Eliot Hotel Taps In-Room Concierge to Uncover Additional Revenue Prospects

By Pascale Schlaefli, General Manager, The Eliot Hotel | July 23, 2009

For the past 70 years, The Eliot Hotel has been a Boston landmark, known for its excellent service, world-class amenities, award-winning dining and alluring boutique atmosphere. The property constantly strives to improve the overall guest experience, whether it be the addition of flat-panel, high definition televisions and soundproof windows that block the city noise to offering guests complimentary access to the Boston Sports Club and providing overnight shoeshine services.

The drop in travel that resulted from the economic slump presented The Eliot's management team with an interesting predicament; how to continue improving the guest experience and setting the hotel apart from the competition. After searching for an edgy option to streamline hotel operations, the management team was sold on the concept of an in-room property management solution that would allow guests to do everything from ordering room service to calling their car from valet with the touch of a button. A property management solution goes beyond a basic in-room concierge to include monitoring services, reporting on all hotel systems and tools to enhance the overall guest experience.

With several guest products available, the management team considered the options, most of which come with a high price tag and without the complete solution that The Eliot Hotel desired or needed. The new and cost-effective ICE (Interactive Customer Experience) from Intelity caught the attention of The Eliot Hotel's management team. As a complete in-room solution, ICE allows The Eliot Hotel guests to schedule amenities and request services both on-property and off. The user-friendly interface is basic enough for any guest to operate.
 
 
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