How Luxury Hospitality Brand AKA Standardizes Operations Across 10 of Their Properties
Luxury hospitality brand AKA has partnered with ALICE to standardize operations across ten of its properties. ALICE is the hospitality industry's leading operations technology, connecting every staff department through one platform for all communication and guest requests. Over two thousand hotels and luxury residences around the world have chosen ALICE to streamline operations and communication with a single platform.
The partnership began with a rollout at AKA West Hollywood, and from there continues to expand, eventually to be implemented in ten AKA properties. Jessica Maidat, AKA Portfolio Operations Director explains, "After a demo with the ALICE team, we easily saw how ALICE was the solution to enhancing our operations, communication, accountability and overall productivity. This system has assisted us in our continued dedication to operate smoothly and efficiently, while elevating our residents' experience."
Before ALICE, AKA Resident Services team members used a variety of systems to facilitate interdepartmental communication. Although resident requests were always handled as promptly as possible, the team felt a streamlined system would be more beneficial, with all communication in one place preventing delays or miscommunication. Indeed, ALICE allows team members taking requests to send them directly to the team members handling them, ensuring all tasks are completed quickly and efficiently. Additionally, all team members can now view the workflow of each and every task – everyone is always on the same page in real time.
The AKA team members are thrilled to have a toolset that allows them to meet resident expectations without a hitch. With ALICE, accountability has increased; team members can create reminders and alerts for requests, check task status, and respond to resident requests or concerns with lightning speed through SMS. Furthermore, the volume of resident requests can now be tracked effectively; staffing levels have been aligned to these metrics, making better use of operational budgets and ensuring complete coverage at the most needed moments.
AKA management recognizes a deep impact not only on staff communication, but also on resident engagement and satisfaction. With today's technological norms, guests appreciate the ability to have quick and simple interactions via text as opposed to phone calls or emails. While travelers still enjoy the face-to-face nature of the hospitality industry, mastering these technological conveniences is key in offering the most elevated and complete resident and guest experience.
With eight AKA properties already successfully launched on ALICE, two more properties will follow in the coming months. Of the support team, Jessica notes, "The ALICE team is equally supportive from the discovery phase, through implementation, to post launch. They ensure each property's operation is running smoothly after launch, assessing each property's database to ensure the system is being well used."
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.