A Pair of Midtown New York City Boutiques Upgrade Their Operations
New York, NY -- The Gregory Hotel and The Renwick Hotel - a pair of historic boutique hotels in Midtown Manhattan - are using ALICE's operations technology and guest engagement platform to improve staff coordination and provide convenient communications options to guests.
Prior to implementing ALICE, operations at the 173-room The Renwick Hotel (a member of the Curio Collection by Hilton) were managed with pen and paper, with guest calls and requests logged on a shared spreadsheet. Now, the hotel's front desk, engineering, and housekeeping teams all manage their operations with ALICE, which has greatly increased the efficiency with which the departments can log guest requests and dispatch them to the correct team or individual. Logging guest requests and establishing patterns over time has allowed the housekeeping team, for example, to optimize the replenishment schedule they use to place items like water bottles and towels in the guest rooms. The maintenance team, meanwhile, appreciates how establishing patterns in work orders can help point to more fundamental underlying issues, like plumbing problems across an entire building wing, as oppose to in a specific room. Logging numerous work orders regarding shelving that would come loose from bathroom walls led the team to determine the shelving itself was faulty and that they should replace it altogether, rather than go room by room as issues arose.
Before ALICE, teams at The Gregory were also tracking activities and requests manually, as well as relying on walkie talkies, which were often obtrusively loud and unreliable. ALICE, in contrast, lets staff at The Gregory be specific with their communication. Entering text-based guest requests and work orders into ALICE means nothing can be misheard or skipped over, and attaching images makes communicating the nature of an issue or its location effortless. The Gregory's Director of Operations, Natalie Bogan, also appreciates how keeping this record of communications and activities makes her job as a manager easier, allowing her to check in every morning or after a long weekend to see instantaneously the status of operations at her hotel. She also keeps her own notes in ALICE, ensuring everything she needs to manage the hotel is in one place.
Both The Renwick and The Gregory are using the guest-facing component of ALICE's hotel technology, ALICE Guest. Michael Hillier, General Manager of The Renwick, and The Gregory's Natalie Bogan love the convenience ALICE provides to their guests. ALICE's guest engagement toolset, which includes a guest-facing app and SMS texting, lets guests request housekeeping, bellman and maintenance services, and communicate directly with the front desk. "Offering guests the ability to text and use the app to place requests makes a lot of sense. We're on our phones all the time anyway. It's a lot easier than calling the front desk and potentially being placed on hold, and you can also place requests off-site," says Hillier. Natalie Bogan agrees, "Texting guests creates an immediately personal experience."
ABOUT ALICE: 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 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.
ALICE is a hotel operations platform that empowers operational excellence and meaningful guest experiences. By bringing all hotel departments together with a single operations platform for internal communication and task management, ALICE helps hotel staff act as a team to provide consistently excellent service. Since the company was founded in 2013, ALICE has gained serious traction in the industry, working with many of the world's leading hotel brands, including Two Roads Hospitality, Dream Hotel Group, Grupo Posadas, SIXTY Hotels, NYLO Hotels, and Leading Hotels of the World. The company acquired concierge technology provider GoConcierge in 2017. ALICE is the Forbes Travel Guide Brand Official Staff Technology Platform and the winner of Best Place to Work in Hotel Technology, Best Concierge Software, Best Engineering & Facilities Management, Best Guest App and Top Staff Task Management & Collaboration Platform at the 2019 HotelTechAwards.
For more information, visit https://www.aliceplatform.com.