How This Luxury Wine Country Resort Overcame Staff Miscommunication

Renowned Wine Country getaway, Carneros Resort and Spa, has selected ALICE's concierge software, ALICE Concierge, and its guest text messaging technology, ALICE Guest, to improve front of house operations and elevate the guest experience. This implementation of ALICE leverages the company's integrations with both HotSOS and Springer Miller. 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.

Carneros Resort's management was first drawn to ALICE for the product's itinerary creation tool, which produced itineraries "far more visually appealing than what we currently were producing on site," says Jonathan Vail, Assistant Director of IT, but were compelled to purchase the technology after discovering how it would allow them to consolidate the multitude of different systems used to run the resort. Indeed, prior to ALICE, Carneros Resort's management was frustrated by an inability to integrate all of their different technologies. "This created an environment where we had all of the information available, but had no ability to leverage the information quickly when we really needed it. That is when we began exploring our possibilities with ALICE," explains Vail.

With front desk staff often communicating with one another over email and paper notes, the engineering team using HotSOS, and the concierge team using GoConcierge, guest- and other property-critical information remained siloed by department. "This led to excessive amounts of internal emails and phone calls from users trying to pull information they already had access to. A simple guest issue could easily be over-complicated or missed, due to miscommunication," says Vail.

Carneros Resort's management selected ALICE with the goal to unify all these systems - seeing ALICE as an easy-to-use tool that would "provide a window into every spectrum of the guest experience." Adds Vail, "ALICE will give us ability to easily view all of our relevant guest information and turn that data into action. With the guest communication tools provided by ALICE, we will have the ability to improve the guest experience like never before. Not only will we be able to communicate more effectively internally and externally, but we will be able to anticipate guest needs and manage the guest experience from a single platform."

About ALICE

ALICE is the leading all-in-one hospitality operations platform that enables hotel staff to do their most impactful work. Task management, real-time communication, and operational analytics reduce the complexity and chaos of hotel operations providing the transparency and flexibility needed to run efficiently. Founded in 2013, ALICE works with more than 2,500 hotels and tens of thousands of hotel staff across many of the world's leading brands, including Hilton Hotels & Resorts, Graduate Hotels, and Grupo Posadas. ALICE won 7 HotelTechAwards in 2022: winner of Best Concierge Software & Best Housekeeping Software; finalist for its Guest Messaging, Maintenance, and Staff Collaboration Tools; Top 10 People's Choice; and Top 10 Best Places to Work in Hotel Technology for the fifth straight year. https://www.aliceplatform.com/.

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