Cambridge, Md. Hyatt Updates Guest Service Ops

The Hyatt Regency Chesapeake Bay Golf Resort, Spa and Marina, located in Cambridge, Md., has given its entire team of employees access to Web-based GoConcierge to enhance the level of guest service at the 400-room luxury property.

The resort uses GoConcierge to log almost any activity involving a guest. Departments using the application include: concierge, accounting, engineering, housekeeping, Camp Hyatt, front desk and administrative staff, reservation agents, managers and more.

To make it easy for resort staff to quickly access area information for guests, GoConcierge.net built a customized location database. It includes information not only on the resort's offerings but also area attractions as well. Updated information can be easily added and hot buttons on the GoConcierge screen link to websites used most.

"We hire a lot of new staff," says Joel Bunde, rooms executive at the resort. "GoConcierge gives them a much greater chance of efficiently taking care of a customer's needs."

GoConcierge is also used as a guest response tracking system. At the end of each month, a report is generated from GoConcierge that shows the top three guest requests. That information allows Bunde and his team to eliminate recurring issues. With GoConcierge's additional reporting options, Bunde can generate reports by guest, vendor, task, concierge, status and more.

"All types of guest requests are entered in GoConcierge. It keeps us all on the same page," Bunde says. "We can all see the status of a work order or whether or not a part is on order. It is a concise way of ensuring good communication. It has unlimited possibilities. If there is data or information we want to report about, we can do it."