The 239-room full-service hotel, which has been using ALICE since the beginning of the year, is running their front desk, maintenance, housekeeping and bellmen communications and task management on the platform.
Prior to using ALICE, the Radisson El Paso communicated entirely via radio. Without the ability to record exchanges and requests, this made it difficult to track staff activity or establish staff accountability. Sometimes requests and directions would get missed by staff altogether, frustrating employees and impacting service. The constant chatter of the radio was also intrusive for both staff and guests.
Now, with ALICE, staff have a newfound peace of mind. For one, the constant radio chatter – and the shortcomings of radio – are a thing of the past. Then, there’s all the time ALICE is saving the El Paso team. For example, before ALICE, El Paso’s head of engineering used to end every day by manually entering reports (which were often unfinished) into his Preventative Maintenance program. Now that his PM program has been built into ALICE, and his team are constantly updating ALICE throughout the day, he can apply his time at the end of the day more productively.
ALICE has also saved time for the Front Desk. Prior to ALICE, the Front Desk team kept a manual “make it right” log, which recorded guest incidents and resolutions. Staff spent time logging requests and complaints, often pulling information from separate places, like other department logs or PM systems. Now, ALICE serves as their virtual, centralized log – all issues, regardless of department, are easily accessible and all in one place, and no one has to spend time tracking anyone else down to find an answer to a question or get an update on a request.
ALICE has also transformed internal communications for El Paso’s large (~100 person), multilingual staff. There is now a record of every exchange and messages between staff cannot be overlooked. Features of the ALICE platform, like picture attachments, are also reducing miscommunication. Instead of explaining there’s chipped paint in the corner of a room and where it is, for example, the maintenance and housekeeping teams can now just easily snap a picture.
El Paso’s staff aren’t the only employees who are benefitting from using ALICE. The Radisson’s management now have insights to their operations that weren’t previously attainable, like how long it takes their employees to respond to requests and how long it takes them to complete tasks across various departments and activities. “It’s very helpful as a manager to see the progress our departments are making,” says the El Paso Radisson’s Director of Operations Danielle Adams, of ALICE’s reporting functionality.
Ms. Adams also describes how ALICE provides her and her team with important context to guest reviews. For example, she explains, a guest recently left a complaint about having asked for towels, but then not receiving them. Previously, it would have been difficult for Ms. Adams as a manager to know which staff member responded to the guest request, but then didn’t deliver the towels. Now, with ALICE, she has visibility to the precise chain of events. “No one can drop the ball with ALICE,” Ms. Adams says.
When selecting an operations technology for their staff, the Radisson El Paso’s management also evaluated alternative vendors, but chose ALICE for its broad functionality and its value for price.