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Six Destination Hotels & Resorts Properties Streamline Guest Service Operations

Six independent hotels in the United States, all managed by Destination Hotels & Resorts, are now using GoConcierge, a guest service operations system. Web-based GoConcierge has streamlined what were once manual processes and made concierge and other departments much more efficient.

The six properties that have implemented GoConcierge include: Royal Palms Resort and Spa in Phoenix, Estancia La Jolla Hotel & Spa in San Diego, Hotel ICON in Houston, Stowe Mountain Resort in Vermont, The Driskill Hotel in Austin, Texas and Vail Cascade Resort & Spa in Colorado.

At the 292-room Vail Cascade Resort & Spa, Guest Relations Manager Steve Trombetta says GoConcierge is a huge improvement when compared to the shared spreadsheets and log books his staff previously used. "It has made us much more efficient," says Trombetta. "Because of that, we have been able to make the guest experience more luxurious."

User-friendly guest task calendar
At the Vail property, the nine-person concierge team uses GoConcierge's Guest Task Calendar to log and track guest requests and other tasks such as restaurant reservations and spa confirmations. 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. Every GoConcierge entry is time stamped. "Our concierges love the time tracking and being able to quickly see outstanding tasks," says Trombetta.

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. Point-to-point directions and maps also can be generated easily. Trombetta notes that prior to GoConcierge, itineraries were compiled in separate Word files for each guest.

A customized location database within GoConcierge enables the hotel's concierges to quickly identify area restaurants and attractions. Comments can be added easily to each location's profile. Links on the GoConcierge screen take users to frequently used websites, and to documents that can be printed or e-mailed to guests immediately.

In addition to the concierge desk, GoConcierge is also used by Vail Cascade Resort & Spa associates for the tracking of amenities and packages. Requested amenities and incoming packages are logged into GoConcierge. Once they are delivered, the task is closed within the system. A report generated from GoConcierge each morning helps the room service team prepare for that day's amenity deliveries.

GoConcierge at The Driskill Hotel
At The Driskill Hotel in Austin, up to 20 hotel associates each day have access to GoConcierge at the guest reception desk, throughout the entire front office, and at the concierge station. "It serves as a highly efficient communication tool," says Gavin Philipp, rooms division director at The Driskill. "Everyone on our staff can see what each request is and who created each note."

Front office associates use GoConcierge to enter appointments such as massage treatments, and to generate customized directions for guests. Philipp says that prior to GoConcierge, concierges used handwritten calendars to track daily tasks. The new system allows Phillip and his colleagues to elevate the level of service they provide to the hotel's corporate, group and leisure guests.

"We are encouraged to know that these hotels are benefiting from GoConcierge and that the properties have chosen to work with," says Isrow. "They join the hundreds of other hotels around the world that are experiencing GoConcierge's immediate, positive impact on hotel associates and the level of guest service they provide."
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