As we all know by now, everything changes pretty much every nanosecond, and the scriptures from multiple past and present resources verify that everything is in constant motion, at all times. The industry of health and wellness is very much consumed by change these days in order to keep track and adapt to this changing environment, and it seems like that it is currently only reacting to the exterior demands of larger companies and individual investors, instead of setting a mark for the far and distant future. READ MORE

Technology is so ever changing that as soon as we start to become comfortable with it, a new version or more advanced product enters the market and we have to adjust and re-educate ourselves. This reality affects all hotel departments and seeing how the concierge is in the front line of the action, we have to deal with this on a daily basis and be able to react instantaneously. The mutation of this affects directly the role of a concierge and his or her relationship with his or her guests. READ MORE

Contact through social media accelerates conversation and offers more connection opportunities between the concierge and his guest, but also complicates the relationship with an overflow of information coming from online reviews. The role of the concierge, whose was until recently to be the sole source of information for travelers, is rapidly changing to skimming and sorting all of the available information for the guest. With more than half of the North American population active on social media, our guests are opening their lives to us through Facebook, Twitter and FourSquare. From a concierge greeting a guest who just virtually checked-in at the hotel through FourSquare, to assistance through tweets, the principles of good service that apply in person are transferable to social media. READ MORE

Simon Bajouk, concierge at the Ritz-Carlton Montreal, which re-opened this past spring after a multi-year, multi-million dollar renovation, likes to employ a very personalized approach to guest service in order to ensure that guests check in again and again. By breaking his guest service methodology into six categories - Experience Customization, Gift Giving, Character Judgment, Empathy, Leadership and Professional Presentation - he explains how to take the guest experience to the next level. READ MORE

Going back a few centuries to the time of castles in France, the concierge was the individual who held the keys to the castle rooms and looked after the needs of visiting royalty. Henceforth the correct meaning of the title; "The Keeper of the Keys." READ MORE