Miami, FL. The concierge desk at a luxury golf resort and top event hotel. The chef concierge who is a 27-year veteran in this business, says he loves PackPorter. He has committed to deliver top service to his guests and PackPorter is making it easier by providing answers whenever he needs it.
"Before PackPorter, we had to chase the mailroom staff to see if there is a delivery for a guest. We had to keep guests waiting until he answered the phone. Sometimes it took forever." he says. "And mailroom staff leave work at 4 pm, they don't work on weekends. But my people are here until midnight every day - including holidays. I need to answer the guests around the clock but there is no support from the mailroom. I used to send a bellman to the mailroom and he would come back in 20 minutes, sometimes empty-handed.
Now, I just type the recipient's name or the tracking number to PackPorter and I find the package in a few seconds - even if I misspell the guest name. Then I see where it is stored. Not only the room but even the shelf.
After PackPorter, delivering a package takes only 2 minutes. Even at midnight."
"One other issue we had: USPS only delivers to the front door, not to the delivery dock and we have packages dropped to the desk all the time by other couriers too. Sometimes these packages are left in my storage, the shipping and receiving (S&H) never knew about the package. That's when a pursuit starts - everyone looking around to find one package.
Now we scan the packages delivered to us just like the S&H does. It only takes a minute, and we do it on mobile phones. Once the package is in the system, it is visible to everyone on the property. S&H knows that we have packages and come to pick them up without us asking. It works like a charm."
London, United Kingdom. The concierge desk at a 1000+ room, busy central London hotel. The chef concierge, who is a 20-year veteran in this business, says he loves PackPorter. Because it doesn't only help to handle courier packages but to-be-collected* (TBC) and drop-off.**
"We have two different clientele: business guests who are attending meetings and international leisure guests who like to shop online and in London," he says.
"TBC is mostly left by business guests, usually a file they need to leave for the colleagues, but sometimes the projector remote they accidentally picked up from the London office and brought to their room (laughs). We have pretty big storage here, but the volume is overwhelming with packages. PackPorter makes it very easy to find what we need, whenever we need it.
For drop-off, logging is as important as the convenience for me. My leisure guests shop in Regent Street and have their goods dropped off to the hotel when having a drink in a local pub. I have a peace of mind when I take a photo of a £5,000 delivery from a high-end shop and keep it on my file. This way, everybody knows and sees how many packages delivered. And when the guest requests delivery to the room, getting a signature or taking a photo of the delivered goods as the proof of delivery is also relieving. I used to have six three-inch ring binders to keep all signed papers, now I got rid of them because proof of delivery is in PackPorter and accessible anytime."
Chicago, IL. The concierge desk at a 400+ room luxury Magnificent Mile hotel. The chef concierge who is a 17-year veteran in this business, says he loves PackPorter. Because it doesn't only help to handle incoming packages but also outgoing packages.
"We help our guests every way we can, we send their outgoing packages even if they don't have an account to pay and print the courier label. We use the hotel's account and post the charge in their hotel bills" he says.
"Before PackPorter, there have been a few incidences where the courier cost has not been charged to the guest room and we wrote-off a good amount of money. Now, all charges are tracked automatically, and we are followed up to post them on time by PackPorter. I'm not keeping paper files to log these packages, I just shoot a photo of the label and the rest is handled by PackPorter. I can e-mail the tracking number and the photo to the guest from the PackPorter mobile app."
Hotel concierges love us.
Because they are all about guest service perfection and we help them achieve that much easier.
*To-be-collected (TBC): A package that a guest left for someone else to pick up from the hotel.
**Drop-off: A package that is left for a hotel guest, but didn't come via a carrier service.