Ace Hotel Portland Selects Cloud Tech to Personalize the Guest Experience
The staff at the Ace Hotel in Portland, Ore., know how to provide a professionally handled personal guest experience. “This is a 24-hour hotel with 24-hour guests,” Shannon Austin, the Ace Portland’s assistant general manager. “They make requests and things happen at all hours, so it is important everyone on our team is in touch with what is going on.”
Ace Hotel uses Guestware, a cloud-based solution for hotels and resorts to optimize guest service and maintenance processes, to pass along property information to staff. “Maybe a guest’s package is in the storeroom or a bike is waiting in the lobby, maybe there was an issue in the parking lot,” he adds. “Guestware is our digital diary for everything that happens.”
Guestware interfaces with the Ace Hotel’s HMS property management system that records guest stay information. Guestware records and consolidates each guest’s experiences and communicates them to appropriate staff. Recognizing guests and anticipating their needs is the foundation of a great hotel experience.
Since its 2007 opening The Ace Hotel has become a hub of the Portland community. “Musicians often drop by to play. We offer a relaxed, comfortable space where locals know they can come in to chill with us,” says Austin. “We even have a cool mystique in Japan. Lots of Japanese visitors stay with us thanks to several magazine articles that spotlighted Portland. It is a pleasure personally introducing Pacific Rim tourists to our hotel and to this great city.”
Guestware enables staff to improve guest service ratings while providing leaders with the data to ensure that guests are happy, staff are productive, and the facility is well maintained.