The Nizuc Resort & Spa in Cancun, Mexico, selected Alice to enhance its internal communication, employee accountability and guest satisfaction. The tool connects all hotel departments within one platform, enabling staff to interact with both the guest and each other.
“Alice has helped us change the way we communicate, giving us the opportunity to improve our service, and, of course, to turn around our performance on the guest experience at the hotel,” the resort's director of IT, Victor Reyes, said in a statement.
Before Alice, Nizuc Resort used walkie-talkies and spreadsheets to handle guest and staff requests. However, this meant management did not have any insight into what was happening on the property in real-time. Upgrading all departments to Alice has made an immediate improvement on staff alignment and accountability, “It is incredible to see how employees now use the phrase ‘Ya subiste tu Alice?’ meaning ‘Did you submit your request through Alice?’ If not, team members will encourage others to submit tickets,” Reyes said.
Reyes states that the impact of using Alice has been evident. “Not only has Alice improved our staff communication and accountability, Alice helped us to achieve an important award - the AAA 5 Diamond Award,” he said. “After using Alice for less than eight months, our TripAdvisor rating went from No. 5 to No. 2.”
Nizuc is a member of Preferred Hotels & Resorts and is the flagship property of Las Brisas Hotel Collection's elite luxury resort line, Nizuc Resorts & Spa brand.
