Hotel Invests in Staff Communication, BOH Solution
The Colony Hotel has selected ALICE to upgrade their staff communications and back of house operations at their hidden oasis in the heart of Palm Beach. ALICE is the hospitality industry’s leading operations technology, connecting 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.
Before ALICE, the staff at Colony Hotel were using a handful of different methods to communicate with one another and manage their work, such as email, phone calls, walkie-talkies, internal reports, and stand-up meetings. This communications approach challenged the consistency of internal communication and made it difficult to keep track of important room and maintenance information that would allow the team to be more proactive with hotel operations.
Known for its colorful decor and lively history of hosting U.S. presidents, European royalty, and Hollywood's elite, the Colony Hotel places a “great emphasis on personalized, genuine customer service for every guest that comes through the door,” says the Colony Hotel’s Relations Manager, Chris Cameron. “Any means which frees us up to focus on guests’ needs and improve our guest interaction with better eye contact, the better.” With ALICE, the staff at the Colony Hotel can now focus less on communicating maintenance issues internally and more on creating an environment that focuses on making every guest feel like a celebrity.
Now, during hotel maintenance activity, anyone on the team can log into ALICE and see the status of guest requests or internal work orders. “The ability to eliminate the need to call in housekeeping and maintenance requests has been powerful in increasing our hotel efficiencies,” General Manager, Thomas List, stated. With ALICE, anyone on the Colony Hotel staff can create work order tickets and leave internal notes and attached photos, streamlining the time spent on maintenance repairs. Since all maintenance and request data is stored securely in the cloud, management at the Colony Hotel can now view previous room history to gain insights into their hotel operations and resource allocations.
“From efficiency to accountability ALICE has been a win-win,” List said. “Beginning with sales, to training to IT, the team support ALICE has been great and we are proud to have such a dedicated partner.”