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Concierge Technology Helps SIXTY SoHo Iron Out the Kinks

The concierge team at SIXTY SoHo said it is using ALICE’s concierge task management software, ALICE Concierge, to improve team coordination and efficiency on the job. The team has been using ALICE Concierge since June of 2016.
Tom Bell, Chef Concierge at SIXTY SoHo says ALICE’s functionality sets it apart from other concierge technologies he’s used. He particularly likes its search functionality.Users can find any tasks or tickets in the system by entering just a fragment of information -- something Bell says saves him and his team lots of time when it comes to finding information for a guest or looking up things for himself and his team. 
ALICE’s package management module also improves team efficiency. At SIXTY SoHo, the concierge team is responsible for all packages, both guest and internal. The volume of packages has increased with the rise of e-commerce. Bell says one recent guest had no fewer than 30 packages delivered to himself during his short stay! So, package management has become an increasingly significant part of the job. ALICE Concierge provides a digital log for incoming and outgoing packages and lets users assign packages to guest reservations. This helps organize and streamline an otherwise burdensome part of his job.
Bell has trained both of his colleagues on the system, as well as the front desk team, who use ALICE to stay up to date and informed on all concierge requests 24/7. Common requests at SoHo include requests for transportation, restaurant reservations, salon and spa bookings, Broadway tickets and walking tours. When the concierge team is assisting other guests, SIXTY SoHo’s front desk team can access ALICE to pull up previously-created guest itineraries, as well as local restaurant recommendations.
“ALICE is an exciting program,” Bell says. “It’s visually engaging, easy to use, and lets us track things we couldn’t keep a record of before. It’s reducing inefficiencies, increasing transparency, and improving the guest experience. When we can iron out the kinks, there’s more synergy and flow, and the better the guest stay is.”
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