L.A. JW Marriott Stops Guest Requests from Falling Through Concierge Desk ‘Cracks’

| December 14, 2010

Since the JW Marriott Hotel Los Angeles at L.A. LIVE opened last February in downtown Los Angeles’ newest sports and entertainment complex, business has been booming. Tens of thousands of guests have already stayed at the 878-room property that shares space with two other hotels. For the concierge team at the Marriott, there is nonstop activity; a steady stream of guest requests that must be handled efficiently and professionally. Thanks to Web-based GoConcierge, a guest service operations system, the concierges are able to log and manage requests without even one falling through the cracks. GoConcierge is produced by Los Angeles-based GoConcierge.net.

“One of our key commitments at the JW Marriott is to create personalized experiences with attention to even the smallest details for every one of our guests,” says Javier Cano, general manager. “GoConcierge assists us in making this commitment a reality on a daily basis.”

From manual processes to an automated system
Prior to implementing GoConcierge this fall, the concierge team at the property relied on binders, Post-it Notes and e-mail to track their daily tasks “Communication was inconsistent and it was not easy to confirm all the communication with our guests,” says Joey Battaglia, lead concierge.

Now, using GoConcierge’s online Guest Task Calendar, concierges at three stations in the main lobby and at the concierge desk in the Executive Lounge can log and track guest and other requests and tasks quickly and easily. 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.

Customizable location database
A customized location database within GoConcierge allows concierges to quickly identify area restaurants and attractions. “We use it all of the time and love the ability to contribute new locations previously not in the system,” Battaglia says.

To communicate directly with guests who are not nearby, the concierge team utilizes GoConcierge’s text messaging feature. When guests respond to text messages sent to them, their messages appear in the Guest Task Calendar. Concierges and guests correspond about issues ranging from theater tickets to dinner reservations and transportation. “The text messaging option is great,” Battaglia says.“Guests are starting to use that more and more.”

Reports available within GoConcierge detail volume of reservations made for on-site and external restaurants and attractions. Reports also provide insight into staff productivity and scheduling.

A month after implementing GoConcierge, Battaglia says hotel management is considering introducing it to other departments.

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