Concierge Service Ditches WhatsApp for ALICE Concierge Software
Con Questa, Holland’s premier concierge & lifestyle service, said it selected ALICE’s concierge software to keep its growing team organized and aligned.
ALICE is used by independent and managed hotels, hotel groups, residential condominiums, serviced apartments, vacation rental companies, and concierge companies looking to provide exceptional service through mobile staff technology and guest communication channels. ALICE recently acquired concierge software provider GoConcierge to augment its technology and customer service offering.
Founded in 2006 by a pair of former Les Clefs d’Or concierges, Con Questa recently expanded from its original founding pair to a team of six. While a technology mix of WhatsApp messages and a shared email inbox was sufficient to coordinate client itineraries and record client preferences for a two-person company, the founders soon realized they would need a more robust solution to support the growing team and client base.
Because of the very specific nature of concierge work, Con Questa sought a technology solution that would facilitate both short-term and long-term planning, as well as support the creation of client profiles, where all client activity and preferences could be recorded and instantly accessible to any team member.
After scouring the market, Con Questa decided to partner with ALICE and implement its concierge technology, ALICE Concierge. ALICE Concierge, which was built under the guidance of some of New York City’s leading concierge teams, is purpose-built for concierge work, with features like request tracking, reminders, a vendor database, itineraries and letter confirmation creation and guest/client messaging.
ALICE has made a big difference to how Con Questa manages its work and communicates as a team, says Silke van Mourik, one of the company’s lifestyle managers. The first thing her team does when they start work in the morning is open ALICE, she says, which gives everyone full visibility to the day’s work and the status of pending requests. Not only is she able to see her own to-do list, but she can see what her colleagues are working on as well. This means when she is on vacation, or off-site scoping locations and services for clients, others on her team can help her support her clients in her absence. In addition to appreciating the “shared” nature of the ALICE system, she also values particular functionality of the software like “reminders,” which allow her to easily manage client activities, like a week’s-long vacation, that require multiple phases of planning and a complex schedule of work.
“With ALICE, we finally have a tool to both support our growing team, as well as help us in our mission to provide the most personalized, high touch concierge services for our clients as possible,” says van Mourik.