The role of the hotel concierge might never disappear entirely, but advancements in technology (and changing attitudes from the guests who use it) are supplanting the need for human contact in many hotels around the world.
“The current role of the concierge is to provide information and services to guests,” said Kevin Murphy, chairman of the Hospitality Services Department at Rosen College of Hospitality Management in Orlando, Florida. “Their role will never diminish, but it’s going to be a much more specialized type of service that they’re providing.”
According to Les Clefs d’Or, an organization for professional hotel lobby concierges, there are 595 concierges wearing the group’s crossed gold keys insignia in the United States, a 14% increase since 2009.
Two trends could affect those numbers, as well as the actual role of the concierge, Murphy said.
By: Robyn A. Friedman (HNN contributor)
The above is an extract of the original article available at: HNN