ALICE helps Chablé Resort & Spa to record and track internal guest requests

Amy Horsfield By Amy Horsfield
13 March 2019 | Updated 13 March 2019

Mexico: ALICE provides Chablé Resort & Spa with an operations system to record and track internal guest requests for effective and efficient communication.

The Chablé Resortin the Chocholá Municipality of Yucatan, Mexico, has selected ALICE's full suite of staff communication and task management tools, as well as white-labelled app for their guests, to improve staff communication, enhance operations, and better engage guests across its 40 villas located in the Mayan jungle. ALICE is the hospitality industry's leading operations technology, connecting every department of the hotel with one platform for all staff communication and guest requests. In 2017, ALICE acquired concierge software provider GoConcierge to augment its technology and customer service offering.

At the time of implementing ALICE, Chablé Resort had developed standard operating procedures (SOPs), but had yet to fully distribute and communicate them to all departments. By implementing ALICE, SOPs are now stored as Logbook items, which makes them easily accessible to all staff members. When changes to SOPs are made, additions are uploaded as new Logbook items and immediately available to every department. This was a new feature in ALICE designed specifically for the resort.

Another aspect that had impacted operations prior to ALICE was communication amongst management and staff. Previously, personal mobile phones were used by management to communicate requests or report anything that needed to be addressed. This meant that the only way for management to see if a task had been completed required scrolling through a chat history, and the other being that on days off, management would receive messages that were often unrelated to their team.

By upgrading to ALICE, managers will no longer receive messages on their personal mobile phones and will only receive requests that exclusively pertain to their areas. The issue of identifying if a task has been completed has also been addressed, as ALICE workflows enable the manager to see when something has been completed through the ticket history.

Moving over to ALICE has also meant that radio is no longer the main channel of communication.

Eva Lopez, rooms division manager at Chablé Resort & Spa, said: "There's a big difference. Right now, we can record every internal and guest request and now we know how long each request will take."

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