I woke up this morning wondering about what matters most to the hotel customer in 2007.
What prompted my reflection was the challenge given to 4 multimedia agencies yesterday in New York by PhizzPop: How to design a customer friendly Hotel Concierge portal.
I am not sure that after a long trip, a day spent exploring the city or in meetings we want to spent an hour or so learning how to domesticate all the tech gizmos available.
I think we want to relax.
In Hotel concierges: Hi-tech hello from a new breed of organiser Jill James reviewed (in May 2007) what the changes mean in London.
What's new according to the piece:
"It is no longer simply enough for a concierge to be able to book a restaurant table or a show. Today they must have an understanding of all the modern technology that travellers may use – from Apples to BlackBerrys – and know how to get them connected quickly when the technology suffers a glitch."
Time is of the essence for the globe trotting business traveler as noted by Michael de Kosar, 50, head concierge at The Ritz in London’s Piccadilly :
"Time-saving is so important. These days a lot of our regular clients even leave their clothes and washbags in their rooms when they check out [particularly since airport security has become tighter] and we make sure everything is in good order for them when they return."
Multi-tasking for some is not always tech related as Stefano Trovo, 38, of London’s Halkin hotel notes in the article:
"He recalls a businessman’s Valentine Day request for six bunches of red roses – all to be sent to different women."
Additionally, I suggest you read The Hotel Concierge: A User's Guide by Sophia Banay (Forbes, August 2006).
Recent London Hotel related story: Beds of the Rich and Famous, Savoy Hotel Auction