Portland Hotel Implements Cloud Tech to Personalize the Guest Experience

In 1912 the sophisticated Clyde Hotel was at the center of Portland, Oregon. Today the edgy, renovated Ace Hotel Portland occupies the Clyde’s historic building, carries its signage, and continues to be at the center of hip cultural experiences in downtown Portland.

“We are the ‘Portland home’ for touring musicians, artists, and tech professionals; and anyone who wants a friendly living room guest experience instead of a hotel,” says Shannon Austin, the Ace Portland’s assistant general manager. “We make everyone feel at home here. This is important for guests and visitors because we love our town.”

The Ace Hotel Portland is run by General Manager Donald Kenney. Kenney has a history of utilizing tech to run a successful property. He also knows how to provide a professionally-handled personal guest experience. His assistant GM does too.

“This is a 24-hour hotel with 24-hour guests. They make requests and things happen at all hours, so it is important everyone on our team is in touch with what is going on,” said Austin. “We use a system called Guestware to pass along property information to staff. Maybe a guest’s package is in the storeroom or a bike is waiting in the lobby, maybe there was an issue in the parking lot. Guestware is our digital diary for everything that happens.”

The Guestware system interfaces with the Ace Hotel’s HMS property management system that records guest stay information. Guestware records and consolidates each guest’s experiences and communicates them to appropriate staff. Recognizing guests and anticipating their needs is the foundation of a great hotel experience.