What is a Virtual Concierge and How Can the Hotel Industry Benefit from it?
By Tom O'Rourke President & CEO, O'Rourke Hospitality | December 16, 2012
What is a virtual concierge?
A virtual concierge can exist in any virtual realm. Your hotel could chose to develop a virtual concierge within your mobile application, on your website or as part of your television. A virtual concierge serves guests in the same ways that a typical concierge would. Hotels that use a virtual concierge often have increased loyalty, reduced turnover and an increased ROI for the medium their concierge resides on.
A common misconception is that a virtual concierge makes your on-property concierge less relevant. A virtual concierge doesn't make your on-property concierge any less relevant because, although it can be used on-property, one of the biggest benefits is that it works for the guest before they even arrive at the property.
By utilizing a virtual concierge you allow your concierge to help guests more efficiently and more often because for simple problems they can now turn to their smart phone. A virtual concierge allows guests to make or change room reservations with ease by using the device they are already comfortable with. A virtual concierge allows guests to make and change spa and restaurant reservations 24/7; they will no longer have to call within a certain timeframe. For event planners and brides using the app, it can help with some of the stress of event planning. They can use the app to book blocks of rooms with their specific specifications or to submit a request for towels or room service once they arrive on property. A virtual concierge also allows guests to easily email the front desk or house keeping and also acts as a trip planner by showing guests where all of the local attractions are.
Functions and Features of a Virtual Concierge
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