Technology’s Role in Reinventing the Concierge, Not Replacing It

I was a concierge many, many moons ago in Beverly Hills. Most people know the hotel—it was the *Pretty Woman* hotel (the Beverly Wilshire)—and after a year on the front desk, I was able to move to concierge, which I loved.

I enjoyed the autonomy, but I also enjoyed the chance to go above and beyond and help resolve any challenge a guest might have, which is usually: ‘I’m new to this place. I need this, I need to go here, I need some ideas of where to go.’

Being able to step in and be…