InterContinental Hotels Group implements GoConcierge, a computer-based reservation- and request-tracking application, at the InterContinental Boston. The software is currently in use at InterContinental hotels in London, New York, Cleveland, San Juan, San Francisco, and Chicago.
"It has made our guest service processes seamless," says Nelum Gunewardane, director of front office operations at the hotel. "Tasks roll from one day to the next and are never lost. We can easily see those tasks that have been completed or that are pending."
A team of four manages GoConcierge through the program's color-coded calendar, performing tasks such as printing or e-mailing a personalized confirmation letter to guests; generating restaurant and other area attraction information; and compiling lost and found reports.