Prior to implementing ALICE, staff at Bahia Hotel used a variety of different channels to communicate, including: daily briefings, radio, cell phones, email, and messaging applications. This was a challenge for the property, as key information amongst staff and departments would get lost over time. Ultimately, it inspired Managing Director Felipe Rebelo to look for “an integrated platform that covers the needs other platforms alone could not.” By upgrading to ALICE, staff can now communicate across a single channel.
Using an operations platform has also made it much easier to keep track of overall property performance. Different data can now be collected, which has given the property greater insight into performance, and management can now set key performance indicators against a variety of metrics. Additionally, the Managing Director “can measure the way in which the tasks are accomplished in order to make operations more effective.”
Bahia Hotel is renowned for its personalized customer service, and delivering on guest expectations is key to this. With ALICE, staff can now contact guests via the app and SMS prior to their arrival on property. This means that information can be obtained ahead of and during guests’ stays to personalize their experience and lead to a higher level of guest satisfaction. The move to ALICE hasn’t gone unnoticed by staff either, “everyone embraced ALICE and were thrilled about all the features and how their job will be so much easier and simpler now,” says Rebelo.
ALICE is a hotel operations platform that empowers operational excellence and meaningful guest experiences. By bringing all hotel departments together with a single operations platform for internal communication and task management, ALICE helps hotel staff act as a team to provide consistently excellent service. Since the company was founded in 2013, ALICE has gained significant traction in the industry, working with more than 2,000 hotels and tens of thousands of hotel staff across many of the world's leading brands, including Viceroy Hotel Group, Firmdale Hotels, Dream Hotel Group, and Grupo Posadas. The company acquired concierge technology provider GoConcierge in 2017. ALICE is the Forbes Travel Guide Brand Official Staff Technology Platform and the winner of Inc.'s Best Workplaces of 2019, Best Place to Work in Hotel Technology, Best Concierge Software, Best Engineering & Facilities Management, Best Guest App and Top Staff Task Management & Collaboration Platform at the 2019 HotelTechAwards.
For more information, visit https://www.aliceplatform.com.