Let us find your solution Best 10 Concierge Software 2021 | Find Reviews, Pricing, Buying Guide
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Marriott
Denihan Hospitality Group
Fairmont
starwood
The Standard
Ace Hotel
Kimpton
Accor Hotels
Ace Hotel
Ace Hotel

Why do hotels need concierge software? Travelers want to taste, see and be at popular, rare, pricey, unobtainable, and sold out experiences - and they want it now. The best way to make this happen is through a hotel concierge. That’s why a hotel needs concierge software - to empower the hotel to meet guest expectations, at scale. Concierge software enables concierge and front desk teams to act like a team, managing all guest requests and guest communication with one system. Concierges are able to quickly create tasks for each request, build hotel-branded assets to deliver to the guest, and co... Read the full CONCIERGE SOFTWARE software overview

10 Best Concierge Software

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2021 Best Hotel Software
Hoteliers voted ALICE as the #1 Concierge Software provider in the 2021 HotelTechAwards
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ALICE Guest Services

HotelTech Logo score
HT SCORE
100 out of 100
Hotel Tech Score is a composite ranking comprising of key signals such as: user satisfaction, review quantity, review recency, and vendor submitted information to help buyers better understand their products.
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Equip your front desk agents and concierge to not only meet, but exceed guest expectations at scale. Track and respond to requests and complaints in seconds to achieve the ultimat...

Geography: Regional
Geography: Global Verified Customer Support: Yes No
Winner Badge
2021 Best Hotel Software
Hoteliers voted ALICE as the #1 Concierge Software provider in the 2021 HotelTechAwards
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Finalist Badge
2021 Finalist HotelTechAwards
Hoteliers voted Eleanor Enterprises as the #3 Concierge Software provider in the 2021 HotelTechAwards
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Eleanor

HotelTech Logo score
HT SCORE
82 out of 100
Hotel Tech Score is a composite ranking comprising of key signals such as: user satisfaction, review quantity, review recency, and vendor submitted information to help buyers better understand their products.
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Manage and enhance your relationship with your guests with our unified resort wide guest experience management platform, while unlocking operational efficiencies and boosting incr...

Geography: Regional
Geography: Global Verified Customer Support: Yes No
Finalist Badge
2021 Finalist HotelTechAwards
Hoteliers voted Eleanor Enterprises as the #3 Concierge Software provider in the 2021 HotelTechAwards
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2021 Finalist HotelTechAwards
Hoteliers voted alliants as the #3 Concierge Software provider in the 2021 HotelTechAwards
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Alliants Concierge

HotelTech Logo score
HT SCORE
80 out of 100
Hotel Tech Score is a composite ranking comprising of key signals such as: user satisfaction, review quantity, review recency, and vendor submitted information to help buyers better understand their products.
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Delight your guests - Create unique experiences - Empower your staff. Alliants Experience Platform can unify guest communications and requests, concierge, and trip planning to del...

Geography: Regional
Geography: Global Verified Customer Support: Yes No
Finalist Badge
2021 Finalist HotelTechAwards
Hoteliers voted alliants as the #3 Concierge Software provider in the 2021 HotelTechAwards
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2021 Finalist HotelTechAwards
Hoteliers voted Flexkeeping as the #3 Concierge Software provider in the 2021 HotelTechAwards
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Flexkeeping (Guest Service)

HotelTech Logo score
HT SCORE
80 out of 100
Hotel Tech Score is a composite ranking comprising of key signals such as: user satisfaction, review quantity, review recency, and vendor submitted information to help buyers better understand their products.
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Create, assign, prioritize, and monitor individual or communal tasks to ensure completion. Record, track, locate, and manage everything lost & found on your property to guarantee ...

Geography: Regional
Geography: Global Verified Customer Support: Yes No
Finalist Badge
2021 Finalist HotelTechAwards
Hoteliers voted Flexkeeping as the #3 Concierge Software provider in the 2021 HotelTechAwards
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2021 Finalist HotelTechAwards
Hoteliers voted ATLIST as the #3 Concierge Software provider in the 2021 HotelTechAwards
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ATLIST Scheduling

HotelTech Logo score
HT SCORE
78 out of 100
Hotel Tech Score is a composite ranking comprising of key signals such as: user satisfaction, review quantity, review recency, and vendor submitted information to help buyers better understand their products.
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Let the ATLIST Scheduler do the work of sharing availability and confirming bookings of all your add-on's. For special experiences, maintain control with a second layer of manual ...

Geography: Regional
Geography: Global Verified Customer Support: Yes No
Finalist Badge
2021 Finalist HotelTechAwards
Hoteliers voted ATLIST as the #3 Concierge Software provider in the 2021 HotelTechAwards
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2021 Finalist HotelTechAwards
Hoteliers voted Faundit as the #3 Concierge Software provider in the 2021 HotelTechAwards
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Faundit

HotelTech Logo score
HT SCORE
76 out of 100
Hotel Tech Score is a composite ranking comprising of key signals such as: user satisfaction, review quantity, review recency, and vendor submitted information to help buyers better understand their products.
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Faundit is an online platform that guarantees a seamless service to handle Lost & Found across the hospitality industry and our team is motivated to transform such negative situat...

Geography: Regional
Geography: Global Verified Customer Support: Yes No
Finalist Badge
2021 Finalist HotelTechAwards
Hoteliers voted Faundit as the #3 Concierge Software provider in the 2021 HotelTechAwards
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2021 Finalist HotelTechAwards
Hoteliers voted FCS Computer Systems as the #3 Concierge Software provider in the 2021 HotelTechAwards
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FCS Computer Systems (Concierge Service Management)

HotelTech Logo score
HT SCORE
10 out of 100
Hotel Tech Score is a composite ranking comprising of key signals such as: user satisfaction, review quantity, review recency, and vendor submitted information to help buyers better understand their products.
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·         Increase efficiency of booking services for restaurants, transportation, sightseeing and other activities. ·         Efficient tracking and management ...

Geography: Regional
Geography: Global Verified Customer Support: Yes No
Finalist Badge
2021 Finalist HotelTechAwards
Hoteliers voted FCS Computer Systems as the #3 Concierge Software provider in the 2021 HotelTechAwards
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2021 Finalist HotelTechAwards
Hoteliers voted Viator Inc. as the #3 Concierge Software provider in the 2021 HotelTechAwards
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Viator

HotelTech Logo score
HT SCORE
8 out of 100
Hotel Tech Score is a composite ranking comprising of key signals such as: user satisfaction, review quantity, review recency, and vendor submitted information to help buyers better understand their products.
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Viator, a TripAdvisor company, is the market leading destination tours and activities provider, featuring thousands of  in destination travel activities in more than 2,000 de...

Geography: Regional
Geography: Global Verified Customer Support: Yes No
Finalist Badge
2021 Finalist HotelTechAwards
Hoteliers voted Viator Inc. as the #3 Concierge Software provider in the 2021 HotelTechAwards
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2021 Finalist HotelTechAwards
Hoteliers voted Infosys as the #3 Concierge Software provider in the 2021 HotelTechAwards
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Infosys

HotelTech Logo score
HT SCORE
8 out of 100
Hotel Tech Score is a composite ranking comprising of key signals such as: user satisfaction, review quantity, review recency, and vendor submitted information to help buyers better understand their products.
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Infosys' Virtual Concierge solution enables hotels to deliver a highly personalized guest experience. Using data about your guests' preferences, the solution helps you provide cus...

Geography: Regional
Geography: Global Verified Customer Support: Yes No
Finalist Badge
2021 Finalist HotelTechAwards
Hoteliers voted Infosys as the #3 Concierge Software provider in the 2021 HotelTechAwards
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2021 Finalist HotelTechAwards
Hoteliers voted ShuttleQ as the #3 Concierge Software provider in the 2021 HotelTechAwards
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ShuttleQ

HotelTech Logo score
HT SCORE
8 out of 100
Hotel Tech Score is a composite ranking comprising of key signals such as: user satisfaction, review quantity, review recency, and vendor submitted information to help buyers better understand their products.
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  ShuttleQ guest management and hotel transportation software allows hotel staff to effectively schedule, maintain and track all aspects of guest transportation while maintaining...

Geography: Regional
Geography: Global Verified Customer Support: Yes No
Finalist Badge
2021 Finalist HotelTechAwards
Hoteliers voted ShuttleQ as the #3 Concierge Software provider in the 2021 HotelTechAwards
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Recent Concierge Software Articles

Why your concierge should be featured in your digital communication

by
Lisa Apolinski
1 year ago

I recently had an experience with a hotel concierge where some family members were staying. I have never been to that property, yet the concierge went out of his way to assist me in getting flowers to their room. Not only that, he stayed in touch with me at each step, including letting me know when the flowers were in the room. I has such a positive experience from this, and I have yet to set foot in the hotel. If your property offers concierge service, here are some key reasons to make sure it is highlighted in your broader digital communication. Capturing loyalty from those who could be future guests: Again, my loyalty is towards this abovementioned hotel and I have not even been there. But when I am in the area, this will be where I stay. If you have a concierge, be sure to highlight that service on your website and email communication. Also, encourage guests who use the concierge services to share their experience on your social channels to showcase what additional services you offer through the concierge. Showcasing an added feature of your property to those who are visiting: Having a concierge is like having a ‘man about town’ in your pocket. That person knows the lay of the land, and can help with reservations, excursions, and other tourist items where having a local is key. This should be considered an added feature and should be highlighted on your property website, including what services the concierge can offer guests. Helping your guests think outside the property box: Speaking of what the concierge provides, this is also the digital place to talk about placing flowers in a room, putting together a gift basket for a VIP guest, or any other ideas that can be provided by the concierge. This can also be changed seasonally (think Halloween, Christmas or Valentine’s Day). If your concierge does something visually engaging, make sure to share it on Instagram. Your hotel concierge may be physically in your lobby or reception area, but should also reside digitally. Feature the good deeds of your concierge through your digital communication.

4 Must-Attend HITEC 2018 Talks

by
Kayla Rowen
3 years ago

If you haven’t been to HITEC yet, you are missing out on the biggest hospitality industry technology exposition and conference of the year. 2018’s HITEC kicks off on June 18th in Houston, where C-level hospitality executives and the top technology industry experts will gather for four days of in-depth demonstrations and networking.   The 2018 conference speaker line-up is full of great options for hoteliers and technology professionals, but with so many talks, on such a wide variety of important hotel topics, it can be hard to know where to go at any given moment during the conference. For anyone that needs help with choosing the right talks, panels, and workshops, we picked some of our favorites:   Opening Keynote: Reinventing Leadership for the Age of Machine Intelligence Monday, June 18th 4:30 - 5:45 PM Level 3, General Assembly B Keynote Speaker: Mike Walsh In HITEC’s opening keynote, Mike Walsh will walk through the impact of automation, algorithms, and AI on the industry and how leaders can leverage these technologies to improve their hotel performance.   These accelerating technologies raise interesting challenges and questions for hoteliers such as to what extent will automation change the way they run their hotels and manage guest expectations. Fresh off Google’s Duplex innovation, which shows a store-owner unwittingly having a conversation with a robot trying to book a hair appointment, we’re on edge when it comes to the role of AI in our lives. Mike Walsh will deliver a fascinating presentation about the degree to which machine intelligence will change our lives as well as the business of hospitality.       Concurrent Session: Guest Facing Technology Tuesday, June 19th 4:00 - 5:00PM Level 3, Meeting Room 351-D Moderator: Ted Horner - Owner of E. Horner & Associates Pty Ltd., member of the HITEC Houston Advisory Council and an inductee to the HFTP International Hospitality Technology Hall of Fame. Panelist: Andrew Arthurs, SVP and CIO for Two Roads Hospitality and Thomas Fangar, VP of Multimedia for MGM Resorts International   Learn how innovation being embraced by consumers is putting new pressures on hoteliers to deliver cutting-edge guest room experiences.   We’re personally interested to see how much the idea of “future-proofing” guest rooms is discussed in this talk. The pace of technology innovation is rapid and sometimes the shiny new thing can become outdated in a flash (think charging ports for the only-five-year-old iPhone 5). At ALICE, we believe strongly that the burden to “choose the right technology” is lifted when you first focus on establishing a technology for your hotel that is open and integrated and future-proofed through APIs. ALICE’s Open API, for example, allows for integrations with innovative guest-facing technology like Percipia, Zaplox, Volara, and Alta, to provide our hotel partners comprehensive solutions to transfer guest information seamlessly to staff and vice versa, regardless of the hardware of the moment. We look forward to hearing what these industry leaders have to say.   Concurrent Session: Independent Hotel in a Big Box World Tuesday, June 19th 4:00 - 5:00 PM Level 3, Meeting Room 360-A   Discover strategies for independent or boutique hotels to compete against bigger hotel brands that have larger staff and budgets.   Boutique and independent hotels offer guests a unique way to immerse themselves into a local community while providing unique amenities for a memorable stay. This hotel segment is quickly growing in popularity, giving hoteliers the opportunity to set themselves apart in myriad ways, including through the experiences they offer (via a stellar concierge program) and exceptional service (aided, we like to think, through technology).   Concurrent Session: Monolithic vs. Best In Class Thursday, June 21 9:00- 10:00 AM Level 3, Meeting Room 351-D Speakers: Dmitry Koltunov, CTO and Co-Founder of ALICE and Jim Fedigan, Group CEO for Jonas Club and Hospitality Divisions at Jonas Software, A Constellation Software Operating Group   This discussion will dive deep into the ongoing debate between hotels using best-in-class solutions versus monolithic suites.   The talk will present a vivid portrait of the ideas put forward in the recently-published “Hospitality Communication Platform” white paper from HTNG (co-authored by ALICE’s CTO Dmitry Koltunov) and how hotels can leverage the new cloud communication framework to optimize cost, time, and exceed guest expectations. If you’re looking for technology to improve your hotel’s performance during HITEC, stop by Booth 2319 to meet the ALICE team and see a live presentation of our technology. Hoteliers interested can book a meeting in advance, for a personalized demo of ALICE. Not planning on heading to HITEC this year but want to learn more about ALICE’s suite of products? Visit https://info.aliceapp.com/ to request a demo.

How to Improve Your Hotel Operations With Text Messaging Automation

by
Kayla Rowen
1 year ago

Texting has emerged as one of the most popular ways for hotels to communicate with their guests. However, the time-consuming nature of one-on-one text messaging makes it seem at times at odds with the busy atmosphere of the front desk and hotel concierge. A tool such as guest messaging automation increases employee productivity as it enables hoteliers to spend less time doing the actual sending and more time communicating. In recent beta testing, hotels that have adopted guest message automation as a part of their communication strategy have seen an increase in their guest engagement by over 25%. By using automation to help their communication with guests, pre- and at arrival, during the guest stay, and at departure, hotel staff are applying the time they save to have more meaningful interactions with guests, thus streamlining staff operations and improving the guest experience. Here are three benefits of incorporating elements of automation to your text messaging program:   1. Efficiencies for hotel operations Text messaging is a powerful tool to drive guest loyalty and engagement, but proactively reaching out to guests requires a lot of time hoteliers may not have. One of the biggest benefits of text message automation is that it saves staff from sending the same welcome message or WiFi password again and again, thereby giving staff more time to have meaningful conversations with guests.   2. Speedy replies The convenience of text messaging as a way to get in touch with a hotel is increasingly expected by guests who are growing accustomed to texting with businesses. But texting is only convenient for guests if they can count on quick responses.  In a previous ALICE study, guests expect a response sent by text message in 12 minutes or less, compared to 18 minutes with mobile applications and 25 minutes with email. Automating responses to frequently-asked questions makes an immediate response easy, and lets staff focus on responding to other texts in a more timely fashion.   3. Improved engagement across all phases of the guest journey Performing multiple tasks simultaneously comes with the territory of the front desk. Automation allows your hotel staff to complete multiple tasks while amplifying their personalized reach before the guest even arrives on the property.   Pre-Arrival: Help your guests plan their stay   With automation, hotels can communicate a welcome message before guests check in to convey a pleasant check-in experience and memorable stay: “We are so excited to have you at the hotel in X days. Is there any way we can assist you before you arrive? Just text this number to let us know.” Hotels, such as the Holston House in Nashville, Tennessee, are embracing this communication method. “Text messaging automation ensures all guests feel welcomed before they step foot onto the property,” Ernesto Gonzalez, Director of Rooms, emphasizes. “Given how busy the desk can be at peak times, it’s difficult to expect our front desk agents to have the time to welcome every guest. Automation with ALICE improves the guest experience we offer at Holston House while saving valuable time for our team. It’s a win-win.”   At Arrival: Welcome your guests When hotels use text messaging automation, hotels can set up campaigns to welcome every guest the day of arrival: “We are delighted to welcome you as our guest this evening. Please reach out to us at the Front Desk by simply replying to this text message, should you need any additional amenities for your room or have any questions during your stay.”   During the Guest Stay: Continuous open conversations with your guests Once your guests are settled into their room, text message automation continues the open conversation at the guest’s convenience. Template responses to guests’ frequently asked questions such as “What’s the WiFi password?” and “What time does breakfast start?” can make your guest feel as if their needs have been met at any point of their stay.   At Departure: Improve guest feedback   With text messaging automation, hotels have the ability to be proactive in resolving guest issues before they checkout from the property. Sending departing surveys privately through automated text messages resolves issues before they reach review websites and hoteliers can capitalize on these complaints as insight to adjust standard operating procedures.   ** With automation, hotels can leverage text messaging to engage with their guests before they even arrive on the property, and save time while texting throughout a guest’s stay. With text message automation, guest engagements will come across more personal pre-, during- and post-stay, heightening guest satisfaction to lead to increased brand loyalty and revenue.

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Recent Concierge Software News & Community Updates

Respect Social Distancing and Contact-Free Choices of Your Guests

HKeeper
11 months ago

Last time we introduced you to our unique feature, the Cleanliness Certificate. Here is another tool - Virtual Concierge that works in the Touchless principle via scanning the QR-code. This eliminates the need for using phones in the guest room and prevents the guests from touching additional surfaces that might carry infectious bacteria. How does it work, you ask? You simply place a QR code in the room, or any public area, and the guest only has to scan it with a phone’s camera, access the messenger, and start chatting with the person responsible for guest communication in your hotel. From the same page, the guest will have access to the list of #services provided and request with one click of a button. What other benefits are there using the HKeeper Сoncierge system? All requests are automated, meaning that there’s no need to administrate and spend time on assigning them. Each guest request can be escalated based on request importance, according to the hotel’s standards/policy. No more lost information, as all data from chats and guest requests can be tracked. All data from the chat and guest request page is turned into reports and analytics automatically. The great thing about HKeepe Concierge is that the guest doesn’t have to download any apps! Lastly, you save on repairing and replacing phones, no need to pay for phone lines, and Zero investment for the implementation!  

Alliants Launches Contactless Guest Experience Platform

alliants
1 year ago

A new guest experience platform has been launched by Alliants to help hotels and residences easily communicate with guests before, during and after their stay.The platform combines messaging with concierge and powerful automation, to deliver exceptional contactless customer experiences.‍ Reducing physical touchpoints The platform offers multiple benefits for hotels who are trying to reduce physical touchpoints and implement social distancing guidelines to avoid situations such as queuing at the front desk.  Platform features include:- Digital check in/out- Mobile room keys- Guest messaging- Digital itinerary- Time saving automation- Easy vendor management- Guest and staff app  Enhancing the guest experience With the experience platform, guests can use their own devices and choice of social channels including WhatsApp, FB Messenger, SMS etc to communicate with the hotel in over 100 languages. Staff can instantly respond to guest requests and gain immediate freedom from the desk with the option of using a staff app.Personalised digital itineraries can be shared across the whole party to help deliver unique guest experiences and drive improvements in guest satisfaction.   Increasing efficiencies A sad impact of the pandemic are the low levels of occupancy across the industry.  Hotels, restaurants and meeting spaces are having to do more with fewer resources making it more important than ever to automate repetitive and time consuming tasks. Time saving features include the use of human assisted chatbots that can respond to guests on their channel of choice, answering common questions or directing the guest to the right department prompting the next best suggested response with quick templates. Automated workflows can be created for standard tasks such as automatically sending confirmation of bookings, triggering service orders to deliver packages when customers arrive and also automate repetitive staff tasks such as sending guest confirmations, end of day processes to enable your staff to focus on the customer. Easy integration of a guests’ data from a hotels’ CMS/PMS, such as Opera, Infor, Protel and many more, will give staff an up-to-date single view of a guest without the need to update multiple systems when dealing with a request.‍ Maximising revenue With social distancing implications and risk of localised lock downs, hotels will need to maximise existing revenue lines or create new revenue streams. Increased insights from the platform’s reporting features can help the concierge team fully understand guests preferences by being able to compare guest behaviours against market, segment and property.‍ No charge until 2021 Alliants are offering their support to hotels and residences by giving access to the Alliants Experience Platform at no cost until the end of the year with no strings attached. A property can be up and running in less than 2 days and all training and installation can be done remotely.‍ "Alliants Experience Platform allows hoteliers to deliver a contactless experience and take a guest centric approach, both critical elements required to improve performance in the current environment. With no charge and no commitments until 2021 we hope hoteliers can benefit from the platform that has been developed by a team that has unrivalled experience in delivering exceptional customer experiences."  said Tristan Gadsby, Alliants CEO.  

Is Your Hotel Budgeting for Voice Technology?

Volara
10 months ago

Seventy-nine percent of hoteliers and 45 percent of travel brands reported voice-enabled technology investment plans this year. Devices from Amazon, Google and Smartbeings are competing for a spot on the bedside table as more and more hotel brands and independent boutique hotels work with solutions providers on new ways to use these smart speakers to engage guests, drive revenues and improve operational efficiencies. Hoteliers on the fence about adding voice to the 2020 budget should note that a well implemented solution pays for itself immediately, replacing existing costs. It also drives revenue day in and day out while staff time is freed up for hospitality operations that require a human touch.   Here are seven ways to measure the return on investment in a guestroom voice assistant environment.   1. Replace Existing Hardware and Eliminate Printing Costs Hoteliers have long been clamoring to consolidate bedside technologies and eliminate ugly printed in-room directories. By replacing the clock, Bluetooth speaker and soon the phone with one voice-driven device, guestrooms have never looked so clean and cost so little to furnish with cutting edge technology. The hard costs of multiple traditional bedside devices and all that printing and reprinting can add up to hundreds of dollars per room, while new popular voice assistant devices with all that functionality and more can be found for less than $50. 2. Drive Onsite Sales Contextually relevant suggestions - also known as promotions - can be incorporated into any voice-based interaction, supporting guests and encouraging additional on-property spending. Looking to fill your restaurant at breakfast? Your voice assistant can offer a fresh squeezed orange juice. Want to get your lobby lounge buzzing at happy hour? Your voice assistant can offer a 2 for 1 signature cocktail. By leveraging the power of voice technology, hoteliers can up-sell services through each voice interaction. For example, a guest may ask "Alexa, what time does roomservice close tonight?" Alexa can be programmed to respond: "Roomservice is available 24 hours, but may I suggest our all-you-can-eat Prime Rib buffet this evening in the hotel restaurant? It's open until 11:00 p.m." This type of voice-based interaction can be customized to drive sales of high margin amenities specifically when you have excess capacity in those amenities. 3. Improve Net-Promoter Scores, Increase Loyalty, and Generate Positive Online Reviews Guests love the comforts of home, and a well implemented voice assistant solution can exceed those at home comforts, especially when positive online reviews talk about the on-command experience of Alexa or another voice assistant. Here are a few TripAdvisor reviews touting interactions with Amazon Alexa (that also happen to be powered by Volara): "I fell in love with Downtown Las Vegas and Alexa who sang me to sleep each night." — Guest at Plaza Hotel and Casino "There was even an ‘Alexa’ in each room . . . that was a great touch!" — Guest at Westin Buffalo "The amenities are endless, and Alexa was a pleasant addition." — Guest at the Willows Hotel and Spa by Viejas "The staff couldn't be nicer & they were all so very accommodating right down to bringing me a toothbrush via my Alexa request." — Guest at EMC2 There is no better promotion for your hotel than a positive review or recommendation from your guests. 4. Increase Occupancy and Average Daily Rates Guests are seeking out hotels that differentiate themselves. Hoteliers that promote their voice assistant solution are competing on differentiation and technology-enabled service, rather than price. Offering this on-command service by voice assistant substantiates a higher average daily rate and it also gives hotels a new twist on service. Hoteliers have reported that a little PR linked to a landing page highlighting their voice assistant solution for prospective guests has driven direct bookings at more substantial rates. 5. Facilitate Staff-to-Staff Communications Has your hotel invested in powerful technologies for your housekeeping, engineering and operations teams yet not seen the utilization that you'd like? Voice assistants can be used to facilitate frictionless engagement with these technologies while they go about their other work. No need for staff to pull out an iPod Touch or tap buttons on the landline phone to enable the interactive voice response. Maintenance tickets, pickup requests and room status changes can all be made with voice command. 6.  Access Data that Will Drive Future Decision Making There is no better way to understand your guests needs than to understand and analyze their requests - even when they don't require staff action. Informational requests - such as "How do I get on the WiFi?" or "What time is checkout?" - take up valuable staff time and are rarely tracked. Requests for services your hotel does not provide also often go uncaptured. The data seized by your voice assistant solution can be provided to you in easy to grasp aggregated reports that help you understand what your guests want and when they want it. This information can inform staffing schedules and improved guest services. 7.  Get more value from your existing technology stack Voice makes your existing hotel technologies more user friendly and valuable for guests and staff alike. Near 50 popular hotel technologies have joined Volara Connect - a secure hub that provide seamless voice interfaces for leading hotel technologies.     A Volara-powered voice assistant solution on Amazon's Alexa at Hyatt Regency San Francisco integrated with Amadeus Service Optimization, Zingle, Honeywell INNCOM, Sonifi Solutions, and iHeartRadio. That means it's likely that your existing property management system, IPTV system, task management system, room-control solution, guest-engagement platform, and staff alert technology already has a plug and play integration ready to go on your choice of voice assistant. Recent usage data from over 150 hotel voice assistant deployments implemented by Volara shows that guest adoption rates for voice assistants in guestrooms is threatening the prominence of the guest room television, with 60 percent of weekday guests and 83 percent of weekend guests engaging by voice command. More than 30 percent of all service requests at voice enabled hotels are being made through the in-room voice assistant, which in turn communicates with housekeeping, engineering and operations systems to deliver more efficient service and improve guest satisfaction. When properly implemented with safeguards that provide an enterprise grade layer of protection for guests' personally identifiable information and that keep proprietary hotel data from falling into the wrong hands, voice technology will drive more efficient guest service and influence guests' behavior, while measurably improving net promoter scores up to 20 percent and helping hoteliers understand their guests better. Every hotelier aims to improve the experience for guests while simultaneously building a profitable business. Voice technologies have proven to support this mission. Whether guests are asking for directions to local spots, recommendations for where to go to dinner, or simply requesting for a toothbrush or extra towels, voice technology is the most frictionless way to boost engagement and make the stay more memorable and fun. Hotel staff are finding voice technology to enable more effective and impactful guest service. To invest or not invest in voice technology? The answer is clear, and the future is now.

CONCIERGE SOFTWARE Category Overview

Why do hotels need concierge software?
Travelers want to taste, see and be at popular, rare, pricey, unobtainable, and sold out experiences - and they want it now. The best way to make this happen is through a hotel concierge. That’s why a hotel needs concierge software - to empower the hotel to meet guest expectations, at scale. Concierge software enables concierge and front desk teams to act like a team, managing all guest requests and guest communication with one system. Concierges are able to quickly create tasks for each request, build hotel-branded assets to deliver to the guest, and communicate with the guest via their preferred communication channel.
 
How can concierge software help my hotel?
  1. Track all requests with one system. Record requests and incidents for all reservations, transportation, packages, wake up calls, lost & found, and any other service.
  2. Share knowledge across shifts. Leverage shared calendars, reminders, and internal notes to ensure your concierge team is aware of all guest requests. Concierge software provides transparency to the entire guest services team and an improved way to collaborate on guest requests.
  3. Enhance the guest experience. By providing excellent organization and communication tools to a concierge, concierges are able to elevate the guest experience. Concierge software allows you to build a knowledge base of your valued guests so you can improve guest service and make it even more personalized for returning customers.

For info on Concierge software trends, questions that you should ask vendors and more download the 2021 Hoteliers Guide to Concierge Software.
 
What are the most important things to look for when selecting concierge software for your hotel?
  1. Text Messaging The ability for guests to communicate with the hotel without downloading an app, which improves engagement. 
  2. OpenTable Integration Integrated directly with your PMS and OpenTable to easily make reservations and access guest information from one system. 
  3. Branded Itineraries, Letter Confirmation, & Recommendations Elevate the guest experience with hotel-branded documents, making your team look extra polished for your guest. 
  4. Personalized taxes, fees, and policies Customize taxes, fees, and cancellation policies in the combination that best suits your business. 
  5. Reporting Reporting enables management to have transparency into their operations to make decisions based on data instead of intuition.
  6. Package Management Record, maintain, and easily access a log of incoming and outgoing packages without leaving your concierge system. 
  7. PMS Integration Ensures your entire staff is able to access all guest information and requests associated to the reservation.
What is typical pricing for concierge software?
Concierge software pricing generally depends on room count and the number of staff being trained. Great concierge software should include Request Management and Messaging tools. The software is priced per room per month and generally ranges between $350 and $500.
 
How long does it usually take to implement new concierge software?
Hotels should select a project captain to assist in collecting all necessary information to configure the product to fit the needs of the hotel. Vendors collect user info, department information, etc. Vendors purchase devices pending product purchased then setup the PMS integration or any other purchased integration. They will set up a training schedule ahead of time for staff to join, generally by department. Vendors book necessary travel to get to property (usually on-site) and train staff for approximately 3 days.
 
How do I know when it’s time for my hotel to start using concierge software?
When your online reviews or guest survey scores begin to dip - it may be time to explore Concierge software because it can help your hotels deliver better, more personalized service. Improved guest satisfaction (as reflected in reviews), should be the result.  Service time standards ensure staff communicates with guests in ample time. Concierge software should enable hoteliers to configure escalations to ensure quick messaging back to guests in appropriate time.
 
What are the top rated concierge software providers for hotels?
Read Alliants Reviews
Read ALICE Concierge Reviews
Read Monscierge Reviews
Read FCS Computer Systems Reviews

For info on Concierge software trends, questions that you should ask vendors and more download the 2021 Hoteliers Guide to Concierge Software.