Mobile Concierge:How Technology is Changing Service.
In modern-day travel and service, technology is essential. Technology is changing the way travelers accumulate information about their destination. From the moment they leave their home to the time they arrive, this new breed of guided traveler can access information about restaurants, attractions and entertainment at their destination. Using their mobile phone and a couple of well-chosen apps they can book their plane, reserve a table, read reviews, buy tickets, arrange transportation, get directions, buy gifts, and have dinner waiting on the table when they get back home. They can find answers to all their questions simply by picking up their mobile device and asking.
The Wired Traveler
These wired travelers are fluent with a myriad of apps, including Currency, Google Translate, FlightTrack, GateGuru, TripIt, Worldmate Gold, Open Table, UrbanSpoon, Shine, the Weather Channel, AroundMe, Serendipitor, and WhereIt’s, that tell them everything from the forecast to what’s around the corner to how to order in Urdu.
This new version of guided travel is convenient, efficient, easy, and appears to provide many of the same services people used to get from the hotel concierge desk.
Contrary to appearances, this does not mean that technology is turning the hotel concierge into an endangered species. Nothing could be further from the truth – though the role of the hotel concierge is undergoing some mobile-fueled transformations.
The key for the current concierge is to beat tech-savvy users at their own game. Concierges need to engage their arriving guests early in the process through the channels they are using, remain engaged through the stay and prime guests for the next stay by continuing to engage after departure.