How a Small Guest Services Team Delivers Five-Star Service
In addition to using ALICE to book guests' offsite activities like vineyard and winery tours, restaurant reservations, and spa appointments, Milliken Creek's front desk staff use the technology to help them organize on-property activities like their nightly wine- and cheese-tasting hour, assign and coordinate pre-arrival amenities like champagne and rose petals, and to also keep track of items loaned to guests, like DVDs.
Staff at Milliken Creek Inn appreciate many aspects of ALICE's technology that were not features of the concierge software they used previously. This includes the "user-friendliness" of the tool, as well as ALICE's text messaging functionality, which allows the Inn's staff to easily confirm guest reservations with the spa's therapists and keep records of those exchanges that are accessible to any hotel employee. Most importantly, they value the professionalism ALICE's printed itineraries and confirmation letters and emails confer the concierge operation. Says Tamara Mims, Vice President at Four Sisters Inns, "The guest itineraries and confirmation emails we can create with ALICE are better looking and more professional than anything we've had in the past. Achieving the same consistency and sophistication in formatting without ALICE would take our front desk staff a lot of time they don't have. ALICE, in this way and more, makes our lives much easier."
"What sets Milliken Creek Inn apart from other Napa hotels is the level of service we offer our guests, despite our size. Our concierge program is an important part of this, and our ability to cater to our guests the way we do would not be possible for a four-person team without the help of a very capable and reliable piece of software like ALICE. It's as if we had another member of our team!," adds General Manager David Jessup.
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.
Since the company was founded in 2013, ALICE has gained serious traction in the industry working 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. For more information, visit https://www.aliceplatform.com.