The Ace Hotel Portland Goes Leading Edge with Guestware, Personalizing the Guest Experience

  • Guestware®
  • 04.03.18
In 1912 the sophisticated Clyde Hotel was at the center of Portland, Ore. Today the edgy, renovated Ace Hotel Portland occupies the Clyde’s historic building, carries its signage, and continues to be at the center of hip cultural experiences in downtown Portland.

“We are the ‘Portland home’ for touring musicians, artists, and tech professionals; and anyone who wants a friendly living room guest experience instead of a hotel,” said Shannon Austin, the Ace Portland’s assistant general manager. “We make everyone feel at home here. This is important for guests and visitors because we love our town.” Ace Hotel Portland is a block from Powell's Books, the Pearl District, and an easy stroll to just about everywhere in town. 
 
The Ace Hotel Portland is run by General Manager Donald Kenney. Kenney has a history of utilizing tech to run a successful property. He also knows how to provide a professionally-handled personal guest experience. His assistant GM does too. “This is a 24-hour hotel with 24-hour guests. They make requests and things happen at all hours, so it is important everyone on our team is in touch with what is going on,” said Austin. “We use a system called Guestware to pass along property information to staff. Maybe a guest’s package is in the storeroom or a bike is waiting in the lobby, maybe there was an issue in the parking lot. Guestware is our digital diary for everything that happens.”
 
“Donald Kenney is the most tech savvy general manager I’ve known in my 25 years in the industry,” said Mike Benjamin, Guestware vice president. “He’s also prudent and practical. Donald learned from years of experience that being on the bleeding edge doesn’t always deliver a ROI or guest satisfaction. He knows how to use his systems to benefit guests and property operations.” Benjamin noted the Guestware system interfaces with the Ace Hotel’s HMS property management system that records guest stay information. “Guestware records and consolidates each guest’s experiences and communicates them to appropriate staff. Recognizing guests and anticipating their needs is the foundation of a great hotel experience.” 
 
Since its 2007 opening The Ace Hotel has become a hub of the Portland community. “Musicians often drop by to play. We offer a relaxed, comfortable space where locals know they can come in to chill with us,” says Austin. “We even have a cool mystique in Japan. Lots of Japanese visitors stay with us thanks to several magazine articles that spotlighted Portland. It is a pleasure personally introducing Pacific Rim tourists to our hotel and to this great city.”



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