Perceptions of Hotel Concierges on Effects of Technology on Guest Service and their Positions

Susan Gordon and Howard Adler

Abstract

Perceptions of Hotel Concierges on Effects of Technology on Guest Service and their Positions This study looked at how the role of the hotel concierge has changed due to technological advancements that have allowed guests to access information via their smart phones and laptops. The objective was to determine if the role of the concierge has changed in relation to the volume and types of customer requests that concierges in the United States receive. One hundred-fifty hotel concierges employed in hotels with over 200 rooms responded.Concierges felt hotel applications and technology helped them give better information and service. However, they felt that although guests have access to a great deal of information, most guests continue to rely on personal recommendations from concierges. The literature related to concierge and technology use is sparse and therefore this paper was intended to provide a basis for future investigation. Implications relate to maintaining a high level of guest contact despite the availability of technology.