Bacara Resort & Spa Maximizes Potential of GoConcierge

  • GoConcierge
  • 01.19.10
After the concierge team at the luxurious Bacara Resort & Spa had successfully used GoConcierge for several years, management had an idea: try the Web-based application in other departments as well.

It was not long before the guest service operations system was being used by Bacara’s restaurant managers, reservations department, executive managers, front desk and communications. Today, GoConcierge is used in just about every department of the resort, including housekeeping, engineering and security.

“GoConcierge has become so much more than just a concierge application,” says Adam Isrow, executive vice president of, producer of the software. “I commend the leadership at Bacara Resort & Spa for understanding all of the different ways GoConcierge can add efficiencies to operations.”

“Because GoConcierge is Web based, it allows us to seamlessly communicate from one department to the next,” said Amy Wilby, information technology manager at the 360-room property. “We find it very helpful to have information in one centralized location. A concierge can book golf and restaurant reservations and have an amenity sent to a room at the same time.”

As many as 20 associates at the resort use GoConcierge’s 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 resort’s logo. Point-to-point directions and maps also can be generated easily.

Different screens have been created within GoConcierge for the various departments of the resort. This makes it easier for each department to enter and view tasks. When a guest calls in a housekeeping or engineering-related request or concern, for example, it is handled by a communications operator who logs it into GoConcierge for the appropriate department. An engineering-related task will pop up on that department’s screen. Engineers, housekeepers and others regularly check GoConcierge for tasks they need to handle. Once an issue is resolved, it is closed within GoConcierge.

“Engineering and housekeeping use it as a ticketing system,” Wilby says. “Our security department uses GoConcierge to manage lost and found items. We also use it for wake-up calls, for our DVD library, to track tray pickups for in-room dining, to know whether or not to take a rollaway bed to a room… we use it for just about everything.”

A customized location database within GoConcierge enables the concierge team 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.

“We have added all of our local businesses to GoConcierge,” Wilby said. “We can easily look up individual vendors.”

Reports generated from GoConcierge on a daily basis show what tasks are still pending. Monthly reports help managers identify recurring maintenance issues and requests.

Wilby said additional departments at Bacara Resort & Spa are currently studying how they too can benefit from GoConcierge.

“I get positive feedback from everyone about GoConcierge,” she said. “We love the fact that the GoConcierge team is so friendly and efficient. When we have a request, they respond very quickly.”

“Bacara Resort & Spa is demonstrating how Web-based technology can transform how a resort operates,”’s Isrow said. “The fact that the resort has implemented GoConcierge in so many departments is evidence of its effectiveness. It makes operations more efficient. At the end of the day, guests are more satisfied with the luxury level of service they received and resort associates know no task has gone unfinished.”

Bacara Resort & Spa is an independently owned and operated luxury retreat set on two miles of beach along the pristine Gaviota coastline just a five-minute drive from the Santa Barbara Airport. Bacara is the closest beachside luxury resort near the Santa Ynez, Santa Maria and Santa Rita Hills Wine Regions. The resort features 49 suites and 311 lavish guestrooms, each with either a private balcony or patio with ocean, garden or mountain views. A 42,000-square-foot full-service spa with state-of-the-art fitness facility offers a variety of pampering treatments and services. An assortment of culinary options—from fine dining to casual—are available at the resort’s three signature dining venues. An expansive wine cellar showcases wines from around the world with highlights from the region.

GoConcierge is a Web-based task-tracking and database solution for concierges and other departments including guest services, front desk, shipping and receiving and restaurants. It is used by more than 500 hotels in 30 countries. Customers include properties from major companies including Hilton, Hyatt, Fairmont, Mandarin Oriental, JW Marriott, Omni Hotels, Peninsula, Le Meridien, Ritz-Carlton, Rosewood, Raffles, St. Regis, Westin, W Hotels and Luxury Collection.

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