Without a doubt, the hospitality industry is in an evolutionary state of sweeping change. While many in the sector are seeing transformations occur daily, others are watching from the proverbial sidelines, eager to bring back in to play the game of hospitality they’ve loved and known so well. But for those accustomed to providing high-touch service in a hotel setting, what does the future of hospitality truly look like? One of the best examples to examine is the traditional hotel concierge role.
The word concierge is French, meaning the ‘keeper of keys’, and during the Middle Ages, a concierge did just that. When castles across Europe hosted visiting nobility, the concierge kept the keys to the castle rooms while ensuring that guests had everything they needed during their stay. Fast forward to more recent times, and the concierge has become the ‘go-to’ person with the connections, resolve and composure to execute any request, regardless of how peculiar. A position within a hotel that is more than just customer-facing, the hotel concierge is the guest’s liaison to the property itself, as well as the neighborhood and community that lies beyond the front doors.
When considering the future of both hospitality and the concierge profession, no one is better qualified to discuss the topic and offer insider insights than Robert Marks, former President of Les Clefs d'Or USA and current Director of the Americas Les Clefs d'Or International (also known as UICH). Based in San Diego, a city reliant upon convention business, Marks has seen first-hand the challenges that the industry faces. With a convention center that’s been temporarily transformed into a shelter to help house the homeless—indeed, a noble effort by the city’s leadership—this move is unquestionably indicative that San Diego is not expecting convention business any time soon.