Surf & Sand Resort in Laguna Beach, CA Adds Efficiencies to Multiple Departments with GoConcierge
July 24, 2014 5:39am
Concierge Team, Others Successfully Upgrade from The Concierge Assistant
LOS ANGELES—July 24, 2014—The luxury oceanfront Surf & Sand Resort in Laguna Beach, Calif., which offers private oceanfront balconies, coastal dining, an award-winning spa and more, is adding operational efficiencies throughout multiple departments of the 167-room property with the help of GoConcierge, the lodging industry's leading guest service operations solution. GoConcierge is produced by Los Angeles-based GoConcierge.net.
The hotel is formerly a user of Gold Key Solutions' The Concierge Assistant, which GoConcierge.net acquired in late 2012. According to Adam Isrow, Executive Vice President, GoConcierge.net, "GoConcierge has a more advanced technology platform and increased functionality than that found in The Concierge Assistant."
GoConcierge is used not only by the concierge team but also by front desk and other guest service associates tasked with tracking amenities, packages and lost and found items. "They are using the Opera interface," Isrow adds. "This adds additional efficiencies to their fast-paced operation."
Using GoConcierge's online Guest Task Calendar, hotel associates can log and track guest and other requests and tasks quickly and easily. 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. 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 for the guest. Point-to-point directions and maps also can be generated quickly.
"We've worked with GoConcierge for a while now and found its ability to track guest needs immensely beneficial," says Tammy Miller, Director of Concierge & Guest Services at Surf & Sand Resort. "We're more efficient and our guests delight in the personal touches we can provide."
Text Messaging Feature Utilized
GoConcierge's text messaging option in the Calendar is another feature that is frequently used to help provide immediate and easy communication between the concierge and guests. Concierges can use the calendar to send instant messages up to 160 characters in length to guests via their cell phones. When a guest responds to the text message, it automatically appears in the Calendar as a flashing message to alert the concierge so the request can be handled quickly.
"Being able to communicate with guests this way is unique for a system like ours," Isrow says. "It is one more way GoConcierge makes the daily tasks of a hotel or resort team member more efficient while improving the guest experience."
Buttons on the GoConcierge screen link directly to frequently visited sites. A customized location database within GoConcierge allows concierges to quickly identify area restaurants and attractions. GoConcierge makes it easy to generate many types of helpful reports.
"We run the dining reservations report each evening and share it with our housekeeping turndown team," Miller says. "This allows them to see when the guest will be out to dinner so that they can do the turndown service at that time. The amenities report allows our front desk and room service teams to work closely together to ensure that the amenity placed in the room is fresh and placed just before guest arrival. A third report includes all of the local dining places our team recommends daily."
"GoConcierge has far exceeded our expectations," Miller adds. "While we enjoyed The Concierge Assistant, the more robust abilities of GoConcierge literally has everything at our fingertips; movies, dining, local events and our own customized list of various events in-house. It also communicates with our property management system which makes the front desk and concierge team more efficient. The GoConcierge team is wonderful. We have never called and not been assisted right away. They are always eager to help us. We truly love working with them. We are very pleased with our decision to transition to GoConcierge."
"We have been very impressed with how quickly they embraced GoConcierge," Isrow says. "It is inspiring to hear how GoConcierge has made a positive impact for their team and on their guests."
surf and sand resort
Contact: Adam Isrow, Executive Vice President
Contact: Glenn Hasek, President,
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