Carneros Resort and Spa Implements ALICE Concierge Software to Improve FOH Operations

Wine Country getaway, Carneros Resort and Spa, said it selected ALICE’s concierge software, ALICE Concierge, and its guest text messaging technology, ALICE Guest, to improve front of house operations and elevate the guest experience. This implementation of ALICE leverages the company’s integrations with both HotSOS and Springer Miller. ALICE connects every department of the hotel with one platform for all staff communication and guest requests. ALICE recently acquired concierge software provider GoConcierge to augment its technology and customer service offering.

Carneros Resort’s management was first drawn to ALICE for the product’s itinerary creation tool, which produced itineraries “far more visually appealing than what we currently were producing on site,” says Jonathan Vail, Assistant Director of IT, but were compelled to purchase the technology after discovering how it would allow them to consolidate the multitude of different systems used to run the resort. Prior to ALICE, Carneros Resort’s management was frustrated by an inability to integrate all of their different technologies. “This created an environment where we had all of the information available, but had no ability to leverage the information quickly when we really needed it. That is when we began exploring our possibilities with ALICE,” Vail explains.

With front desk staff often communicating with one another over email and paper notes, the engineering team using HotSOS, and the concierge team using GoConcierge, guest- and other property-critical information remained siloed by department.

“This led to excessive amounts of internal emails and phone calls from users trying to pull information they already had access to. A simple guest issue could easily be over-complicated or missed, due to miscommunication,” Vail says.

Carneros Resort’s management selected ALICE with the goal to unify all these systems - seeing ALICE as an easy-to-use tool that would “provide a window into every spectrum of the guest experience.”

“ALICE will give us ability to easily view all of our relevant guest information and turn that data into action," Vail notes. "With the guest communication tools provided by ALICE, we will have the ability to improve the guest experience like never before. Not only will we be able to communicate more effectively internally and externally, but we will be able to anticipate guest needs and manage the guest experience from a single platform.”