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.
Ryan noted that the outdated software was cumbersome for staff and failed to integrate efficiently with existing devices.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.
Can't and Won't are four-letter words in the hospitality industry. And those aren't words I can accept."
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.
What does ALICE provide The Peabody Memphis?
ALICE helps every associate in our hotel do their job in a timely manner. Anything that reduces steps and gets an associate in front of the guest, fixing the problem, is a clear win."
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.
When I look at the feedback surveys we get, they've gone up. The better reviews we get, the higher rate we can charge. It's just simple mathematics.
ALICE is one of the most cost-effective pieces of software that we have in the building. We can’t even add up all the money that we’re saving.”
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: