I recently heard an interesting interview on KCBS all-news radio in San Francisco regarding the future of hotel concierges in our digital world. I was especially interested in this news story, because my new book, The Art and Science of the Hotel Concierge, devotes an entire chapter to this topic. Secondly, I am currently working on a guide to help hotel guests make the most of their trips when working with a concierge.
According to Henry Harteveldt, travel analyst at Forrester Research in San Francisco, today’s technology has empowered concierges to serve their guests as never before. Guests are equally empowered, with an estimated 55 percent of travelers carrying smart phones (such as the Android, Blackberry and iPhone). High-end hotels are doing their best to stay relevant with their guests by communicating with them through every touch point available. Whether it’s face-to-face at the concierge desk, through an app on their smart phones, or most likely, both, the use of technology by both concierges and their guests can greatly enhance the traveler’s experience and make life much easier.
To have more choices and gain control over their travels, Harteveldt encourages guests to make use of technology to do some of their own research in advance of their trips. He recommends visiting hotels’ websites, which can offer a treasure trove of helpful information for their stay. Harteveldt highlighted Intercontinental Hotel’s concierges’ online video tours of their cities, as well as the ability to connect with the concierges at the Ritz Carleton via the social network, Foursquare. He added that concierges can also be contacted directly via email.
He is assured, however, that technology will not replace the concierge. Smart phones simply can’t pick up on the nuances that concierges take into consideration when making recommendations, provide the personal touch or gain entry to hard-to-access venues. But when guests do their research in advance, then put their heads together with their concierge, the combination of high tech and soft touch can make for a truly remarkable guest experience.
good one holly