Purpose: To ascertain if the Hotel concierge service will continue to be relevant in a technological world where consumers haveudincreasing access to information about their destination. To trace the origins of the hotel concierge, their route into the professionudand establish whether the profession is geographically localised. Their role within the hotel, working philosophy, core values andudcharacteristics were considered in relation to creating and delivering an experiential service encounter.udDesign/methodology/approach – 11 participants were selected who worked on the concierge desk in 4 and 5 star hotels inudEdinburgh. All were male aged between 20 and 64 years old, nine were Scottish, six of whom were from Edinburgh, one from Walesudand one from England. Six respondents were members of The Golden Keys Society. A qualitative approach was adopted with semistructuredudinterviews designed around key themes identified in the literature review.udFindings – No feelings of servility or inferiority were documented in the employee/guest relationship. Comparisons were madeudbetween the contextual setting and the appearance and manner of the respondents with that of a ‘performance’. The uniform wasuddeemed to facilitate feelings of empowerment analogous to having superpowers. Technology has been adopted by the conciergeuddepartment as a tool, but is considered to be ancillary to their personal recommendation and network of business and personaludcontacts and collaborators.udResearch limitations/implications – Changes in the demographics of people travelling and discounted rates being offered in 4 andud5 star hotels has resulted in general perceptions of a less elite clientele. This may have implications for the future of conciergeudservices.udPractical implications – The internet seems to have opened up this profession to enable concierges to effectively operate in audlocation they are not indigenous to. The personal recommendations that the concierge provides through their own knowledge areudused in conjunction with technology, but are not in imminent danger of being replaced by it. It may prove beneficial for the Hotel toudprovide some training for older members of staff to keep up with technological developments. This study could prove useful toudservice providers who aim to gain competitive advantage by elevating their level of guest service to exceed guest expectationsudthrough emulating the personalised service that the concierge can offer
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