Hyatt Regency Chesapeake Bay Embraces GoConcierge

Web-based System Implemented Across All Departments of 400-Room Property

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. October 14, 2008

LOS ANGELES, CA, July 10, 2007. The Hyatt Regency Chesapeake Bay Golf Resort, Spa and Marina, located in Cambridge, Md., has given its entire team of employees access to Web-based GoConcierge to enhance the level of guest service at the 400-room luxury property. GoConcierge, produced by Los Angeles-based GoConcierge.net, is the lodging industry's leading guest service operations system.

The resort uses GoConcierge to log almost any activity involving a guest. Departments using the application include concierge, accounting, engineering, housekeeping, Camp Hyatt, front desk and administrative staff, reservation agents, managers and more.

"The fact that the Hyatt Regency Chesapeake Bay Golf Resort, Spa and Marina has embraced GoConcierge in so many areas of its operations is a testament to the versatility of our system," says Adam Isrow, executive vice president of GoConcierge.net. "While eliminating paper-based processes such as log books, it has simplified and centralized communication to ensure the property's guests receive the highest level of personalized service."

Guest Tasks Easily Tracked

GoConcierge was implemented at the bay-side resort last fall. Eight concierges use the system's online Guest Task Calendar to log and track guest requests. With just a few clicks, requests can be entered and located. The calendar is color coded, which makes it easy to highlight open, pending and closed tasks. To simplify the restaurant reservation process at its popular Blue Point Provision Company and Water's Edge Grill restaurants, GoConcierge interfaces with Open Table, an online restaurant reservation system.

Because a history of each guest's request is stored in GoConcierge, it is easy to generate itinerary summaries. These can be printed out in a matter of seconds along with a personalized confirmation letter on stationery that includes the resort's logo. Point-to-point driving directions and maps also can be generated easily.

"Before GoConcierge, we had a lot of preprinted direction cards that we would photocopy," says Joel Bunde, rooms executive at the resort. "Now each person who asks for directions gets a well-presented piece of literature. It looks like we spent an hour on it but it takes just a few clicks."

To make it easy for resort staff to quickly access area information for guests, GoConcierge.net built a customized location database. It includes information not only on the resort's offerings but also area attractions as well. Updated information can be easily added and hot buttons on the GoConcierge screen link to websites used most. "We hire a lot of new staff," Bunde says. "GoConcierge gives them a much greater chance of efficiently taking care of a customer's needs."

Multiple-Department Benefits

Staff at the Hyatt resort use GoConcierge to track lost and found items, Camp Hyatt reservations, VIP amenities, and packages. Separate departments exist in GoConcierge for each. Packages are logged into the system at the loading dock. Once they are delivered, the individual performing the delivery notes that in GoConcierge.

GoConcierge is also used as a guest response tracking system. When a guest calls the front desk with an engineering concern-a leaky faucet, for example-it is logged in GoConcierge. Someone in engineering, who also has access to the system, will see the alert and then write a work order. Once the problem has been resolved, it is noted as closed in GoConcierge. The housekeeping manager will also enter concerns for engineering in the system.

"All types of guest requests are entered in GoConcierge," Bunde says. "It keeps us all on the same page. We can all see the status of a work order or whether or not a part is on order. It is a concise way of ensuring good communication."

When the accounting department is contacted with a question about a bill, it is also entered in the system. "They can better manage their office with GoConcierge," Bunde says. "They know what has taken place so far and who needs to make additional calls."

Reports Pinpoint Guest Concerns

At the end of each month, a report is generated from GoConcierge that shows the top three guest requests. That information makes it easy for Bunde and his team to eliminate recurring issues. With GoConcierge's additional reporting options, Bunde can generate reports by guest, vendor, task, concierge, status and more.

"It has unlimited possibilities," he says. "If there is data or information we want to report about, we can do it."

"The Hyatt Regency Chesapeake Bay Golf Resort, Spa and Marina is showing the lodging industry how Web-based technology can dramatically transform the way a resort operates," Isrow says. "GoConcierge gives the Hyatt a competitive advantage-yet one more arrow in its quiver as it works to exceed guest expectations and keep them coming back for more."