With ALICE, success feels like when you know you’ve done a good job, or made someone’s day. It’s knowing that the vintage bottle of Dom Perignon will be in Mr. Barnes’ room on ice five minutes before he returns for the evening. It’s knowing with confidence and certainty that the job has been completed.
This is a guest post from Erik Rocca, Lead Concierge at Thompson Nashville.
Jack Barnes, Corner booth at Balthazar…… 7:47 PM, hates even numbers…Two Negroni’s on the rocks waiting at the table….Must be seated in Antonio’s section, the Head Waiter for over 20 years. Red Roses. Mr. Barnes has a special note for his wife to be delivered by the Maître D at 8:13 PM. Two tickets to the heavyweight fight at Madison Square Garden. Seats must be in Section 201 or in Mr. Monroe’s Box Seats, but only if he offers, of course.
Any concierge can tell you that the job is not always easy, especially in a luxury market. Guests are demanding and particular, and they have every right to be. Being a great concierge and hotel is about delivering outstanding customer service within a non-stop twenty-four-hour cycle.
With a tool like ALICE, success feels like the handshake Mr. Barnes gives the concierge when he returns to the hotel from dinner and the fight. It’s the way it feels when you know you’ve done a good job, or made someone’s day. It’s knowing that the vintage bottle of Dom Perignon will be in Mr. Barnes’ room on ice five minutes before he returns for the evening. It’s knowing with confidence and certainty that the job has been completed.
The ALICE platform enables each department of any hotel to have eyes and information on any guest request. When the concierge generates a guest ticket, it is seen and potentially modified by Food and Beverage, Security, and in some cases Engineering. Any inquiry can be marked “requested”, “in progress”, or completed”. This way every employee has up to the minute information on what is going on or needs to be accomplished throughout each day.
Any inquiry can be marked “requested”, “in progress,” or completed,” giving every employee up to the minute information on what is going on or needs to be accomplished throughout each day.
Every day at a hotel is a tabula rosa. You never know what is going to happen! It’s the joy of the business. ALICE provides a way for the hotel to reach a higher level of communication and empowerment amongst its employees. The platform is a good system because it not only records guest information, but it presents it in a beautiful way. As hotel people, we are all familiar with Opera. I don’t know about you, but when I login to Opera, I just buckle my seatbelt and hope for the best. What I am trying to say from a user standpoint, is that it’s confusing. I am sure some people love it, but as someone who is interested in design and aesthetics, Opera just reminds me of a 1980’s Dad programming in DOS. ALICE is just easier to navigate, and of course it offers a different function than Opera, but it does translate for me to time saved at work. This in turn gives me more time to interact with our guests, which translates to guest satisfaction, which means success! Thank you ALICE!
My primary employment of the platform is as a tool of remembrance. We’re all human, and to recollect all the details of a guest like Mr. Barnes is nearly impossible. What ALICE is capable of is recording guest experience down to every aspect. In the special info section of the guest request field, an employee can record every nuance of an individual’s interests or preferences. Mr. Barnes likes boxing, his wife loves Earl Grey Tea, he prefers Balthazar over Raoul’s.
With the help of ALICE, I will be delivering a Negroni on the rocks to Mr. Barnes upon his check in, one year after his last stay at the hotel. Oh wait, I forgot what Jack’s gin preference is? No problem, let me just login.
Erik Rocca, Lead Concierge at Thompson Nashville, was born and raised in Chicago, Illinois and London, England. He graduated from the University of Notre Dame with degrees in English Literature and Art History. Since working for the gallery, Erik has been represented by Ford Models and Wilhelmina Models with a client list that includes Barney's, Nordstrom, Cadillac, Thom Browne, and Moncler. Forever interested in hospitality and luxury guest services, Erik took a position with the Thompson Nashville in the autumn of 2016. He lives and works in New York City and Nashville, Tennessee.