Web Based Application Adds Efficiencies Throughout Hotel Operations
BEVERLY HILLS, CALIF.—May 25, 2016—GoConcierge, the lodging industry’s leading guest service operations solution, is streamlining communication services at many of the top hotels around the world, including the iconic Beverly Wilshire, A Four Seasons Hotel.
Web-based GoConcierge, produced by Los Angeles-based GoConcierge.net, is primarily used for task tracking, whether it be a restaurant reservation, a lost and found item, or the logging of an incoming package.
Using GoConcierge’s Guest Task Calendar, a hotel associate can log and track guest and other requests and tasks quickly and easily. With just a few clicks, these can be entered and located. The calendar is color coded, which makes it easy to highlight open, pending and closed tasks. An OPERA interface allows hotel associates to quickly populate tasks and put in messages. The interface links the guest to the activity of the guest and saves time having to populate information. Point-to-point directions, itineraries and maps also can be generated quickly from GoConcierge.
In regard to communications and confirmations for guests, expectations have evolved. At one time handwritten notes were acceptable. Today, it is either printed communications, e-mail or texts. GoConcierge makes each an easy task. When information is sent to a guest, everything is branded. From a visual perspective, it makes for a better presentation.
Easy Communication Using Text Messaging
GoConcierge’s text messaging option in the Calendar is a feature that is used frequently. One can send instant messages to the recipient’s cell phone. When the recipient responds to the text message, it automatically appears in the Calendar as a flashing message to alert the concierge so the request can be handled quickly.
It is on the GoConcierge screen that one has all the tools one needs to assist the hotel’s guests, including quick links to the most frequently accessed sites. A customized location database within GoConcierge allows concierges to quickly identify area restaurants and attractions. Many different types of reports are also available.
It was a year ago that the historic Beverly Wilshire Hotel transitioned to GoConcierge. Jeanne Mills, Chef Concierge and one-time President of Les Clefs d’Or, led the training of an 11-concierge team that includes eight Les Clefs d’Or members. Today, a total of seven hotel departments—concierge, room reservations, front desk, bell desk, security, executive office and guest relations—all have access to GoConcierge.
Mills, like others on her team, worked with GoConcierge at properties prior to the Beverly Wilshire, A Four Seasons Hotel. “What I learned was that no matter the size of the property, GoConcierge is a system conducive to streamlining the processes within the hotel,” Mills says. “It is such a user-friendly system. It helps our team be as prepared as possible to help our guests.”
“The success the hotel has had with GoConcierge starts with the leadership team,” says Adam Isrow, Executive Vice President of GoConcierge.net. “We are fortunate to be working with the team at Beverly Wilshire and several other Four Seasons properties as they have truly embraced the capabilities of GoConcierge. Fortunately, they can now spend much more time and attention on the guest. The result is a higher level of guest satisfaction and an enhanced overall guest experience.”
