InterContinental Wien Adds Efficiencies to Seven Departments with Help of GoConcierge
The InterContinental Wien (Vienna), a modern classic-style hotel located in the heart of Vienna, Austria, implements GoConcierge in seven departments of the 453-room property. Thanks to the Web-based system, hotel associates have more time to spend with guests, guest service operations have become much more efficient, and the hotel's high level of guest service has been elevated even higher.
Prior to implementing GoConcierge earlier this year, the three-member concierge team used log books to track guest requests. Front office associates also used a paper-based process. According to Clara Prijapratama, front desk manager at the InterContinental Wien, both systems were inefficient because the tasks being tracked were not visible to the entire guest service team in real time. That has all changed with GoConcierge.
With GoConcierge, associates now use an online Guest Task Calendar to log and track guest requests and other tasks. With just a few clicks, these can be entered and located. The calendar is color coded, which makes it easy to highlight open, pending and closed tasks. Because a history of each guest's request is stored in GoConcierge, it is easy to generate itineraries. These can be printed or e-mailed in a matter of seconds along with a personalized confirmation letter on stationery that includes the hotel's logo.
A customized location database within GoConcierge enables concierges to quickly identify area restaurants and attractions. Links on the GoConcierge screen take users to websites and documents that can be printed or e-mailed to guests immediately.
Processes, procedures optimized
In addition to the concierge team, associates in the following areas are also using GoConcierge: front office, instant service center, bellmen, banqueting, sales, and housekeeping. Because GoConcierge is Web based, hotel personnel can all access the status of tasks such as restaurant reservations. Phone calls are minimized and associates can leave notes within GoConcierge for other employees. Ronald Hoogerbrugge, hotel manager at the InterContinental Wien, says GoConcierge is an excellent tool for optimizing processes and procedures.
"It has improved our communication and coordination between departments, especially for tasks like tracking packages and logging lost and found items," Hoogerbrugge says.
Prior to implementing GoConcierge earlier this year, the three-member concierge team used log books to track guest requests. Front office associates also used a paper-based process. According to Clara Prijapratama, front desk manager at the InterContinental Wien, both systems were inefficient because the tasks being tracked were not visible to the entire guest service team in real time. That has all changed with GoConcierge.
With GoConcierge, associates now use an online Guest Task Calendar to log and track guest requests and other tasks. With just a few clicks, these can be entered and located. The calendar is color coded, which makes it easy to highlight open, pending and closed tasks. Because a history of each guest's request is stored in GoConcierge, it is easy to generate itineraries. These can be printed or e-mailed in a matter of seconds along with a personalized confirmation letter on stationery that includes the hotel's logo.
A customized location database within GoConcierge enables concierges to quickly identify area restaurants and attractions. Links on the GoConcierge screen take users to websites and documents that can be printed or e-mailed to guests immediately.
Processes, procedures optimized
In addition to the concierge team, associates in the following areas are also using GoConcierge: front office, instant service center, bellmen, banqueting, sales, and housekeeping. Because GoConcierge is Web based, hotel personnel can all access the status of tasks such as restaurant reservations. Phone calls are minimized and associates can leave notes within GoConcierge for other employees. Ronald Hoogerbrugge, hotel manager at the InterContinental Wien, says GoConcierge is an excellent tool for optimizing processes and procedures.
"It has improved our communication and coordination between departments, especially for tasks like tracking packages and logging lost and found items," Hoogerbrugge says.