5 Advantages of Hotel Concierge Apps

Offering a digital concierge is one more way your hotel can stand out from competitors.

Many guests turn to the hotel concierge for transportation and restaurant reservations. And those are just two of many concierge services provided. A hotel concierge can also book spa reservations, snag tickets to concerts and events, provide directions and try to fulfill even the most unusual or demanding guest requests.

Hotel guests aren’t the only segment expecting concierge services, either.

“Many top-level managers, VIP customers, celebrities and other consumers outsource routine or specialized tasks to concierge services or personal assistance services to save time,” according to a market analysis report from Grandview Research.

In 2018, the global concierge service market was valued at more than $537 million, according to the Grandview report. That figure is expected to increase consistently at a compound annual growth rate of 5.3% through 2025.

There’s a good chance guests expect concierge services even if you don’t have a concierge stationed in the lobby. That’s where a concierge app can help.

What is a concierge app?

Concierge apps are relatively new in the hospitality industry, says hospitality technology provider PixelPlex. A hotel concierge app performs many of the same services offered by an in-person concierge.

“Mobile concierge apps can be viewed as a traveler’s personal assistant that can help them quickly book lodging or a table in a restaurant, orchestrate hotel registration or organize an excursion,” says PixelPlex.

“Hotels can develop digital concierge solutions to streamline the registration process and provide travelers with real-time data on hotel facilities.”

Front desk concierge apps allow guests to check in and out, order room service and request other services. “These applications are like a replica of a human operating at the front desk of a hotel and they allow users to order a service in just a few clicks,” says PixelPlex.

Travel concierge apps allow guests to book flights, get restaurant and sightseeing recommendations and other local information. Conference organizers use conference management concierge apps to send conference agendas, reminders and more.

Benefits of concierge apps

There are several benefits to offering a hotel concierge app, according to PixelPlex:

1. Reduce costs

“With concierge apps, there’s no need to hire and train employees to handle those concierge requests and reply to client queries,” says PixelPlex. “This way, businesses can significantly reduce the costs of staff hiring and training.”

2. Personalize guest experiences

A concierge app collects a large amount of data about each guest who uses it. Your hotel can use that information to offer a more personalized guest experience. With concierge app data, hotel staff is better informed, enabling them to anticipate guest needs and requests.

3. Boost guest engagement and loyalty

By delivering an efficient and hassle-free service, you will be able to build trust and loyalty among your clients,” says PixelPlex. “This way, a concierge app becomes a powerful tool to communicate your brand and increase customer engagement.”

4. Create new revenue from third-party vendors

A concierge app provides an “all-in-one solution” for guests seeking taxi and ride-share services, delivery services and more. This opens the door to collaborating with third-party vendors to increase revenue while providing an enhanced guest experience.

5. Improve staff efficiency

When guests use your hotel’s concierge app to make requests, that frees hotel staff to spend time on other customer service functions. “With direct access to client feedback, you can evaluate staff efficiency and optimize your internal processes,” says PixelPlex.

It’s unlikely that hotel concierge apps will replace the human interaction that an on-site hotel concierge service offers. However, providing a hotel concierge app for guests can greatly enhance the guest experience.