As AI tools like ChatGPT and search engine AI Overviews change how travelers research, we’re seeing growing interest in what can’t be replaced by tech—especially the personal touch of a hotel concierge.
Below, please find some commentary from property concierge teams on the invaluable services they provide in an age of automation.
John “Fitz” Fitzpatrick – Concierge, The Eliza Jane Hotel, New Orleans, LA
- The most important thing that our concierge offers guests is knowledge from personal experiences:
- Being able to talk with restaurant managers and reservationists to make a special dinner happen
- Knowing which dishes to order at that great restaurant
- The good (and not-so-good) details on tour companies
- Understanding how to use the streetcar system (the closest stop to our hotel, for example, is not the best place to board)
- I reflect the spirit of the Eliza Jane by immersing myself in the story of the hotel and its namesake, Eliza Jane Nicholson. I enjoy telling my guests stories about the city to make their stays more enjoyable and they are always happy to hear about the building’s past and how important it is in the history of newspapers and New Orleans itself. It’s my hope that they explore the city and create their own great stories to tell back home.
Concierges offer the ability to make last-minute changes. I had a guest last year who was in town for Jazz Fest. She had to make it back home due to an emergency and needed help in changing her flight, arranging an airport transfer, and moving a restaurant reservation, all during one of the busiest weekends of the year. I was able to do all this late in the day before she needed to leave, due to my personal connections.
A hidden gem in New Orleans? The collection of Mardi Gras ball gowns at Arnaud’s restaurant. Germaine Wells, the daughter of the restaurant’s founder, was Mardi Gras royalty for over twenty years, and she saved all her bespoke gowns. It’s free to visit this small but spectacular collection and enjoy a glimpse of mid-century carnival opulence.
Carlos Santana – Public Relations Supervisor, Lopesan Costa Bavaro Resort & Spa in Punta Cana, Dominican Republic
“A concierge is especially beneficial at an all-inclusive resort because they enhance the guest’s experience by providing personalized assistance that goes beyond standard amenities like personalized recommendations for activities, restaurants, and excursions based on guest preferences. Additionally, a concierge can arrange special services like spa appointments, romantic dinners, or directions for airport transfers. In an all-inclusive setting, the concierge adds value by creating unique and unforgettable experiences, turning a good vacation into a great one.”
Kimberly Elder – Director of Sales, The Harpeth Hotel in Franklin, TN
The concierge service offers a more personalized and experiential touch compared to recommendations generated by AI. The Harpeth team takes the time to understand each guest’s interests and passions, then curates suggestions based on local favorites and unique experiences that may not show up in typical online searches. Many well-known spots are easy to find through AI, however some of our hidden gems with the most charm don’t have a strong online presence.
Several times, the concierge is contacted for special occasions like wedding nights, engagements, birthdays and other meaningful occasions – even celebrations of life. We at The Harpeth try to make things seamless and work to create that story behind their visit.
For example:
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- We have several engagements on the property and present custom champagne glasses to couples to remember The Harpeth as they start their marriage journey.
- We have had younger families with us, and they are challenged in making sure that the kids feel comfortable and having fun. We have a Kids Program that features a treasure box and teddy bear at turndown with milk and cookies. In addition, our concierge can recommend several activities that the kids may enjoy that are steps from The Harpeth.
- A number of guests are very familiar with the Leiper’s Fork Distillery, but they often are not aware of the Leiper’s Blend whiskey offered exclusively here at The Harpeth. We have a Whiskey Tasting each evening at 4:45 p.m., where guests can sip and learn about the offerings in the area.
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The team creates a very welcoming environment from the moment that they arrive, sitting down with them to learn about the guests and their desires during their visit with us. AI can’t provide that welcoming touch and engagement to each guest. The Harpeth has become “Franklin’s Living Room.” We welcome our guests and local community back home when they walk through our doors.
In addition, our Ambassadors go through training in partnership with Visit Franklin, our local tourism board, to learn about new happenings and activities to accompany their personal recommendations that guests will love.
