Mexico’s Bahia Hotel and Beach House upgrades service, operations

Bahia Hotel and Beach House in Cabo San Lucas, Mexico, chose Alice to streamline internal and guest communication and keep track of historical information that will serve as guidelines for improvements year over year on service, offerings and guest experience. 

Before implementing Alice, the staff at the Bahia Hotel used a variety of different channels to communicate, including daily briefings, radio, cell phones, email and messaging applications. This was a challenge for the property because key information between staff and departments would get lost over time. Ultimately, it inspired Managing Director Felipe Rebelo to look for an integrated platform that covers the needs other platforms alone could not. 

By upgrading to Alice, staff now can communicate across a single channel. Using an operations platform also has made it much easier to keep track of overall property performance. Different data can now be collected, which has given the property greater insight into performance, and management can now set key performance indicators against a variety of metrics. Additionally, the managing director can measure the way in which the tasks are accomplished in order to make operations more effective. 

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With Alice, staff can now contact guests via the app and SMS prior to their arrival on property. This means that information can be obtained ahead of and during guests’ stays to personalize their experience and lead to a higher level of guest satisfaction. The move to Alice hasn’t gone unnoticed by staff either, “everyone embraced Alice and were thrilled about all the features and how their job will be so much easier and simpler now,” Rebelo said in a statement. 

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