Guest Satisfaction Soars with Web-based GoConcierge

eConcierge Interface Enables Staff to Seamlessly Process Pre-Arrival Requests

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. October 14, 2008

SAN ANTONIO, TX, November 8, 2006. The Hyatt Regency Hill Country Resort and Spa, one of the nation's premier luxury properties, is providing its guests with Texas-size hospitality and adding new business at the same time - all with the help of GoConcierge. The Web-based guest service operations system, which was implemented at the resort in May, is produced by Los Angeles-based GoConcierge.net.

GoConcierge has added numerous efficiencies to hotel operations by eliminating paper-based processes and providing a single-source view of pending and completed tasks. Multiple departments at the resort have embraced GoConcierge to track restaurant and spa reservations, tee times, Camp Hyatt appointments, room service amenities, packages and more.

"It is great that so many departments are all on the same system," says Julie Hammock, concierge supervisor at the 500-room property. Hammock says GoConcierge has been a tremendous addition considering the log books and lists her staff used to use. The online Guest Task calendar, which highlights open, pending and closed tasks, is color coded. Instead of taking minutes to locate a reservation or note, it takes just seconds.

GoConcierge maintains a record of activity for each guest, enabling concierges to remind guests where they dined during a previous stay, or what limousine company they used for transportation. Guest activity, preference and even birthday or anniversary information appears when typing in the guest's name.

Interface Funnels New Business

Thanks to an interface with Cendyn's eConcierge system, guest activity or amenity requests made through Hyatt's website prior to arrival are sent directly to GoConcierge and appear as a flashing task. Once the concierge has completed the request, a personalized itinerary is sent automatically to the guest. The hotel previously managed this type of request manually by checking e-mails and then updating the information at the concierge desk-a time consuming process.

"The eConcierge/GoConcierge interface allows the concierge team at the Hyatt Regency Hill Country Resort and Spa to spend more time and attention on guests," says Adam Isrow, executive vice president of GoConcierge.net. "It also streamlines the reservation process."

Hammock says the resort received an additional 1,800 reservations for its Antlers Lodge restaurant this past summer and can attribute the additional reservations to the efficiencies added by the eConcierge/GoConcierge interface that allows guests to secure reservations at the time of booking. Those reservations resulted in a significant increase in revenue and incremental business.

One guest planned his entire vacation itinerary through eConcierge. When the guest arrived at the hotel and was given a printed version of his itinerary with maps and directions, he was caught off guard. "He was very impressed," Hammock says. "He thought the concierge had spent all day on it but it took just minutes."

In addition to giving the Hyatt's concierge team the ability to quickly produce professional, personalized itineraries and directions on the hotel's letterhead, GoConcierge also makes it easy to generate VIP and Regency Club welcome letters. Anytime we know a VIP is going to be checking in, we input that into GoConcierge," Hammock says. "Personalized letters are produced the night before for each of those guests."

Easy Access to Area Information

Staff at the resort also use GoConcierge's customized location database to quickly generate restaurant and other area attraction information. Updated information is easily added. Hot buttons on the GoConcierge screen link to websites used most.

GoConcierge.net customized opening screen pages for Camp Hyatt and the Antlers Lodge restaurant. Each has its own access privileges. Camp Hyatt and restaurant staff use GoConcierge as an online reservation book. Hammock says her concierge team is able to more easily direct business to Antlers Lodge because of the easy access to reservation availability.

Reports generated from GoConcierge document unfinished tasks, the number of reservations made through eConcierge, amenities delivered by room service, the number of Camp Hyatt, spa and other reservations, and much more.

Hammock says the Hyatt Regency Hill Country Resort and Spa selected GoConcierge because of its wide ranging features and functionality and the efficiencies of its Web-based platform. With multiple departments accessing a central system, more team members are empowered to help the guest and ultimately provide a memorable experience.

Since transitioning to GoConcierge, Hammock says her team has consistently received positive feedback from guests and exceptional comment card scores. "The system is very user-friendly," she says. "The support has been great. It has really enhanced our ability to provide superior guest service. The Hyatt Regency Hill Country Resort and Spa quickly leveraged the capabilities within GoConcierge and we are proud to know their results are benefiting resort staff and their guests," Isrow says.