Hospitality Highlight: DoubleTree Boston Cambridge

This all-suites Hilton property uses Kipsu to influence SALT scores and build relationships between team members and guests.

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The DoubleTree Boston Cambridge is an all-suites hotel in the heart of "The City of Higher Learning."

Nestled on the banks of the Charles River, the DoubleTree Suites by Hilton Boston Cambridge stands as a 308-room home-away-from-home, just minutes away from Harvard University. While Boston doesn't have a shortage of hotels to stay at during a visit, guests rave about this particular one. One TripAdvisor reviewer titled his as "Outstanding Stay - Customer Satisfaction is #1 Goal." Spoiler alert: he loved his stay. "The entire hotel staff from management, restaurant, housekeeping-everyone was wonderful!"

Another review states, "I was EXTREMEMLY pleased with the DoubleTree Boston Cambridge. I stayed there for my first trip to Boston and the hotel was lovely! My suite was attractive, clean, and comfortable, and the pool and hot tub were glorious. They give you a free cookie upon check-in, which put a smile on my face from the beginning, and they send personalized texts to check on you and see if you need anything. The staff was very friendly and responsive. A+ experience!"

"The most imporant thing for our front desk staff is to make sure the guest is well taken care of... Kipsu has helped us expand those efforts to a whole new level."

What's the DoubleTree Boston Cambridge's secret sauce to getting reviews like this? 

"The most important thing for our front desk staff, and its ingrained in our culture, is to make sure the guest is well taken care of. We see it as failure if someone leaves our hotel unsatisfied or unhappy. We didn't do our jobs well enough. One way to ensure the guest is enjoying their stay is easy: Talk to them and engage with them. Show we care about them and their experience here. Kipsu has helped us expand those efforts to a whole new level," says Andres Goeta, Front Office Manager/Director.

"Having the information automatically populate in Kipsu from OnQ not only makes it easier on our front office team, but there's also less room for typos and miistakes, so the team can get back to concentrating on the customer faster."

Since implementing Kipsu at their property nearly for years ago, this DoubleTree has sent out nearly 300,000 messages and engaged in almost 36,000 unique conversations to date. They reach out during the stay to check in and see if guests are happy or need anything. And if someone isn't having a good time? The front desk team leaps into action to remedy the situation before the guest's departure. "Whatever my staff can do at any point during the guest's stay to help them or make them happier or more comfortable, we make every attempt to deliver on. Kipsu also keeps us accountable and organized," Andres says.

 

"The one thing that has helped us out A LOT is the Kipsu OnQ Connector. Enabling OnQ and Kipsu to communicate has really helped us further streamline our process. Having the information automatically populate in Kipsu from OnQ not only makes it easier on our front office team, but there's also less room for typos and mistakes, and the team can get back to concentrating on the customer faster."

Having over 300 rooms filled with people with unique requests can seem overwhelming. Andres goes on to say, although staff is highly organized and efficient at what they do, it's helpful to have a paper trail and time stamps to correlate with requests and questions. Kipsu helps to miinimize the potential breakdowns in communication. So when a request is transferred from one department to another, there's always a transcript and record to refer to if needed. That game of "telephone" is overrated anyways, especially when guest satisfaction is on the line. 

The DoubleTree Boston Cambridge is unique in that it has a jazz club on the main floor called Sculler's and a rooftop bar overlooking the river and skyline of Boston. Because of its ideal and picturesque location, it's also a popular place for business travelers, Harvard visitors, and tourists to stay. Andres mentions Kipsu helps in making it easy and convenient for guests to communicate requests and questions without having to inturrupt their day or evening. If they're touring the campus, in a meeting, or just out exploring Cambridge and Boston, their guests can ask for recommendations or requests and staff can take care of it all before their return to the hotel. This service even extends to when a guest buys a ticket for a performance at Sculler's. The DoubleTree will send a quick text confirmation a few hours before the show as a reminder for the guest. Talk about attention to detail! 

When it comes to delivering exceptional customer service, the DoubleTree Boston Cambridge has it mastered. Their drive to provide a memorable, positive experience for every single person who walks into the lobby is palpable. Kipsu is honored to play a part in helping them achieve their satisfaction goals and ensure every guest leaves happy until their next Boston adventure (because with this level of service, they absolutely will be returning to the DoubleTree Boston Cambridge). 

A Hilton in Annotole, Texas, was one of Kipsu's very first partners. Since 2016, Hilton and Kipsu's relationship has grown to include more than 1,600 Hilton properties with more than 30,000 Hilton employees using Kipsu's solution to connect with 12.3 million unique guests in 2019. Learn more about Kipsu's impact on SALT scores, employee productivity, and guest engagement.

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