The Hospitality and Tourism Industry Is Truly Beautiful

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As technology continues to advance, hotels and tourism industries also need to continue progressing to maintain customer satisfaction levels. One method of communicating information to customers is a traditional hotel concierge gives information to customers about the hotel and local area. A traditional concierge is an individual that works at a hotel that gives customers recommendations on local restaurants or shopping centers and more. They also perform hotel-related tasks and ensure positive customer satisfaction is met. While this is an important job and essential in the hospitality business, a traditional concierge works set hours and, in some hotels, not always accessible.
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That all being said, technological advancement is now allowing hotels to establish virtual concierge systems in their facilities. This can come in many forms. Usually, this comes in the form of systems in lobbies, or small devices set up in to assist customers with information about both the hotel and the local area around the hotel. Hotels can now place tablets in hotel lobbies with information displayed about hotel amenities or local area restaurants and attractions and keep up-to-date information easily accessible to hotel customers 24/7.

Furthermore, a new concept is having personal assistants like Amazon’s Alexa for Hospitality in hotel rooms for customers to have tasks like wakeup alarm set, toiletries requested, or room service ordered.
This poster is intended for the hotel business and will show hotel management how the advancement of a virtual hotel concierge can help their business. Those viewing this poster will get an idea of an upcoming technological advancement that will soon be more prominent in the hotel industry.
Replacing a traditional concierge with a virtual hotel concierge will not only increase hotel customer satisfaction but this will also allow the hotel to further advance into the technological revolution. Significance The traditional concierge has been around since the 1800s. This position used to carry the facility’s keys and help ensure customer satisfaction (Watson, 2007).
This job ultimately evolved and adapted as time went by. Since the 1970s, the concierge became someone who assists customers with information both in and outside of the hotel. This can be a broad range of information the concierge needs to have: local restaurants, businesses, hotel amenities, shopping centers, maps, and more. Although, now we are in a time of major technological advancement. With the invention of smart devices, the ability to access information has become much easier. This technological innovation has made an impact on the concierge business and is continuing to improve with electronic speakers in hotels as well (Ting, 2018).
This means that the use of the traditional concierge is becoming less prominent in the hotel industry. Customers are now looking for new and updated ways to retrieve information, and hotels are evolving the job, once again, by making the concierge a virtual reality. Hotels are making places for customers to look at kiosks in the hotel lobbies for information both easily accessible as well as up to date. These kiosks can be more efficient since the information comes straight from the internet. Not only that, but a virtual hotel concierge can assist with tasks inside the hotel as well. Some hotels now offer a concierge service available in the hotel room.
Hotels are even using a new Amazon Alexa product programmed for hotels (Hartmans, 2018). This device, or others like the Alexa, lets customers order room service, request amenities, or even request a wakeup call (Trejos, 2018). This is important because this allows hotel staff to efficiently care for customers with the help of this virtual concierge and keep an electronic record of needs coming from each room. Content The poster will be presented on a trifold with the title at the top of the center panel. Below the title on the center panel, there will be a general overview of my topic explaining what my topic is and what exactly is important about the topic. There will also be some examples of the advancements and devices that are now available in some hotels in terms of Virtual Hotel Concierge.
The left panel will explain the advantages of a virtual concierge inside the hotel. There will be a list of commands some personal assistants already are able to make. Like previously stated, some of these commands can be ordering room service or requesting toiletries. On the bottom left panel, I will give examples of businesses using these products. While devices are shown in the center panel, this will be more in depth as to which companies are doing this. For example, Marriot is using Amazon for Hospitality.
That is only one example that I would have to show ways that this is being done. The right panel will have examples of ways that a virtual hotel concierge will be used outside of the hotel. Examples include finding recommendations for restaurants in the area or checking the weather. Some concierge services may even be as advanced enough to make reservations for a dinner or an attraction. The right side will also explain the background of security measures that are taken into consideration for those that may be skeptical of purchasing the product or having a speaker in their hotel room.

Kate Robbins

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