Concierge, Then and Now – Why the Human Edge Still Matters in an AI-Driven World

When Burak İpekçi began his concierge career at the Hilton New York in 1999, the lobby was his classroom: 2,000 plus rooms, constant guest requests and zero room for complacency. Decades later, he still describes the career as a “lifestyle,” not a nine-to-five job. The tools may have changed, but his purpose hasn’t. According to EHL Hospitality Business School, 65 % of customers say personalization is a key factor in their experience – and they’re willing to pay up to 25% more for it. These numb...