ALICE Suite Helps Staff Deliver Impeccable Service Even While Sohotel Is Under Renovation
New York, NY — Hotel operations platform ALICE announces New York City’s historic Sohotel has adopted its ALICE Suite solution to power staff communication and improve guest engagement with the hotel.
When the 100-room landmark hotel was undergoing its most recent reinvention – a hotel has been operating continuously at the site of the current Sohotel since at least 1805 – the owners learned the building could not support telephone lines to each guest room, and needed to find another way to communicate with guests. They soon discovered ALICE could not only supply Sohotel with a modern guest engagement solution, but could also improve internal communication for staff.
Before ALICE, Sohotel’s staff relied on paper notes and emails, which can be unreliable. With ALICE Suite, Sohotel’s guests can now submit requests through Sohotel’s website, app or via SMS. Meanwhile, Sohotel’s staff can respond and fulfill guest requests on-the-go and in real-time with the unified ALICE platform, which connects all the departments of the hotel for streamlined task management and communication. ALICE is proving particularly useful for staff as the hotel finishes its renovation. Staff are setting up “construction alerts” in ALICE so that all teams (regardless of shift) know where in the hotel and when the renovation is occurring. This helps hotel teams with room assignment, moving traffic safely through the building, and in delivering consistently excellent service to guests.
Alain H. Derderian, Sohotel’s General Manager says his staff has quickly seen the value of the ALICE platform: “The first thing my staff asks one another when a request is mentioned is ‘Did you put it in ALICE?’. ALICE has eliminated most of the paper at my front desk and with it, brought a lot of efficiency to our operations. It’s also been very necessary as we wrap up these renovations – internal communication and communication with our guests about the construction has been critical.”
Added Justin Effron, ALICE’s co-founder and CEO: “We’re really pleased our partnership with Sohotel has allowed the hotel to continue its legacy of service and hospitality with a toolset that delights both its staff and its guests. Sohotel is a great example of how combining the traditional and the new can drive a truly unique hospitality offering and we’re honored they chose the ALICE platform to make this change.”
ALICE offers a multi-tiered suite of solutions for hotels:
- ALICE Suite – an end-to-end system that allows hotels to run on one platform, connecting guests with the hotel, and all service departments within the hotel to one another – fully incorporating all of the individual ALICE solutions listed below.
- ALICE Staff – a complete, easy to use request management software that connects front-desk, housekeeping, maintenance and F&B teams in real-time, providing quick and simple ticket management, monitoring for completion time, and real-time mobile app for service staff on the move.
- ALICE Concierge – a tool to keep the concierge team organized and to connect the concierge and the guest instantly and seamlessly, providing guests with instant responses to requests – and saving the concierge time and effort in meeting those requests.
- ALICE Guest – innovative guest facing Mobile, Web and SMS tools, integrated to allow a full range of guest communication and functionality, pre-arrival and on property – including ordering services, real-time chat, and upselling.
ALICE's solutions are in place in hundreds of hotels across the U.S., and have been recognized for innovation in enabling multiple departments in a hotel to respond to guests' requests quickly and easily.
