Use This Technology to Ensure a Seamless Post-Stay Guest Experience
August 15, 2017 1:57am
You’re feeling rejuvenated on the tail end of a glorious island getaway, with the hotel quickly receding in your rearview mirror, when panic suddenly strikes. Shocked, you realize a pivotal personal item was left behind – your carry-on backpack – the one holding not only your half-devoured novel, but most importantly, your passport. With stress-induced clarity, you picture where it was left – in the hotel room wardrobe next to the safe. Speeding back to the hotel, you call to notify the staff of your urgent loss. When you arrive to the reception desk, not only is your bag missing, but it seems the multiple staff you ask in desperation have no idea about your dilemma. Valuable time is wasted – and your peaceful beach memories are flushed out by fear, angst, and confusion.
This stressful scenario and others like it are the unfortunate reality for many travelers. Now there’s a simple solution to waylay the anxieties around lost items for guests and staff alike - the new “Lost & Found” feature of ALICE’s concierge technology, ALICE concierge.
Human error is inevitable wherever you go, but ALICE’s Lost & Found logbook provides intuitive functionality for managing guest items, enabling any hotel staff member to track lost items in detail from any device.
ALICE Lost & Found features:
We at ALICE are confident this tool will improve the lost and found experience. Staff already using our Lost & Found feature have garnered powerful insights to more seamlessly assist guests in an event of missing items. “We use it mainly for lost and found credit cards that are left at the bar or the pool, whether it’s for a guest or a visitor in the public spaces,” said Ben Edwards, chef Concierge at SIXTY LES. “It’s simple to do a search in the corresponding category to locate items. It’s great how you can search using any keyword of name or location of where the item was found. The search is really intuitive, flexible, and fast.”
In the last 30 days, 3,202 lost and found items were recorded for all ALICE clients using the new module – that’s about 163 items per hotel, per month. The most common left-behind items have been chargers, books, shirts, bags, glasses, and shoes.
With Lost & Found in action at your hotel, guest panic will melt into relief when the front desk agent knowingly hands you a coveted lost parcel, or calls you having found it before you even realized it was missing. ALICE’s Lost & Found will keep your team ahead of the curve, so they can continue to exceed your guest’s expectations through the consistency in service and cross-departmental organization this feature provides. Informed staff lead to happy, repeat guests. Your success is our success.
Lost & Found is part of the ALICE Concierge module, used by Front Desk and Concierge teams in hundreds of hotels across the United States and around the world. Learn more about ALICE Concierge and schedule a demo here.
lost & found,
front desk software
By joining all of your hotel departments with 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 can be integrated with your PMS, POS, and third party management systems. ALICE’s partners include 3-5 star 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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