Woodside Hotel Group standardizes communications

Bodega Bay Lodge saw the benefits of Alice to help implement concierge duties for when a concierge is not on site. Photo credit: Alice (The Woodside Hotel Group aligns with Alice )

The Woodside Hotel Group has selected Alice to enhance its internal communication, concierge operations and guest engagement across seven of its 10 properties in Northern California.

Previously, the Woodside used various methods of communication and task delegation, including preshift stand-up meetings, spreadsheets and radios to communicate internally and entrust each task had been completed. Wanting to standardize the group hotel operations and communication, VP of Operations Adam Knight said in a statement that the Woodside Hotel Group was looking for “a single platform to manage guest engagement and employee work flow that was user friendly and easily plugged into each environment.”

Immediately, hotels such as Bodega Bay Lodge in Bodega Bay, Napa Valley Lodge in Yountville, and Indian Springs in Calistoga saw the benefits of Alice to help implement concierge duties for when a concierge is not present on site. With Alice’s logbooks, action items such as itinerary creation, lost and found inquiries, package management, and special amenity requests are now easily managed for the entire team to execute.

Providing personalized customer service for its guests, the Stanford Park Hotel in Menlo Park and Lafayette Park Hotel and Spa in Lafayette use Alice’s guest messaging tools to communicate with their guests. Alice’s automated messaging functionality makes it easy for hotels to quickly send text messages before and during a stay, and after their guests check out.

Before Alice, Woodside had various systems in place to keep track of hotel performance, which meant aggregating data was labor intensive. Now, the Woodside can seamlessly communicate data-driven results to the wider team. By having hard data at their fingertips, senior management can pinpoint areas of improvement and set key performance indicators against different metrics.

“We are able to affirm that our speed of service score has increased nearly 18 percent since introducing the Alice platform,” Knight said. “Our associates get up to the minute, relevant information that makes it easier and more efficient to do their jobs and in turn, provide a higher level of guest service.”