Customizing the Booking

It's routine to book a room online but not yet routine to book your preferences, too. At the New York Palace, you can do both, thanks to the online concierge at

“We want to make sure that from the beginning to the very end, the guest has the best stay,“ says Isaac Gerstenzang, head of customer relationship management and e-marketing at the Madison Avenue landmark.

Concierge Assistant software from Gold Key Solutions allows the concierge to fulfill requests and keep a log on the guest. When guests book, they can enter their first and last names and tell the hotel what they want. The reservation number lets hotel “match everything up and keep everything consolidated,“ Gerstenzang says.

Since the online concierge went operational early last year, feedback has been positive, Gerstenzang says. “We want the stay to be a personal experience, but the technology part of it actually makes it more efficient.“

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