NEW YORK, NY —The front desk at The Ludlow Hotel New York is using ALICE’s Front Office software, ALICE Concierge,to improve their management of guest requests across the 10-person team. TheLudlow Hotel, a BD Hotels property and 175-room boutique in New York’s trendyLower East Side neighborhood, has seen a significant drop in guest complaintssince migrating their concierge operations to the ALICE platform in June 2016.
Prior to using ALICE, Ludlow’s front deskmanaged concierge requests via a shared email inbox. This challengedaccountability and required a lot of managerial followup to make sure requestshad been addressed. It also made it difficult to plan for requests with duedates more than a few hours or a day or two away. As The Ludlow’s Front OfficeManager Nickeesa Khalili explains, “There are only so many Outlook Calendarnotifications you can send yourself.” As a result, many guest requests wereaccidentally overlooked or insufficiently executed, negatively impacting theguest experience and resulting in a lot of unnecessary staff frustration.
With ALICE, there’s now a lot less stressat the front desk. Team members have easy visibility to whom a request isassigned to and the status of a request, obviating time-consuming follow-up.ALICE’s concierge software, ALICE Concierge, also hasfeatures purpose-built for the concierge role that an email inbox does not,which saves The Ludlow’s team time and helps them outdo the concierge-likemobile apps increasingly available to guests. ALICE’s “Local Vendor &Contact Database,” for example, serves as a concierge’s digital black book,letting concierges and front desk staff save and call upon any information fora business or contact they or their guests request. The vendor database ishelping The Ludlow’s front desk team field frequent requests for restaurantrecommendations and reservations. Other common Ludlow front desk requests, foritems like car transfers and “special occasion” amenities (celebratory bottlesof wine or flowers), are handled expertly by the ALICE system as well. ALICE’sreport integration with the hotel’s OPERA Property Management System (PMS) alsosets ALICE apart from an email inbox. Front desk staff use this integration toattach guest requests and other staff notes to the guest reservation, whichallows for actionable guest data all in one place.
When selecting ALICE, The Ludlow executiveteam surveyed a handful of different concierge solutions, but chose ALICEbecause of its modern, user-friendly feel and its report integration withOPERA. Although ALICE’s customer support wasn’t a factor in choosing ALICE overits competitors, The Ludlow has been surprised by just how supportive ALICE’scustomer success team has been. The attentive customer support ALICE provideshas been critical in setting up Ms. Khalili’s team for success: “We’ve hadseveral calls with ALICE’s support team and they have always been incrediblyhelpful,” Ms. Khalili noted.
“We’re very happy we can help Ludlow’sfront desk team stay on top of guest requests and contribute to the excellentservice standards the hotel is known for,” says Justin Effron, ALICE co-founderand CEO about his company’s partnership with the much buzzed-about New Yorkproperty.