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    HITEC DUBAI

    Hospitality Industry Technology Exposition & Conference

    December 5–6, 2018
    Dubai, UAE

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    Hospitality Industry Technology Exposition & Conference

    April 10–11, 2019
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    HITEC MINNEAPOLIS

    Hospitality Industry Technology Exposition & Conference

    Minneapolis Convention Center

    June 17-20, 2019

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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.
Article by Alex Shashou

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."
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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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Woodside Hotel Group is California Dreaming with ALICE to Standardize Operations And Communication Across Their Portfolio

ALICE 17 April 2018
ALICE has been selected by multi-generational owned luxury properties, The Woodside Hotel Group, to enhance their internal communication, concierge operations, and guest engagement, across seven of their ten stunning properties in Northern California. 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 Woodside Hotel Group used various methods of communication and task delegation, including pre-shift stand up meetings, spreadsheets, and radios to communicate internally and entrust each task had been completed. Wanting to standardize the group hotel operations and communication, Adam Knight, Vice President of Operations, acknowledges the Woodside Hotel Group was looking for "a single platform to manage guest engagement and employee work flow that was user friendly and easily plugged into each environment."Immediately, hotels such as Bodega Bay Lodge, Napa Valley Lodge, and Indian Springs saw the benefits of ALICE to help implement concierge duties for when a concierge is not present on site. With ALICE's logbooks, action items such as itinerary creation, lost and found inquiries, package management, and special amenity requests are now easily managed for the entire team to execute.Priding themselves on providing personalized and sincere customer service for their guests, the Stanford Park Hotel and Lafayette Park Hotel and Spa use ALICE's guest messaging tools to communicate with their guests. ALICE's automated messaging functionality makes it easy for hotels, such as those within the Woodside Hotel Group portfolio, to quickly send text messages before, and during a stay, and after their guests check out.Prior to ALICE, Woodside had various systems in place to keep track of hotel performance, which meant aggregating data was labor intensive. Now, the Woodside can seamlessly communicate data-driven results to the wider team. By having hard data at their fingertips, senior management can pinpoint areas of improvement and set key performance indicators against different metrics."We are able to affirm that our speed of service score has increased nearly 18% since introducing the ALICE platform," Knight emphasizes. "Our associates get up to the minute, relevant information that makes it easier and more efficient to do their jobs and in turn, provide a higher level of guest service."
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Hospitality Technology Specialist Custodio Barreiros Joins ALICE as Company Officially Expands into Europe

ALICE 12 April 2018
ALICE, the hospitality industry's leading operations technology, welcomes Custodio Barreiros as Director of Enterprise of Europe to enlarge ALICE's footprint internationally.Custodio joins ALICE after the company's acquisition of concierge technology GoConcierge. The increased traction in recent months has resulted in a tripling in the size of its salesforce across North America and Europe. Thousands of hotels around the world have chosen ALICE for the transformative effect joining all hotel staff departments onto a single platform has for improved 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.Custodio joins ALICE from Amadeus, where he managed an impressive roster of hotel groups, including IHG Europe, Jumeirah Group, Maybourne Hotel Group, The Dorchester Collection, plus various other properties across Europe, Middle East, Africa, and India. This experience gave Custodio a deep appreciation for the power of technology to help streamline hotel operations and elevate the guest experience.With more than two decades of hospitality experience, Custodio brings a wealth of industry knowledge and key connections. "I'm excited to be at the threshold of ALICE's expansion into Europe," Custodio highlights. "I'm looking forward to leveraging my relationships within the European hotelier community to not only help ALICE grow, but to help our clients grow with ALICE as well."Growing up in a family of hoteliers, hospitality has always been an essential ethos for Custodio. During his six-year tenure at Grange Hotels, Custodio executed numerous business development activities, which focused on building long-term relationships with clients and developing successful brand standards. He has also held senior positions in sales, responsible for driving sales and achieving revenue for major hotels such as the DoubleTree by Hilton London, New Connaught Rooms and InterContinental Hotel Group."Custodio deep expertise in hospitality technology sales and hotel service optimization makes him an ideal fit for the ALICE team," said ALICE's Head of Business Development, Jessica Kramer. "The expansion into Europe is a critical market for ALICE and Custodio will be able to elevate our profile in the boutique hotel market immensely."A graduate from University of Westminster, where he received a Honours Bachelor of Arts degree in Modern Languages, Custodio is fluent in English, French, Spanish and Portuguese. In his spare time he enjoys motorbiking across the English countryside near his home in Andover, Hampshire, UK.Custodio will be joining Kramer at HITEC Amsterdam this week, where he is eager to introduce ALICE's vision of connected hotel operations to Europe's hospitality leaders. If you're looking to improve your hotel's operations and streamline staff communication to increase guest satisfaction, stop by Stand 207 to meet Custodio and see a live presentation of our technology. Alternatively, hoteliers interested can book a meeting in advance, for a personalised demo of ALICE.
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ALICE to Attend HITEC Amsterdam to Introduce its Suite of Guest Messaging, Staff Operations, and Concierge Technology Products to the European Market

ALICE 10 April 2018
New York, NY -- ALICE, the hospitality industry's leading operations platform, is officially launching in Europe and will be exhibiting its complete suite of hotel management and guest engagement products at this year's HITEC Amsterdam, April 11-13, at Stand 207. Click here to schedule a meeting with our team.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 SMS 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.Before the company's official European debut, ALICE had been building an enthusiastic following amongst the region's hoteliers and ownership groups looking to streamline their staff operations and elevate their guest service.ALICE cuts down on paper and "eliminates detective work" at Hotel Des Trois Couronnes, a Leading Hotel in the heart of Europe. Staff at this Swiss hotel are thrilled that ALICE has replaced the piles of paper previously used for lost and found, package management, registration cards, shift handovers, concierge notes, messages to housekeeping, and so much more. Management is just as excited, now that they have data on guest requests and staff productivity.When WhatsApp messages and emails became insufficient to keep Con Questa's growing concierge services team organised, ALICE's concierge software came to the rescue. Con Questa selected ALICE's concierge software to keep their growing team organised and aligned to better serve their high-end clients. ALICE helps Con Questa to facilitate short- and long-term planning, create client profiles, and keep a log of client activity and preferences that is accessible to any team member.Before ALICE, the Brooklands Hotel in Surrey was using multiple communications tools to align staff cross-property. By centralising staff communication all in one place with ALICE, the hotel achieves "the highest standards of personalised service, delivered seamlessly" to their guests.Custodio Barreiros, Director of Enterprise, Europe, and Jessica Kramer, ALICE's Head of Business Development, will be representing ALICE at HITEC Amsterdam this week, and are eager to introduce ALICE's vision of connected hotel operations to Europe's hospitality leaders, "ALICE has gained impressive traction in the industry in North America, working with many of the world's leading hotel brands, including Two Roads Hospitality, SIXTY Hotels, NYLO Hotels, and Leading Hotels of the World," Kramer emphasizes. "We are excited to give all those in attendance at HITEC a first hand experience of ALICE's best-in-class products."If you're looking to improve your hotel's operations and streamline staff communication to increase guest satisfaction, stop by Stand 207 to meet the ALICE team and see a live presentation of our technology. Alternatively, hoteliers interested can book a meeting in advance, for a personalised demo of ALICE.
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Concierge at your Fingertips: ALICE Partnered with Forbes Travel Guide to Bring First Text Messaging-Powered Concierge Service to the Forbes Luxury Summit

ALICE 5 April 2018
ALICE, the hospitality industry's leading operations platform, partnered with Forbes Travel Guide during their annual Luxury Summit, to create the event's first text messaging-powered concierge service. By offering the Summit's hundreds of attendees concierge service at the push of a button, ALICE demonstrated just how convenient and compelling text messaging with hotel staff is as a way to deliver a superior guest experience.ALICE attended the Luxury Summit to celebrate its designation as the Forbes Travel Guide's Official Staff Operations Technology Provider for 2018. Thousands of hotels across the country and around the world use ALICE to improve guest communication and staff operations, and, in the case of ALICE's Forbes hotel partners, ensure the rigorous 900-point Forbes property checklist is met. In the five years since the company's inception, ALICE has taken the hospitality industry by storm. ALICE's vision of a single, unified hospitality operations platform that bridges communication and data silos between departments is helping the company's hotel partners deliver consistently exceptional service and guest experiences.ALICE was the perfect text messaging technology for the Luxury Summit, as it allowed the tech-savvy, but very busy crowd of hotel general managers, owners, and managing directors to request concierge-style services and information in between a packed schedule of events. ALICE's Customer Success Specialist and former concierge, Valerie Coello, who was previously concierge at the Gansevoort Park Avenue in New York City, was there for every attendee's beck and call. Coello received text requests from 24% of attendees, which included requests for dinner and spa reservations, event logistics and information, confirming RSVPs, and even a very last-minute tux fitting.The 450 text conversations Coello exchanged during the Forbes event reveal the extent to which technology can help facilitate hospitality. Coello emphasizes that ALICE's messaging service, which is intended to connect hotel staff with guests and vice versa, is, at its core, a way to connect people with people. "With the rise of chatbots, I think people were pleasantly surprised to receive real-time information from a real-life person and not just get an automated, impersonal response," says Coello about attendee reception to the service. "I was able to personally tailor the message with the information provided, resulting in the attendees feeling like their needs had been met."Today, giving your guests a convenient way to get in touch with hotel staff and concierges has become table stakes for luxury brands, and hoteliers are increasingly recognizing that text messaging needs to be part of the mix. "Guests' expectations are evolving and we're constantly looking at ways to communicate with our guests in the way that is most comfortable to them," General Manager for Le Parker Meridien, Sylvie Fayolle, emphasizes. "We use ALICE for pre-arrival, to say, 'Hey, your room is ready, we're ready for you to come by the front desk to pick up your keys.' We're also continuing this interaction with them throughout the day. That has really enhanced the communication we have with our guests." Hotels using ALICE's Guest Messaging are also finding consistent communication pre-, during- and post-stay heightens guest satisfaction and leads to increased brand loyalty.Beyond facilitating concierge service and front desk requests, texting can be an effective channel to engage with guests in other ways, such as helping to build post-stay relationships and expedite lost and found requests. On most occasions, for example, lost and found inquiries happen after a guest leaves the hotel, clouding the memory of an otherwise possibly wonderful stay. Texting allows direct interaction between guests and hotel operators, meaning the request can be both immediate and effective. Once the item has been found, the hotel can quickly next advise next steps for the guest to secure their items back. "ALICE gives us one centralized place for all guest messaging and guest request management, which has made our lives at the front desk a lot easier," said Stella Garces, Director of Rooms at The Montauk Beach House. "Even text messaging, which is intended for guests, has made things better at the front desk, allowing us to provide personalized service quickly. It's evident how much our guests appreciate these new tools... ."Head here to learn more about how ALICE Guest Messaging can improve your guest experience.
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Las Vegas Hotel and Casino Hits the Operations Efficiency Jackpot When Using ALICE

ALICE 3 April 2018
New York, NY -- Located in the heart of downtown Las Vegas, the Plaza Hotel & Casino has selected ALICE's housekeeping and maintenance software, ALICE Staff, to sync together their interdepartmental communication to increase operations 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.Just steps away from the popular Fremont Street Experience, the Plaza Hotel & Casino has more than 1,000 rooms and suites, an 80,000 sq. ft. casino, multiple restaurants, its own wedding chapel, and a variety of outdoor amenities. Before ALICE, the extensive property was using a multitude of tools to assign work across large departments, including housekeeping, front desk, and engineering. The vast size of teams meant that miscommunication inevitably happened."Previously, Housekeeping and Engineering relied on guest issues being communicated through a variety of means, including verbal guest requests, emails, work cell phones, and direct communication from front desk staff," said Assistant Executive Housekeeper Elaine Zerr. "The real-time status of a request couldn't be efficiently tracked, and as a result, the guest would be inconvenienced and upset."Now with ALICE, the hotel can hold team members accountable on a day-to-day basis. Each department gets easy access to internal work orders and guest requests, sees who is responsible for the specific task, and then gets real-time status updates through to completion. The system is also customized to meet the specific operations requirements of the hotel."We now have the ability to have our teams and departments be accountable to the operations of the hotel," Syrona Jones, Director of Housekeeping, emphasizes. "The team can communicate with each other more efficiently, issues are addressed faster, and the hotel can identify maintenance trends and business insights - all thanks to the ALICE system."About the Plaza Hotel & CasinoLocated in the heart of downtown Las Vegas, the Plaza Hotel & Casino combines a vintage Rat Pack attitude with modern styling and personal customer service for the ultimate Vegas experience. First opened in 1971 and built on the site of the original Las Vegas railroad depot, the Plaza has 1,003 renovated rooms and suites, a classic Vegas showroom, downtown's only bingo hall and 30,000 square feet of ballroom and meeting space. Guests enjoy a variety of dining options led by the Rat Pack-styled Oscar's steakhouse in the hotel's iconic glass dome overlooking the Fremont Street Experience. Hundreds of slot machines, from the latest games to traditional coin machines, and nearly two dozen table games comprise an 80,000-square-foot casino floor, which is also home to downtown's largest race and sports book. A fully renovated rooftop pool and recreation deck, complete with private cabanas, hot tub, food truck, tennis court and dedicated Pickleball courts, provide guests with a variety of outdoor amenities. For more information on the multiple award winning Plaza Hotel & Casino, visit www.plazahotelcasino.com.
Article by Alex Shashou

Getting Ready For The GDPR: What Hoteliers Need To Know

ALICE 15 March 2018
IntroductionALICE has been working hard to fully understand the General Data Protection Regulation (GDPR) (Regulation (EU) 2016/679) and its obligations on us and our customers. We'd like to share what we've learned in order to help hoteliers and anyone else who has to figure out what is going on.1. What's the GDPR and why should I care?In essence, the GDPR was brought into effect to strengthen and unify data protection for all individuals within the European Union (EU). Building upon the 1995 Data Protection Directive (Directive 95/46/EC), the GDPR was approved by the European Parliament, the Council of the European Union, and the European Commission on April 14, 2016. After a two-year transition period it will become enforceable across the 28 member states on May 25, 2018.The GDPR gives power back to the consumers by forcing companies to become transparent in how they are collecting, storing, and sharing their customers' personal data information. Although the GDPR applies to any organization or business collecting data on EU citizens, the nature of hotels and the various data holding sources such as OTA bookings and PMS systems escalate the regulation for travel and hospitality industries.As ALICE grows and expands to new markets, we are complying with the GDPR to ensure our privacy settings are being adequately integrated, allowing our partners to adapt at every stage of the life cycle of customer personal information data.2. Which hotel staff need to know about the GDPR?Decision makers and key people in EU and EEA-based hotels should be aware that the law is changing to the GDPR. This would include at least the following roles, if they exist: General Manager, Head of Marketing, and the Revenue Manager. Each of these roles deals with a significant amount customer and employee data. These leaders should read this FAQ and look further into how to comply within the areas they are presiding over.3. What kind of information should a hotel be cautious with?All data about persons in the EU are covered under the GDPR. This includes both guests and employees. Hotels should document what personal data they hold, where it came from and with whom it is shared. Hotels may need to organise an information audit."Personal data" is any data about an identifiable person. A person can be identified by their name, phone number, email address, reservation number, IP address, or any information that allows them to be uniquely identified.The GDPR grants extra protections for "sensitive data." This includes personal data that reveals any of the following:trade union membership, which may be revealed by event attendancebiometrics for the purpose of uniquely identifying someone, such as a fingerprint stored for opening doorshealth status, which may be disclosed in guest requestssex life or sexual orientation, which may also be disclosed in some guest requestsThe following are less likely to show up in hotel systems, but should still be understood to be sensitive in case they do show up:genetic dataracial or ethnic originpolitical opinionsreligious or philosophical beliefsAll of the above types of sensitive data can only be handled with explicit consent. If this kind of data is collected incidentally, it should be removed immediately to avoid undertaking new obligations for the protection of that data.4. How does GDPR affect the software hotels can use?All rules that hotels must follow also apply to the software they use. If a hotel uses a product to process its data, that product must adhere to all the same obligations that the hotelier has. Every single vendor who receives personal data from a hotel must share a Data Processing Agreement (DPA) with the hotelier to confirm that the vendor is compliant with the rules of the GDPR. The DPA must dictate the purposes for which the processor is processing the data.If a hotel is using a software given to it by its brand or flag, it may not be in complete control of how the gathered information will be used. In that case, as joint controllers of the data, the hotel and its brand would need to draw up a contract that explicitly states their relationship with regards to managing data. Both parties would need to communicate the relationship to both guests and employees.5. Can EU hotels use software vendors or software on servers based outside the EU?Yes, but there are limits to how data can be transferred outside of the EU/EEA. Most major cloud service providers and many other companies, such as ALICE, have systems in place to address these rules. To confirm that a cloud service is compliant with the GDPR, hoteliers need to make sure:They have a Data Processing Agreement in place. These agreements are required for all data processors, not just international ones (GDPR Art.28[3]).There is a lawful basis for transfering the data (GDPR Rec.39, 40, 41; GDPR Art.6[1]), which can be through the service provider's membership in the Privacy Shield, signed standard contractual clauses, or other mechanisms allowed under the GDPR. Most companies will be relying on the GDPR's standard contractual clauses.The transfer is mentioned in the hotel's privacy policy and the purpose of the transfer is explained.6. What do hotels need to do about their vendors?For each vendor that processes guests' personal information, a hotel needs to do the following:Determine the type of data the vendor processes.Determine the purpose for which the processing is happening.Obtain a Data Processing Agreement.If the vendor is outside the EU, sign the standard contractual clauses (usually part of the Data Processing Agreement mentioned above), or confirm that the vendor is a member of the Privacy Shield.Mention the vendor in the hotel's privacy policy, along with the purpose of the vendor and how the data will be used.Confirm that the vendor can handle data rights requests with a SLA under one month (e.g. 25 days).7. How should a hotel communicate privacy notices to guests?You should review your current privacy notices and put a plan in place for making any necessary changes in time for GDPR implementation. You should review how you seek, record, and manage consent and whether you need to make any changes. Refresh existing consents now if they don't meet the GDPR standard.Hoteliers may need to speak with customers at check-in if explicit consent is required for any forms of data collection that require it, such as consent to marketing communications. All loyalty programs need to be examined for similar requirements if data is used in a way that requires consent.8. Do hoteliers or vendors need to encrypt their databases?It depends. The GDPR recommends that companies take steps to protect all personal data, but it does not specify what those steps have to be. Instead, companies are asked to identify the risks to personal data and do what is appropriate for those risks. Encryption is one of many options available to protect data, but it is not specifically required by the GDPR.Article 32 of the GDPR gives the following options, none of which are strict requirements, but which should be considered for their benefits to your guests' data privacy:the pseudonymisation [obscuring the identities] and encryption of personal data;the ability to ensure the ongoing confidentiality, integrity, availability and resilience of processing systems and services;the ability to restore the availability and access to personal data in a timely manner in the event of a physical or technical incident;a process for regularly testing, assessing and evaluating the effectiveness of technical and organisational measures for ensuring the security of the processing.9. How can hoteliers make sure they are able to honor requests for data portability, correction, or erasure, a.k.a. "the right to be forgotten"?Customers, employees, or anyone whose personal data is stored at a hotel may request that their data be erased. They can also ask for a copy of all of their data (right to data portability) or for their data to be corrected. There are cases in which this does not need to be honored, for example if there is an ongoing contractual or legal requirement to retain the data. But in most cases, the request will need to be honored. Recital 59 of the GDPR requires these requests be answered within one month. This period can be extended under exceptional circumstances, by requesting for another month.In order to be able to handle these requests in time, hotels need to plan in advance how requests can be honored. Each location where data is stored should be mapped out with a plan on how to address the rights request for data in that location. Each vendor also needs to be vetted to confirm they have a similar plan in place. Vendors should have an SLA that is less than a month (e.g. 25 days), in order to give time for communication between you and the vendor on each end of the process when a request happens.For data portability requests, the law requires the data be given to the customer in a standardized format for transfer to other companies. Since at the moment there is no industry standard for this kind of data to be transferred from a hotel, you must use a generic but easily transferable format, such as text files with headers and comma-separated values.10. How should hotels handle children's data?Within the EU/EEC, a "child" is defined as someone younger than a country-defined age between 13 and 16. For most cases, hotels will not need to rely on children's' or parent's consent to process guest information, since the primary basis for data processing is handling reservations. However, in cases where consent is the basis for data processing, for example, for marketing purposes, children's data needs to be handled with extra care.You should start thinking now about whether you need to put systems in place to verify individuals' ages and to obtain parental or guardian consent for any data processing activity. Children's data can only be handled with explicit consent when consent is required.Best practice is to avoid collecting and storing data about children unless it is legally required or absolutely essential for handling a reservation.11. Do hotels need to hire Data Protection Officers (DPOs)?You should designate someone to take responsibility for data protection compliance and assess where this role will sit within your organisation's structure and governance arrangements, even if you are not formally required to have a DPO. You should consider whether you are required to formally designate a Data Protection Officer, and this designation depends on the volume and sensitivity of the information. At the chain and large group level, a DPO is almost certainly required, but for individual hotels, the law is not yet clear and you should seek guidance from your local counsel as to whether it is required.12. Do hotels outside the EU/EEA have to do anything to comply with the GDPR?According to Article 3 of the GDPR, the regulations cover activity happening within the EU or data processing by organizations based in the EU. When an EU citizen travels outside the EU, their activities outside the EU are no longer protected by the GDPR unless the organization processing the data is based in the EU.However, a booking process that happens between a person in the EU and a hotel outside the EU is considered covered by the GDPR. Data that is collected in the EU during that process is an activity happening within the EU. So hotels outside the EU do collect data that is covered by the GDPR as part of the online reservation process. This data needs to be protected with the appropriate safeguards dictated above.13. What are the consequences for not complying with GDPR?Businesses can have fines of up to 4% of annual global turnover or $24.6 million (EUR20 million), whichever is higher for not complying with the GDPR rules.
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Anna Geraty is ALICE's New England Ambassador

ALICE 13 March 2018
New York, NY - ALICE, the hospitality industry's leading operations technology, welcomes Anna Geraty as Senior Sales Executive of New England.Anna joins ALICE at a time of rapid growth for the company, following its $26M Series B funding in August, and the company's acquisition of concierge technology rival GoConcierge the following month.Anna is a hospitality professional who has worked on property for more than 15 years, amassing a deep understanding of hotel operations, revenue management and sales. With a proven track record at the Pyramid Hotel Group since 2006, Anna excelled in a variety of sales and business development positions and was promoted to Area Director of Sales and Marketing in January 2013. She presided over sales, revenue and marketing efforts for multiple locations, including The Envoy Hotel, the Residence Inn Boston Downtown Seaport, the Residence Inn Boston Back Bay-Fenway, and the Residence Inn Boston Harbor on Tudor Wharf. Anna was also concurrently overseeing Revere Boston Common in Group Sales, Business Travel and Conference Services and Catering.As the Director of Sales and Marketing for Residence Inn Tudor Wharf in 2012, Anna spearheaded her team in attaining Sales Team of the Year. She was also a Care Cup Winner in the same year for achieving the highest gross operating profit percentage and RevPAR Index. Anna graduated with a Bachelor's degree from Boston College.Anna will succeed Head of Sales Wendy Zapach in championing ALICE's growth in New England, allowing the sales leader to direct her focus to management and strategy for the burgeoning team."New England is an emerging tech hub," says Anna. "While hotels have been slower to acclimate, the tide is certainly changing. Hotels in the region are looking to invest in ways to achieve expedient service that will elevate the guest experience."A resident of Boston all her life, Anna spends her free time by the ocean or running. She finished the Boston Marathon in 2014 to fundraise for the Spaulding Rehabilitation Hospital, where she volunteered as Co-Chair of the Young Professionals Group between 2012 to 2015.ALICE is the industry leader in hospitality operations technology. Close to two thousand hotels across the country and around the world have chosen ALICE for the transformative effect joining all hotel staff departments onto a single platform has for improved 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.Head of Sales Wendy Zapach expressed her full confidence in passing on the baton: "Anna is a hotel insider and veteran in New England. I have worked with her personally over the last 12 years and witnessed the growth in her sales & marketing career. As a well-respected, well-known and well-liked hotelier, Anna will be able to open doors and have access to decision-makers from day one."
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San Francisco's Hotel Zelos, Part of the Viceroy Hotel Group, Selects ALICE to Increase Operational Efficiency and Enhance the Guest Experience

ALICE 7 March 2018
San Francisco's Hotel Zelos, a Viceroy Hotel, has selected ALICE's suite of hotel technologies to streamline staff operations and enhance the guest experience. Hotel Zelos, which joins sister properties Hotel Zetta and Hotel Zeppelin on the ALICE platform, is using ALICE's concierge software, ALICE Concierge, ALICE's housekeeping and maintenance software, ALICE Staff, and the company's guest text messaging solution, ALICE Guest. 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.Hotel Zelos, located in San Francisco's historic Pacific Building in the SOMA district, chose ALICE to replace a service optimization system the hotel's management inherited from the hotel's previous owners (Hotel Palomar operated on the same site from 1999 until 2015). Hotel Zelos' General Manager Sietse Nabben was excited to implement ALICE; a few years ago, he played a significant role in the installation of ALICE at one of his previous properties in Marin County. He saw outstanding results not only in guest service feedback and operational efficiency, but also as a cost control system. Nabben had been looking for an operations toolset more dynamic and intuitive than the legacy software he inherited, and based on his previous experience, he knew immediately how easy it would be to train his growing team on ALICE.Using ALICE has made an immediate impact to the hotel's operations. Because there's now a record of all guest requests and internal work orders (which can be easily analyzed by time of day and day of week), management is better able to align staff availability with guest demand, and thus make more data-driven decisions when it comes to scheduling.Hotel Zelos' staff, meanwhile, appreciate the many ways ALICE is improving communication between departments and providing them efficiencies in their work. Tyler Gard, Hotel Zelos' Director of Rooms, says the housekeeping and maintenance teams have really taken to ALICE's photo-taking functionality, which lets users snap a photo of a broken lamp or scuffed carpet, for example, and attach it to a ticket, letting their colleagues know immediately where to look and what tools to bring (obviating a lot of cross-communication and trips back and forth). Photo attachments also come in handy when it comes to cataloging guest lost and found items. Now, when guests call the hotel to ask about a lost item, the front desk agent can satisfy the guest right away. Instead of putting the guest on hold, relaying the inquiry to housekeeping, and hoping for a timely response, the front desk can immediately tell the guest whether or not the item has been found, quickly allaying any anxiety.ALICE is also helping Hotel Zelos better manage the many guest packages the hotel receives daily. Like many city-center hotels, Hotel Zelos can't rely on a loading dock area to process and store packages, and so the sooner the front desk staff can log packages and remove them from the lobby, the better. ALICE's package management tool helps Hotel Zelos record, maintain, and easily access a log of incoming and outgoing packages, saving the front desk team time they can now spend with their guests."For me, ALICE is the entire package," says Nabben. "It's not just staff tickets, it's also lost and found, it's also packages, it's also texting," he enthuses. Indeed, the hotel is successfully engaging guests with ALICE's guest messaging technology, which helps staff build a rapport with their guests from the moment of booking. "Texting is a great way to engage with guests in a way many of us now communicate. We're seeing that by sending a simple, personalized text before the guest arrives, we can positively impact guest satisfaction and help drive guest loyalty," Nabben adds.And, just as Nabben predicted, training his staff to use ALICE has been easier than any legacy hospitality solution he and his team have used previously: "There's a lot of turnover in our industry, so it's essential we use tools that are easy to train and easy to use. The reason why using ALICE is so intuitive for all of our staff is because it's similar in functionality and design to many of the apps we all use already in our daily lives," Nabben explains. "ALICE's innovation is not only that it streamlines hotel operations, but that it does so in a user-friendly way."
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Holland's Premier Concierge & Lifestyle Service, Con Questa, Uses Concierge Technology to Keep Them Organized, Aligned, and Continually Delighting Their Clients

ALICE 28 February 2018
Con Questa, Holland's premier concierge & lifestyle service, has selected ALICE's concierge software to keep their growing team organized and aligned.ALICE is the hospitality industry's leading operations technology, used by 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 recently acquired concierge software provider GoConcierge to augment its technology and customer service offering.Founded in 2006 by a pair of former Les Clefs d'Or concierges, Con Questa only recently expanded from its original founding pair to a team of six. While a technology mix of WhatsApp messages and a shared email inbox was sufficient to coordinate client itineraries and record client preferences for a two-person company, the founders soon realized they would need a more robust solution to support the growing team and client base.Because of the very specific nature of concierge work, Con Questa sought a technology solution that would facilitate both short-term and long-term planning, as well as support the creation of client profiles, where all client activity and preferences could be recorded and instantly accessible to any team member.After scouring the market, Con Questa found their ideal solution in ALICE's concierge technology, ALICE Concierge. ALICE Concierge, which was built under the guidance of some of New York City's leading concierge teams, is purpose-built for concierge work, with features like request tracking, reminders, a vendor database, itineraries and letter confirmation creation and guest/client messaging.ALICE has made a big difference to how Con Questa manages its work and communicates as a team, says Silke van Mourik, one of the company's lifestyle managers. The first thing her team does when they start work in the morning is open ALICE, she says, which gives everyone full visibility to the day's work and the status of pending requests. Not only is she able to see her own to-do list, but she can see what her colleagues are working on as well. This means when she is on vacation, or off-site scoping locations and services for clients, others on her team can help her support her clients in her absence. In addition to appreciating the "shared" nature of the ALICE system, she also values particular functionality of the software like "reminders," which allow her to easily manage client activities, like a week's-long vacation, that require multiple phases of planning and a complex schedule of work."With ALICE, we finally have a tool to both support our growing team, as well as help us in our mission to provide the most personalized, high touch concierge services for our clients as possible," says van Mourik.

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