Fort Lauderdale Grande Hotel and Yacht Club Installs GoConcierge
This weeks article was about the Grande Hotel and Yacht Club in Fort Lauderdale Florida, which just implemented a guest service operations system called GoConceirge. This makes it possible for a hotel with 589 rooms to check in all guests with just four people at the front desk. It comes with an online Guest Task Calendar, which is used to log in, and track guest stays and any personal requests they might have made. Names, information and rooms can be easily located and organized because it is color coded to make the check in process simpler and faster.
With only 20 employees at the hotel having access into the system, personal information is kept private. There are departments in the system, which are used to manage packages, lost and found items as well as valet service. If a package arrives, an employer will check it into GoConciege. When it is delivered, the system will know when it is received and a page will be sent to the hotel manager. GoConcierge ensures the guests staying at the Grande Hotel are provided with the highest level of service. "GoConcierge is the most efficient system in the industry right now to track requests and tasks," says Marcos Borras, director of Rooms at the property.
I think that the addition of the GoConcierge to a hotel of this size is a great investment to make. Although costly, the benefits a company will receive from a program like this will be very rewarding. I think one of the most important aspects this has is its user-friendliness. Because it is so organized by colors and pictures, it is easy to train new employees. It also makes it a very fast and efficient process to check in a guest. I also like how it can store information about guests’ previous stays. With this feature guests can feel appreciated with any personal touches the hotel staff can do to make their guests feel at home. If I were to stay at a hotel with a system such as the GoConcierge I would feel very comfortable that my personal information, like credit card number and social security number, were in the care of most responsible employers in the hotel. This system has many great qualities that I feel in this day and ages are pertinent to the success of a hotel of this size.
http://www.htmagazine.com/ME2/dirmod.asp?sid=&nm=&type=MultiPublishing&mod=PublishingTitles&mid=3E19674330734FF1BBDA3D67B50C82F1&tier=4&id=E3D1A2C6DFAB4E5F9C45F86F483F14B5
Monday, April 28, 2008
Tuesday, April 15, 2008
The Palazzo Las Vegas Named Largest 'Green' Building in the World
The Palazzo Las Vegas Named Largest 'Green' Building in the World
The article I read this week was about the Palazzo Las Vegas, a hotel which recently received the “Energy Innovator’s Award” as being the largest ‘Green’ building in the world. The plan to develop and deploy energy-efficient renewable energy technologies, services and policies was a success according Nevada Governor Jim Gibbons. "From the beginning, we were determined to create Las Vegas' first truly eco-friendly property and we are extremely proud to have achieved it and be recognized for it”. The building is also four times bigger than the second largest ‘Green Hotel’ in the world.
There is an array of environmentally friendly technologies that were implemented by the Palazzo Las Vegas. For example the the artificial turf, drip irrigation and moisture sensors in planted areas help to eliminate over 75% in irrigation needs. Solar energy is used to heat the swimming pool and the temperature controls lower the air conditioning when guests are not in the room and automatically reset to the desired temperature upon return. Similarly the lights do the same thing and are on a sensor to turn off when there is no body movement in the room.
Reflection
I think that the Palazzo Las Vegas is the ideal picture for hotels in the future. Consumers and companies a like are becoming conscious of the need to save energy around the world and is simple technologies like the ones implemented here that are going to change how we live. Personally I would choose to stay in this hotel as opposed to another because I know how much better it is treating the environment.
My favorite aspect about this hotel is how it was constructed and how it is made from recycled materials. According to the article “the building's structural steel averaged 95% recycled content, while the concrete averaged a 26% recycled content rate”. It makes me wonder why all buildings are not built out of recycled material. Staying in this hotel would not only be environmentally efficient but with all these new technologies I feel that it is also a new and interesting place to spend the night. In my opinion the developers have thought of a lot of great technologies to put into this hotel and they will continue to add more energy saving equipment as they are invented. This hotel is the hotel of the future and I am looking forward to staying in similar places.
Hospitaltiy Technology, Received April 15, 2008: The Palazzo Las Vegas Named Largest 'Green' Building in the World
.April 11, 2008 http://www.htmagazine.com/ME2/dirmod.asp?sid=&nm=&type=MultiPublishing&mod=PublishingTitles&mid=3E19674330734FF1BBDA3D67B50C82F1&tier=4&id=053F2B3A0E9344909DFDFF04C1C417BF
The article I read this week was about the Palazzo Las Vegas, a hotel which recently received the “Energy Innovator’s Award” as being the largest ‘Green’ building in the world. The plan to develop and deploy energy-efficient renewable energy technologies, services and policies was a success according Nevada Governor Jim Gibbons. "From the beginning, we were determined to create Las Vegas' first truly eco-friendly property and we are extremely proud to have achieved it and be recognized for it”. The building is also four times bigger than the second largest ‘Green Hotel’ in the world.
There is an array of environmentally friendly technologies that were implemented by the Palazzo Las Vegas. For example the the artificial turf, drip irrigation and moisture sensors in planted areas help to eliminate over 75% in irrigation needs. Solar energy is used to heat the swimming pool and the temperature controls lower the air conditioning when guests are not in the room and automatically reset to the desired temperature upon return. Similarly the lights do the same thing and are on a sensor to turn off when there is no body movement in the room.
Reflection
I think that the Palazzo Las Vegas is the ideal picture for hotels in the future. Consumers and companies a like are becoming conscious of the need to save energy around the world and is simple technologies like the ones implemented here that are going to change how we live. Personally I would choose to stay in this hotel as opposed to another because I know how much better it is treating the environment.
My favorite aspect about this hotel is how it was constructed and how it is made from recycled materials. According to the article “the building's structural steel averaged 95% recycled content, while the concrete averaged a 26% recycled content rate”. It makes me wonder why all buildings are not built out of recycled material. Staying in this hotel would not only be environmentally efficient but with all these new technologies I feel that it is also a new and interesting place to spend the night. In my opinion the developers have thought of a lot of great technologies to put into this hotel and they will continue to add more energy saving equipment as they are invented. This hotel is the hotel of the future and I am looking forward to staying in similar places.
Hospitaltiy Technology, Received April 15, 2008: The Palazzo Las Vegas Named Largest 'Green' Building in the World
.April 11, 2008 http://www.htmagazine.com/ME2/dirmod.asp?sid=&nm=&type=MultiPublishing&mod=PublishingTitles&mid=3E19674330734FF1BBDA3D67B50C82F1&tier=4&id=053F2B3A0E9344909DFDFF04C1C417BF
Wednesday, March 26, 2008
Keeping Kitchens Humming
Keeping Kitchens Humming
Lisa Terry
The article I read for this weeks’ blog was called Keeping Kitchens Humming and was about a restaurants increase in sales because of the addition of Virtual Kitchen Systems’ Kitchen Operation System. Bone Daddy’s House of smoke is known to many restaurants as the restaurant that is able to make $10,000 in lunch sales over a time period of just 4 hours. This is made possible to the great things the newly implemented system has to offer. Getting rid of communication problems with the implementation of three display screens visible to cashiers, cooks and baggers helps keep the business ‘flowing’ especially during the busiest hours. The usage of pictures on screen is an element of the program which helps eliminates confusion of orders. Pictures also help because not everyone speaks English. Kitchen and wait staff is notified immediately if an item has run out so there is no confusion. This means less orders are made ‘on the fly’ so all guests are satisfied. The system calculates how long each item takes to prepare so the longest items can be started before the others.
The goal of this restaurant is to get the complete order out fast, and having a good kitchen management system to guide the preparation and cooking processes will help to make the aim a reality. According to the owner, "Satisfaction improved by at least 15 percent and sales increased by at least 10 percent to 15 percent" with the Virtual Kitchen Systems’ Kitchen Operation System. The array of technologies this program has to offer is a great way for a restaurant to increase its sales and improve customer service. The article says that this system is easy to use and not a lot of training has to be done to become comfortable using it. I feel having a kitchen operations system like this one is essential to the success in the restaurant business and the new technologies offered are intriguing. Although I have never eaten at Bone Daddy’s House of Smoke, the services they provide according to the article seems like a great place to eat.
Terry, Lisa: March 10, 2008; Keeping Kitchens Humming, Retrieved March 25, 2008 http://www.htmagazine.com/ME2/dirmod.asp?sid=&nm=&type=MultiPublishing&mod=PublishingTitles&mid=3E19674330734FF1BBDA3D67B50C82F1&tier=4&id=321C62497A1848C8BC24CF5E65CD4BC6
Lisa Terry
The article I read for this weeks’ blog was called Keeping Kitchens Humming and was about a restaurants increase in sales because of the addition of Virtual Kitchen Systems’ Kitchen Operation System. Bone Daddy’s House of smoke is known to many restaurants as the restaurant that is able to make $10,000 in lunch sales over a time period of just 4 hours. This is made possible to the great things the newly implemented system has to offer. Getting rid of communication problems with the implementation of three display screens visible to cashiers, cooks and baggers helps keep the business ‘flowing’ especially during the busiest hours. The usage of pictures on screen is an element of the program which helps eliminates confusion of orders. Pictures also help because not everyone speaks English. Kitchen and wait staff is notified immediately if an item has run out so there is no confusion. This means less orders are made ‘on the fly’ so all guests are satisfied. The system calculates how long each item takes to prepare so the longest items can be started before the others.
The goal of this restaurant is to get the complete order out fast, and having a good kitchen management system to guide the preparation and cooking processes will help to make the aim a reality. According to the owner, "Satisfaction improved by at least 15 percent and sales increased by at least 10 percent to 15 percent" with the Virtual Kitchen Systems’ Kitchen Operation System. The array of technologies this program has to offer is a great way for a restaurant to increase its sales and improve customer service. The article says that this system is easy to use and not a lot of training has to be done to become comfortable using it. I feel having a kitchen operations system like this one is essential to the success in the restaurant business and the new technologies offered are intriguing. Although I have never eaten at Bone Daddy’s House of Smoke, the services they provide according to the article seems like a great place to eat.
Terry, Lisa: March 10, 2008; Keeping Kitchens Humming, Retrieved March 25, 2008 http://www.htmagazine.com/ME2/dirmod.asp?sid=&nm=&type=MultiPublishing&mod=PublishingTitles&mid=3E19674330734FF1BBDA3D67B50C82F1&tier=4&id=321C62497A1848C8BC24CF5E65CD4BC6
Tuesday, March 11, 2008
Guest Service Innovation through RFID
Guest Service Innovation through RFID
This article explains how RFID technology is the future for the hospitality industry. It gives numerous examples of how this innovation is and will become more apart of our lives, especially when we stay in a hotel. Invented during World War II to manage supplies and now used by Wal-Marts for inventory purposes, this tool makes life simpler and saves time and labor in many ways. Specifically, the article gives the example of how a guest staying at a hotel can use the convenience of RFID technology during his or her stay. Being able to check into a hotel and walk seamlessly into a room without having to talk to anyone is now possible. It will also improve sales because ordering movies, room service and any other RFID enabled device in the room is easier. Its convenience makes spending money more likely, which therefore increases revenue. Guests will be able to book an event such as access to a park, show or concert in their rooms via the Internet, phone or concierge. The last paragraph of the article states how this technology is going to expand and thrive over the next generation and whichever companies ‘jump on the band wagon’ now, will hold an advantage over those who don’t (Hanns-Christian, 2007).
I feel there are many advantages to this RFID technology. In my last blog, I talked about the importance of treating the guests with a personal touch and the RFID can do just that. It holds information from previous stays so the hotel knows exactly what the guest ate and drank, what shows they went to, movies they watched and everything else that they purchased during their previous stays. This is extremely important to achieve and exceed guest satisfaction during their visit. The time a person will save using this tool is in my opinion the best benefit to using RFID. Everyone’s least favorite part of a trip is all the waiting they have to do, especially in locations with a lot of tourists. Allowing guest to be able to walk right into a hotel room would be very advantageous. Although there are many benefits to RFID, I feel this technology does has its downfalls. Time and labor is saved but the one on one interaction between a guest and a staff member when this is used is lost. Hotels need to explore new ways to prove to their guests that their stay is important to them. The same situation is occurring as more self serve kiosks are being placed in fast food restaurants and grocery stores.
I am however looking forward to using this technology as it becomes more prominent in hotels and maybe one-day in restaurants.
Hanns-Christian L. Hanebeck (2007, October) Guest Service
Innovation through RFID. Hospitality Upgrade. http://www.hospitalityupgrade.com/_magazine/magazine_Detail.asp?ID=260
This article explains how RFID technology is the future for the hospitality industry. It gives numerous examples of how this innovation is and will become more apart of our lives, especially when we stay in a hotel. Invented during World War II to manage supplies and now used by Wal-Marts for inventory purposes, this tool makes life simpler and saves time and labor in many ways. Specifically, the article gives the example of how a guest staying at a hotel can use the convenience of RFID technology during his or her stay. Being able to check into a hotel and walk seamlessly into a room without having to talk to anyone is now possible. It will also improve sales because ordering movies, room service and any other RFID enabled device in the room is easier. Its convenience makes spending money more likely, which therefore increases revenue. Guests will be able to book an event such as access to a park, show or concert in their rooms via the Internet, phone or concierge. The last paragraph of the article states how this technology is going to expand and thrive over the next generation and whichever companies ‘jump on the band wagon’ now, will hold an advantage over those who don’t (Hanns-Christian, 2007).
I feel there are many advantages to this RFID technology. In my last blog, I talked about the importance of treating the guests with a personal touch and the RFID can do just that. It holds information from previous stays so the hotel knows exactly what the guest ate and drank, what shows they went to, movies they watched and everything else that they purchased during their previous stays. This is extremely important to achieve and exceed guest satisfaction during their visit. The time a person will save using this tool is in my opinion the best benefit to using RFID. Everyone’s least favorite part of a trip is all the waiting they have to do, especially in locations with a lot of tourists. Allowing guest to be able to walk right into a hotel room would be very advantageous. Although there are many benefits to RFID, I feel this technology does has its downfalls. Time and labor is saved but the one on one interaction between a guest and a staff member when this is used is lost. Hotels need to explore new ways to prove to their guests that their stay is important to them. The same situation is occurring as more self serve kiosks are being placed in fast food restaurants and grocery stores.
I am however looking forward to using this technology as it becomes more prominent in hotels and maybe one-day in restaurants.
Hanns-Christian L. Hanebeck (2007, October) Guest Service
Innovation through RFID. Hospitality Upgrade. http://www.hospitalityupgrade.com/_magazine/magazine_Detail.asp?ID=260
Saturday, March 1, 2008
Getting Personal
Getting Personal
Inside the Hilton strategy for delivering guest experiences that are tailor made
Summary
The large size of the Hilton hotel company does not stop them from attracting guests on a more personal level. Quite contrary, Hiltons around the globe are taking extra measures to ensure its costumers feel comfortable and special when staying at one of the 2,800 hotels. By focusing on the desires of each individual guest, Hilton is increasing sales and at the same time improving guest satisfaction.
Much of the success Hilton Hotels have obtained can be accredited to a program called “OnQ”. Known as the hotels ‘central nervous system’, OnQ is responsible for reservations and sales, guest services, operations, and most importantly prompts Hilton staff members to every detail about a guest. Hilton tries to make the guests feel as at home as possible and with the help of this program it is achieved. For example, guests can take a virtual tour of the rooms and pick the room they want to stay in online. If they have stayed there before, their room will be filled with their preference of amenities from their last stay at any Hilton. The goal of the program is to ensure the guest is satisfied as soon as they enter their room, so no phone calls need to be made to concierge asking change or add anything for their experience to be what was expected and more.
Reflection
In my opinion, service is the main aspect a hotel company has to focus on if it wants to keep its guests coming back. With the power of OnQ, Hilton companies are making it so every single one of their hotels will be able to connect with each other and in a sense get to know you personally. When a person gets to their room they don’t want to have to make adjustments to feel comfortable. If someone is allergic to feathers, and the pillows are down, the hotel should have already changed them. According to this article, it’s the little things that make a difference. Making a guest feel like they are VIP is extremely important.
OnQ focuses on longtime guests as well as those who have never stayed in a Hilton Hotel. It allows the hotel to communicate with guests while they are in their rooms to further personalize their stay. By recommending restaurants, attractions and other local entertainment the guests feel helped without any face-to-face interaction. I feel that every hotel should have a program like OnQ to improve its sales and reputation. Costumer service is one of the largest parts in the hospitality business and Hilton Hotels has got that part covered. By serving the guests like they have known them for years and have their best interest at heart, a hotel company is sure to thrive.
Source
Lorden, Abigail (May 3, 2007). Hospitality Technology: Retrieved on March 1,
2008,http://www.htmagazine.com/ME2/dirmod.asp?sid=&nm=&type=news&mod=News&mid=9A02E3B96F2A415ABC72CB5F516B4C10&tier=3&nid=A89093C1A98F4F6A900ED6F5B5A92FA5
Inside the Hilton strategy for delivering guest experiences that are tailor made
Summary
The large size of the Hilton hotel company does not stop them from attracting guests on a more personal level. Quite contrary, Hiltons around the globe are taking extra measures to ensure its costumers feel comfortable and special when staying at one of the 2,800 hotels. By focusing on the desires of each individual guest, Hilton is increasing sales and at the same time improving guest satisfaction.
Much of the success Hilton Hotels have obtained can be accredited to a program called “OnQ”. Known as the hotels ‘central nervous system’, OnQ is responsible for reservations and sales, guest services, operations, and most importantly prompts Hilton staff members to every detail about a guest. Hilton tries to make the guests feel as at home as possible and with the help of this program it is achieved. For example, guests can take a virtual tour of the rooms and pick the room they want to stay in online. If they have stayed there before, their room will be filled with their preference of amenities from their last stay at any Hilton. The goal of the program is to ensure the guest is satisfied as soon as they enter their room, so no phone calls need to be made to concierge asking change or add anything for their experience to be what was expected and more.
Reflection
In my opinion, service is the main aspect a hotel company has to focus on if it wants to keep its guests coming back. With the power of OnQ, Hilton companies are making it so every single one of their hotels will be able to connect with each other and in a sense get to know you personally. When a person gets to their room they don’t want to have to make adjustments to feel comfortable. If someone is allergic to feathers, and the pillows are down, the hotel should have already changed them. According to this article, it’s the little things that make a difference. Making a guest feel like they are VIP is extremely important.
OnQ focuses on longtime guests as well as those who have never stayed in a Hilton Hotel. It allows the hotel to communicate with guests while they are in their rooms to further personalize their stay. By recommending restaurants, attractions and other local entertainment the guests feel helped without any face-to-face interaction. I feel that every hotel should have a program like OnQ to improve its sales and reputation. Costumer service is one of the largest parts in the hospitality business and Hilton Hotels has got that part covered. By serving the guests like they have known them for years and have their best interest at heart, a hotel company is sure to thrive.
Source
Lorden, Abigail (May 3, 2007). Hospitality Technology: Retrieved on March 1,
2008,http://www.htmagazine.com/ME2/dirmod.asp?sid=&nm=&type=news&mod=News&mid=9A02E3B96F2A415ABC72CB5F516B4C10&tier=3&nid=A89093C1A98F4F6A900ED6F5B5A92FA5
Getting Personal
Getting Personal
Inside the Hilton strategy for delivering guest experiences that are tailor made
Summary
The large size of the Hilton hotel company does not stop them from attracting guests on a more personal level. Quite contrary, Hiltons around the globe are taking extra measures to ensure its costumers feel comfortable and special when staying at one of the 2,800 hotels. By focusing on the desires of each individual guest, Hilton is increasing sales and at the same time improving guest satisfaction.
Much of the success Hilton Hotels have obtained can be accredited to a program called “OnQ”. Known as the hotels ‘central nervous system’, OnQ is responsible for reservations and sales, guest services, operations, and most importantly prompts Hilton staff members to every detail about a guest. Hilton tries to make the guests feel as at home as possible and with the help of this program it is achieved. For example, guests can take a virtual tour of the rooms and pick the room they want to stay in online. If they have stayed there before, their room will be filled with their preference of amenities from their last stay at any Hilton. The goal of the program is to ensure the guest is satisfied as soon as they enter their room, so no phone calls need to be made to concierge asking change or add anything for their experience to be what was expected and more.
Reflection
In my opinion, service is the main aspect a hotel company has to focus on if it wants to keep its guests coming back. With the power of OnQ, Hilton companies are making it so every single one of their hotels will be able to connect with each other and in a sense get to know you personally. When a person gets to their room they don’t want to have to make adjustments to feel comfortable. If someone is allergic to feathers, and the pillows are down, the hotel should have already changed them. According to this article, it’s the little things that make a difference. Making a guest feel like they are VIP is extremely important.
OnQ focuses on longtime guests as well as those who have never stayed in a Hilton Hotel. It allows the hotel to communicate with guests while they are in their rooms to further personalize their stay. By recommending restaurants, attractions and other local entertainment the guests feel helped without any face-to-face interaction. I feel that every hotel should have a program like OnQ to improve its sales and reputation. Costumer service is one of the largest parts in the hospitality business and Hilton Hotels has got that part covered. By serving the guests like they have known them for years and have their best interest at heart, a hotel company is sure to thrive.
Inside the Hilton strategy for delivering guest experiences that are tailor made
Summary
The large size of the Hilton hotel company does not stop them from attracting guests on a more personal level. Quite contrary, Hiltons around the globe are taking extra measures to ensure its costumers feel comfortable and special when staying at one of the 2,800 hotels. By focusing on the desires of each individual guest, Hilton is increasing sales and at the same time improving guest satisfaction.
Much of the success Hilton Hotels have obtained can be accredited to a program called “OnQ”. Known as the hotels ‘central nervous system’, OnQ is responsible for reservations and sales, guest services, operations, and most importantly prompts Hilton staff members to every detail about a guest. Hilton tries to make the guests feel as at home as possible and with the help of this program it is achieved. For example, guests can take a virtual tour of the rooms and pick the room they want to stay in online. If they have stayed there before, their room will be filled with their preference of amenities from their last stay at any Hilton. The goal of the program is to ensure the guest is satisfied as soon as they enter their room, so no phone calls need to be made to concierge asking change or add anything for their experience to be what was expected and more.
Reflection
In my opinion, service is the main aspect a hotel company has to focus on if it wants to keep its guests coming back. With the power of OnQ, Hilton companies are making it so every single one of their hotels will be able to connect with each other and in a sense get to know you personally. When a person gets to their room they don’t want to have to make adjustments to feel comfortable. If someone is allergic to feathers, and the pillows are down, the hotel should have already changed them. According to this article, it’s the little things that make a difference. Making a guest feel like they are VIP is extremely important.
OnQ focuses on longtime guests as well as those who have never stayed in a Hilton Hotel. It allows the hotel to communicate with guests while they are in their rooms to further personalize their stay. By recommending restaurants, attractions and other local entertainment the guests feel helped without any face-to-face interaction. I feel that every hotel should have a program like OnQ to improve its sales and reputation. Costumer service is one of the largest parts in the hospitality business and Hilton Hotels has got that part covered. By serving the guests like they have known them for years and have their best interest at heart, a hotel company is sure to thrive.
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