Richard See III oversees Room Operations at three San Luis Resorts properties in Galveston, Texas. When the pandemic hit, the hotels’ operational teams were forced to do more, with less.
With the help of ALICE, San Luis Resorts was able to manage the work and tasks of two housekeeping departments, at separate hotels, with the staff from only one property.
“Having ALICE at our disposal made task management much easier because we were able to forward the housekeeping requests from the Hilton property to [the San Luis]. As Hilton guests called down from their rooms, we added the tickets in ALICE, which then alerted staff members at The San Luis next door.”
Guests were still getting full service, but from a labor
standpoint, we were really able to maximize.
Even with a lean team, San Luis Resorts was able to leverage ALICE's flexible user permissions to optimize
With modified roles, more employees had visibility into the all of the hotel's active tickets. Housekeeping employees could act as room attendants, lobby attendants, and runners, all in one shift depending on where they were needed at that moment.
San Luis Resorts uses ALICE's reporting and data analytics for accountability and to identify problems on property. ALICE is now the source of truth for the properties: if a request isn't logged in ALICE and is communicated another way, it doesn't always get done.
“Before ALICE, our information was not being captured and processed efficiently," said See III. "Now if we need to locate an issue, we can simply reference ALICE, the data is there."
ALICE allows us to see and solve problems in real-time.