San Francisco’s Hotel Zelos, a Viceroy Hotel, has selected Alice’s suite of hotel technologies to streamline staff operations and enhance the guest experience. Hotel Zelos, which joins sister properties Hotel Zetta and Hotel Zeppelin on the Alice platform, is using Alice’s concierge software, Alice Concierge, Alice’s housekeeping and maintenance software, Alice Staff, and the company’s guest text messaging solution, Alice Guest.
Hotel Zelos, located in San Francisco’s historic Pacific Building in the SOMA district, chose Alice to replace a service optimization system the hotel’s management inherited from the hotel’s previous owners.
Hotel Zelos’ GM Sietse Nabben played a significant role in the installation of Alice at one of his previous properties. He saw results not only in guest service feedback and operational efficiency, but also as a cost-control system.
Using Alice has made an immediate impact to Zelos’ operations with the record of all guest requests and internal work orders (which can be easily analyzed by time of day and day of week). Management is better able to align staff availability with guest demand, and thus make more data-driven decisions when it comes to scheduling.
Tyler Gard, Hotel Zelos’ director of rooms, said the housekeeping and maintenance teams have really taken to Alice’s photo-taking functionality, which lets users snap a photo of a broken lamp or scuffed carpet, for example, and attach it to a ticket, letting their colleagues know immediately where to look and what tools to bring (obviating a lot of cross-communication and trips back and forth).
Photo attachments also come in handy when it comes to cataloging guest lost and found items. Now, when guests call the hotel to ask about a lost item, the front desk agent can satisfy the guest right away. Instead of putting the guest on hold, relaying the inquiry to housekeeping, and hoping for a timely response, the front desk can immediately tell the guest whether or not the item has been found, quickly allaying any anxiety.
The hotel is successfully engaging guests with Alice’s guest messaging technology, which helps staff build a rapport with their guests from the moment of booking. “Texting is a great way to engage with guests in a way many of us now communicate,” Nabben said in a statement. “We’re seeing that by sending a simple, personalized text before the guest arrives, we can positively impact guest satisfaction and help drive guest loyalty.”