NIZUC Resort & Spa Selects ALICE to Improve Staff Communication and Accountability, Guest Experience
NIZUC Resort & Spa, an award-winning luxury resort, said it selected ALICE to enhance their internal communication, employee accountability, and guest satisfaction. ALICE provides operations technology to the hospitality industry, creating a unified hospitality experience. The tool connects all hotel departments within one platform enabling staff to interact with both the guest and each other to deliver the best service possible. Last year, ALICE acquired concierge software provider GoConcierge to augment its technology and customer service offerings.
Part of the Brisas Group, NIZUC Resort & Spa is one of Mexico's most sought-after destinations. The implementation of ALICE allows all staff members to fulfill the hotel’s mission to offer a highly customized level of service and maintain the satisfaction and loyalty of each and every guest.
“ALICE has helped us change the way we communicate, giving us the opportunity to improve our service, and, of course, to turn around our performance on the guest experience at the hotel,” said Victor Reyes, NIZUC Resort & Spa’s Director of IT.
Before ALICE, NIZUC Resort & Spa used walkie-talkies and spreadsheets to handle guest and staff requests. However, this meant management did not have any insight into what was happening on the property in real-time. Upgrading all departments to ALICE has made an immediate improvement on staff alignment and accountability, “It is incredible to see how employees now use the phrase ‘Ya subiste tu ALICE?’ meaning ‘Did you submit your request through ALICE?’ If not, team members will encourage others to submit tickets,” highlights Reyes.
Reyes states that the impact of using ALICE over the past year has been evident.
“Not only has ALICE improved our staff communication and accountability, ALICE helped us to achieve an important award - the AAA 5 Diamond Award - and after using ALICE for less than 8 months, our TripAdvisor rating went from #5 to #2.”
NIZUC is a member of Preferred Hotels & Resorts and is the flagship property of Las Brisas Hotel Collection's elite luxury resort line called NIZUC Resorts & Spa brand.