The Hotel Concierge: The Ultimate Wingman

The digital revolution is reinventing the entire hospitality life-cycle from travel inspiration to booking, on-property experience and post-stay. Though consumers are tethered to their devices, cross industry analysis reveal that digital expectations are largely unmet. This is especially true in the hospitality industry where guests are increasingly demanding an end-to-end hi-tech experience.

The hotel concierge could play a critical role in fulfilling this gap; however, instead they are on the verge of extinction. Despite the fact, the hotel concierge is the first on-property interaction with guests, this function is widely underutilized. Most hotel guests would gladly swap concierge service for free wifi - I know I sure would. In a heart beat.

So, how can the hotel concierge remain relevant? Well, in order to survive and THRIVE, the hotel concierge must better leverage social media and mobile technology. The simplest explanation is usually the correct one and it's entirely true in this case.

Embracing the shifting digital landscape can help the hotel concierge remain engaged with guests beyond the initial touch point. The hotel concierge is and should be regarded as an invaluable guest resource. They are best equipped to provide recommendations to guests and likely have some of the best social connections in town.

The key to showing their value to this new wave of hotel guests, is to provide a medium to make the hotel concierge easily accessible to guests. So, when guests are out and about exploring, they can instantly count on their concierge to act as their local guide. No longer does it have to be a mystery when searching for that low-key hipster coffee shop that serves french pressed Ethiopian brew. Or when looking to score last minute tickets to see Hamilton to impress a first date. The hotel concierge must become the ultimate wingman, curating unique guests experiences, one click away.