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    HITEC DUBAI

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    December 5–6, 2018
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Nordic Choice Selects Unified Hotel Operations and SMS Messaging Platform to Reduce the Complexity of Siloed Systems Across Their Diverse Brand Portfolio

ALICE 6 September 2018
Nordic Choice Hotels, one of the largest hotel groups in Scandinavia with 190 properties, has selected ALICE to standardize their hotel operations and guest engagement across their diverse brand portfolio. ALICE is the hospitality industry's leading operations technology, connecting every department of the hotel with one platform for all staff communication and guest requests. Last year, ALICE acquired concierge software provider GoConcierge to augment its technology and customer service offering. The signing of Nordic Choice Hotels is ALICE's second major enterprise deal following Grupo Posadas S.A.B. de C.V., the largest hotel operator in Mexico.Before ALICE, the Nordic Choice Hotels team encouraged their brands to find their own solutions and initiatives to streamline their hotel operations and guest engagement on a property-by-property basis. With around 200 hotels and growing, the senior management wanted to select a tool to unify guest and staff communication on a single platform, thereby eliminating silos and allowing for actionable communication.Nordic Choice Hotels is the Nordic and Baltic region master franchisee of Choice Hotels International and is well-recognized for their innovation. From being one of the first hotel groups trying blockchain for distribution to implementing augmented reality views of their hotel rooms, Nordic Choice Hotels continues to lead innovation by partnering with third-party vendors who are at the forefront of revolutionizing the industry."ALICE was ahead of the curve in developing a hospitality operations platform enabling staff-to-guest and staff-to-staff communication," said ALICE's CEO, Justin Effron. "The signing of ALICE continues Nordic Choice Hotels' focus on partnering with cutting-edge technologies to pioneer innovation within the hospitality industry."With ALICE, Nordic Choice Hotels hope not only to reduce the complexity in siloed system maintenance and training, but also to improve the communication between their guests and the hotel staff. Guests staying at Nordic Choice Hotels can use their guest-facing app and SMS texting, to request housekeeping and maintenance services, and communicate directly with the front desk."Our region of the world is very advanced when it comes to embracing new technology and our guests love the possibility of having direct and easy contact with hotel staff. This also eases our way of delivering the best possible service to create the best guest experiences in the industry. Nordic Choice Hotels aim to be the digital frontrunner in the industry, and the partnership with ALICE fits perfectly in that vision, says Kenneth Hervik, Director Digital Guest Experience at Nordic Choice Hotels.In addition to implementing ALICE's guest text messaging, the rollout of the ALICE platform across the Nordic Choice Hotels' portfolio includes ALICE's suite of front of house tools for the hotel's Concierge, Front Desk and Guest Services teams, and back of house tools for Maintenance, Housekeeping, Security, and Food & Beverage.XXXAbout Nordic Choice HotelsNordic Choice Hotels is one of the Nordic region's largest hotel groups with over 190 hotels and 16,000 employees. The group markets the Comfort Hotel, Quality Hotel and Clarion Hotel brands as well as around 24 independent hotels. All hotels are environmentally certified according to ISO 14001.
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How Concierge Patrick Trevor Creates Special Memories for Guests

ALICE 30 August 2018
ALICE interviews concierge Patrick Trevor on his thoughts on technology in the hospitality industry, providing the best recommendations, and how he creates everlasting memories for guests staying at Mr. C Seaport.How did you get into the concierge profession?I started doing concierge work before I even knew what a concierge was. When I was 12, I began volunteering at the local high school and cultural center, providing different recommendations to visitors who came through. After school, I started in the service industry in restaurants, working my way up from dishwasher, to line cook, to kitchen manager. From there, I decided to make the transition to the other side of the service industry - hotels. When I was working as a bellman at Smyth a Thompson Hotel, I received a rare opportunity to fill a vacant spot on the concierge team. I continued to grow my concierge experience there until Mr. C Seaport, a Cipriani family owned hotel, opened and they selected me to be a part of their opening team.What keeps you interested in hospitality?I have an unhealthy obsession with food, music, and Broadway shows, and I have a really big passion for recommending fun and unique activities to not only the guests that stay at Mr. C Seaport, but to my friends and family as well. So when I leave work for the day, my job is not done, I am always on the hunt for the newest restaurant, the coolest music venue, and the most anticipated Broadway shows.How do you keep current with your recommendations?Other than my concierge associations, which is a great way to gain local insights, I am a professional member of the James Beard Foundation. My membership allows me to attend different culinary events around New York City, sample different chefs, and rub shoulders with other foodies and restaurant leaders. During these events, I always try to get the inside scoop from the attendees on the newest and best restaurants at the current moment. Beyond that, sometimes the best way to get recommendations is hitting the New York City pavement yourself and discovering new experiences.For a novice front agent who may not be the most comfortable making suggestions, it's nice to have platforms such as like ALICE that can help them recommend a wonderful, unknown speakeasy within seconds, rather than the dive bar down the street with overpriced drinks.What the best and most challenging thing about being a concierge?I know this may sound contradicting, but sometimes the best and most challenging thing about being a concierge is the same thing. For example, a few weeks ago we had a family staying at our hotel and unfortunately the daughter was battling a critical illness. Our team was notified about the situation before the family arrived and wanted to help make her dream trip to New York a reality. So every day, our team did something special for them. We delivered fruit and breakfast pastries to their room, another day we provided complimentary food for our in-house restaurant, we even a got robe embroidered with their names as their parting gifts. Creating these precious moments for our guests is the most rewarding feeling, but on the other hand, you have to understand some guests will have limited time to relive the memories they create at our hotel, so we try to make it as special as possible at the moment.What do you think of the impact of technology on the profession?I'm not against technology, but I think the hospitality industry lies in the service, and when you start replacing people with computers you lose the genuine people-to-people feeling.With that said, hotels are hectic, and technology can help us do our jobs more efficiently and increase our productivity. Technology helps eliminate the phrases "One moment please" or "We will get right back to you" from our staff's vocabulary. It's crucial in helping us find the correct answer, right on the spot.
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The Government of Puerto Rico Partners with ALICE to Create the First-Ever Customer Service Platform for a Tourism Destination

ALICE 22 August 2018
ALICE, the hospitality industry's leading operations platform, has partnered with the Government of Puerto Rico's Tourism Company (PRTC) and Roca Marketing to develop an innovative destination concierge service and trip planning platform available to every hotel and visitor. The new mobile hospitality app, "My Puerto Rico," will improve hotel performance and the guest experience, and bolster the island's reputation as one of the world's leading holiday destinations.With the PRTC's forward-thinking vision, Puerto Rico is seizing the opportunity to revamp the tourism destination, and with it, the visitor's experience. In partnership with ALICE and Roca Marketing, the island's governmental tourism agency has conceived a solution designed for the modern hotel and traveler."My Puerto Rico mobile app was developed focusing on improving the visitor experience in our destination, as part of the efforts to strengthen our tourism offer. In order to compete globally, we need to reinvent ourselves and adapt to the needs of a modern traveler, who carries out all his efforts from the mobile phone," said the Governor of Puerto Rico, Ricardo Rossello Nevares.Unlike anything that has come before, the "My Puerto Rico" mobile application will provide a unique experience that connects guests to the island and helps hotels in Puerto Rico deliver the kind of personalized service that differentiates them from any other destination in the world. The partnership enables each property on the island to benefit from ALICE's state-of-the-art concierge software, as well as progressive single island app and innovative guest SMS service."We are excited to work on such a unique project with the Government of Puerto Rico and the PRTC. Together we are positioning the island as the first to roll out a destination-wide initiative of this kind. In hospitality, we often focus on differentiating hotels from one another, but in this case, the PRTC is bringing hotels together to delight all who visit the island. The goal is to elevate the guest experience," said Justin Effron, CEO of ALICE.ALICE is the hospitality industry's leading operations technology, connecting every department of the hotel with one platform for all staff communication and guest requests. The company recently acquired concierge software provider GoConcierge to augment its concierge technology and customer service offering."We are not only pleased to officially announce our partnership with ALICE, but also very confident that the "My Puerto Rico" mobile app will redefine hospitality on the island and enhance the experience for everyone who visits us in the future. This initiative represents a great opportunity to position our destination's tourism offering at the forefront of technology and innovation, which is one of Governor Ricardo Rossello Nevares administration's main priorities", said PRTC's executive director Carla Campos.Aptly referred to as the Ultimate Traveler's Experience Platform, "My Puerto Rico" promises to add value for guests by allowing them to directly communicate their needs during and after their stay through a free downloadable app and/or SMS.In addition to this, the ALICE solution empowers hoteliers by enabling them to engage more freely with guests and use the information they receive to deliver the kind of exceptional service that significantly improves both their hotel ratings and guest retention rates."My Puerto Rico" is a highly progressive solution that blurs the communications barriers between the hotel and its guests, placing the destination at the forefront of hospitality innovation and setting the standard for all future regional tourism and hotel management strategies.###ABOUT The Puerto Rico Tourism Company: The Puerto Rico Tourism Company (PRTC), founded in 1970, is a public corporation responsible for stimulating and regulating the development of the tourism industry. It provides visitor orientation and technical assistance to investors; evaluates tourism facilities and establishes standards of quality; and regulates and oversees gaming operations.ABOUT Roca Marketing: Roca Marketing is a travel and tourism strategic advisory and project management firm. Through robust research, Roca empowers their clients with data driven business intelligence and a set of customer centric solutions aiming to create growth and differentiation. In the project with the Puerto Rico Tourism Company, Roca provided the strategic advising, content recommendations and functionalities assessment to build the platform that will create a competitive edge.
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ALICE Helps Adults-Only Resort Stay Intimate by Silencing Radio Communication for Hawaii's Hotel Wailea

ALICE 16 August 2018
Hotel Wailea, Hawaii's only luxury adults-only resort, has selected ALICE to enhance their internal communication and align their staff task management within the most exclusive retreat community on Maui. ALICE is the hospitality industry's leading operations technology, connecting every department of the hotel with one platform for all staff communication and guest requests. Last year, ALICE acquired concierge software provider GoConcierge to augment its technology and customer service offering.Prior to implementing ALICE, Hotel Wailea used radios for communication across their 15 tropical acres and printed checklists to assign staff work. However, communicating only by radio created many obstacles for Hotel Wailea's staff. First, this method challenged accountability because there was no written or time-stamped documentation on tasks. Second, due to the constant radio chatter, the front desk would turn the volume down on the radio to avoid guests overhearing. Because of this, the housekeepers and maintenance staff had difficulty contacting the front desk as they would not hear the radio calls. Finally, housekeepers would utilize the in-suite phones to contact the front desk, which increased call volume for agents and hampered productivity.Now, all guest requests and internal work orders are placed by staff directly into ALICE. Each department has easy access to internal work orders and guest requests, and staff members can see who is responsible for a specific task and receive real-time status updates through to completion. "It was definitely an eye-opener for our front desk to see how many housekeeping & maintenance requests were made daily," said Chris Mitsumura, Hotel's Wailea's Director of Operations. "With the implementation of ALICE, the ability to monitor and manage all requests in real time, allows for better communication via staff and guests. This also gives management the opportunity to adjust procedures to become more efficient, by retrieving accurate data upon demand".Employees on property appreciate how easy it is to use ALICE, and how fast communication has become between staff members. Management has also noticed a decrease in guest complaints, "Our guest reviews have always been excellent, however, one thing we've noticed is we have virtually eliminated any complaints about housekeeping and maintenance service," highlights Mitsumura. "The overall fluidity of our communications has improved immensely, which correlates directly with our guest feedback."ALICE has additional benefits for Hotel Wailea beyond aligning staff on property. Hotel Wailea overlooks three Hawaiian islands and has an abundance of activities for their guests to indulge in, including complimentary Hawaiian Outrigger Canoeing Tours and Tropical Mixology classes. With ALICE, the staff can now create itineraries that allow for a "more professional experience for our guests and keeps them informed on all the details for their bookings," comments Mitsumura.
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Chief Concierge of The Jung Hotel and Residences, Claudette Breve, Sees the Industry Growing Stronger in The Next 5 Years

ALICE 9 August 2018
ALICE spoke with Chief Concierge of the Jung Hotel and Residences of the New Orleans Hotel Collection, Claudette Breve, about the impact of technology on the concierge profession, the current challenges that face the industry, and where she sees the see the profession going in the coming years.How did you begin your career in the concierge profession? In 1981, I walked into The Hyatt Regency New Orleans and told them I would be a great asset to their Concierge desk. I was told there were no openings but my persistence paid off and after several tries, they finally agreed to bring me on board. Within the course of 4 years, I went on to become the Assistant Concierge Manager and finally Concierge Manager, running the Club Level and lobby desk. Currently, I am the Chief Concierge at The Jung Hotel and Residences. I personally believe those in this industry are born to serve and that it is in my blood.What's the best and most challenging thing about being a concierge? When you love what you do, and I love being a concierge, it pours out of you. The best thing about being a concierge is sharing my passion for this industry and making people happy by showing them the New Orleans I love through my eyes. If I can touch every interaction in the most positive and helpful way, then I am one step closer to achieving a guest for life.On the other hand, the challenges can come in many forms. I learned many, many years ago that "NO" is not a word in my vocabulary, so if a guest gives me a challenging task or attitude, I do my best to turn it around quickly. A good concierge is creative with any challenge, and as long as the guest sees you are trying to assist them, it usually turns a negative into a positive.What is the biggest challenge in the profession? The biggest challenge facing the profession in New Orleans is hotels bringing in tour and transportation companies to act on behalf of a concierge position behind the front desk. These third-party tour companies sell specific tours and are not allowed to recommend any other company, causing biased recommendations that do not satisfy the guests' needs. More importantly, these companies lack the expertise and knowledge of the local area and strain the trusted relationship between the concierge and guests. Many of the local associations disapprove of these companies and I will continue to fight and protect our profession.Where do you get your concierge news/news about the industry?To stay abreast of constant changes in the New Orleans market, I subscribe to local publications and newsletters. I have also been a member of the New Orleans Concierge Association since it's conception, so attending our monthly meeting and socials allows me to network and discuss any news, changes, or challenges in our city. This year, I hope to achieve my Gold Keys, which will extend my network even more.What do you think of the impact of technology on the profession?Technology, such as platforms like ALICE, has changed the way we do things, giving concierges the ability to find things at lightning speed and helping us become better at what we do. However, I believe technology does not compete with the knowledge of a truly experienced concierge, but it can help us achieve things much quicker and more efficiently.Where do you see the profession in the next 5 or so years? I see it getting stronger. Not only are we valued in hotels, but our profession is now being used by corporations and businesses, hospitals and physicians, real estate companies, retirement communities and travel companies. It seems like everywhere you turn, some type of Concierge service is being offered.
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ALICE Celebrates Eli Gerard As Director of Sales While Company Gains Traction in Mexico and Latin America

ALICE 7 August 2018
ALICE, the hospitality industry's leading operations technology, celebrates Eli Gerard as Director of Sales for Mexico, overseeing hotel partners in Mexico City, Guadalajara, Puerto Vallarta, Zihuatanejo, Ixtapa, Manzanillo, Puebla, and Veracruz.Eli joined ALICE in March 2018 after the company's acquisition of concierge technology GoConcierge in September 2017. The increased traction in the last year has necessitated a tripling in the size of ALICE's salesforce across Mexico and Latin America. This has resulted in impressive wins for the company in the region, including new clients Grupo Posadas, the largest hotel operator in Mexico, which selected ALICE to standardize operations across their portfolio of 147 properties, and the luxury midsize groups Tafer Group and Villa Group.With over 10 years of hospitality sales and a strong track record of business development for new sales and client retention, Eli began his role as Director of Sales for Mexico to keep the company strategically aligned with the pace of new inbound opportunities.ALICE's VP of sales for North America, Wendy Zapach, highlights, "With the success we've seen in the most well known and prestigious chains and independent hotels in Mexico, we wanted someone who could leverage their knowledge of the industry with the number of growing opportunities. Eli's expertise in the market will allow our team to foster new relationships and partnerships with clients and elevate ALICE's status as the premier hospitality operations partners to the best Mexican properties."Prior to joining ALICE, Eli initiated sales efforts to drive revenue of some of the most prestigious resorts and spas across Mexico, including the Hilton Cancun Golf and Spa Resort, the Westin Resort and Spa Cancun, the JW Marriott Resort and Spa Cancun, the Marriott CasaMagna Cancun Resort, the DoubleTree by Hilton, and the Hilton Garden Inn Mexico City Santa Fe. The move from hospitality to technology sales feels like a natural transition for Eli, "Through my experience of hospitality sales and knowledge of the Mexican hospitality landscape, I understand the needs and wants of the hotelier from a technology standpoint. I can put myself in their shoes and show them how ALICE can improve their work and achieve excellent service that will elevate the guest experience."Eli is a graduate of Universidad de las Americas Puebla in San Andres Cholula Puebla Mexico where he received his Bachelor of Arts degree in Hotel Management. In his spare time, Eli enjoys cheering on his collegiate American football team and his favorite NFL team, the Denver Broncos.
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The Chateaux Deer Valley Uses ALICE to Give Guest the Chance to Experience Everything the Mountain Town Has to Offer

ALICE 2 August 2018
The Chateaux Deer Valley has selected ALICE to improve staff communication and enhance its guest services at its ski hotel nestled amid the majestic Park City mountains. ALICE is the hospitality industry's leading operations technology, connecting every department of the hotel with one platform for all staff communication and guest requests. Last year, ALICE acquired concierge software provider GoConcierge to augment its technology and customer service offering.As part of Stein Collection, The Chateaux Deer Valley joins sister properties, Stein Eriksen Residences and The Residence at The Chateaux Deer Valley, on the ALICE platform, allowing consistent staff operations and guest engagement at all three properties. Before ALICE, The Chateaux Deer Valley staff used walkie-talkies, excel sheets, and email to manage staff work and facilitate staff communication with one another while on property. However, not every staff member had a company email address, which meant management would often print out notices and use shift clipboards to transfer information between employees. "We were looking for a technology platform that would bring us out of this dinosaur age of using printed excel sheets," said Ryann Wynn, Guest Services Manager at The Chateaux Deer Valley. "After extensive market research, we chose ALICE because we can keep track of all requests on one system and we were able to build a platform that met the specific needs for the property." Located within steps of the world-renowned Deer Valley Resort, returning guests to this skiers' paradise feel the hotel's value lies in its excellent service and its proximate location to the ski slopes and mountain trails. Before ALICE, coordinating the guest's ski service and providing up-to-date trail conditions was difficult to organize and dispatch correctly, especially if they did not have the clipboard at hand. Now with ALICE, the staff can promptly implement every guest request, such as complimentary ski gear storage, private lessons, and bus shuttles. "It is a lot easier to track the special services we provide guests with ALICE, than [using] the passing clipboards," highlighted Wynn. "Since multiple staff members can use the system at one time, one staff member is assisting a guest, while another person on the team can coordinate the different services we have to offer. It aligns our team better and provides less confusion." The Chateaux Deer Valley is the perfect home base for adventure and relaxation year-round. With so many seasonal activities, The Chateaux Deer Valley staff is also using ALICE to improve their guest engagement after the peak season. Wynn emphasizes, "We are now able to send out better itineraries with the help of ALICE to highlight the activities that happen all year-round, so the guests can start booking sooner."
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Discover How Nordic Choice Hotels Became One of the Most Innovative Brands in Norway

ALICE 30 July 2018
Nordic Choice Hotels, one of the largest hotel groups in Scandinavia, has pioneered innovation in multiple fields as a way to optimize service delivery across their diverse portfolio of hotel brands. With investigations into everything from space travel to food nanotechnology, it's no wonder why Nordic Choice Hotels is one of Norway's top 10 most innovative companies. In 2017, Nordic Choice Hotel adopted ALICE's hotel operations platform to help elevate their guest satisfaction and operational excellence.ALICE's Co-founder and President Alex Shashou sat down with Nordic Choice's Head of Business, Christian Lunden, to discuss innovation at their properties and how the influence of other industries spurs the company's own innovation.How would you characterize the Nordic Choice properties?Nordic Choice is the Scandinavian franchise of Choice Hotels International. We are one of the biggest chains in the Nordics and Baltic regions, with around 200 hotels. We have a broad spectrum of different brands, and we believe in owning a diverse portfolio of options for our guests to choose from. For example, Quality Hotels is like a big, conference hotel chain, while our Comfort Hotels is a cool, urban hotel chain - much like what you would find in the US. On the other hand, we have really upscale hotels, like The Thief, which is one of the most luxurious hotels in Norway.Can you tell me about your approach to innovation at Nordic Choice?People see us as being a very innovative company when it comes to their travel. We monitor and develop what kind of areas we should develop in the future, so that we are not only making money on hotel rooms but also creating extraordinary experiences. For example, I've met with NASA about space tourism, to find out how our popular world of hospitality can be a really big player in space. It's about trying to see how our innovation team can learn from different industries to bring back ideas to make our own industry more attractive.Is there anything you think that hotels can take from other industries rather than from their competition?I'm not interested in what our competitors are doing - because if they are doing it then we are already too late. I'm more interested in how companies like Netflix, Apple, Tesla, and others outside our industry are crafting totally new experiences or expectations for guests. It's interesting to study consumer behavior, because that informs guests' expectations when they come to our hotels. So, hoteliers need to understand the behavior and the excitements guests as consumers have in different areas.I agree with you that if you look at other industries you find out more about your own. In the past you have mentioned looking at nanotechnology. What were you referring to?We work with nanotechnology in several different areas - one of them is food. We are always trying to develop ways to make food better: chocolate that doesn't melt, meat with less fat, milkshakes that taste really sweet but have no sugar in them We work directly with scientists to see life-improving achievements with this kind of technology.So, let me ask you the obvious question: Why don't you let the food companies work on food? You're a hotel company?Nordic Choice is Scandinavia's biggest F&B provider because of all of the restaurants we have in our hotels! It's very much at our core. We work together with the food and technology companies to understand them better and try to get their knowledge and understand what's happening, so we can be much better prepared in the future for the next restaurant we need to focus on.Let's move on to blockchain - why blockchain?There are many reasons why we are exploring and starting to experiment with blockchain. The most obvious is the cost of distribution, because we do pay a lot of money to the OTAs. We like to have a strategic relationship with the OTAs, but want to capture repeat bookings ourselves - guests don't realize that although repeat booking through OTAs is convenient for them, it actually costs us a lot of money, and we like to have better contact with our guests.The second reason is that blockchain is a decentralized, open source API, meaning no one owns it and anyone can benefit, even the short term OTAs. No one can take money from the middleman and we can have one interface for them to work with us. If we put our rooms onto a blockchain, anyone can access it and sell our rooms. So many good travel companies and startups are begging for an easier way to access our inventory, and blockchain gives it to them.Let's assume the OTAs aren't going anywhere- what would you like the future OTA to do? What would you like the relationship to be? Can you see any industries where the middleman is a true partner of the services that are provided? If we have a strategic relationship with the OTAs and we can see where they are good and we are good then that is the perfect match. As long as they don't take too much advantage of their position then it's fine.When you say "good", do you just mean dropping commissions?We are happy to pay commissions, it's valuable to get reservations from the OTAs. If we could, we would even be selling rooms from Instagram or third party startups, and for this we want to pay them. If someone is making business for us, we want to honor that. This is why we are excited about the potential of blockchain. It would allow us to free our distribution onto any channels, small and big.But we need to keep it reasonable, meaning we should get information and know who the guest is so we can give them the perfect experience and the benefits they would have as if they were a returning guest.So is it fair to say blockchain might allow an even playing field?I would more or less agree. The bigger players will always have more advantage, but yes, I think it will equal it out.As the hotel world evolves through technology, where do you think you will make money from in the future? In the next 5 or more years, we will no longer get most of our income from selling hotel rooms, but instead from other services, such as cleaning, catering, and laundry that are more important or as important as the hotel rooms. The rise of the homeshare industry has given us the opportunity to leverage the level of hospitality we provide in our hotels to homeshare operations.In November, we bought the biggest service department in Sweden, so we have 3,000 apartments now around Scandinavia for extended-stay or for company stays. We are moving quite fast and are now the biggest apartment owners in Scandinavia.Interesting, are you offering your hotel services to these apartments?Not yet. But we tested how this might work with a pilot we ran in Copenhagen last year, in which we met with Airbnb apartment owners close by to one of our luxury hotels and offered owners our services to make sure these apartments all met the same high standards as our hotels. The idea was to remove the fear that some business people have while renting an Airbnb, by giving the apartments the Nordic Choice stamp of approval and the 24-hour service and reassurance that provides. We provided the apartments with our hotel towels, linens, toiletries, and everything you can find in a hotel. We also got some apartments discount coupons so you can go down to our hotel and get a discount on different hotel amenities or services.Our vision is to eventually make all of the apartments we own part of the "world's best digital guest journey," and provide owners with a hotel experience in their own home.Longer term, I see of course also F&B, co-working, retail playing a big role for us as well. It is important that we understand that our business will look very different in the future from what it is today.What's next for Nordic Choice? At the moment, we are doing very small projects. We are working quite a lot with startups to extend ourselves from AI, to VR, to AR, to wireless charging. Many of the things we are working on might not add to the company for 1-2 years. We are testing further innovation to see how we can continue to improve our operations throughout the organization.
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The Hotel Zetta Staff and ALICE Drive Improving Cleanliness and Service Online Reviews

ALICE 26 July 2018
Hotel Zetta has selected ALICE to enhance their internal communication, housekeeping operations, and guest engagement at their vibrant boutique hotel. ALICE is the hospitality industry's leading 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.Part of the Viceroy Hotel Group's collection of "urban retreats", Hotel Zetta joins sister properties Hotel Zelos and Hotel Zeppelin on the ALICE platform, allowing consistent staff operations and guest engagement at both the corporate brand and individual hotel level.Upgrading all departments to ALICE at Hotel Zetta has made a positive impact on staff operations and accountability, especially for the housekeeping department. Before ALICE, Hotel Zetta communicated internally by email, phone calls, and radios which can be unreliable to ensure all housekeeping was completed to the highest of standards. Now with ALICE, every housekeeper on the property carries a smart device and can coordinate and prioritize tasks right from their phones. "ALICE has made our housekeeping communication tighter and closes any gaps to complete or follow up on any request," said Hotel Zetta's General Manager, Mark Beevor. "We can now send messages to the room attendant to clean a certain room, know when the room is now cleaned, or identify any factors that may delay the process."Hotel Zetta attracts savvy travelers and culture seekers looking for a unique local experiences while they stay in the trendy SoMa district of San Francisco. With ALICE, the staff at Hotel Zetta can automatically import local vendor details to create memorable trips upon request, filled with great local activities and dining experiences. "ALICE allows our entire front office staff to confidently provide highly curated recommendations," Beevor emphasizes."When we look at our reviews online, our top two trends are cleanliness and service," said Beevor. "I think it is safe to say that the staff we have working in the hotel and the ALICE platform are the constant drivers to this result and contributing factors to the reason people come back to stay at our hotel."ABOUT VICEROY HOTEL GROUPViceroy Hotel Group inspires travelers with one-of-a-kind authentic lifestyle experiences that bring together provocative design and intuitive service in sought-after locations. A leader in modern luxury, Viceroy's vibe-led hospitality is guided by the brand promise "Remember to Live," an affirmation to create lifelong memories for each and every guest. Viceroy destinations are segmented into three distinct portfolio tiers to help travelers find exactly the kind of experience they're looking for. The Viceroy Icon Collection properties include epic hotels and resorts in Chicago, Beverly Hills, Riviera Maya, Snowmass, Los Cabos and St. Lucia, with forthcoming openings in Algarve, Buenos Aires, Panama, and Vietnam. The Viceroy Lifestyle Series hotels and resorts are found in attitude-led destinations including New York and Santa Monica, with a forthcoming opening in Serbia. The Urban Retreat Collection properties in San Francisco have an independent spirit and bold, eccentric personalities. Viceroy Hotel Group is a member of the Global Hotel Alliance (GHA) DISCOVERY, a unique loyalty program offering exclusive benefits and experiences to its members at over 550 hotels around the world. For more information, visitwww.viceroyhotelsandresorts.com. Follow Viceroy Hotel Group at facebook.com/viceroyhotelgroup and on Instagram and Twitter @viceroyhotels.
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The San Luis Resort Upgrades Their Concierge Technology to Offer the Perfect Galveston Island Experience

ALICE 19 July 2018
The San Luis Resort, which consists of three properties and Convention Center, has selected ALICE to enhance their internal communication, concierge operations, and guest engagement at their beachfront property. ALICE is the hospitality industry's leading operations technology, connecting every department of the hotel with one platform for all staff communication and guest requests. Last year, ALICE acquired concierge software provider GoConcierge to augment its technology and customer service offering.Prior to implementing ALICE, The San Luis Hotel communicated with radios and documented guest and internal requests manually. The hotel team sees ALICE as an opportunity to respond to guest needs more quickly and provide service efficiency across their hotel teams without having to increase labor cost or staff count. The rollout of ALICE's suite of products on the property includes ALICE's concierge software, preventative maintenance software, and integrated hotel guest messaging. Located a short distance from Houston on the Texas Gulf Coast, The San Luis Resort offers the perfect Galveston Island experience with lavish accommodations, breathtaking views of the Gulf of Mexico and personalized service. With such customized services, The San Luis Resort has a strong base of loyal guests, and was searching for a technology solution they could help them deliver the best experience the island has to offer. "ALICE allows us to enhance the guest experience, providing consistent and reliable service for our returning customers," said Steven DeFelice, Regional Director of Sales for The San Luis Resort."The San Luis Resort has always been the premier hotel in Galveston. The hotel is robust with meeting space, multiple restaurants, an amazing pool with cabanas and a swim-up bar, and is as close to you can get to the beach. With an operation as expansive as theirs, a system like ALICE is a natural fit." said ALICE's Director of Sales, Darien Long. "In the short term, they will be able to more quickly service guest demands and begin to understand where they can preemptively meet the guest's needs before the request has been made. Over the long term, the hotel can expect to understand trends that can help them control operational expenses. We are so excited to have our first ALICE hotel on the Galveston Island and another partner with Landry's Hospitality."When asked about the ALICE training process, DeFelice highlights, "I have been happy with how the ALICE team has rolled out training on the property and how they work hand-in-hand with each of the departments to make this a seamless and exciting transition."
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How Les Clefs d'Or Member, Laura Cunningham, Uses Technology to Stay One Step Ahead of The Guests

ALICE 16 July 2018
ALICE sat down with Les Clefs d'Or member and Chief Concierge of The Dewberry in Charleston, Laura Cunningham, to discuss the current opportunities and challenges for the concierge, the impact of technology on the profession, and the future of the concierge industry.What brought you to the hospitality industry and the concierge profession?Someone once told me, make your hobby your job. I've always had a passion for traveling and experiencing a destination through the eyes of a local. Someone recommended I start a career behind the concierge's desk and I haven't left. I love exploring all of the incredible restaurants, neighborhoods, and attractions found in the cities I am lucky enough to reside in and providing others with recommendations that will make their trip most memorable. Nine years later, I am just as passionate as my first day behind the concierge desk.What's the best thing about being a concierge? What's most challenging? The best thing about being a concierge is receiving positive feedback from guests that have an unforgettable experience. It's extremely rewarding to know you've accomplished the goal of providing your guest with the best recommendation.On the other hand, one of the most challenging aspects of being a concierge is keeping up with the growing city and constantly expanding list of attractions, exhibits, and restaurants. I often rely on the local visitor bureau to help me stay informed with what is going on in the local area.What do they think of the impact of technology on the profession?I think technology has been very beneficial to my profession. I personally believe I could not do my job without evolving and using the latest technology. I need to stay ahead of the guests with a smartphone or the well-educated traveler who knows everything, and technology allows me to do that. Everything I need is done through programs like ALICE. These concierge programs simplify my job and take out many of the tedious steps a leisure travel deals with when researching. ALICE provides the most up-to-date information on the hours, location, and contact information, as provided by Google. It allows me to immediately generate beautiful confirmations and itineraries, which is very helpful.Another way technology has positively impacted the concierge industry is by improving communication with guests. In today's world, everyone is constantly on their smartphones, ALICE's newest features allow me to confirm reservations and guest itineraries more efficiently.Where do you see the profession 5 years from now?The experiences we curate for guests are unlike anything that can be booked online. Although we rely heavily on technology, a good concierge takes into account an individual's preferences in order to make the most appropriate suggestions. A concierge can personalize the sights you see and your travel experience - things a computer cannot do. We use programs like ALICE to provide guests with individualized itineraries, details and confirmations. I believe in the next 5 years, using technology in the concierge industry will become standard and we will become more accustomed to using these advanced tools to bring incredible experiences.
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Trendy Brooklyn Hotel Uses ALICE To Increase Operational Efficiencies and Employee Accountability

ALICE 28 June 2018
The Williamsburg Hotel has selected ALICE to sync together their interdepartmental communication to increase operational efficiencies and employee accountability. ALICE is the hospitality industry's leading 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.Located in New York's trendy North Brooklyn borough, The Williamsburg Hotel opened last spring and initially used excel sheets and head of department meetings to discuss their hotel operations and staff performance. However, analyzing the individual cell data and reconfiguring it to a specific room or department was time-consuming and prolonged staff task delegation. Knowing that requests would increase with the hotel's popularity, the Williamsburg Hotel chose ALICE to improve staff coordination and request management via dedicated task management technology connecting every department of the hotel.ALICE connects every staff member on one system, allowing fluid communications between departments. "Communication is the key to a successful chain and ALICE is a powerful tool for the hotel to use to communicate between departments," Franck Hermann, Front Office Director, highlights. "The staff feels very protected because once it is in ALICE, there is a trace and proof the department has been trying to contact another department. Once someone submits a ticket, we can see the time, date, and any internal notes so it keeps the entire team accountable."Now, with ALICE, the management team can gain insight to the performance of the Williamsburg Hotel and can see how quickly staff are responding to internal orders and guest requests. They can also now compare efficiency between staff members, and better allocate them to tasks, as well as ensure all tasks are completed to the highest standards.
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Hotel Interurban Selects ALICE to Streamline Operations and Elevate The Guest Experience From The Beginning

ALICE 26 June 2018
The newly opened Hotel Interurban has selected ALICE's suite of products to streamline hotel operations and elevate the guest experience. ALICE is the hospitality industry's leading 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.Located a few miles from the Seattle-Tacoma International Airport in Tukwila, Washington, the adoption of ALICE's suite of hotel technology continues Hotel Interurban's focus on elevating the guest experience with cutting-edge technology. The hotel's tech-forward amenities include a custom-built canopy at the entrance of the hotel, comprising of 60 solar panels that produce enough electricity for almost all first-floor operations. Hotel Interurban also features Washington State's first in-house Relay robot, "Hazel," who delivers items to guestrooms, assists with room service, and is a regular presence around the hotel.Many of the Hotel Interurban team members, including the hotel's General Manager, Mike West, have used ALICE at other properties throughout the Pacific Northwest and are excited to implement ALICE on property. "Hotels are always looking for ways to streamline operations and make their teams more efficient," said West. "For Hotel Interurban, ALICE is the perfect platform to accomplish almost everything with one easy-to-use tool.""Both ALICE and Hotel Interurban strive to offer the highest level of personalized guest services through technology," said ALICE's Senior Sales Executive of the Pacific Northwest and Hawaii, Karen Clancy. "When hotels open with ALICE, they give their staff the necessary tools to create strong processes from the very beginning. The result is exceptional guest experience and staff communication from the moment their doors open."The rollout of the ALICE platform at the property includes ALICE's suite of front of house tools for the hotel's Concierge, Front Desk and Guest Services teams, and back of house tools for Maintenance, Housekeeping, Front Desk, Security, and Food & Beverage.About Hotel InterurbanSituated in Tukwila, Wash., minutes from downtown Seattle and the Seattle-Tacoma International Airport, Hotel Interurban offers 185 contemporary-style guestrooms. The 19-story hotel is the tallest building in Tukwila, surrounded by more than 200 entertainment, shopping and dining options. The hotel offers an indoor saline pool and over 15,000 square feet of meeting and event spaces, including the 19th-floor Rainier Room with a spectacular view of iconic Mount Rainier. Other features include a lobby espresso bar and the Waterleaf Restaurant & Bar, offering a casual dining option with a focus on globally inspired cuisine. Hotel Interurban is owned by a group of local real estate developers and will be managed by Columbia Hospitality, Inc. For more information, visit www.hotelinterurban.com.
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Discover Why ALICE Is The Hospitality Industry's Choice For Guest Satisfaction And Operational Excellence At HITEC 2018

ALICE 15 June 2018
ALICE, the hospitality industry's leading operations platform, will showcase its product portfolio of six hotel management and guest engagement products at this year's HITEC in Houston, June 18-22, at Booth 2319. Schedule an appointment with the ALICE team here.ALICE offers solutions for the hotelier that create a unified hospitality experience, helping hotels foster meaningful relationships with guests and connecting departments across the hotel. Hoteliers can bundle ALICE's suite of front of house tools for your Concierge, Front Desk and Guest Services teams, and back of house tools for Maintenance, Housekeeping, Front Desk, Security, and Food & Beverage to achieve exceptional service through mobile staff technology and guest communication channels.ALICE's partners include 3-5 star independent and managed hotels, hotel groups, residential condominiums, serviced apartments, vacation rental companies, and recently acquired concierge technology provider GoConcierge in 2017 to augment its technology and customer service offering.Hoteliers can leverage the ALICE platform to dramatically improve guest satisfaction and operational excellence with the suite of ALICE products:Tools for Guest Satisfaction ALICE Concierge is a request management and communications tool that keeps your concierge and front desk teams organized and focused on exceeding guest expectations.ALICE Guest Messaging enables your hotel staff to leverage text messaging to make it easy to connect with guests, improve TripAdvisor scores, and drive guest loyalty.ALICE Guest App & Website provide your guests with a hotel-branded app and web portal to access all of your hotel information and services.ALICE Package Management is the tool you need to help your staff record, maintain, and easily access a log of incoming and outgoing packages.ALICE Lost & Found Management ensures your hotel staff can track all found items and organize them in the hotel.ALICE Guest Service Recovery enables your hotel staff to turn complaints into compliments.Tools for Operational ExcellenceALICE Service Dispatch replaces your siloed systems with an easy-to-use task management system enabling your entire team to work together.ALICE Preventative Maintenance allows hoteliers to manage, track, and schedule their entire maintenance operations. ALICE was named Forbes Travel Guide's Official Staff Technology Provider for 2018, and its suite of products have won multiple industry awards including Hotel Tech Report's "Best Concierge Software" and "Top Staff Task Management and Collaboration Platform" at the HotelTechAwards.If you're looking for technology to improve your hotel's performance, stop by ALICE's HITEC Booth 2319 to meet the team and see a live presentation of our technology. Hoteliers interested can book a meeting in advance, for a personalized demo of ALICE.
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ALICE And Samsung Develop The Smartwatch The Hospitality Industry Has Been Waiting For

ALICE 14 June 2018
Ridgefield Park, N.J. -- Samsung Electronics America, Inc., and hotel operations platform ALICE today announced a new hotel management solution that uses smartwatches to improve staff communications, speed responsiveness to guests, and enhance customer service. With connected, LTE-capable smartwatches easily accessible on their wrist, hotel employees in key operations - such as housekeeping, maintenance, and bellman service - can manage customer requests and resolve incidents more quickly and efficiently across departments.The wearable solution was created by Samsung SDS, which is Samsung's software and solutions organization. The solution combines the ALICE hotel platform and a Samsung Gear S3 smartwatch to help hospitality workers--who are often mobile--enhance productivity and guest service through 'hands-free' connectivity. Luxury hotel company Viceroy Hotel Group brought together ALICE and Samsung, and will be first to implement the digital solution to help Viceroy's employees, who are constantly on the move.With this solution, when a guest request or urgent need arises (i.e. towel delivery, broken toilet, luggage pickup), the department's employees receive silent vibration alerts via the smartwatch on their wrist. The appropriate employee can respond to and accept the task with a tap of the smartwatch, informing staff that someone is attending to the guest. Managers can efficiently track tasks in real-time until service is completed.The joint solution will debut at the HITEC 2018 conference in Houston, Texas, with demonstrations at the Samsung booth (#1929) and the ALICE booth (#2319) from June 18-21."This smartwatch solution from Samsung and ALICE provides a compelling tool for hotels, whose employees are often mobile, and require durable, hands-free operation for completing day-to-day tasks," said Eric McCarty, Vice President, B2B Mobile Product Marketing, Samsung Electronics America. "With capabilities such as Samsung Knox built in, hotels not only have a wearable that keeps employees connected, but can be securely managed to meet specific business needs."Transforming Hotel CommunicationsSamsung and ALICE's hands-free solution is ideal for hotel staff who need to handle objects and complete tasks with both hands, while keeping eyes focused on nearby guests. This includes maintenance workers on a two-handed repair job, room service carrying trays and housekeeping handling cleaning devices and who do not have instant access to phones. This also eliminates risks of dropping devices on the job, silences disruptive radio communications, and does away with hotel 'corkboard' check-ins."Samsung and ALICE are not just delivering a watch as an access point into the hotel's infrastructure," said Alex Shashou, President of ALICE. "We are providing three main benefits to hotels, including returning time to the staff so they have more time to execute better service. We are giving the staff back their hands, so there is one less thing to carry or break. And with a hands-free wearable as their main communications tool, we are restoring eye contact to hospitality - enabling the smile between guest and hotelier that has so long meant hospitality."In addition, the solution helps personnel across the hotel improve responsiveness, a key component of service in the industry, where most requests are interruption-driven and ongoing preventative tasks are superseded by reactive customer requests. Completing even mundane tasks -from fixing a clogged toilet to providing special VIP service--must be attended to in a responsive, quick matter to ensure success.Accelerating Service at ViceroyViceroy Hotel Group, a modern luxury hotel brand with hotels and resorts around the world, will be first in the hotel industry to test the Samsung-ALICE wearable solution. The hotel is deploying the Samsung-ALICE smartwatch solution at their Viceroy L'Ermitage Beverly Hills property to provide staff with an easy-to-use device that is supportive of mobile workflows and contributes to customer satisfaction. With plans to roll out the wearable solution across their portfolio of hotels, Viceroy plans to shave minutes off each task-based request as a result of the smartwatch approach, increasing efficiencies. Minutes make all the difference in service-based environments, which must remain sensitive to a guest's time."In the true spirit of connection, it's been exhilarating to bring together two leaders in their respective industries to help discover new ways to create game-changing solutions that will advance the hotel industry," said Darren Clark, Vice President of Technology at Viceroy Hotel Group. "We are excited to be an intrinsic part of the creative process by finding ways to make the smartwatch an integral, productive part of our strategy, and provide our team with seamless, real-time communications with guests."The solution will be available this summer. For more information on the ALICE platform, visit here.About Samsung Electronics America, Inc.Headquartered in Ridgefield Park, N.J., Samsung Electronics America, Inc. (SEA), is a recognized innovative leader in consumer electronics, mobile devices and enterprise solutions. A wholly owned subsidiary of Samsung Electronics Co., Ltd., SEA is pushing beyond the limits of today's technology and providing consumers and organizations with a portfolio of groundbreaking products in appliances, home entertainment, Internet of Things, mobile computing, smartphones, virtual reality, wireless infrastructure and wearables, in addition to offering leading content and services related to mobile payments, 360-degree VR video, customer support and more. Samsung is a pioneering leader in smartphones and HDTVs in the U.S. and one of America's fastest growing home appliance brands. For more information about Samsung's Hospitality TV solutions, please visit www.samsung.com/hospitality or call 1-866-SAM-4BIZ.About Viceroy Hotel GroupViceroy Hotel Group inspires travelers with one-of-a-kind authentic lifestyle experiences that bring together provocative design and intuitive service in sought-after locations. A leader in modern luxury, Viceroy's vibe-led hospitality is guided by the brand promise "Remember to Live," an affirmation to create lifelong memories for each and every guest. Viceroy destinations are segmented into three distinct portfolio tiers to help travelers find exactly the kind of experience they're looking for. The Viceroy Icon Collection properties include epic hotels and resorts in Los Cabos, Chicago, Dubai, Abu Dhabi, Beverly Hills, Riviera Maya, Snowmass, and St. Lucia, with forthcoming openings in Algarve, Buenos Aires, Panama, and Vietnam. The Viceroy Lifestyle Series hotels and resorts are found in attitude-led destinations including New York and Santa Monica, with a forthcoming opening in Serbia. The Urban Retreat Collection properties in San Francisco have an independent spirit and bold, eccentric personalities. Viceroy Hotel Group is a member of the Global Hotel Alliance (GHA) DISCOVERY, a unique loyalty program offering exclusive benefits and experiences to its members at over 500 hotels around the world. For more information, visit www.viceroyhotelsandresorts.com. Follow Viceroy Hotel Group at facebook.com/viceroyhotelgroup and on Instagram and Twitter @viceroyhotels.
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Guests Receive 'Celebrity' Status Services At The Colony Hotel with ALICE

ALICE 12 June 2018
The Colony Hotel has selected ALICE to upgrade their staff communications and back of house operations at their hidden oasis in the heart of Palm Beach. ALICE is the hospitality industry's leading 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.Before ALICE, the staff at Colony Hotel were using a handful of different methods to communicate with one another and manage their work, such as email, phone calls, walkie-talkies, internal reports, and stand-up meetings. This communications approach challenged the consistency of internal communication and made it difficult to keep track of important room and maintenance information that would allow the team to be more proactive with hotel operations.Known for its colorful decor and lively history of hosting U.S. presidents, European royalty, and Hollywood's elite, the Colony Hotel places a "great emphasis on personalized, genuine customer service for every guest that comes through the door," says the Colony Hotel's Relations Manager, Chris Cameron. "Any means which frees us up to focus on guests' needs and improve our guest interaction with better eye contact, the better." With ALICE, the staff at the Colony Hotel can now focus less on communicating maintenance issues internally and more on creating an environment that focuses on making every guest feel like a celebrity.Now, during hotel maintenance activity, anyone on the team can log into ALICE and see the status of guest requests or internal work orders. "The ability to eliminate the need to call in housekeeping and maintenance requests has been powerful in increasing our hotel efficiencies," General Manager, Thomas List, emphasizes. With ALICE, anyone on the Colony Hotel staff can create work order tickets and leave internal notes and attached photos, streamlining the time spent on maintenance repairs. Since all maintenance and request data is stored securely in the cloud, management at the Colony Hotel can now view previous room history to gain insights into their hotel operations and resource allocations."From efficiency to accountability ALICE has been a win-win," List highlights. "Beginning with sales, to training to IT, the team support ALICE has been great and we are proud to have such a dedicated partner."
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Voice, Digital Signage, In-room Controls - Oh My! ALICE Leads the Way With Industry Open API

ALICE 7 June 2018
ALICE, the hospitality industry's leading operations platform, uses their Open Application Programing Interface (API) infrastructure to streamline communication between technology solutions, and to provide the hospitality industry with cutting-edge integrations. ALICE's Open API integrates directly with your hotel's app, website, property management systems (PMS), and more, to provide comprehensive solutions to better enhance staff operations and the guest experience for our hotel partners. ALICE leads the way when it comes to rallying the industry around the power of APIs. ALICE's CTO, Dmitry Koltunov, helped spearhead the creation of HTNG's new API Registry, which brings together all vendor API and integration information.ALICE will showcase their innovative Open API integrations and complete suite of hotel management and guest engagement products at this year's HITEC in Houston, June 18-22, at Booth 2319. Schedule an appointment with the ALICE team here.ALICE joins all staff departments onto a single operations platform to streamline staff operations and enhance the guest experience. ALICE's suite of products include front of house tools for your Concierge, Front Desk and Guest Services teams, and back of house tools for Maintenance, Housekeeping, Front Desk, Security, and Food & Beverage. ALICE acquired concierge technology provider GoConcierge in 2017 to augment its technology and customer service offering.Here are a few ways ALICE has extended their core operations offering with innovative partner integrations:Read how ALICE is bringing a new standard of hotel room convenience with Amazon Alexa powered by Volara. Now when the guest gives an "Alexa" voice command, the guest's request syncs with the ALICE task management platform for staff, making it easy for hotel staff to track and complete. The result is guests that feel at home, and staff that aren't overwhelmed by yet another communication channel with guests.Learn how the ALICE-Percipia partnership provides a convenient way to create and deliver itineraries without leaving the lobby. When a concierge creates an itinerary for the guest, this itinerary can be displayed via Percipia's in-room device, LATITUDE. This provides the guest with a convenient way to stay on top of their schedule, and the concierge with a user-friendly way to share their work with the guest.Discover how The Greenwich Hotel increased their guest engagement rate by over 80% through ALICE's Open API. Thanks to the partnership between tablet provider Alta, and hotel operations platform ALICE, guests at the Greenwich Hotel can now request services and amenities from the hotel as well as discover anything they'd need to know about the surrounding neighborhood, all without having to stop by the front desk or pick up a phone.If you're looking for technology to improve your staff operations and guest satisfaction, stop by Booth 2319 to learn more about what other experiences might be possible via our API and integrations, and see a live presentation of our technology. Hoteliers interested can book a meeting in advance, for a personalized demo of ALICE.
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ALICE And Volara Deliver Voice-Powered Concierge Services To Personalize The Guest Experience And Streamline Hotel Operations

ALICE 6 June 2018
Request an item: "Alexa, bring a Snuggie up to my hotel room."Schedule a service: "Alexa, ask the hotel to schedule turndown service for 5PM."Check on the Status of a Request: "Alexa, when will that coffee arrive in my hotel room."We are now living this reality. Guest requests, simply spoken in the hotel room, are now seamlessly routed through ALICE to the appropriate member of staff for completion, thanks to the the partnership between ALICE, the hospitality industry's leading operations platform, and Volara, the hospitality industry's premier voice-based engagement software.In a recent report, 73% of travelers noted they want in-room voice controls when they stay at hotels. With the ALICE-Volara integration, when the guest gives an "Alexa" voice command, the guest's request automatically syncs with the ALICE task management platform, making it easy for your staff to track and complete. Your guests' commands can be simple, like asking for the WiFi password, or more complex, like asking for someone to bring fresh towels to your room. All commands can be configured to your hotel's brand, ensuring guest satisfaction and enhanced staff operations."When you look at trends in our industry, voice is clearly the future for how hotels will communicate with their guests," says ALICE's Co-Founder and President Alex Shashou. "As the the only hotel technology with the Alexa for Business Service Delivery Designation from Amazon, Volara's focus on innovation and dedication to elevate the guest experience aligns with ALICE's values. Volara's voice-interface for ALICE will enable new efficiencies in guest service, reduce the friction guests face getting what they need in hotels, and simply put a smile on everyone's face.""ALICE has been disrupting the hotel industry with its fresh, open, and collaborative approach. Volara's mission to create a more engaging, frictionless, and seamless experience for hotel guests and staff aligns well with that of ALICE." said David Berger, CEO of Volara. "Hotels that use ALICE to streamline their operations will now see immediate measurable benefits from the addition of this new voice interface for their technology."The benefits of the ALICE and Volara integration include:Decreased friction - The Amazon Echo is a hands-free speaker controlled by a human's voice, meaning guests no longer need to pick up the phone or wait on hold to get the service they want.Increased efficiency - Volara's software runs atop of the Amazon Echo and integrates with your ALICE operations platform. Guest requests are routed immediately from the guest's voice to the appropriate member of your staff, with no manual entry.An enhanced guest experience - With ALICE and Volara, you can measurably reduce the wait time for guests to receive amenities and hotel information - even enabling them to check on the status of their request by voice -,resulting in happier guests.As voice-enabled technology grows in popularity, your guests will soon expect your hotel services to be voice-enabled. The ALICE and Volara partnership provides a natural, interactive, and easy-to-use medium for guests to communicate with their hotels, and a seamless way for staff to manage and fulfill those voice requests.About VolaraVolara is THE provider of custom voice-based solutions for the hospitality industry and the only such provider with the Alexa for Business Service Delivery Designation from Amazon. Volara's proprietary software creates a business tool atop the leading smart speakers and natural language processing platforms. Volara's proven best practices ensure high utilization rates and an optimal guest experience that creates personal and remarkable engagement with brands. Volara is the largest manager of Alexa devices in the enterprise today and over a million people have used voiced-based solutions powered by Volara. For more information, please visit www.volara.io.
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Itinerary Creation and Delivery Just Got Quicker Thanks To ALICE and Percipia

ALICE 1 June 2018
ALICE, the leading hospitality operations platform, and Percipia, the industry innovator in telephony solutions, software, and services, have partnered to provide The Post Oak Hotel at Uptown Houston with convenient in-room digital signage to enhance the guest experience.Now, with the ALICE-Percipia partnership, when a concierge creates an itinerary for the guest, this itinerary can be displayed on an in-room device. This provides the guest with a convenient way to stay on top of their schedule, and the concierge with a user-friendly way to share their work with the guest. Percipia's LATITUDE mobile application brings in-room controls, express in-room dining, and digital signage, to the hotel's guest rooms."We are very pleased to be a part of this project to elevate the guest and staff experience at The Post Oak Hotel at Uptown Houston. We will always be open to integrating with ALICE or any other hospitality applications," said Percipia's CEO Michael Velasquez.The ALICE and Percipia integration is possible because of ALICE's Open API, which allows for guest itinerary information that lives in ALICE to be displayed on the Percipia in-room mobile application. The collaboration between ALICE and Percipia expands the two companies' ability to offer an even better guest and staff experience for their hotel partners.Craig Thomas, the hotel's Vice President of Sales and Marketing, highlighted, "We are eager for our guests to benefit from the merging of technology between these two well-known service providers."The benefits of the integration between ALICE and Percipia include:Time savings for hotel staff and concierge - The itinerary your front desk staff and concierge created in ALICE is displayed to guests on the Percipia powered in-room device. This eliminates time spent answering questions from guests about their itineraries or bringing hard copies to their rooms.Convenience for your guests - The itineraries are displayed in-room on an easy-to-use device, allowing your guests to effortlessly access their schedules and necessary information.Customized hotel branding - Percipia offers hoteliers to customize the skin of each device to align with their hotel's branding or room decor."An itinerary is a valuable tool concierges can use to create a memorable stay for their guests," said ALICE's Co-Founder and President Alex Shashou. "We are excited about the integration between ALICE and Percipia, as it allows our hotel partners to display relevant stay information to their guests via convenient, branded in-room tablets and, in so doing, save their staff time."About PercipiaHeadquartered in Chicago, Illinois, USA, Percipia's mission is to continue to be a respected leader in hospitality technology by delivering telephony solutions, software, and services in the most innovative and cost-effective way. Parallax application (formerly PTCE) was introduced 20 years ago, which enabled them to interface existing telephony systems with nearly all property management systems and third-party applications. Since then, Percipia has evolved their product offering to include a full-featured hospitality telephone system and custom mobile applications which enhances the guest experience and streamlines operations.At Percipia, they pride themselves on their ability to provide reliable and exceptional service to their global partners, clients, and guests. The Percipia team works diligently to build next generation innovative solutions based on hands-on knowledge of the industry. As a result, they have become a trusted and respected organization who always leads with hospitality.For additional information about Percipia, call 800-806-0408 or visit www.percipia.com.
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Four HITEC 2018 Talks You Don't Want to Miss

ALICE 30 May 2018
ALICE, the hospitality industry's leading operations platform, will showcase its complete suite of hotel management and guest engagement products, June 18-22, at Booth 2319. Schedule an appointment with the ALICE team here.The 2018 conference speaker line-up is full of great options for hoteliers and technology professionals, but with so many talks, on such a wide variety of important hotel topics, it can be hard to know where to go at any given moment during the conference. For anyone that needs help with choosing the right talks, panels, and workshops, we picked some of our favorites:Opening Keynote: Reinventing Leadership for the Age of Machine IntelligenceMonday, June 18th4:30 - 5:45 PMLevel 3, General Assembly BKeynote Speaker: Mike WalshIn HITEC's opening keynote, Mike Walsh will walk through the impact of automation, algorithms, and AI on the industry and how leaders can leverage these technologies to improve their hotel performance.These accelerating technologies raise interesting challenges and questions for hoteliers such as to what extent will automation change the way they run their hotels and manage guest expectations. Fresh off Google's Duplex innovation, which shows a store-owner unwittingly having a conversation with a robot trying to book a hair appointment, we're on edge when it comes to the role of AI in our lives. Mike Walsh will deliver a fascinating presentation about the degree to which machine intelligence will change our lives as well as the business of hospitality.Concurrent Session: Guest Facing TechnologyTuesday, June 19th4:00 - 5:00PMLevel 3, Meeting Room 351-DModerator: Ted Horner - Owner of E. Horner & Associates Pty Ltd., member of the HITEC Houston Advisory Council and an inductee to the HFTP International Hospitality Technology Hall of Fame. Panelist: Andrew Arthurs, SVP and CIO for Two Roads Hospitality and Thomas Fangar, VP of Multimedia for MGM Resorts InternationalLearn how innovation is being embraced by consumers is putting new pressures on hoteliers to deliver cutting-edge guest room experiences.We're personally interested to see how much the idea of "future-proofing" guest rooms is discussed in this talk. The pace of technology innovation is rapid and sometimes the shiny new thing can become outdated in a flash (think charging ports for the only-five-year-old iPhone 5). At ALICE, we believe strongly that the burden to "choose the right technology" is lifted when you first focus on establishing a technology for your hotel that is open and integrated and future-proofed through APIs. ALICE's Open API, for example, allows for integrations with innovative guest-facing technology like Percipia, Zaplox, Volara, and Alta, to provide our hotel partners comprehensive solutions to transfer guest information seamlessly to staff and vice versa, regardless of the hardware of the moment. We look forward to hearing what these industry leaders have to say.Concurrent Session: Independent Hotel in a Big Box WorldTuesday, June 19th4:00 - 5:00 PM Level 3, Meeting Room 360-ADiscover strategies for independent or boutique hotels to compete against bigger hotel brands that have larger staff and budgets.Boutique and independent hotels offer guests a unique way to immerse themselves into a local community while providing unique amenities for a memorable stay. This hotel segment is quickly growing in popularity, giving hoteliers the opportunity to set themselves apart in myriad ways, including through the experiences they offer (via a stellar concierge program) and exceptional service (aided, we like to think, through technology).Concurrent Session: Monolithic vs. Best In Class Thursday, June 21 9:00- 10:00 AMLevel 3, Meeting Room 351-DSpeakers: Dmitry Koltunov, CTO and Co-Founder of ALICE and Jim Fedigan, Group CEO for Jonas Club and Hospitality Divisions at Jonas Software, A Constellation Software Operating GroupThis discussion will dive deep into the ongoing debate between hotels using best-in-class solutions versus monolithic suites.The talk will present a vivid portrait of the ideas put forward in the recently-published "Hospitality Communication Platform" white paper from HTNG (co-authored by ALICE's CTO Dmitry Koltunov) and how hotels can leverage the new cloud communication framework to optimize cost, time, and exceed guest expectations.If you're looking for technology to improve your hotel's performance during HITEC, stop by Booth 2319 to meet the ALICE team and see a live presentation of our technology. Hoteliers interested can book a meeting in advance, for a personalized demo of ALICE. Not planning on heading to HITEC this year but want to learn more about ALICE's suite of products? Visit https://info.aliceapp.com/ to request a demo.
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Hotels Across The World Use ALICE To Exceed Guest Expectations

ALICE 23 May 2018
ALICE, the hospitality industry's leading operations platform, will showcase its complete suite of hotel management and guest engagement products at this year's HITEC in Houston, June 18-22, at Booth 2319. Schedule an appointment with the ALICE team here.ALICE joins all staff departments onto a single operations platform to streamline staff operations and enhance the guest experience. ALICE's suite of products include front of house tools for your Concierge, Front Desk and Guest Services teams, and back of house tools for Maintenance, Housekeeping, Front Desk, Security, and Food & Beverage.Read how the largest hotel operator in Mexico uses ALICE to standardize their operations across 147 properties. Grupo Posadas uses ALICE across all eight hotel brands to meet three key management goals: the ability the standardize management across their portfolio, the consolidation of technology systems, and the creation of an Enterprise Business Intelligence Dashboard that serves as a single dashboard to input data and KPIs per department group-wide.Read how ALICE's concierge technology helps the Plaza Hotel and Casino hit the operational efficiency jackpot. With ALICE, the Plaza Hotel and Casino gets easy access to internal work orders and guest requests, sees which team member is responsible for the specific task, and then gets real-time status updates through to completion. This allows management to hold staff accountable on a day-to-day basis and increases operational efficiencies across every department.Learn how the Woodside Hotel Group's service score has increased nearly 18% since introducing the ALICE platform. The Group selected ALICE to enhance their internal communication, concierge operations, and guest engagement across seven of their stunning properties in Northern California. Before ALICE, the Woodside Hotel Group had various systems in place to keep track of hotel performance, which meant aggregating data was labor intensive. Now with ALICE, the Woodside Hotel Group can communicate data-driven results to the wider team.ALICE's partners include 3-5 star independent and managed hotels, hotel groups, residential condominiums, serviced apartments, vacation rental companies, and concierge companies looking to provide exceptional service through mobile staff technology and guest communication channels. ALICE was named Forbes Travel Guide's Official Staff Technology Provider for 2018, and its suite of products have won multiple industry awards including Hotel Tech Report's "Best Concierge Software" and "Top Staff Task Management and Collaboration Platform" at the HotelTechAwards. ALICE acquired concierge technology provider GoConcierge in 2017 to augment its technology and customer service offering.If you're looking for technology to improve your hotel's performance, stop by Booth 2319 to meet the ALICE team and see a live presentation of our technology. Hoteliers interested can book a meeting in advance, for a personalized demo of ALICE.
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From Five Pals To 100 Strong: ALICE Reaches Company Milestone With Its 100th Employee

ALICE 16 May 2018
The New York-based company has grown from its trio of co-founders Alex Shashou, Justin Effron, and Dmitry Koltunov to a 100-strong globally-distributed team in the five years since its founding in 2013. In this time, the Expedia-backed ALICE has gained an enviable position in the industry, raising over $39 million, partnering with over 2,000 hotels worldwide, and embraced concierge software rival GoConcierge through acquisition in 2017. ALICE is helping to inspire innovation across the hospitality sector and amongst its hotel technology peers, spearheading the industry's API movement (Koltunov helped create the HTNG API Registry) and spreading the gospel of platform communications architecture, which has hoteliers eager to change the siloed staff department status quo.ALICE's quick rise has attracted some of the industry's brightest stars and remains a coveted place to work. ALICE recently won a "Best Place to Work in Hotel Tech" award from Hotel Tech Report for creating and maintaining a culture that fosters employee satisfaction along with business growth. HTR surveyed thousands of hotel tech employees around the world about what it's like inside the operations of the industry's greatest technology companies, and ALICE joined a shortlist of companies that stood out as a place employees are excited to work.Ian Adelstein, Head of People at ALICE: "ALICE is more apt to focus on quality over quantity; We're disrupting an industry by enabling Hospitality to deliver on the promise of a truly unique experience. It requires an eye for detail and a holistic approach to operational excellence. However, today we reached a milestone that is a testament to our commitment and our growth. Our workforce is now 100-strong! Our global team of dedicated professionals spanning technology, design, marketing, sales and operations calls countries all over the world home. We celebrate the team's size, diversity and grit! Our commitment to the team in the development of career programs, training and industry expertise moves ALICE further toward our goal of being an employer of choice and Best Place to Work."ALICE isn't stopping at 100! We're actively hiring across many roles. Join us in creating something special for the hospitality industry: see open positions.
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The Parker Palm Springs Upgrades from 'Prehistoric' Communication Channels With Help From ALICE

ALICE 15 May 2018
The Parker Palm Springs has selected ALICE's housekeeping and maintenance software, ALICE Staff, ALICE's concierge software, ALICE Concierge, and ALICE's guest text messaging solution, ALICE Guest, to upgrade staff communication and guest engagement at the 144-room luxury resort, just outside of downtown Palm Springs. Parker Palm Springs is using ALICE on the recommendation from the Parker New York, which has been using ALICE since 2015. ALICE is the hospitality industry's leading 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.Before switching to ALICE, staff at Parker Palm Springs were using a variety of communication channels, including radios and paper logs, to relay information and manage internal work orders and guest requests. While these methods presented short-term efficiencies, says Parker's Hotel Manager Yagmur Gursoy, they often hampered productivity later on, when messages went missing or required lengthy follow up. Gursoy is particularly eager to eliminate radios on property. In addition to being unreliable across the resort's 13 acre, their noise is intrusive to guests and detracts from the "magic" of the property, he explains.Gursoy and his management team are excited that ALICE will streamline this communication within and between departments, eliminating the chance of human error and creating a record of all guest information and staff exchanges. For the first time, management will be able to asses how quickly their teams are responding to internal work orders and guest requests, as well as gauge productivity more broadly. Gursoy is confident that the time his staff saves by streamlining their communication will also save time for guests and improve the guest experience."It's all about efficiency and how best to deliver on our brand promise," explains Gursoy of his decision to implement ALICE. "ALICE will enable us to put all these prehistoric ways of doing business aside, and help us create all the magic of the resort, behind the curtains."Yagmur and his team will start with ALICE Staff and ALICE concierge and roll the guest text messaging product out slowly, once they assess how best to incorporate it into the very high-touch guest service the property is known for.Parker Palm Spring's selection of ALICE, by way of recommendation from the Parker New York, has special meaning for the ALICE team. Parker New York was ALICE's first client for its concierge technology. During a highly iterative process that lasted over a year, the hotel's concierge team helped shape the ALICE product into what it is today, influencing the addition of popular features like reminders, repeating tickets, dayview, itineraries, letter confirmations and printing. Parker New York also helped support the development of ALICE's staff and guest products, with the hotel eventually switching from rival technologies to using ALICE throughout. Through years of close collaboration, Parker New York's General Manager Slyvie Fayolle has become a valued ALICE champion: "Everybody is very happy to use it and finds it very intuitive to use," she says of ALICE. "When all the employees of the hotel are aligned on the same system, on the same platform, they are able to see what has been done and how the guest request is going across. That to me is the single most important aspect of ALICE that makes it a big differentiator in our industry."
Article by Alex Shashou

3 Benefits Of Incorporating Elements of Automation to Your Hotel Text Messaging Program

ALICE 3 May 2018
In recent beta testing, hotels that have adopted guest message automation as a part of their communication strategy have seen an increase in their guest engagement by over 25%. By using automation to help their communication with guests, pre- and at arrival, during the guest stay, and at departure, hotel staff are applying the time they save to have more meaningful interactions with guests, thus streamlining staff operations and improving the guest experience.Here are three benefits of incorporating elements of automation to your text messaging program:1. Efficiencies for hotel operationsText messaging is a powerful tool to drive guest loyalty and engagement, but proactively reaching out to guests requires a lot of time hoteliers may not have. One of the biggest benefits of text message automation is that it saves staff from sending the same welcome message or WiFi password again and again, thereby giving staff more time to have meaningful conversations with guests. 2. Speedy replies The convenience of text messaging as a way to get in touch with a hotel is increasingly expected by guests who are growing accustomed to texting with businesses. But texting is only convenient for guests if they can count on quick responses. In a previous ALICE study, guests expect a response sent by text message in 12 minutes or less, compared to 18 minutes with mobile applications and 25 minutes with email. Automating responses to frequently-asked questions makes an immediate response easy, and lets staff focus on responding to other texts in a more timely fashion.3. Improved engagement across all phases of the guest journey Performing multiple tasks simultaneously comes with the territory of the front desk. Automation allows your hotel staff to complete multiple tasks while amplifying their personalized reach before the guest even arrives on the property.Pre-Arrival: Help your guests plan their stayWith automation, hotels can communicate a welcome message before guests check in to convey a pleasant check-in experience and memorable stay:"We are so excited to have you at the hotel in X days. Is there any way we can assist you before you arrive? Just text this number to let us know."Hotels, such as the Holston House in Nashville, Tennessee, are embracing this communication method. "Text messaging automation ensures all guests feel welcomed before they step foot onto the property," Ernesto Gonzalez, Director of Rooms, emphasizes. "Given how busy the desk can be at peak times, it's difficult to expect our front desk agents to have the time to welcome every guest. Automation improves the guest experience we offer at Holston House while saving valuable time for our team. It's a win-win."At Arrival: Welcome your guestsWhen hotels use text messaging automation, hotels can set up campaigns to welcome every guest the day of arrival:"We are delighted to welcome you as our guest this evening. Please reach out to us at the Front Desk by simply replying to this text message, should you need any additional amenities for your room or have any questions during your stay."During the Guest Stay: Continuous open conversations with your guestsOnce your guests are settled into their room, text message automation continues the open conversation at the guest's convenience. Template responses to guests' frequently asked questions such as "What's the WiFi password?" and "What time does breakfast start?" can make your guest feel as if their needs have been met at any point of their stay.At Departure: Improve guest feedbackWith text messaging automation, hotels have the ability to be proactive in resolving guest issues before they checkout from the property. Sending departing surveys privately through automated text messages resolves issues before they reach review websites and hoteliers can capitalize on these complaints as insight to adjust standard operating procedures.##With automation, hotels can leverage text messaging to engage with their guests before they even arrive on the property, and save time while texting throughout a guest's stay. With text message automation, guest engagements will come across more personal pre-, during- and post-stay, heightening guest satisfaction to lead to increased brand loyalty and revenue.
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ALICE's Senior Sales Executive Gillian Feldman Relocates to California to Flourish New and Existing Client Partnerships

ALICE 1 May 2018
New York -- ALICE Senior Sales Executive Gillian Feldman has relocated to Los Angeles to scale growth in the California market. ALICE is the hospitality industry's leading operations technology, connecting every department of the hotel with one platform for all staff communication and guest requests. Following its $26M Series B funding in 2017, ALICE acquired California-based concierge software provider GoConcierge. The merger with GoConcierge has allowed ALICE to upgrade their services with existing clients and greatly accelerate the pace of new opportunities.More than two thousand hotels across the country and around the world have chosen ALICE for the transformative effect of joining all hotel staff departments onto a single platform to improve task management and employee communication. ALICE's guest engagement toolset is also helping its clients deliver exceptional service with cutting-edge innovations like guest-to-staff texting.A graduate of the University of San Francisco, Gillian holds a double bachelor's degree in Hospitality Management and Finance. Gillian began her career in hospitality in 2008, when she joined W Hotels as Catering Coordinator. She subsequently served as Catering and Events Manager at Carmel Valley Ranch, before moving to the Mandarin Oriental San Francisco in 2011. The following year, Gillian traveled across the country to join Trump SoHo, now the Dominick Hotel, as Conference Services Manager.Gillian joined ALICE in 2015 as its first official sales hire and single-handedly grew company business on the West Coast. Gillian quickly flexed her network to grow and position the company to raise two rounds of funding and develop high profile relationships similar to the one with the Woodside Hotel Group, which was pivotal to the company's growth."Gillian is a natural people person," said Wendy Zapach, ALICE's Vice President of Sales, North America. "With her ability to be in market, speaking with hoteliers and seeing them daily along with attending regional events will allow ALICE to understand what California's hoteliers are thinking about, grappling with, and allow us to help be a thought leader and partner in solving those local issues."Gillian's move to the West Coast coincides with her two-and-a-half-year anniversary at ALICE. "My move to California is a reflection of ALICE's investment in current and future clients, " she emphasizes. "This transition comes at a momentous time for ALICE and I am excited to bring my industry knowledge, key connections, and expertise of ALICE's products to strengthen ALICE's foothold across California."
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ALICE to Showcase Their PMS Integrated Products and Speak About the Future of Connected Hotel Operations at Maestro User Conference

ALICE 20 April 2018
ALICE, the hospitality industry's leading operations platform, will be showcasing its complete suite of hotel management and guest engagement products at the Maestro User Conference, April 23-26. Click here to schedule a meeting with our team.ALICE integrates directly with Maestro PMS (as well as most other Property Management Systems). The integration between ALICE and Maestro gives hotels a holistic view to the guest journey -- from booking to post-stay. By combining the booking and billing information collected by Maestro and guest preference and request history recorded by ALICE, hoteliers have actionable data to improve guest service.At the conference, ALICE's Co-Founder and President, Alex Shashou, will be giving a presentation on the "Future of Connected Hotel Guest Experience Management." The presentation, on Thursday, April 26 from 10:40 am-12:00 pm, will dive deep into how hotels can learn from connected industries to better their own guest experience and compete in today's digital service age."We are thrilled to be speaking and exhibiting ALICE at the Maestro User Conference," says ALICE's Senior Sales Executive Leigh Sansone. "We understand that Maestro users place a high value on increasing their business productivity, so we are excited to show them how easy ALICE integrates with Maestro PMS to improve their hotel's operations and guest satisfaction."ALICE joins all staff departments onto a single operations platform to streamline staff operations and enhance the guest experience. ALICE's suite of products include concierge task management software, housekeeping and maintenance software, and a guest app and text messaging solution. ALICE partners with independent and managed hotels, hotel groups, residential condominiums, serviced apartments, vacation rental companies, and concierge companies, and recently acquired concierge technology provider GoConcierge to augment its technology and customer service offering.Maestro and ALICE integrations work seamlessly with your reservation information. If you're looking to improve your hotel's operations and streamline staff communication to increase guest satisfaction, stop by the ALICE table and see a live presentation of our technology. Alternatively, hoteliers interested can book a meeting in advance, for a personalized demo of ALICE.

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