What about the concierge role has changed? Mobile devices and the mobile internet have changed the way in which travelers are dependent on the concierge. Before Google Maps, guests almost always stopped by the concierge for directions on their way out. Today’s guests, by contrast, are more informed about their options, and how to get there. However, there’s still a big need for discovery and local insight. 77% of guests’ trip planning still happens on property. Guests continue to seek the expertise of the concierge, particularly when it comes to distilling this abundance of easily-accessed information. Guests also continue to need help planning and scheduling their stay. Today’s concierges need tools to leverage, organize and share their local knowledge. On-demand and consumer-friendly technologies have changed expectations of guests and concierges’ expectations of their own technology. Get the full story at Alice