Peninsula Beverly Hills Streamlines Concierge and Front Desk Practices
The Peninsula Hotel Group has always set its sights high when it comes to guests services. Faced with the problem of slow access to guest information across departments and inconsistent appointment responses/confirmations at the concierge and front desks, the Peninsula Beverly Hills decided that it was time for a change. That's when management decided to install GoConcierge to address both issues.
GoConcierge is a Web-based task-tracking and database solution designed for the concierge and other
departments including guest services, the front desk, shipping and receiving and restaurants. Through its installation, management was able to take various log books and Rolodex files and consolidate them into one accessible electronic format, providing staff and management with a consistent method for responding to and confirming guest appointments in an efficient manner.
GoConcierge also provides the Peninsula Beverly Hills with a fast comprehensive database that management is able to customize for maximum efficiency. In fact, management has been able to customize GoConcierge to address multiple areas in the hotel. The staff now also has an automated method for recording incoming and outgoing packages, faxes and lost and found items. Plus the ability to create various specialized reports assists staff with the tracking of business levels and specific guest requests.
Streamlined installation, streamlined processes
The installation process of GoConcierge was extremely easy. The only requirement on the part of the hotel was to have a computer with high speed internet access. The secondary aspect of the installation process was to train all of the end users on how to utilize the system with maximum efficiency. The training was scheduled with GoConcierge representatives who held numerous one on one sessions with staff and then stayed on during the first few days of usage to assist in an "over the shoulder" capacity.
The installation of GoConcierge at the Peninsula Beverly Hills' concierge desk has changed the way it operates on a fundamental level. Prior to GoConcierge the bulk of staff time was spent creating confirmation letters and manually logging information for future reference. Now the time spent on creating confirmations has been completely streamlined. This includes the speed at which staff can enter information for future reference and look up guest information from the past. The search capabilities of the program allow the Peninsula Beverly Hills to quickly and efficiently search for a specific guest appointment regardless of how far in the past it occurred. By streamlining all of these time consuming clerical tasks, it allows the concierge staff to focus more of their time on guest interaction which in turn allows the Peninsula Beverly Hills to build a closer relationship with the guest and foster guest loyalty.
James Little has been a member of The Peninsula Beverly Hills team since its opening in 1991. He has been a member of Les Clefs d'Or since 1996, the professional organization for Concierge that requires a minimum of five years of hotel experience. In his sixteen year tenure at The Peninsula Beverly Hills he has overseen the difficult conversion of changing the concierge systems from traditional paper files and written communications to cutting edge electronic systems utilizing web based programs and state of the art technology.
GoConcierge is a Web-based task-tracking and database solution designed for the concierge and other
departments including guest services, the front desk, shipping and receiving and restaurants. Through its installation, management was able to take various log books and Rolodex files and consolidate them into one accessible electronic format, providing staff and management with a consistent method for responding to and confirming guest appointments in an efficient manner.GoConcierge also provides the Peninsula Beverly Hills with a fast comprehensive database that management is able to customize for maximum efficiency. In fact, management has been able to customize GoConcierge to address multiple areas in the hotel. The staff now also has an automated method for recording incoming and outgoing packages, faxes and lost and found items. Plus the ability to create various specialized reports assists staff with the tracking of business levels and specific guest requests.
Streamlined installation, streamlined processes
The installation process of GoConcierge was extremely easy. The only requirement on the part of the hotel was to have a computer with high speed internet access. The secondary aspect of the installation process was to train all of the end users on how to utilize the system with maximum efficiency. The training was scheduled with GoConcierge representatives who held numerous one on one sessions with staff and then stayed on during the first few days of usage to assist in an "over the shoulder" capacity.
The installation of GoConcierge at the Peninsula Beverly Hills' concierge desk has changed the way it operates on a fundamental level. Prior to GoConcierge the bulk of staff time was spent creating confirmation letters and manually logging information for future reference. Now the time spent on creating confirmations has been completely streamlined. This includes the speed at which staff can enter information for future reference and look up guest information from the past. The search capabilities of the program allow the Peninsula Beverly Hills to quickly and efficiently search for a specific guest appointment regardless of how far in the past it occurred. By streamlining all of these time consuming clerical tasks, it allows the concierge staff to focus more of their time on guest interaction which in turn allows the Peninsula Beverly Hills to build a closer relationship with the guest and foster guest loyalty.
James Little has been a member of The Peninsula Beverly Hills team since its opening in 1991. He has been a member of Les Clefs d'Or since 1996, the professional organization for Concierge that requires a minimum of five years of hotel experience. In his sixteen year tenure at The Peninsula Beverly Hills he has overseen the difficult conversion of changing the concierge systems from traditional paper files and written communications to cutting edge electronic systems utilizing web based programs and state of the art technology.