Colorado Resort Ditches Outlook for Dedicated Concierge Software

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Colorado Resort Ditches Outlook for Dedicated Concierge Software

07/24/2017
Colorado destination Gateway Canyons Resort & Spa selected ALICE’s concierge technology, ALICE Concierge, to help the resort’s concierge team manage guest activities at the 6,000 acre property, which is part of the Noble House Hotels & Resorts collection.
 
Scheduling activities for resort guests is no small feat. As one journalist noted in a recent Forbes article, “If you stand at the epicenter of Gateway Canyons Resort, it’s a fair statement that there’s more to do within a six-mile radius than any other hotel in the American West.”

And it’s up to the resort’s concierge to make sure guests take advantage of everything Gateway Canyons has to offer, which includes luxury car rentals, a helicopter pad for air tours, a skeet shooting range, a secluded ranch with horseback riding, spa, luxurious pools, restaurants, tours and excursions with the resort’s curator of curiosity, a full-service adventure center offering  mountain bikes, UTV tours, laser tag and archery, and the Gateway Canyons Auto Museum (housing one of the most valuable classic car collections in the United States). The self-described “world’s first and only discovery resort” (owner John Hendricks is the founder and former Chairman of global media company Discovery Communications), Gateway Canyons is also one of the only locations in the world where Precambrian rock is still visible to the human eye, and just steps away from one of the highest concentrations of dinosaur fossils on the planet.
 
Until a year ago, the resort’s front desk staff organized activities for guests, in addition to performing all the other responsibilities of their role. As the profile of the resort has risen since opening in 2005 - recent accolades include being named #1 “Top Resort Hotel in the West” in the Travel + Leisure 2016 World’s Best Awards, as well as #5 “Best Hotels in the U.S.” and #16 “Best Hotels in the World” - it became necessary to create a concierge team, dedicated to creating unique and personalized itineraries for resort guests. This concierge team, like the front desk staff before them, used Outlook to schedule activities, but it soon became evident they’d need a dedicated concierge tool to make it easier to coordinate their work and elevate the level of service they could offer their guests.
 
With ALICE’s robust concierge toolset, which includes features like a local vendor database, package and luggage tracking, reminders and alerts, and branded confirmation letters, maps, and itineraries, Gateway Canyons’ concierge are now better able to coordinate work between themselves, as well as create detailed and customized plans for guests. ALICE is also helping other departments have more insight to the work of the concierge as well as assist guests off-hours, since authorized staff can easily log into ALICE whenever the concierge aren’t on-property or nearby, and print out itineraries for guests or answer activity-related questions.
 
Mandy Guldner, Director of Lodging, says ALICE has helped the concierge team with efficiency, communication, and professionalism.
 
“We needed something more suited to the job of concierge than Outlook, which wouldn’t let us print guest itineraries or collaborate on work, and we found a great solution with ALICE.," Guldner said. "Now, we’re able to create detailed guest profiles by recording guest preferences and activities. This helps us curate more tailored guest activities, strengthen our relationship with guests, and forecast our needs for next season.”