New York, NY – Located in the heart of downtown Las Vegas, the Plaza Hotel & Casino has selected ALICE’s housekeeping and maintenance software, ALICE Staff, to sync together their interdepartmental communication to increase operations efficiencies and employee accountability. ALICE is the hospitality industry’s leading operations technology, connecting every department of the hotel with one platform for all staff communication and guest requests. ALICE recently acquired concierge software provider GoConcierge to augment its technology and customer service offering.
Just steps away from the popular Fremont Street Experience, the Plaza Hotel & Casino has more than 1,000 rooms and suites, an 80,000 sq. ft. casino, multiple restaurants, its own wedding chapel, and a variety of outdoor amenities. Before ALICE, the extensive property was using a multitude of tools to assign work across large departments, including housekeeping, front desk, and engineering. The vast size of teams meant that miscommunication inevitably happened.
“Previously, Housekeeping and Engineering relied on guest issues being communicated through a variety of means, including verbal guest requests, emails, work cell phones, and direct communication from front desk staff,” said Assistant Executive Housekeeper Elaine Zerr. “The real-time status of a request couldn’t be efficiently tracked, and as a result, the guest would be inconvenienced and upset.”
Now with ALICE, the hotel can hold team members accountable on a day-to-day basis. Each department gets easy access to internal work orders and guest requests, sees who is responsible for the specific task, and then gets real-time status updates through to completion. The system is also customized to meet the specific operations requirements of the hotel.
“We now have the ability to have our teams and departments be accountable to the operations of the hotel,” Syrona Jones, Director of Housekeeping, emphasizes. “The team can communicate with each other more efficiently, issues are addressed faster, and the hotel can identify maintenance trends and business insights - all thanks to the ALICE system.”