Concierge solutions come to Middle East hospitality industry

Expertmedia, the Swiss developer of software solutions and services for the hotel industry, has established a Middle Eastern office based in Dubai to market its revolutionary Concierge Information Systems (C.I.S.) software in the region.
The scaleable solution can be configured as a stand-alone solution for the Concierge Desk or fully integrated into the hotel’s systems including Reception, Guest Relations, Housekeeping and Back-Office to eliminate the “pieces of paper everywhere” syndrome that plagues the hospitality industry.
The C.I.S. provides comprehensive support for the work of the concierge in all areas, from appointments and events planning to efficiently managing contacts.
Concierges are renowned for their talent for organization and their contacts but amidst all the hectic goings-on things sometimes get confused, particularly when handing over between shifts. Were the flowers ordered to be delivered to Room 233 but to be charged to Room 323, or vice-versa?
Hotel InterContinental, Zurich head concierge Marina Gelmi says: “C.I.S. helps the concierge to provide guests with information quickly and efficiently. The efficient task management helps us to improve our guest service even further.”
The software is particularly user friendly since the user interface follows the familiar structure of the Microsoft Outlook program.
Steffen Kroehl, head of business development of Expertmedia, says: “The fast expanding hospitality industry in the Middle East is finding it difficult to recruit enough experienced concierges. C.I.S. helps to fill the gap by providing a tool for dealing with guest enquiries and requests more quickly and more reliably, which benefits the hotel’s reputation for customer service and also gives it a modern, professional image.
“In addition, all the relevant information can be managed in a single database, thus sharing the knowledge of the most experienced concierges with all service staff. This does away with the time-consuming problem of having to search for information, particularly for new and less experienced employees.”
C.I.S., which has been adopted by the famous Lausanne Hotel School as the best of breed Concierge IT system, runs on MS Windows 2000 or XP and can directly import existing hotel database information via a special interface.
C.I.S. core functions
The software is structured on a modular basis. Each module addresses one key area of the concierge’s activity:
“Guests” module: All guests like a personal greeting - VIPs actually expect it. One key requisite for this is being familiar with the guest’s personal preferences. Guest lists, together with personal data and comments, can be created and managed in the Guest’s module and also used as a basis for targeted mailing promotions to guests with corresponding interests. To this end C.I.S. enables e.g. a standard letter to be produced via templates which have been generated in Microsoft Word.
“Tasks” module: Concierges often have to deal with different tasks at the same time. However, all guests expect their wishes to be given top priority. The “Tasks” module ensures that the necessary overview is maintained for this purpose. The module performs all the tasks at hand relating to the respective guest and is able to prioritize them. “Tasks” also contains a reminder function. C.I.S. can directly import information from hotel systems such as Micros Fidelio via a special interface. This means that extremely comprehensive guest lists can also be transferred to the concierge database where they are managed. Most other planning and organization systems simply do not permit this to the same extent.
The “Tasks” module also offers a comprehensive reporting functionality. Tasks, their status and who is dealing with them can be followed at any time with the help of the “log book”. That is particularly important in hotels which employ a number of concierges. When changing shift the incoming colleague is kept up to date at all times. The reporting functions can be adjusted via the “Settings & Tables” module which also contains a detailed user and user rights management system and manages the settings for the various software functions. Hotels can also enter and assign e.g. logos using the module.
“Vendors” module: Whether dealing with an everyday or unusual request from a guest: the whole essence of a concierge’s work revolves around good contacts and numerous addresses. “Vendors” helps with the management of these. Information can be called up according to various categories, e.g. the sector or location of the “source”. Integrated card material ensures that the only flower shop open in the evening can be located with just one click. The card detail including directions and address can be printed out so the guests can set off with a handy description and can dispense with having to carry the cumbersome city plan with them.
“Events” module: The greatest challenge to a concierge is when a guest asks “Where can I go tonight?” Every representative of the hospitality trade should not only have a number of suitable tips for events at his/her fingertips but also the correct number for ordering tickets. This can now be done without having to leaf through a whole range of brochures and directories. Dates can be managed in “Events” and detailed information on the events and contact addresses added and printed out. The Web can also be consulted for the very latest information. Important addresses can be stored in and directly called up in the “Internet Favorites“ module.
“Currency Exchange” module: Changing money is also one of the standard tasks of a concierge. And one that calls for the greatest care and attention. Guests don’t appreciate it if, in addition to the usual hotel surcharge, a less favorable exchange rate is used as a basis for the conversion because the concierge forgot to update the rates. “Currency Exchange” ensures that the very latest exchange rates are available at all times and all receipts properly completed. The official exchange rate is updated manually, for example via a link to a corresponding Internet site.
Uncomplicated installation
C.I.S. can be installed quickly and easily on the PC. The software runs on the Windows 2000 and Windows XP operating systems. The menu-driven user interface is almost self-explanatory. C.I.S. offers optional available interfaces for a direct link to standard hotel management and accounting systems. C.I.S. can be operated on one computer or made available via the network. An automated backup function is integrated into the system for data backup.
Expertmedia offers two support models for the concierge software: a one year e-mail support package is included in every product license. The premium offer covers, amongst other things, answers to queries on a 24/7 basis.
Who uses C.I.S.?
The software is not designed exclusively for use in hotels. It is suitable for all areas in which “concierge services” are utilized e.g. in apartment blocks, hospitals and corporate reception areas. C.I.S. is however also suitable for data management in companies, e.g. in events agencies and market gardens whose business involves a significant amount work with extensive client, address and appointment management and who have no other database at their disposal.
The leading tourism training colleges of Bad Gleichenberg, Austria, have already introduced CIS as their standard program for concierge training.
“The software is intuitive and transparent; you don’t need any specialist PC know-how. It makes the work flow more efficient and effective and the information is clearly displayed,“ says head concierge Josef Volmer of the Brenner´s Parkhotel, Baden-Baden.
Ends
About Expertmedia
As the developer and supplier of the Concierge Information System (C.I.S.) Expertmedia GmbH (www.expertmedia.ch) is part of DATALYNX AG, Basel (www.datalynx.ch). Formed in 1996 the company offers high grade IT services for medium sized and large companies. The portfolio ranges from consulting services and project management through to software, Internet and Intranet developments. DATALYNX AG’s clients include Novartis, Ciba, swisscom and UBS. Web: www.datalynx.ch