The hotel concierge desk is quickly becoming a thing of the past as more and more hotels adopt virtual and digital apps to provide guests with a more hands-on way to make travel decisions and serve guests the same way any human concierge would.
Hyatt first brought its concierge service @HyattConcierge to Twitter where guests can tweet to communicate with guest services 24/7. Marriott Hotels’ digital concierge service, named Mobile Request, was integrated in their existing rewards app. Marriott guest service requests are now available to its 50 million Marriott Rewards members before, during and after their stay. Other hotel chains, including Ritz-Carlton, Intercontinental and Conrad, also use dedicated apps to provide concierge services and activities.
Panasonic and IBM have been developing a digital concierge service that will reside in a special mirror in hotel guest rooms. The service will allow hotel guests to access all standard concierge services from one digital location on a cloud-based server.
Some of these bots (applications that perform automated tasks) are being uniquely designed with distinct personalities. The Cosmopolitan of Las Vegas recently unveiled a digital concierge named Rose. When guests check into the hotel they are given a card with Rose’s phone number that reads: “Know my secrets. Text me,” and “I am the answer to the question that you never asked.” Rose not only makes recommendations about restaurants and entertainment, she can also play games and take you on a tour of the hotel’s art collection. When Travel +Leisure magazine recently experimented with Rose, they found her to be sassy and playful. When Rose was asked which slot machines in the hotel’s casino would make you a winner, she replied, “You’ll have to play and see.”
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