NYC’s Dream Downtown partners with Alice for customized concierge tool

NYC’s Dream Downtown (Dream Downtown )

In the few months since adopting the new Alice Concierge tool, guest services at Manhattan's 314-room Dream Downtown is better able to track guest requests, respond to them quickly using a single online platform. Since implementation in January, Dream Downtown has seen an average monthly increase of 43 percent in concierge requests, and a 36 percent increase in after-hours requests, all handled efficiently under the new system.

Alice Concierge leverages the power of technology to help hotel teams respond to guest requests more efficiently, generate ROI from ancillary services, build more positive guest reviews and achieve cost savings simultaneously.

“In an initial three-month pilot, the Alice product team worked side-by-side with our concierge team at Dream Downtown to truly understand the day-to-day work flow of guest services and their most frequent pain points,” said Eric Freitas, director of guest of services at Dream Downtown. “The result was a task tracking tool that our team organized and on the same page. Using Alice Concierge, we can access information quickly, staying focused on guest expectations, which produces not only a better work environment for our team, but most importantly, higher guest satisfaction among our guests.”