ALICE Acquires GoConcierge, Enhancing Its Guest Experience Management Capabilities

Only a week after it was announced that ALICE had received $26 million in Series B funding from Expedia, the solution provider announced today that it has acquired GoConcierge, a concierge software platform that is currently deployed in several thousand upscale hotels upscale hotels clients in 65 countries around the world.

GoConcierge’s task-tracking and database tracking solution is typically used not only by concierges but also by other departments in hotel properties, including the guest services, front desk, shipping and receiving, housekeeping and security departments. Whether it be a restaurant reservation, a lost and found item logged by housekeeping, amenity, or incoming package, the task tracking solution automates many common hotel processes related to guest experience management.

Using the Guest Task Calendar, hotel staff can log and track guest requests and tasks in a centralized and automated manner. If a guest has a question about an area restaurant or attraction, they are likely to find the answer in GoConcierge’s database, which is powered, in part, by Google Places.

A daily transportation report helps the doorman know what forms of transportation will be needed. A packaging report provides details on incoming and outgoing packages. And so on.

GoConcierge’s text messaging option is another frequently-used feature. When the recipient responds to the text message, it automatically appears in the Calendar as a flashing message to alert the concierge so the request can be handled quickly. A message center tracks all correspondence with guests.

GoConcierge was founded in 2000 and is headquartered in Burbank, California. ALICE plans to integrate GoConcierge’s platform capabilities. It also plans to integrate new tools focused on guest response SMS automation and task management, further enhancing its ability to help its hotel customers improve operational efficiency and enhance the overall quality of the guest experience.

Disclosure: The solution provider featured in this article is a current or past client of Starfleet Media, which is the publisher of Hotel Technology News.

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