Is Your Concierge About to Go Digital

As computers started to make their way into the work place, many people worried that they’d lose their jobs to these digital creations. In some cases that happened, in others it enhanced the work, and in still others it created entirely new positions or departments.

But jobs that take the personal touch of a human always seemed to be a safe domain. Nonetheless, bank tellers have been replaced by ATMs. And what might self-driving vehicles do to long-haul truckers or taxi drivers?

Now it looks like the beloved hotel concierge could be losing job security.

A recent New York Times article (“The Great Concierge Debate: Digital or Personal?”) by Mike Seely introduces us to Krista Krauss Miller, a former luxury concierge, who has created When in ROAM, an online concierge service. Miller’s company launched in 22 major American cities and two Hawaiian islands.

“In each of these places, at least one living, breathing concierge is contracted by When in Roam to provide itineraries that are customized based on an online questionnaire.”

There’s also Your Local Cousin, “which pairs intrepid global travelers with ‘vetted local experts’ who can point then to the most authentic area haunts and even create personalized itineraries of up to 11 days for a fee of $60.”

Who would use this service? Miller says, “For the most part, we’re trying to reach users who don’t have access to a [physical] concierge. This might be someone staying in an Airbnb or with family or friends, or hotels without services.”

So have we seen the end of the living, breathing concierge in the hotel lobby?

Robert Marks, the chief concierge of San Diego’s Omni Hotel says, “One of the great joys of having a concierge is you build this wonderful relationship with them. They get to know your life and share their expertise. That face time is so valuable.”

At NHS Global Events, our core belief is that white glove service is of great value. The platform may have evolved, yet we all seek stellar service from experts.