Boston's Hotel Commonwealth optimizes task management

Alice is tailored for Hotel Commonwealth to target specific property needs. Photo credit: Alice

Hotel Commonwealth, the official hotel of the Boston Red Sox, has chosen Alice to optimize cross-department task management and communication. Before using Alice, the hotel used a combination of GoConcierge concierge software and radios for all staff communication and amenity fulfillment. For staff, dependency on radios as their main form of communication could be inconvenient; for instance, if a certain housekeeper was requested, staff would radio a houseman to pass along the message. 

Now, through Alice, which unites all staff members across departments (and incorporated GoConcierge into its own platform after an acquisition in 2017), communication can go directly to any person who is needed, minimizing runaround and response time.

“This allows us to be more efficient operationally and provide quicker service for our guests,” Lukas Mulkern, rooms division manager,  said in a statement 
Additionally, before implementation of Alice, staff had been frustrated by language barriers on property. Now, with Alice, those concerns have dissipated. Because Alice can translate from English to Spanish and vice versa, it allows for seamless communication between staff.
Previously, guest requests were written down and manually marked off upon completion, and there was a need for a user-friendly way to implement record keeping and task management. Since all Alice tasks must be closed out, staff members are less likely to miss or forget tasks. Both tasks and requests are being executed more effectively because there is now a tracking system in place. Guest complaints can be followed up on and staff can be held accountable when requests aren’t completed in a timely manner.