When the luxurious Fort Lauderdale Grande Hotel and Yacht Club opened earlier this year after a $70 million renovation, the concierge and other departments were well prepared due to the use of GoConcierge. Marcos Borras, Director of Rooms at the property, had worked with the guest services operations system at two other hotels and knew it was the right choice again.
The four-person concierge team at the 589-room hotel uses GoConcierge's online Guest Task Calendar to log and track guest requests and other tasks. With just a few clicks, these can be entered and located. The calendar is color coded, which makes it easy to highlight open, pending, and closed tasks. Because a history of each guest's request is stored in GoConcierge, it is easy to generate itineraries. These can be printed or e-mailed in a matter of seconds along with a personalized confirmation letter on stationery that includes the hotel's logo. Point-to-point directions and maps also can be generated easily.
Multiple Departments Benefit
A total of 20 people at the hotel has access to the system. Associates in shipping and receiving, security personnel, and bell staff also use it to help manage packages and lost and found items.
"GoConcierge is the most efficient system in the industry right now to track requests and tasks," Borras says. "It is user-friendly, easy to learn and our concierge team absolutely loves it. We don't have much desk space. We would never be able to run a concierge desk without GoConcierge."
When a package arrives at the hotel, an attendant will log it into GoConcierge. After the package is delivered by bell staff, the open task is closed within the system. Because GoConcierge is password-controlled, Borras knows who handled each package and when. If a room attendant finds an item left by a guest, it is taken to the security department where it is also logged into GoConcierge. After the item is claimed by the guest, the task is closed.
Robust Location Database
A customized location database within GoConcierge enables concierge staff to quickly identify area restaurants and attractions. Links on the GoConcierge screen take users to websites and documents that can be printed or e-mailed to guests immediately.
Reports generated from GoConcierge show managers the volume of reservations sent to car rental companies, area restaurants, and the hotel's own China Grill Fort Lauderdale restaurant. Reports also detail package and lost and found delivery activity. Borras says GoConcierge reports help him with his staff scheduling; they help him project times when the concierge desk will be busiest.