Guest Service Enhanced at Kahala With GoConcierge

Work Flow Efficiencies, Improved Service Time Benefit Legendary Honolulu Hotel

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. October 14, 2008

HONOLULU, HI, July 17, 2006. The luxurious Kahala Hotel & Resort, a 345-room property located in Honolulu's plush Kahala district, is providing guests with an unmatched level of service with the help of GoConcierge, the lodging industry's leading guest service operations solution. Web-based GoConcierge, which was first implemented at the property in the spring, is produced by Los Angeles-based GoConcierge.net.

"As ambassadors of our hotel, our concierges are extremely busy," says Tim Lee, resort manager at The Kahala Hotel & Resort. "GoConcierge makes their jobs much easier and enables them to be much more efficient. The program has made a significant difference in the higher level of customer service that we have been able to provide."

"We strive to make a positive impact at the property and it is encouraging to know that the adoption of GoConcierge has been a success," says Adam Isrow, executive vice president of GoConcierge.net. "It is a testament not only to the effectiveness of the technology but also to the willingness of The Kahala Hotel & Resort team to find new ways to satisfy their guests."

Prior to the rollout of GoConcierge, concierges at the resort relied on a manual, log-based system to track guest requests. Today, they use an automated online Guest Task calendar to track guest reservations and requests. The centralized calendar includes a task list that highlights open, pending and closed tasks. The color-coded system makes it easy to identify task status. The color green, for example, means that a task has been completed.

With just a few clicks, restaurant reservations and other itinerary information can be quickly printed or e-mailed out of GoConcierge with maps and point-to-point directions-all on the resort's letterhead.

"Guests love the fact that we can customize directions for them," Lee said.

Activity Voucher Process Automated

Before GoConcierge's implementation, concierges manually completed guest activity vouchers and faxed them to each company contact. Using GoConcierge, however, a form can be generated and e-mailed within the system-saving both time and paper.

Guest reports generated out of GoConcierge show the amount of business sent to vendors, restaurant reservations made, amenities sent to guests, and more. GoConcierge maintains a record of activity for each guest, enabling concierges to remind guests where they dined during a previous stay. Guest activity history appears when typing in the guest's name.

Because GoConcierge is a highly secured Web-based solution, Lee can log in at home or from an alternate office via appropriate user rights. If he needs to contact a member of his concierge team and cannot get through by phone, he can simply leave a note within the system. GoConcierge makes it easy for one shift to communicate with the next.

"We are proud to know GoConcierge is enabling The Kahala Hotel & Resort to achieve the highest levels of guest satisfaction," Isrow said.