Terranea Resort Experiences Increased Guest Satisfaction with the Help of GoConcierge
Web-based Application Adds Efficiencies to Multiple Departments
RANCHO PALOS VERDES—July 16, 2012—Terranea, L.A.’s Oceanfront Resort, a world-class property located on the Palos Verdes Peninsula in Southern California, is delivering top-level service to its guests with the help of web-based GoConcierge, the lodging industry’s leading guest service operations system.
Terranea, which has seen its guest satisfaction scores increase since opening three years ago, is the ninth Destination Hotels & Resorts property to implement GoConcierge, an application produced by Los Angeles-based GoConcierge.net. The others include the Royal Palms Resort and Spa, Paradise Point, The Gant, Vail Cascade, InterContinental Tampa, Wild Dunes Resort, The Driskill Hotel, and Stowe Mountain Lodge.
“It’s exciting to see a world-class resort like Terranea benefiting from GoConcierge and to know that our technology is helping them achieve the high level of service they strive to provide,” says Adam Isrow, Executive Vice President of GoConcierge.net. “We’re impressed by the utilization of the application by the resort and the many ways the various departments are finding ways to add efficiencies to support their needs and ultimately deliver guests the high level of personalized service the resort is recognized for.”
“Multiple departments including concierge, catering, and all front-line staff are benefiting from the operational efficiencies that the GoConcierge software provides,” says Agnelo Fernandes, Vice President of Sales and Marketing at Terranea Resort. “This helps us deliver our service pledge consistently.”
Of note is Terranea’s Pointe Discovery activity center. “We implemented [GoConcierge] shortly after we opened,” says Marissa Edwards, Director of All Things Fun and head of the Pointe Discovery. “It is incredibly user-friendly and can be used as an activity booking tool, to track packages, to send messages to guests, and in many other ways.”
Up to five concierges use GoConcierge at any one time but resort-wide there can be as many as 20 people using the system simultaneously.
Using GoConcierge’s online Guest Task Calendar, associates in multiple departments can log and track guest and other requests and tasks quickly and easily. 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 for the guest. Point-to-point directions and maps also can be generated quickly and the directions tool is much faster than Google Maps, according to Edwards.
“With 582 guestrooms and suites, the resort has a high volume of guests, which leads to a lot of requests—from arranging a variety of special activities to booking rental cars,” says Fernandes. “With GoConcierge, we are able to keep an editable record of each guest’s request, which allows us to maintain the high level of service our guests are accustomed to. Overall, this helps us improve our brand reputation and gives us more personal face time as we interact with our guests.”
Text Messaging & Transportation
GoConcierge’s text messaging option in the Calendar is another feature that is frequently used to help provide immediate and easy communication between the concierge and guests. Concierges can use the calendar to send instant messages up to 160 characters in length to guests via their cell phones. When a guest responds to the text message, it automatically appears in the Calendar as a flashing message to alert the concierge so they can quickly respond and handle the request.
“The text feature has become incredibly useful, especially for our transportation partners—limousine service as well as taxis,” adds Edwards.
Buttons on the GoConcierge screen link directly to frequently visited sites. A customized location database within GoConcierge allows concierges to quickly identify area restaurants and attractions.
Edwards says she runs reports using GoConcierge for amenities that need to be delivered, transportation reports, activity reports, and package reports for incoming and outgoing packages. Overall GoConcierge helps her concierge team multi-task more easily.
The GoConcierge team has been instrumental in helping associates at the resort utilize GoConcierge as efficiently as possible. “When we have had questions, the response time has been fantastic,” Edwards says. “We feel like they are always at our fingertips. They have helped us use the software to its full potential.”
“Like many of our customers, Terranea has discovered that GoConcierge is much more than an application for the concierge department,” GoConcierge.net’s Isrow says. “It can be a total operation solution to unify communication, remove inefficiencies from operations, improve guest satisfaction, and personalize the guest experience.”
About Terranea, L.A.’s Oceanfront Resort:
Terranea, L.A.’s Oceanfront Resort, is magnificently poised above the Pacific Ocean on the Palos Verdes Peninsula and located 20 miles south of Los Angeles International Airport. Terranea Resort is owned by a joint venture comprised of Lowe Enterprises and JC Resorts and managed by Destination® Hotels & Resorts. The property boasts 582 rooms including a 360-room hotel with 32 suites, 20 bungalows and features 50 oceanfront three-bedroom casitas and 32 ocean view three-bedroom villas. Resort amenities include The Links at Terranea, a nine-hole par three golf course; The Spa at Terranea, a 50,000 square-foot oceanfront spa, fitness center and Café; and three unique swimming pools, one with children’s play area and a 140-foot waterslide. Four ocean view restaurants offer a variety of food and beverage experiences including Catalina Kitchen for casual, all-day dining; mar’sel, the free-standing signature restaurant; the new Asian-inspired bashi; and Nelson’s, a cliff-side restaurant and bar with vantage points for whale watching. Terranea’s conference and meeting facilities include 135,000 square feet of indoor and outdoor meeting and event space. For more information, call (866) 802-8000.
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 over 500 hotels and businesses in more than 40 countries spanning five continents around the world. 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. For more information about GoConcierge.net, go to www.goconcierge.net/home or call (818) 263-8993.
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