I have heard it said that necessity is the mother of invention and that desperate times require desperate measures. These old adages are certainly playing themselves out through the big changes in concierge services that are happening in Las Vegas. Who would ever have thought that the heart and soul of a concierge's job and the wizardry and effectiveness of technology would culminate in a partnership that generates millions of dollars of revenue while serving customers efficiently? It's what's happening in Las Vegas and what's happening in Las Vegas should not stay in Las Vegas.

While it was the sheer volume of guest requests for concierge services at these mega-hotels that instigated the necessity for change, the bottom line is that they created a model that can be applied to dramatically increase revenue for hotels around the world no matter their size. For hotels on the Vegas Strip, there was simply no possible way that a traditional concierge desk with a few people on the front line would ever be able to keep up with the constant demands via email and website reservation requests, let alone calls and requests from guests on the property.

It took visionary thinking to maximize the use ...