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Contact:
MaureenBridget Gonzalez,
Director, Public Relations
Tel. 407-345-4521, Fax. 407-363-1505
Maureen.gonzalez@peabodyorlando.com
www.peabodyorlando.com
THE PEABODY ORLANDO, FOUR-STAR DIAMOND SERVICE "GOLD" KEY TO SUCCESS
Orlando, FL – August XX, 2007 – When it comes to service as a differentiator in the packed
Orlando hospitality market, The Peabody Orlando, with 891 rooms and a gaggle of duck emissaries,
knows how to be the best. Since 1986, this popular business and leisure destination has turned
individual guest services into an art form, anticipating everything from travel preferences like
private planes and limousines to hypo-allergenic linen requests and specialized food
requirements. The innovative service even extends to the hotel's daily entertainment,
offering kid-friendly options like morning and evening red-carpet marches by The Peabody Ducks,
world-famous for their twice-daily “march” and story-time with David Robinson, duck master.
“Our goal is to deliver the ultimate in services so guests take a strong recommendation back
home, and visit us often,” said Peabody guest service manager, Hameed Jasat. “We fulfill many
individual guest and group requests, from creating a romantic tented sanctuary with rose petals
and champagne, to recommending local dining preferences and exotic transportation services to
make a Peabody visit a sought after-experience.” Speed and accuracy of service are the keys
that make The Peabody Orlando the leader in their market, Jasat explained, but even more
important is the staff's ability to identify and provide the specific details that help to make
a stay at the Peabody special.
The property's Mobil Travel Guide Four Star, and AAA Four-Diamond ratings and service also
extends to corporate groups. The Peabody frequently assigns a personal concierge dedicated to
assisting incoming groups and any family members who may be accompanying them. When the
property recently hosted a large pharmaceutical group, the Peabody 's personal concierge
researched the interests of family members and created a children's lollipop activity at the
pool and offered poolside movies and popcorn in the evening.
One of the most important tools used by The Peabody Orlando to deliver its award-winning guest
services is a specialized
concierge software system.
Shunning old-fashioned ring binders that
take time to use and often contain outdated information, the Peabody invested in
The Concierge Assistant®
system from Gold Key Solutions
, a comprehensive, integrated software solution that
it installed on desktops throughout the hotel to standardize its service. “The Concierge
Assistant (CA) is a comprehensive software system we rely on,” Jasat said. “It enables us to
instantly display current information on local attractions, stores, dining options, events,
airlines, transportation companies – everything. Plus, we can print personalized, professional
itineraries and maps with phone numbers and activity schedules that have the Peabody 's logo and
the concierge's signature.“ One of The Concierge Assistant's greatest benefits, Jasat noted, is
its ability to quickly link to Open Table for dining reservations. “With hundreds of dining
options to choose from in Orlando , access to off-site restaurant availability and reservation
booking is important to serving guests, and instantaneous using CA. The system prints out
driving directions, reservation times and contact information on the spot. Our busy guests
always value this because it saves them time. ”
According to Jasat, The Peabody Orlando's team of 55 guest services staff maintain their market
leading position by never saying “no” to guests. “We vigorously anticipate their needs and
strive to exceed expectations,” he said. “Additionally, we use Concierge Assistant to track the
requests of each of our guests as well as arrivals of all VIP guests. The duck master calls each
one before they arrive to either welcome them as first-time guests, or to welcome them back and
offer to meet any needs once they are here. All preferences and requests are recorded in CA and
acted upon once they are on the property.” It's just one way, Jasat notes, that the Peabody
continues to rise to the superior level it's “quacked” up to be.
The Peabody Orlando is a property of Peabody Hotels within the portfolio of Peabody Hotel Group,
Memphis, Tennessee.
About The Peabody Orlando
The Peabody Orlando is a custom-built, landmark hotel, catering to the meetings and conventions
industry nationwide. The hotel is a masterpiece of contemporary design and luxurious décor and
furnishings. Since opening its doors in 1986, The Peabody Orlando has established itself as the
area's multi award-winning convention hotel of choice for the nation's professional meeting
planners. It's trademarked Peabody Service Excellence™ guarantees consistent, hotel-wide, first
class service. As one of only two Mobil Travel Guide Four-Star, AAA Four Diamond hotels in the
entire city, the luxury accommodations
match world-class lodging with a convenient setting.
About Gold Key Solutions
Gold Key Solutions' The Concierge Assistant improves guest services and staff communication by
creating orderliness and accuracy throughout the entire concierge process for hotels of all
types. The Windows-based software application increases staff efficiency and reduces expenses
by automating all guest services activities and reporting, allowing managers to put in place a
standard of excellence that may be continually refined. The Concierge Assistant is used by over
350 full-service Ritz-Carlton, Marriott, Hyatt, Starwood, St. Regis, Four Seasons and other
quality properties. The Concierge Assistant is also employed by many residential living
properties and by personal assistant and professional concierge companies to optimize services
to each client.
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