Hotel Concierge desks in today's economy have been tasked and have embraced additional responsibilities that go well beyond the norm of creating exceptional itineraries and reservations for our demanding guests. Case in point; running business centers and gift shops, shipping and receiving, spa and internal dining reservations to list a few. In recent years some hotels have chosen to outsource their Concierge services. New York and Hawaii have been amongst the most affected, with other cities to follow. READ MORE

As the world becomes more reliant on technology, it's only fitting that the hospitality industry follow suit. A virtual concierge presents the industry with the unique opportunity to be available to guests 24/7 through a medium they are completely comfortable with. Your virtual concierge can exist within a mobile application, on your website or through your television, and each medium presents various opportunities for concierge services. 58 percent of Americans watch TV while simultaneously using their smart phone or tablet; having a virtual concierge on one or more of these mediums can be extremely beneficial to the satisfaction of your guests. READ MORE

First Ladies, like Michelle Obama and first lady candidates like Ann Romney during this election year in the USA, are pioneering new paths of influence in today's society and many first ladies have used their position to change perceptions and raise awareness for lesser known causes. Adding to that power throughout the world, that path of influence, that leadership and that impact are several "First Ladies" in the hospitality arena as this year is also a unique one in the history of the concierge profession. The hospitality industry's ambassadors of service, Les Clefs d'Or, the professional association of hotel concierges, representing the top 3% of the concierge profession has their own First Ladies making an impact in their countries and around the world. READ MORE

There is much speculation on what concierges do to accomplish their small miracles. There is always a little mystery and a little magic, but arguably there is a lot of hard work to set up their information systems, their networks, and contacts to "make it happen". In this article we will examine some of the most basic techniques they use to make it look effortless. Imagine that one of their biggest motivators is the frequently asked question! What do they have in common with Hermione in the Harry Potter books? How are they like some of those geniuses mentioned in Malcolm Gladwell's book, The Outliers? You won't want to miss this article. READ MORE

Paul Still, Head Concierge and President of The Society of the Golden Keys of Great Britain & the Commonwealth recounts his involvement during one of the most exciting shows on earth, the London 2012 Olympics. During the London 2012 Olympic Games, the London Hilton on Park Lane was used exclusively as the Headquarters Hotel for the International Olympic Committee, accommodating all IOC members and a variety of their guests, Heads of State, and senior politicians from the 204 countries competing in the London 2012 Games. Mr. Still shares this experience from a concierge perspective. READ MORE

It's no surprise that Cadillac hired Ritz-Carlton to help them deliver a luxury experience that creates lifelong memories. In fact, many businesses, including retail and other high-end automotive brands, benchmark against hotels to aid them in bolstering customer loyalty. Customer service expert, Holly Stiel, explains the importance of the feelings that permeates the entire customer experience. Service, at its core, is about how people feel. READ MORE