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Thursday, Mar 28, 2024

GoConcierge Adds Qatar to Its International Portfolio

GoConcierge, a Sherman Oaks-based company that provides Web-based guest services software to the hotel industry, is adding the W Doha Hotel & Residences and the St. Regis Doha to its growing list of international hotel clients. The hotels represent the first for GoConcierge in the Gulf nation of Qatar, said Adam Isrow, 41, co-founder and executive vice president. The company will be going onsite next month for training on the system. The push into Qatar adds to GoConcierge’s portfolio of Middle Eastern clients, which already include luxury hotels Emirates Palace Abu Dhabi, St. Regis Saadiyat Island Resort Abu Dhabi, and InterContinental Dubai — Festival City. “We are getting ready to go live with a new hotel opening in Abu Dhabi called Eastern Mangroves Hotel & Spa,” Isrow added. Isrow, who has a background in hotel front desk operations, founded GoConcierge in 2000 with Simon Kaltgrad and Keith Wolff, son of prominent real estate developer Lewis N. Wolff. Isrow and Kaltgrad, vice president technology, oversee daily operations; Wolff serves as company president. The company employs nine in Sherman Oaks. GoConcierge has been expanding rapidly overseas. In recent months, the company has attracted clients in Hong Kong, Toyko and London. Its software platform — which allows hotels to communicate with guests via text and Internet — can be found in more than 500 boutique and major luxury hotel chains in 40 countries worldwide. Isrow declined to reveal company revenues. “Our goal from the beginning was to solidify our application and technology in the United States and build a strong and loyal client base,” Isrow said. “After our first few years, we recognized the opportunity internationally and from there, our desire was to begin our international expansion and better understand how we can add value to clients abroad.” The GoConcierge business model is based on licensing fees for the service. Hotels license the service for a monthly fee, usually from $400 to $700, with a one-time training fee of around $4,500. A GoConcierge team provides training and 24-hour support to clients, Isrow said. Taking the business overseas has not been an easy task. “Most of the time, our clients want the face of the application in English, but the flexibility to have the confirmations letters in another language,” Isrow said, noting that capability took some time to develop. Plus, the company aims to offer its international clients the same level of support it offers domestic hotels, regardless of the time zone, Isrow said. Clients have access to GoConcierge officials via office phone, personal cell phones and via e-mail. “It should not matter to our clients that our offices are in Los Angeles,” he said. “If they have a challenge or need something, we will be there for them.” The GoConcierge application includes a task-tracking feature that can be applied to many departments such as reservations, guest services, front desk, shipping and receiving, and restaurants. James Little, chief concierge at Peninsula Beverly Hills, says his staff uses GoConcierge constantly. “GoConcierge is extremely easy to use,” Little said. “The text feature is particularly handy for us as more guests prefer communication via text in the evenings when they are in a loud environment.” Last year, GoConcierge expanded its services to add (SMS) text messaging capability. Going forward, it plans to add additional transportation and ticket and tour companies to its system, Isrow said. The company is also focused on integrating GoConcierge’s technology with existing property management systems hotels use when checking in guests. “We’re always trying to add things, we’ve brought on senior engineers to focus on innovation in the newest version of GoConcierge, while maintaining existing business,” Isrow said.

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