Paséa Hotel & Spa Leverages GoConcierge to Provide Fast, Personalized Service
June 19, 2017 8:04am
Newest Version of GoConcierge Helps Enhance Guest Satisfaction
HUNTINGTON BEACH, CALIF.—June 19, 2017—At the busy 250-room Paséa Hotel & Spa, a resort located just steps from the beachfront in Huntington Beach, California, the guest service team is delivering personalized service fast and efficiently thanks to GoConcierge, the lodging industry’s leading online concierge software. GoConcierge, produced by Los Angeles-based GoConcierge.net, has been in place since shortly after the hotel opened in June 2016.
“In all my 16 years, it was the smoothest rollout of a system I have ever seen,” says Marty Koontz, the resort’s Chef Concierge and a member of Les Clefs d’Or USA.
“It is gratifying that Marty and her team were able to embrace our concierge application so quickly and have it add value to many departments throughout the operation,” says Adam Isrow, Executive Vice President of GoConcierge.net. “Marty’s leadership has contributed greatly to the way in which GoConcierge has become a valuable resource for her team members and a complete operations solution.”
It was six months ago that Koontz and her team upgraded to GoConcierge’s next generation software with numerous features to further enhance guest service and satisfaction. Koontz’s staff of 15 (and growing) are given GoConcierge training once hired.
Valuable Reports Available from GoConcierge
Reports generated from GoConcierge help Koontz know when to schedule associates and provide insight into labor costs. Daily transportation reports also detail taxi, limousine and rental car activity. Koontz also uses GoConcierge for inventory tracking—to track the towels, cabanas and umbrellas that are given out as part of the resort’s beach butler service. Revenue associated with those rentals is also tracked in GoConcierge. For the resort’s Club Blue guest loyalty program, Koontz and her team use GoConcierge to build guest preference profiles. These profiles track valuable preferences which can be very beneficial on future stays and to efficiently communicate these details to the appropriate team members.
Primarily, GoConcierge is used at the Paséa Hotel & Spa for task tracking, whether it be a restaurant reservation, a lost and found item, amenity, or incoming package. Using GoConcierge’s Guest Task Calendar, a hotel associate 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 GoConcierge is Web based, multiple departments including concierge, front desk, reservations, accounting, F&B, sales, and events all have access. Being on the same page as a team is critical at the hotel known for hosting celebrities and royalty.
“There is a huge impact in the kitchen,” Koontz adds. “By being able to track amenities within GoConcierge, we can control food and labor costs. The chef can quickly see what needs to be prepared in the coming days. He knows when to bring in extra help. GoConcierge makes it easy to plan for amenities for VIPs.”
Koontz says she remembers the days when she used to rely on Post-it notes to keep track of “to do” items for guests. “Now, thanks to GoConcierge our entire team is equipped with access to pertinent information that can be accessed quickly to help the guest,” she says. “Guests are able to receive desired information by e-mail or by text.” If a guest has a question about an area restaurant or attraction, a quick visit to GoConcierge’s database, powered in part by Google Places, provides the answer. “Quick access to the right data helps take the guess work out of it,” Koontz says.
Communication by Text Made Easy
GoConcierge’s text messaging option in the Calendar is a feature that is used frequently. One can send instant messages to the recipient’s cell phone. When the recipient responds to the text message, it automatically appears in the Calendar as a flashing message to alert the concierge so the request can be handled quickly. A message center in GoConcierge tracks all e-mail/text correspondence with guests.
The Paséa Hotel & Spa was one of the first properties implementing the newest version of GoConcierge. “It is working extremely well,” Koontz says. “Adam and his team are always there to provide support and suggestions on how we can further customize the application. GoConcierge.net has been fantastic.”
“It is great to see how the Paséa Hotel & Spa is benefiting from the GoConcierge application in so many ways,” Isrow says. “Our goal is to add value by making the team more efficient so they can spend more time and attention on the guest. Clearly, this is being achieved.”
online concierge software,
Located just steps from the shore in Huntington Beach in California, Paséa Hotel & Spa is a modern oasis with an unrivaled sense of clean, coastal style and comfort that guests can experience with the sand between their toes. It is where modern style meets coastal comfort. With 250 spacious guestrooms and suites, almost all with ocean views, Paséa Hotel & Spa is designed to connect guests with nature and bring the warmth and artistry of the destination to life in a vibrant and energizing way. Guests of Paséa Hotel & Spa can rejuvenate in the Balinese-inspired spa’s indoor and outdoor treatment areas, or enjoy coastal cuisine at Tanner’s, Paséa’s signature restaurant featuring a live wood-fire inferno grill. The upstairs rooftop lounge, Treehouse Bar, overlooks the Pacific Ocean and offers unobstructed views of Huntington Beach and epic sunsets. Call (866) 464-0577.
GoConcierge is a Web-based task-tracking and database solution for concierges and other departments including guest services, front desk, shipping and receiving, restaurants and more. GoConcierge is being used throughout the United States and in more than 55 countries around the world. GoConcierge.net owns both GoConcierge and The Concierge Assistant. For more information about GoConcierge.net, go to www.goconcierge.net/home or call (818) 263-8993. Be sure to visit us at HITEC in booth 817.
Contact: Adam Isrow
Contact: Glenn Hasek
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