The National Hotel on South Beach in Miami has installed The Concierge Assistant software system from Gold Key Solutions to automate its guest service operation.The National Hotel is a trendy 150-room luxury oceanfront resort located on a desirable stretch of Miami’s South Beach. The property is the preferred destination for A-list celebs, film production companies and business travelers from all around the world. It maintains a 24/7 team of six concierges and 15 bell staff who use The Concierge Assistant to keep its clientele satisfied by providing the most personalized services.
General Manager of The National Hotel, Jeff Lehman, said, “The Concierge Assistant has lifted our guest service to another level. We are in a young exciting market and The Concierge Assistant keeps track of everything that is happening on property and at all the area’s attractions for our guests. It is a very valuable tool that records profiles of all our guests so we can anticipate their needs before they ask.” The guest service staff at The National Hotel are the stars of the property. The concierge desk is located in the center of the lobby and is the first thing guests see when they enter the property. “Our concierge desk is ‘the game;’ it is the heart of what is happening at the hotel. Our service standards are very high and they spread out from our concierge desk.” said Lehman.
“With The National Hotels’ prominent clientele, data security is a key issue,” said Newton Gore, president of Gold Key Solutions. “The Concierge Assistant system is extremely secure; it utilizes the property’s own protected network and server which eliminates the danger of identity theft by hackers who often attack Internet-based ASP systems to steal guest information and credit card data.”
Ed Ponder, chef concierge at The National Hotel and Past President of the Southern Florida Concierge Association said, “I love The Concierge Assistant. It multiplies our staff’s knowledge and keeps them updated with detailed profiles on our area’s ever-growing line-up of dining, culture and entertainment options enabling our team to provide more efficient service. The system lets us all know our guests better so they have a more personal experience.”