Woodside Hotel Group Aligns with ALICE to Standardize Ops, Communication
The Woodside Hotel Group has selected ALICE to enhance its internal communication, concierge operations and guest engagement, across seven of their 10 properties in Northern California.
Before ALICE, the Woodside Hotel Group used various methods of communication and task delegation, including pre-shift stand up meetings, spreadsheets, and radios to communicate internally and entrust each task had been completed. Wanting to standardize the group hotel operations and communication, Adam Knight, vp of operations, acknowledges the Woodside Hotel Group was looking for “a single platform to manage guest engagement and employee work flow that was user friendly and easily plugged into each environment.”
Immediately, hotels such as Bodega Bay Lodge, Napa Valley Lodge, and Indian Springs saw the benefits of ALICE to help implement concierge duties for when a concierge is not present on site. With ALICE’s logbooks, action items such as itinerary creation, lost and found inquiries, package management, and special amenity requests are now easily managed for the entire team to execute.
Priding themselves on providing personalized and sincere customer service for their guests, the Stanford Park Hotel and Lafayette Park Hotel and Spa use ALICE’s guest messaging tools to communicate with their guests. ALICE’s automated messaging functionality makes it easy for hotels, such as those within the Woodside Hotel Group portfolio, to quickly send text messages before, and during a stay, and after their guests check out.
Prior to ALICE, Woodside had various systems in place to keep track of hotel performance, which meant aggregating data was labor intensive. Now, the Woodside can seamlessly communicate data-driven results to the wider team. By having hard data at their fingertips, senior management can pinpoint areas of improvement and set key performance indicators against different metrics.
“We are able to affirm that our speed of service score has increased nearly 18% since introducing the ALICE platform,” Knight said. “Our associates get up to the minute, relevant information that makes it easier and more efficient to do their jobs and in turn, provide a higher level of guest service.”
ALICE is a provider of operations technology, connecting every department of the hotel with one platform for all staff communication and guest requests. ALICE recently acquired concierge software provider GoConcierge to augment its technology and customer service offering.