Tag Archives: concierge

Anxious lady staring at smartphone screen in hotel room

Hotel Guests Aren’t as Excited About AI Concierges as Staff Members, Study Finds

Concierge, , , , ,

AI is making hotel staff members' lives easier in many regards, like handling extra towel or late check-out requests — but making guests more frustrated, according to a new study. A University of South Florida study of both industry practitioners and recent hotel guests found that 81 percent of respondents said emotional authenticity was a "critical challenge." Plus, 76 percent expressed privacy and trust concerns with voice-based interactions in public settings, in particular. “Overall, hotel w...

Enter your email below to access this content:

Already a subscriber? Please login

Happy hotel attendant talking to African American guest while carrying his luggage through the lobby. Copy space.

The Business Benefits of Concierge-Level Service – and Why It’s Not Reserved for Hotels

Concierge, ,

When you deliver quality service, guest satisfaction rises and no one understands service quite like a concierge. A landmark study titled “The Golden Keys: Being Served – Concierge Services and Customer Satisfaction” argues that understanding why guests feel satisfied or dissatisfied provides a competitive advantage. The international organization Les Clefs d’Or has been a critical driver of guest experience since its founding in 1929. But here’s the thing: concierge-level service isn’t reserved...

Enter your email below to access this content:

Already a subscriber? Please login

Portrait of polite and hospitable young man and woman working as hotel staff at reception. Handsome Indian male receptionist in suit and elegant female manager in dress looking at camera and smiling.

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

Concierge, , ,

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...

Enter your email below to access this content:

Already a subscriber? Please login

A hotel receptionist working behind the counter at night, with warm lighting and decorative foreground elements. ambient interior captures a peaceful setting.Banyuwangi,Indonesia-2Apr2025

How Graveyard Teams are Creating 5-star Experiences While You Sleep

Insights, , , ,

It’s 3:17 a.m. A guest’s flight was delayed, their luggage is missing, and they’re finally checking in exhausted, hungry, and on the edge of a meltdown. Who greets them? Who handles their frustration, offers a warm welcome, and rescues a bad day from becoming a scathing review? That quiet, unseen role belongs to the overnight team. In more hotels, it’s being reimagined as a crucial point of guest experience, not just a placeholder for a shift. Why the night shift matters more than you think For ...

Enter your email below to access this content:

Already a subscriber? Please login

Concierge Service isn’t only for Luxury Hotels

People, , ,

In his 30-plus years working in luxury guest service, Miguel Pena says the hotel concierge has always been a misunderstood role. He recalls times when hotel GMs admitted they didn’t know what a concierge actually does. To Pena, those moments have been opportunities to educate both the industry and its guests. Pena tells GEM Journal Today that affluent, well-traveled customers know how to use a concierge. Still, average travelers are often skeptical – and that skepticism has contributed to some m...

Enter your email below to access this content:

Already a subscriber? Please login

Happy female concierge serving a guest at the hotel.

The Top 10 Tools Every Concierge Pro Should Use

Concierge,

Concierges are often the unsung heroes who transform guest stays from ordinary to extraordinary. Armed with the right tools, these professionals are not just problem solvers but also creators of memorable experiences. Whether securing last-minute reservations or ensuring personalized touches, concierges rely on tech and traditional tools to deliver unparalleled service. Here are 10 indispensable tools every concierge should have in their arsenal. 1. Comprehensive guest management software A powe...

Enter your email below to access this content:

Already a subscriber? Please login

Frustrated, receptionist and people at front desk of hotel for angry client, lost luggage and check in problem. Customer service, concierge and late booking with woman in lobby for appointment error.

Crisis at The Concierge Desk: When Guests Ask for Help That’s Out of Scope

Concierge, ,

Concierges are trained to resolve issues, such as missed reservations, sold-out shows, and unexpected birthday surprises. But in today’s hospitality landscape, some requests cross into far more serious territory. A guest asks for help escaping a violent partner. Another shows signs of a medical emergency. Someone appears to be trafficking minors. These aren’t hypothetical scenarios. They’re real situations that hotel staff across the country have recently faced, often without formal training, cl...

Enter your email below to access this content:

Already a subscriber? Please login

Young concierge working on a computer while checking documents at hotel reception desk.

Why Independent Hotels Should Partner With Local Concierge Associations

Concierge,

In the bustling lobby of a boutique hotel, the concierge often serves as the heartbeat of guest interaction, orchestrating everything from last-minute dinner reservations to exclusive event access. While major hotel chains have long recognized the value of a well-connected concierge, independent hotels are now discovering the transformative impact of partnering with local concierge associations. Aligning with a concierge association is more than just networking; it's a strategic move that can en...

Enter your email below to access this content:

Already a subscriber? Please login

Happy tourist boarding on a plane at the airport - Handsome young man taking selfie picture in front of airplane - Summertime holidays and transportation life style concept.

Gen Zers (and Everyone Else) Are Booking More Five-Star Experiences

Concierge, ,

A recent trip to England got me thinking about the price I’d be willing to pay for a “five-star” experience. Apparently, for an 8-hour flight, it’s around $500. I flew premium on the outbound leg of my journey, and then experienced a very different vibe on my return trip in economy. Even though there were physical differences between the cabins, it was clear that the real distinction was in the flight crew’s energy and service style. I’m not the only one willing to pay for an upgrade. According ...

Enter your email below to access this content:

Already a subscriber? Please login

Today’s Concierge: A Role Model of Service Excellence and Profitability

Concierge, ,

The word concierge appears almost everywhere these days as a symbol of personal service. No longer confined to hotel lobbies, concierge roles now exist across industries as individuals, departments, and even virtual services. A quick internet search reveals millions of references to concierge services, reflecting just how rapidly the profession has expanded. Consumers and guests are driving this demand with a growing desire for more personalized service. At the same time, organizations are eager...

Enter your email below to access this content:

Already a subscriber? Please login