InterContinental Wien Adds Efficiencies to Seven Departments with Help of GoConcierge

  • GoConcierge
  • 11.26.08
The InterContinental Wien (Vienna), a modern classic-style hotel located in the heart of Vienna, Austria, has implemented GoConcierge in seven departments of the 453-room property.

Thanks to the Web-based system, hotel associates have more time to spend with guests, guest service operations have become much more efficient, and the hotel’s high level of guest service has been elevated even higher.

“The InterContinental Wien joins 16 other InterContinental hotels that are using GoConcierge,” said Adam Isrow, executive vice president of Los Angeles-based, the maker of GoConcierge. “It is a testament to the system’s ability to quickly add operational efficiencies while raising the level of guest service.” 

Prior to implementing GoConcierge earlier this year, the three-member concierge team used log books to track guest requests. Front office associates also used a paper-based process. According to Clara Prijapratama, front desk manager at the InterContinental Wien, both systems were inefficient because the tasks being tracked were not visible to the entire guest service team in real time. That has all changed with GoConcierge.

With GoConcierge, associates now use an online guest task calendar to log and track guest requests and other tasks. With just a few clicks, these can be entered and located. The calendar is color coded, which makes it easy to highlight open, pending and closed tasks. Because a history of each guest’s request is stored in GoConcierge, it is easy to generate itineraries. These can be printed or e-mailed in a matter of seconds along with a personalized confirmation letter on stationery that includes the hotel’s logo.

A customized location database within GoConcierge enables concierges to quickly identify area restaurants and attractions. Links on the GoConcierge screen take users to Web sites and documents that can be printed or e-mailed to guests immediately.

In addition to the concierge team, associates in the following areas are also using GoConcierge: front office, instant service center, bellmen, banqueting, sales and housekeeping. Because GoConcierge is Web based, hotel personnel can all access the status of tasks such as restaurant reservations. Phone calls are minimized and associates can leave notes within GoConcierge for other employees. Ronald Hoogerbrugge, hotel manager at the InterContinental Wien, says GoConcierge is an excellent tool for optimizing processes and procedures.

“It has improved our communication and coordination between departments—especially for tasks like tracking packages and logging lost and found items,” Hoogerbrugge said.

“It has been a pleasure working with Ronald Hoogerbrugge and his team,” Isrow said. “They are focused on delivering an exceptional guest experience consistently and we are proud that GoConcierge has helped them achieve their goal.”
The InterContinental Wien joins the following 16 InterContinental hotels in implementing GoConcierge: InterContinental New York (The Barclay); InterContinental San Francisco-Mark Hopkins; InterContinental San Francisco; InterContinental Chicago; InterContinental Chicago O’Hare; InterContinental Boston; InterContinental Buckhead (Atlanta); InterContinental Cleveland; InterContinental Cleveland Suites; InterContinental Miami; InterContinental London; InterContinental Paris; InterContinental Praha (Prague); InterContinental San Juan; Ceylan InterContinental Istanbul; and the InterContinental Montelucia Resort & Spa (Scottsdale, Ariz.).

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