The Future of the Hotel Concierge

 

Concierge as we know it is not just customer service. It’s an art. One that takes years to hone. A Concierge has to more than a good listener, but needs to be able to think and act quickly (It also doesn’t hurt to be well connected in the service industry). But, more importantly, they have to want to do it. Some would say the Concierge is an endangered species in this industry, but we don’t think so. While generation Z may be quick to utilize technology over human interaction, there is still very much a need to better provider personalization through actual human engagement.

A handful of my experiences with concierge have resulted in some of my most memorable stays. I’ve had Concierge surprise me on more than one occasion by their ability to remember and act on some of the simplest and little things, but when someone does that, it’s often very meaningful and memorable.

From having a guest’s friends pick up the check for an anniversary dinner to helping recreate a first date. Our customers use Hoperator to engage in authentic, personal and meaningful interactions with their guests every day.

As technology works its way into the hospitality experience, information of every kind quickly finds its way to eager fingertips. Whether it’s the guest or the hotel staff. But, being able to look something up on the internet or access a mobile app is no substitute for listening to a conversation, processing that dialog and then formulating a suggestion.

Not many hotels have the capacity to staff a concierge position. But, the concept of allowing accommodations of all types the ability to extend authentic, personalized service to their guests is part of what inspired us to build Hoperator. We help our customers create meaningful, personal engagements with their guests.

Hoperator can both augment a Concierge’s toolbox and help hotels without Concierge staff distribute the role to key staff members who have the ability to engage on behalf of the hotel.

Our customers find that Hoperator not only saves time, but it is extremely convenient for guests, as conversations don’t even have to take place in the hotel. Guests can simply message the hotel from anywhere. Whether they are down the street, or waiting in line for a restaurant that they didn’t have reservations for. And, the average Hoperator conversation is two minutes and thirty four seconds.

More importantly, the entire conversation is available to the both the hotel and guest at anytime. Which keeps the dialog open and the important (or maybe simple) things easily accessible to reference later.

From having a guest’s friends pick up the check for an anniversary dinner to helping recreate a first date. Our customers use Hoperator to engage in authentic, personal and meaningful interactions with their guests every day.

We exist to help hotels extend their hospitality and service into communication channels. We believe that messaging and communication is an efficient and modern way to extend your concierge capabilities to your guests to help provide memorable customer experience.


Thumbnail Photo by Jonas Jacobsson on Unsplash

 
Chris Douglas