Nedry, President. Hospitality Excellence, Inc.
What to my wondering eyes
should appear, but a giant
imbedded computer screen across which the concierge and I could peer.
these times of so many technology innovations, some of which can be
detached and frustrating in hospitality environments, I was astounded
whole new look and feel at the InterContinental Miami concierge desk. A
uncluttered, streamlined desk with a gigantic computer screen imbedded
table stood before me. Chef Concierge Eduardo Rosello, stepped around
side of the desk, and stood next to me. That’s when he brought out his
finger…and touched the sleek desk and computer screen. He swirled his
around a few places and absolutely delighted me with what he could do.
personal, exciting, even intimate yet also professional and
interactive. It was
a completely new experience for getting information and resources from
concierge and added a whole new level of engagement for both guest and
Gone is the desk with papers, pencils and maps and with
it a cluttered look. The new desk features interactive touch screens
complements the exhilarating, stylish and energetic feel of the lobby
unique flair for which Miami is known.
|These screens offer information about the
events, weather, cultural events and airport information. They enable
and the Concierge to both navigate through information and be "in the
know” while interacting with one another. Then, if anything else is
after this interacting phase with the guest, the concierge can provide
additional information in the form of brochures, literature, booklets,
promotions and discounts which remain out of site but within easy
When asked why they installed this new feature and what
led to it, Chef Concierge Rosello explained, "The InterContinental
is a landmark. Miami is a trendy city and we wanted to be on the
of technology. These screens were designed specifically for this hotel
innovative flair to the traditional role of the concierge".
luxury at the downtown
With guest techno-savvy higher than ever and all the
iPhones, iPads, iPods and androids that guests arrive with, the
to constantly be one step ahead so they can continue to be the strong
guests expect but also evolve with changing needs and interests to keep
excited and engaged . Maintaining that personal touch and experience
the concierge can deliver yet also provide value in new and innovative
why this profession continues to be in demand and a key to guest
Chef Concierge Rosello, also a member of Les Clefs d'Or,
the prestigious international concierge association, says that “The
guests has been incredible! Everyone that approaches the desk is
touch it and navigate through the various applications. They have never
anything like it before and are certainly quite impressed with our
interactive desk.” He notes that guests are amazed by the different
that can be achieved by the screens and how quickly they can solve
one particular case during the recent severe storm in
the Northeast, the concierge team was able to give up to date
regarding real time flight information since the screens are connected
International Airport. They were able to provide the guest with
information on the spot and avoid the frustration of busy phone lines.
basketball in season, the concierge and interactive screen team are
into Miami Heat basketball and can show guests different game
visually show them seat and ticket options.
Applying this kind of ingenuity to ordinary moments and
turning a simple question to the concierge into an interactive
experience is a
powerful business strategy. Hoteliers who spend the time to research
develop new ways to address basic tasks and yet still deliver efficient
will end up with delighted guests. Delighted guests spend more, tell
friends, write better reviews and will want to come back for more!
The concierge desk has become a hub of guest engagement
and a magnet for more personalized experiences. Instead of using
replace concierge functions, the InterContinental Miami recognized how
unique technology could augment the personal touch of the concierge and
the value of this resource for guests. The result has been the exact
of what has been feared when technology tools have been introduced in
environments; reducing staff. Instead, it has been a strong motivator
impulse decisions on things to do both in and outside of the hotel and
the concierge to better define, manage and package guest preferences.
It has also been an invigorating change for the concierge
team. Chef Concierge Rosello notes the concierges are thoroughly
new desk. "It allows the concierge to do a bit of a "show" when
sharing information and using the applications simultaneously. It
way we communicate and share with our guests." The concierge team is
more energized to connect with the guests and feels newly infused with
enthusiasm as they explore all the ways to play with their new
"gadget" to benefit the guest experience.
One guest commented that it made his encounter with the
concierge more efficient. "The concierge gave me more choices, more
quickly and that helped me feel better about my decisions that evening".
interesting dimension that appeals to guests is
the visual impact. In face to face communication, a UCLA Study from
Mehrabian, Ph.D, showed that 55 % of our interactions are influenced by
language, 38% by tone of voice and and 7% words used. This interactive
screen allows the concierge to have that greater face to face impact
language through the touching and responding to the screen with the
concierge and guest share more of this interplay of the senses and are
connect and experience the delivery of service together. Ironicly, this
represents a powerful solution to guest frustrations with too much
impersonal and rushed interactions. It showcases even more the many
the concierge in an entertaining way, using technology to compliment a
personal experience instead of distract from it. And, other guests
waiting in line for their turn as opposed to being impatient as it's
watch each guest discover something new.
Guest Michael Platner
experiences the special touch of
Concierge Desk at the InterContinental Miami Hotel with
Concierge Juan Carlos Velasco
This program and technology solution was designed
specifically for the InterContinental Miami Hotel by Edwards
Technologies, a firm
that creates audio visual entertainment technology and unique
systems, based in El Segundo, California. Brian Edwards, Chairman of
for the 30 year old firm said,” We reached far into the future to
programming for the InterContinental Miami and considered how to
needs and opportunities with more engaging experiences.” He noted that
addition to the two concierge surface table computers which he likens
giant IPAD plus more, his firm designed nine smaller lobby cocktail
embedded computer screens to add even more options for InterContinental
guests. Guests can sip drinks, taste appetizers and search for ways to
the rest of their stay or visit and explore things going on in the
well as around Miami. These cocktail tables will further drive business
personal touch of the concierge with a “call concierge” button after
has done their own search and wants to take action on what they found.
will be part of the next phase for Chef Concierge Rosello and his team
yield even more “WOW!” according to Rosello. Edwards notes that these
and strategy actually become a 'sales agent' for the concierge. They
serve as a
profit center for the hotel and reinforce the value of the
concierge team and their skills in exceptional service delivery to
guests even more.
The Miami InterContinental team feels they may have a
unique thing going as they do not know of any other hotel using this
and design in any hotel in the U.S. although countries known for
developments in technology may be exploring something similar.
Bottom line...there are always new ways to “tap” into the
guest experience and explore how to make moments more memorable. Chef
Rosello and his team have that special touch.
Reprinted with permission from hospitalityexcellence.com
About the Author
Nedry is President of Hospitality Excellence, Inc., leaders in guest
management. Ms. Nedry has developed a unique 3D Servicesm methodology
to take guest service to the next level. Her firm focuses on guest,
and client service, the concierge profession and service excellence
for management and frontline employees. To learn more about Hospitality
Excellence programs, exceptional service and the new 3D Services Online
training program - a New Dimension in Service Excellence, visit www.hospitalityexcellence.com. Ms.
be contacted at 877.436.3307 or firstname.lastname@example.org.