Nashville-based Hutton Hotel handles guest requests at this bustling 247-room boutique hotel with efficiency due to GoConcierge, a guest service operations solution. Concierge, front desk, PBX operations, sales, reservations and other departments all currently use GoConcierge, said Laura Cunningham, chef concierge at the Hutton Hotel.
“We were the first hotel in Nashville to have it,” she said. “We log almost everything we do for a guest in GoConcierge.” Prior to implementing GoConcierge, Cunningham and her concierge team relied on log books to track guest requests.
GoConcierge is primarily used for task tracking, ensuring that no task is forgotten. Using GoConcierge’s Guest Task Calendar, the concierge team 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. Point-to-point directions and maps also can be generated quickly.
“With the push of a single button the guest has a formal letter with the Hutton logo,” said Cunningham, a Les Clefs d’Or member. An Opera interface allows hotel associates to quickly populate tasks and put in messages. The interface links the guest to the activity of the guest and saves time having to populate information.
For communication among hotel associates, GoConcierge is ideal, Cunningham said. “It definitely makes it easier to communicate with one another,” she said. “GoConcierge is also used for guests wishing to reserve tickets for area shows. Flashing lights within the software remind associates to purchase tickets when they are available. “We love the reminder feature.”
GoConcierge’s text messaging feature, an option for guests, is frequently used to help provide immediate and easy communication. Concierges use the calendar to send instant sms text 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.
Reports generated from GoConcierge detail tasks commonly entered such as amenities and car rentals. Reports also allow hotel associates to view repeat guests’ favorite restaurants or other places they like to visit. Cunningham says reports also make it easier for her to manage scheduling for her concierge team.