Even more upscale brands that employ human concierges are joining in, by offering location-specific information, accessible via the Internet, iPhone apps and even live chats. And all Hyatt hotels let guests send requests, via Twitter, to customer service agents who are on call 24 hours a day. When it comes to concierge services, “we as an industry cannot operate in an analog way in a digital world,” said John Wallis, global head of marketing and brand strategy for Hyatt Hotels. With the proliferation of midprice and limited-service brands, high-tech concierge services represent an effort by hotel companies “to differentiate themselves, to add a service that usually ranks among the highest for guest satisfaction and to achieve higher rates,” said Bjorn Hanson, divisional dean of the Preston Robert Tisch Center for Hospitality, Tourism and Sports Management at New York University. Get the full story at The New York Times