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Another that do not provide traditional concierge

Another important thing
to mention, the definition of concierge services need to be expanded to more
than just a knowledgeable employee. This could mean smart digital devices and
programs doing this job. Software companies are creating systems and
applications that can offer information that do not provide traditional
concierge services such as restaurants tips, driving directions, flight
arrivals and departures, etc… However, these services could be more attractive
to Millenlials, while older and international guests, visiting the city for the
first time, may prefer personal service.

 

Bjorn Hanson, divisional
dean of the Preston Robert Tisch Center for Hospitality, Tourism and Sports
Management at New York University says,

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 “With the proliferation of midprice and
limited-service brands, high-tech concierge services represent an effort by
hotel companies to differentiate themselves, to add a service that usually
ranks among the highest for guest satisfaction and to achieve higher rates,”

 

Some
hotels like Hyatt are using Twitter- based high-tech concierge services. They
allow the guests to send requests using Twitter to a username called
HyattConcierge, where the agent in charge has to respond to messages within 15
minutes. If the request requires a detailed response the agent will e-mail or
call.

 

E-tourism
represents a paradigm-shift to the hospitality industry. The typical buying
process is formed of a sequence such as problem reorganization, search for
information, evaluation of alternatives, decision to make purchase and most
importantly the post purchase behavior. Marketers within the hospitality businesses
have to solve the mystery and understand the behavior at every stage. Not only
that but Hotels are challenged to offer a high tech “E-experience” living up to
customers expectations.

 

 

 

 

 

 

 

 

In
conclusion, social media and online technologies transformed the consumers’ decision-making
journey by influencing the whole process beginning from online search to
decision-making and ultimately booking hotels. We now talk about a “hotel
consumer decision-journey through social media”.

 

Technology
has infiltrated almost every aspect of our lives and developers in the
hospitality businesses need to understand the importance of this. 

Many
businesses in the hospitality industry are already beginning to engage and make
use of these technologies to satisfy guests and taking advantage of social
media as guests check-in and share their locations, tweet about their
experience on Twitter and share their holiday photos and hotels stays with
followers from all over the world on all social media platforms mainly Instagram
and Facebook. This trend doesn’t seem to be ending soon, some even say this is
only the beginning, and hotels should be expecting to see even more social
media engagement from guests who use these platforms to give feedback about
their experience, complain and give compliments about their stay. Guests expect
hotel staff members to provide feedback and address and complaints or queries in
real-time, if possible.

Marketers
within hospitality fields as well as hotel management need to manage this trend
proactively. Consumers are no longer fooled by big campaigns and tend to make decisions
about where they’re going to travel to or book a stay based on
community-developed content and rating systems such as Trip Advisor and social
media.

For
hotels and leisure groups to be able to stay on top of what’s being shared and
what’s being said about them on the online world they need to develop active
social media monitoring and communication strategies and make sure that their
staff members address feedbacks that have been given online.

Experience
wise, hotels are challenged to meet their guests’ expectation and attract new
custom by offering a smartly designed high-tech experience where clients feel
in control of their journey. High spec HD televisions in hotel rooms are no
longer sufficient! Customers’ expectations are growing bigger every day.

 This is true within every industry and in none
more so than the hospitality industries. All of these are not easy challenges
to face especially that such changes a very costly. All we can say to hotels is
to strike the iron while it’s hot!

 

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