The Evolution of the Concierge

by Michele Cheplic | More from this Blogger

07 Oct 2007 11:43 PM

When was the last time you used the services of a hotel concierge? (Perhaps, a better question is: Have you ever used the service of a concierge?) I can count on one hand the amount of times I have asked for assistance from a concierge. But, that number also reflects the amount of times I have stayed in an establishment that offered the service.

These days with technology driving virtually all aspects of the travel industry it's no surprise that hotels are now revolutionizing their concierge operations. Luxury properties around the world are upgrading concierge services and training staff members to improve their knowledge of the area surrounding each property. (Did I ever tell you about the time I asked five different clueless employees at a Hilton in Carmel, Indiana for directions to the nearest Target before one of them actually called the store to get the directions for me?) Meanwhile, other hotels are using technology to help disseminate useful information to guests.

For example, Marriott's TownePlace Suites plans to install 8-feet-high, 8-feet-wide maps marked with restaurants and local places of interest on the lobby walls of all 128 hotels by next June. Also, starting next year, all Marriott properties will give guests pocket guides and two-sided cards with local information. The information includes directions to the nearest Starbucks, gas station, post office, and local restaurants. The card also includes a map of local streets. If you are staying at a Courtyard by Marriott look for "Go Boards," flat-panel HDTVs in the lobby. The monitors broadcast local information, including restaurant recommendations for guests.

In you are a frequent guest at Loews, the 18-hotel luxury chain, keep your ears tuned for the new "In The Know" program, which calls on concierges to come up with a list of local tips on a weekly basis. The employees share the information with front-desk staff and porters, who then pass along the tips to guests. Hotel porters are supposed to provide the tips when delivering bags for guests after check-in.

Meanwhile, for all you loyal Hilton guests, the company recently announced it plans to implement a virtual concierge service, eHost, that guests can use in their rooms at all North American hotels. To access the service you use the hotels' free high-speed Internet connections. The virtual concierge service then provides around-the-clock information about restaurants, attractions, events, movies, shopping and transportation. A much needed service especially at their Carmel, Indiana location.

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Learn more about Michele Cheplic

Michele Cheplic was born and raised in Hilo, Hawaii, but now lives in Wisconsin. Michele graduated from the University of Wisconsin-Madison with a degree in Journalism.

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