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

I wonder if you are being as selective as you should be when choosing employees who are going to be representing your brand. I suspect that for many of you, the answer is probably no. I say this because there are only a handful of hotel brands that stand above the rest in terms of service, and not all of these brands are five star hotels. Delivering the finest experience should be the number one goal of every executive and team of managers. You have to hire the absolute best to achieve this noble goal. But in order to do so, you must have a culture that treats employees as well as you treat your guests. READ MORE

When a guest suffers from acute pain in the neck, shoulder or hip, they usually want to receive a treatment with an effective technique that makes this pain go away instantly. They want to be pain free forever, because pain is a negative side effect and counterproductive to homeostasis. This is not what instant gratification is - this is instant pain relief. Regardless of the type of Treatment the client receives, they need to follow through on the post treatment advice given by the therapist, such as a possible extensive rehabilitation program, stretching regimen of the muscles and/or other health related programs to ensure that the pain does not come back. A Spa or Wellness Center is not and should not be a place for instant gratification. It is a place of healing, prevention, health improvement and/or recovery from any previous illness or injury. It should also be a place where people feel good, happy, joyful and most of all relaxed and stress-free. 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