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ALICE Concierge Delivers a Customized Solution at NYC’s Dream Downtown, Quickly Helping the Concierge Team Take Guest Satisfaction to New Heights

August 28, 2016

In just a few months, guest services at Manhattan's Dream Downtown is better able to track guest requests, respond to them quickly using a single online platform, and spend their time where it is most valuable

New York, NY -- In just a few months since adopting the new ALICE Concierge tool, guest services at Manhattan's 314-room Dream Downtown is better able to track guest requests, respond to them quickly using a single online platform, and spend their time where it is most valuable: taking care of guests' needs directly and personally. Since implementation in January, Dream Downtown has seen an average monthly increase of 43% in concierge requests, and a 36% increase in after-hours requests, all handled efficiently under the new system.

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ALICE Concierge leverages the power of technology to help hotel teams respond to guest requests more efficiently, generate ROI from ancillary services, build more positive guest reviews and achieve cost savings simultaneously.

"In an initial three-month pilot, the ALICE product team worked side-by-side with our Concierge team at Dream Downtown to truly understand the day-to-day work flow of guest services and their most frequent pain points," said Eric Freitas, director of guest of services at Dream Downtown. He concluded, "The result was a task tracking tool that our team organized and on the same page. Using ALICE Concierge, we can access information quickly, staying focused on guest expectations – which produces not only a better work environment for our team, but most importantly, higher guest satisfaction among our guests."

"We're delighted to recognize the immediate and meaningful results of our partnership with Dream Downtown," said Alex Shashou, ALICE's Co-Founder and President.

"In NYC's uniquely competitive marketplace, concierge teams are charged not only with meeting a diversity of guest requests quickly, but also managing an intense workflow and level of activity in the 'City that Never Sleeps.' The guest services team at Dream Downtown not only partnered with ALICE to customize a solution for their own needs, but also helped us better understand how the product can be employed to produce better outcomes, for concierges as well as guests, in the most demanding market there is. We are deeply appreciative of the partnership with Dream Downtown and look forward to continuing to deliver outstanding results."

ALICE offers a multi-tiered suite of solutions for hotels:

  • ALICE SUITE – An end-to-end system that allows hotels to run on one platform, connecting guests with the hotel, and all service departments within the hotel to one another – fully incorporating all of the individual ALICE solutions listed below.
  • ALICE STAFF – A complete, easy-to-use request management software that connects front-desk, housekeeping, maintenance and F&B teams in real-time, providing quick and simple ticket management; monitoring for completion time; and real-time mobile app for service staff on the move.
  • ALICE CONCIERGE A tool to keep the concierge team organized and to connect the concierge and the guest instantly and seamlessly, providing guests with instant responses to requests – and saving the concierge time and effort in meeting those requests.
  • ALICE GUEST Innovative guest facing Mobile, Web and SMS tools, integrated to allow a full range of guest communication and functionality, pre-arrival and on property - including ordering services, real-time chat, and upselling.

ALICE solutions are in place in hundreds of distinctive hotels across the U.S., and have been recognized for innovation in enabling multiple hotel departments to respond to guests' requests quickly and easily.

ALICE is available as a stand-alone solution and is also fully integratable with PMS, POS and all other third party management systems.

For more information, visit info.aliceapp.com.

ALICE is improving the guest experience