Industry Update
Supplier News 6 February 2019

How Viceroy Los Cabos Creates an Immersive Guest Experience

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ALICE is excited to share that the alliance with Viceroy Hotel Group continues to grow. Marking the fifth Viceroy property partnership, Viceroy Los Cabos is the latest to begin standardizing their operations through the ALICE platform. ALICE is the hospitality industry's leading operations technology, connecting every department of the hotel with one platform for all staff communication and guest requests. ALICE recently acquired concierge software provider GoConcierge to augment its technology and customer service offering.

The Viceroy Los Cabos property is a stunning dreamscape with minimalist architecture from renowned Mexican architect Miguel Ángel Aragonés. Located alongside the Sea of Cortez, Viceroy Los Cabos offers guests an astounding visual and natural experience with wraparound water, a state-of-the-art fitness center, a full-service spa, and a myriad of on-property restaurants that showcase local ingredients.

In addition to these entrancing amenities, Viceroy Los Cabos is now creating an even more immersive guest experience through Volara voice technology, powered by Amazon Alexa and integrated with ALICE. Viceroy Los Cabos is notably the first property to implement Volara voice technology in the Mexico region. The integration between ALICE and Volara allows guests to place requests by voice and have those requests be seamlessly handled by staff, for an enhanced guest experience.

Overall, guest reviews have been increasingly positive as a result of the implementation of ALICE and Volara: "The impact has been strong and we see this being fed back to us by the great reviews we've been receiving, most of which compliment our service as above and beyond," comments Cat Lloyd, Director of Sales & Marketing for Viceroy Los Cabos. "The nice thing to see is that when we do have the occasional guest that requires something replacing or adding to their room, their request is executed swiftly and seamlessly!"

At the operational level, through ALICE, Viceroy Los Cabos now has resort-tailored solutions to key areas of opportunity in operational fluidity and communication:

  • A Rooming Update Facility was created to bridge the communication gap and minimize the margin of error when changes are made to a room assignment or departure. Prior to using ALICE, communication between Front Office Staff, Housekeeping, Engineering and F&B was a challenge, and many times information was not being shared effectively, and sometimes not at all. Now, as a result of this facility created specifically for the property's needs, communication is streamlined and all staff members are informed, minimizing hindrances to guest service and operational efficiency.
  • A Site Inspection Facility has been created to inform the team about inspection status in real time. As Viceroy Los Cabos has a large number of daily site inspections, it was difficult to have to sift through emails and find all the detailed information necessary for a successful experience. After implementing this specialized functionality, all staff members have an up-to-the-minute way to view workflow and see what inspections are happening throughout the day, as well as the status.

"Communication is one of the most important tools for any resort and is the reason everything happens so smoothly - however, as simple as this sounds, it's not without its problems!" Cat Lloyd observes that "internal communication between different departments can be time-consuming and things can slip…that email that is sent to a manager who may not be sitting at their desk can go unread before something needs to be actioned. By then, something is missed and you're already behind."

The impact of enhanced communication has been powerful for Viceroy Los Cabos. Previously relying heavily on interdepartmental meetings, the paper trail was also heavy; now, with ALICE in place, Viceroy Los Cabos is happy to eliminate that trail while simultaneously becoming an even more ecologically-sound resort. All departments are informed efficiently and rapidly, speed of service increases, and the paper trail is drastically minimized.

Staff at Viceroy Los Cabos is proud and excited to be using an empowering platform such as ALICE. All departments now enjoy effective means of communication both with guests and with each other. Furthermore, the sales team is now more effective in showcasing their beautiful resort with tools specially designed for their needs. "Viceroy Los Cabos is such a striking and forward thinking resort that it made perfect sense for us to select a ground-breaking platform that is changing the way we communicate internally. It's also flexible, and fully customizable which was key for us."

About ALICE

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 significant traction in the industry, working with more than 2,500 hotels and tens of thousands of hotel staff across many of the world's leading brands, including Marriott International, Hilton Hotels & Resorts, Hyatt Hotels Corporation, Viceroy Hotel Group, Firmdale Hotels, Dream Hotel Group, Fairmont Hotels & Resorts, and The 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, an Inc. Best Workplaces of 2019, and 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.

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Lola Feiger
Digital Marketing
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