What is the digital concierge? What are the advantages of a digital concierge?

The digital concierge or digital concierge is a software, that is a web app, to which guests can access a hotel or accommodation in general. This interface fulfils the tasks of a true concierge, which plays a key role in every high-level tourist structure.

The purpose of the digital concierge is to make the guest’s stay experience more pleasant and comfortable: can help them in the arrival phase at the hotel providing them with a whole set of basic information, it can be useful to order services in room including catering or wellness, it is able to provide tourist information on the locality and surroundings. The digital concierge becomes a virtual figure like a real physical concierge. This does not mean that traditional concierges will be dismissed but simply flanked by more modern concierges who come into contact with guests in digital mode, fundamental in every sector.

People are increasingly interconnected thanks to the widespread and massive use of smartphones that are used for many purposes: planning trips, booking hotels and restaurants, speeding up check-in and check-out stages, organizing trips and searching for information. For all these reasons it is now increasingly necessary to use a digital concierge service for hotels.

The recent Covid-19 pandemic accelerated the digital trend to limit contacts with people.

Most of the services mentioned above are used by guests through a webapp, whose link is provided at the time of booking or is available on the hotel website.

The guest will find the Digital Concierge in room TVs and monitors in public areas, as well as on the Qr queues in reception, on the tables of restaurants and even under the umbrella!

You can say that the “digital concierge” is an essential tool that provides continuous assistance to the guest, before, during and after his stay.

Digital concierge: which are the main features

Obviously the digital concierge changes depending on the type of supplier. There are different types of digital concierge. Basically it is a web app available from your smartphone, PC or even from the hotel TV. In most cases it has a very intuitive interface where the customer can navigate between the various features. The Hotel TV present in the various rooms becomes an important touchpoint with the customer. The latter has the possibility, simply turning on the TV, to navigate with the remote control between the various services. You can often use the QR code printed or placed on various media to allow the guest to access the digital concierge service. The advantage for the hotelier is to provide information and services digitally so that its guests can remain updated in real time on initiatives and communications.Digital information can be changed at any time and customised according to the needs of hotels, even according to the characteristics of accommodation. Typically, a digital concierge features include:

• Hotel hours: breakfast, restaurant, spa, check-in and check-out times etc.
• Restaurant Service: menu, booking, meals in room, request for special dishes
• Information on the territory: weather, events, what to visit
• Tours and activities organized: excursions, excursions, etc.
• Chat: possibility to communicate with reception easily without calling
• Booking of services: spa, room service, laundry, etc.
• Maps
• Reviews

With the digital concierge, guests can quickly find the services they need during their stay in the hotel. Through a web app or directly from the TV, you can access many features within a click to better organize your stay.

What are the advantages of a digital concierge?

Digital features are advantageous for both hoteliers and customers as they allow:

• Have more time available: communications and requests via the web app are faster
• Sell services online and do upselling: the digital concierge is able to finalize the online purchase of many services (dinner in the room, laundry service, SPA activities, massages etc) without having to interface with the customer in person. You can also arrange notification services that can encourage you to purchase certain products that are placed in a higher range than the product they are looking for (upselling)
• Cook your guests: guests of hotels and accommodation like to feel followed and pampered. The digital concierge does it virtually: by means of customised notifications and messages can offer the user tailored services, giving him the idea of always being the focus of attention. The customer in this way never feels abandoned
• Get reviews: the digital concierge has a special section where you can receive guest reviews and store them. The advantage for the hotelier is to keep the customer’s satisfaction under control during the stay through chat and ad hoc messages
• Being sustainable: the possibility to access a range of online services via the digital concierge also saves printed paper for brochures, brochures, written sheets, post-it etc… In this way we avoid waste of paper favouring the ecological transition

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