CASE STUDY

Unbeatable ROI & Efficiency
Delivered on a Single Platform

at The Peabody Memphis,
Tennessee, United States

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Upholding Hotel Excellence:
The 15-Minute Standard

Forbes 4-star hotel property The Peabody Memphis is all about impeccable service - rolling out the red carpet daily for their guests and their 5 celebrity mallards. But the famous ducks are not the (only) key to The Peabody's unique guest experience. Serving the property's 464 hotel rooms, The Peabody staff of 373 employees strives to uphold the 15-minute standard for resolving guest issues.

When this standard became increasingly difficult to execute, Ryan Lancaster - Director of IT at The Peabody Memphis - decided to re-evaluate their legacy task management software.

Peabody Memphis ALICE Case Study

Ryan noted that the outdated software was cumbersome for staff and failed to integrate efficiently with existing devices. These issues resulted in delayed service. When faced with a technology service that "can't do this" and "won't do that", The Peabody began searching for a replacement solution.

Finding the Right Hotel Tech Partner

As Director of IT, Ryan Lancaster focused on 8 questions when choosing a new hotel operations provider - quickly identifying specific benefits of each option and identifying whether or not they aligned with The Peabody's specific technology needs.

The answer? It was clear that ALICE was the right solution and partner - offering advanced functionality, active iteration rate, low cost, and staff collaboration across all hotel departments. The Peabody Memphis switched to the all-in-one hospitality operations management platform in December of 2020.

 

ALICE Platform Product Dashboard

What does ALICE provide The Peabody Memphis?

  • Full ALICE Suite of products: Guest Messaging, Guest Services, Housekeeping, and Preventative Maintenance that all directly tie into Service Delivery
  • Two-way integration with The Peabody’s Oracle OPERA PMS
  • Responsive customer service team - enthusiastically empowering The Peabody’s team to leverage ALICE in the most efficient way.
Peabody Memphis ALICE Case Study

The Results?
ROI & Efficiency with ALICE

  • Simple onboarding & ease-of-use with ALICE = Increased hotel staff adoption.
  • Instant communication between departments = Ability to deliver on the 15-minute standard.
  • Integrated guest messaging with task management = Faster service & better engagement

Lancaster noticed that associates were using ALICE more than their prior solution. A lot more. The Peabody now issues more than 20,000 tickets per month. Better task management means better guest satisfaction scores and higher revenue.

Peabody Memphis ALICE Case Study

Are You Evaluating Your Hotel's Technology?

Let us help you get started. More than 100,000 hoteliers across 2,500 hotels around the world use ALICE. We have helped thousands of hotel managers navigate the technology landscape. We combined our experience with customer feedback in this guide:

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