The role of the concierge in improving guest’s experience and revenue metrics

Abstract

Ever since the medieval years, hospitality establishments offered services to fulfill the needs and experiences of their guests and visitors through innovative concierge or personalized services. How important do you think that the role of a concierge is in building a customer‘s loyalty? What means can ―the keeper of the keys‖ use to build revenue for the hotel? Can a concierge be used as a useful marketing tool? Is the future of concierges in imminent danger of being replaced by technology? This thesis will advance the framework through a case study to determine the role of the concierge in the current hospitality industry, examine the role of technology and how it will affect the role of the concierge and finally whether guest relations is the key to offer great experiences and quality service in order to build revenue in the touristic product. The purpose of this research is to analyze, first, how and why customers in luxury resorts seek concierge services and, second, how these services are and will be applied in the luxury hotels. Consequently, we will present the benefits of a satisfied customer. The methodology is based on a case study, using both primary and secondary sources.