Why ALICE?
Remember Alice from the Brady Bunch? She was the wise, warm “go-to” housekeeper who was on top of everything that was going on. You could depend on her in any situation… she always knew what to do. Well, Alice was the inspiration for the new hotel platform, ALICE. Built from scratch with input from hotels that already want to be customers, ALICE provides a 360-degree view of everything that’s happening in your hotel.
Instead of using radios, sticky notes, and slips of paper, every department is connected seamlessly and all information is kept in one place. No more mistakes, no more forgetting to update the next shift or losing a guest request. Everyone on your staff has access to the same information via mobile device or computer. ALICE puts your entire operating system into the palm of your hand.
Guests also use ALICE to discover your services and communicate with your hotel whenever and wherever. With a mobile device or through the web, they can send a request, text you concern, make dinner reservations, book a spa treatment and engage with your property however they choose.
If you’re still using multiple, fragmented technologies for different departments, you’re never really sure what’s happening, what’s getting lost, and if your guests are frustrated. When there’s a communication breakdown, you, the manager, are in the dark and now you have to fix a problem that could have been avoided.
How ALICE Works
ALICE stands for “A Life-Improving Customer Experience.” For guests, it’s a familiar and convenient way to access concierge and front desk services anytime it’s convenient. The information is updated constantly, so it’s always current and available when your guest wants to book a table, get tickets to a game, find tour schedules, or discover what events are happening in your area.
When all information, schedules. and requests are kept in a single operations system, your staff becomes a well-organized team where no time is wasted on mistakes or missed communications. The result is better customer and employee satisfaction.
For the concierge, all data is up-to-date. It’s easy to keep track of flower deliveries, restaurants, car services, and guest requests as well as tours, events, and maps – all in digital format. The system replaces your old “black book” of outdated phone numbers, addresses, and long-gone restaurants and menus. Nothing is lost in a shift change, either. Everyone has the same information and is on the same page.
Each module (Guest, Staff. and Concierge) can be purchased separately, but the real power is in the integration of all three (which ALICE calls ALICE Suite). The ALICE service is based in the cloud, so there’s no additional hardware to buy or software to upgrade. The installation is fast and each service can be customized to create the precise reports you need for your individual hotel or across a group, making it easier to compare and analyze your operation across multiple locations.
Support is available 24/7 from an experienced hotel industry account manager who knows the business and will train your staff when you’re ready to launch. Real-time chat is available in several languages – currently Spanish, German and French.
Hotels currently using the service include Shangri-La’s Hotel Jen, Bespoke Hotels, The Setai, Standard Hotels, and Sixty Hotel Group. Nina del Piccolo, Assistant Front Office Manager at San Francisco’s Hotel Zephyr had this to say about working with ALICE: “We are delighted to partner with ALICE, such an exceptional platform that helps our staff work more closely and efficiently with one another. This new collaboration affords our team the opportunity to connect with guests on a deeper level and take extra care in ensuring they always receive the highest standard of personalized service, which is a top priority.”