The Hotel Software You Need to Support Your Virtual Concierge
May 16, 2017 1:00am
by Alex Shashou
For hotels that outsource their concierge services, request management technology can be a valuable tool to connect outsourced service providers with these hotels’ in-house staff and operations. This improves the management of guest requests as well as the communication between your third-party concierge and your staff and between your third-party concierge and your guests, guaranteeing better guest service.
The Rise of the Outsourced, Virtual Concierge
Outsourcing concierge services in hotels is nothing new - bus companies and other hospitality brands have been placing their agents in hotels for years - but the ubiquity of the smartphone has facilitated a new, innovative breed of outsourced service provider, that of the virtual concierge.
Virtual concierges provide the same benefits to guests, but through digital means. On the front end, the guest experience differs from the traditional outsourced concierge model, as the guest never “meets” these concierges, but interacts with them instead through a mobile application or SMS. On the back end, however, the virtual concierge job is very similar to that of a hotel concierge. The concierge makes suggestions, books reservations, orders services, and tracks the status of requests, just as an in-house concierge would.
Why You Want Your Virtual Concierge Service Connected to Your Hotel with Request Management Technology
Because request management technology unites all hotel staff members - in-house or outsourced - on the same request management platform, it is the ideal solution to integrate the activities of virtual concierges with the those of a hotel’s internal teams. Without a request management system to unify your outsourced concierge service with the rest of your hotel staff and operations, you run the risk of compromised guest service and losing valuable guest data. With request management technology, you get all the benefits of outsourcing the concierge function, without any of the drawbacks.
Tags: outsource concierge,
request management technology,
Alex received his Bachelors Degree from The University of Pennsylvania, Wharton Business School with a dual concentration in Finance and Operations and Information Management. After graduation, he took a position with Goldman Sachs in the Equity Sales division in New York, leaving in Sept 2013 to pursue ALICE full-time. Born in London, Alex grew up in the hospitality industry with his family operating 90 hotels in the UK across three hotel chains. Follow him on Twitter at @ashashou.
By joining all the departments of your hotel onto a single operations platform for internal communication and task management, ALICE helps your staff act as a team to provide consistently excellent service. ALICE’s main product - ALICE Suite - brings together your front office, concierge, housekeeping, and maintenance teams, and connects your guests to your hotel with our app and SMS tools. The ALICE platform is also available as specialized software and mobile applications for your staff (ALICE Staff), your concierge (ALICE Concierge) and your guests (ALICE Guest). Each module is fully integratable with PMS, POS, and all other third party management systems. ALICEs partners include 3-5 independent and managed hotels, hotel groups, residential condominiums, serviced apartments, vacation rental companies, and concierge companies looking to provide exceptional service through mobile staff technology and guest communication channels. Third-party service providers also leverage the ALICE API. ALICE was founded in 2013 by Justin Effron, Alex Shashou, and Dmitry Koltunov, and has raised $13.5M to date.
Contact: Lola Feiger
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