For the purpose of this article and illustrating the capabilities of the Virtual Customer Service Assistant (the VCSA) we have taken the article written by Steven John on 2 May 2019 titled '6 questions you should ask the hotel concierge to get the most out of your stay — and 1 question you should never ask' and compared the author's statements to today's virtual realities. Here is what has come out of it.
'Concierge' role
Steve John wrote: 'A hotel concierge's job is simply to make each guest's stay at the hotel as pleasant as possible.Concierges need to know every last detail about their own hotel while also staying abreast of what's happening outside, with comprehensive knowledge of local options for dining, entertainment, transportation, and more.'
Be Customer Smart view: How does the VCSA compare to the above description? Well, it matches it precisely with an extra valuable addition - the VCSA not only knows every last detail about the hotel but also if necessary can find any relevant and up to date information about 'local options' in seconds. No time wasted looking it up or flipping through brochures and leaflets, or digging into one's memory, or making any calls. While the traditional concierge is gathering his/her wits for the task, the VCSA will have already answered the question.
Expectations
Steve John wrote: I've traveled enough to know that a concierge can help make your stay better as long as you don't expect too much. If you keep your requests realistic, then the old adage that "it never hurts to ask" holds true, and often ends up netting you a larger room or other benefits. But just as often, be prepared for a polite rebuff when you ask about that upgrade or late checkout.
Be Customer Smart view: How does the VCSA compare in terms of expectations and helpfulness? The VCSA can certainly make your stay better even much better than the traditional concierge. How? Although the requests should be realistic the Virtual Assistant can handle the task creatively and respectfully regardless how outlandish one's request might be. There will not be raised eyebrows, rolling of the eyes, stern stares, or any other grimaces - just a polite, informative, and helpful answer. In terms of upgrades, if such is available the VCSA will certainly inform you about it, if not - then in equally polite manner it will reply accordingly. The late checkouts are not dependant on the concierge but on the arrival schedules of other guests and capabilities and timeframes of the housekeeping department.
'Lowdown'
In his article Steve John quotes a certain Stirling Kelso, travel writer and founder of Half Pint Travel -"They [concierges] are experts on room inventory and availability — and they have time to give you the lowdown."
Be Customer Smart view: Really? The room inventory and availability are simply the data stored in a hotel's computer and the real expert on that is the Virtual Assistant as it can access this data in seconds and provide you with an answer. No 'lowdown' included. Leave it with the traditional concierges.
And now the very 6 questions Steve John based his article on:
Q 1: Which rooms at my booking's price point have the best view or amenities?
Steve John's advice: 'Not all rooms are created equal, even those at the same price point. Ask the concierge which rooms "are the most updated or have the best views," Kelso advises, even if you're not asking for an upgrade. The concierge may well ask the front desk to put you in the best room your rate offers.'
Be Customer Smart advice: Ask the VCSA which rooms 'are the most updated or have the best views' and then request if you can have an upgrade. If such an upgrade available you will be informed in seconds as well be able to change your booking.
Q2: Are there membership programs I can join? And what do they offer?
Steve John's advice: 'Asking to join a membership or loyalty program shows that you are committed to the hotel as a brand, not just a place to stay for a night or two. As they fill you in on the rewards programs offered, the concierge may well also add in a few extras or upgrades for you.'
Be Customer Smart advice: Certainly, you can ask the VCSA about the membership programmes available, as you will receive a full and informative answer that will help you make your decision of joining or not. What for those might be 'extras and upgrades' courtesy of a concierge, since the VCSA is impartial and unbiased, instead of just 'hoping' for extras or upgrades simply request them from the VCSA as it is you who is in control not the VCSA or concierge.
Q 3: Is there anything you can do to help me and my partner celebrate a special occasion?
Steve John's advice: 'More often than not, a concierge will be more than happy to arrange for a bottle of champagne or some roses to be left in your room, and with a special note you dictate, as well. They'll be happy to help and glad you chose their property for your celebration.'
Be Customer Smart advice: Simply ask the VCSA the question. It will give a list of options to choose from. Make your choice and then request them in your room. It is not about what the concierge feels like providing, it is about you and your wishes.
Q 4: I forgot this, that, or the other thing — can you help out?
Steve John's advice: 'There's never a reason to go without a razor, toothbrush and toothpaste, comb, or other small personal item when you're staying at a decent hotel. They have these items on hand, so feel free to ask the concierge; he or she will help out.'
Be Customer Smart advice: In a truly luxury hotel such trivial items as 'razor, toothbrush and toothpaste, comb, or other small personal item' should be in every room for guests' use but if they are not then all you need to do is ask the VCSA how you can get them. If the hotel has taken care of such eventualities then the VCSA will be able to help, and if not, then the hotel is not really a luxury one.
Q5: What can my kids do here for fun?
Steve John's advice: 'Many hotels have play spaces for kids, so make sure to ask. Better yet, the play spaces are often tucked away out of sight, causing less of a disturbance for other guests. Conversely, most hotels also have pool hours where kids aren't exactly welcome, and it's important to respect that.'
Be Customer Smart advice: Place the question with the VCSA - you will get a full list of activities and information how to entertain your kids, as Steve rightly noted most of the luxury hotels have some facilities and play rooms for kids.
Q6: Is there an upgrade available that I can pay for?
Steve John's advice: 'Unless you're a repeat guest with a personal rapport with a concierge, asking for a free upgrade is a bit forward and is also unlikely to work. But asking to pay for an upgrade may well get you bumped up for free out of goodwill, or at least will let you know your options. And as you won't be talking to the front desk staff, you can just nod and say thanks for the info if the price is too steep instead of saying, "Oh … that's too expensive."'
Be Customer Smart advice: With the VCSA there is no need to have any special 'personal rapport' nor to pretend not to be shocked by 'too steep' price. The luxury of using a Virtual Assistant is to be free from feeling inadequate, too forward, or straightforward, or blunt, or anything else. if you wish to get a free upgrade, just ask the VCSA if it is possible. If not, then ask about the paid one. if the price is too high ask f there is any other options. The VCSA will never be annoyed by your questions or judge you by how much money you have in your pocket.
And finally the last question - the one you should never ask.
Q: 'Who else is staying here?'
Steve John's reply: 'It doesn't matter if you're asking about a celebrity you thought you saw in the lobby or simply wondering if your friend or co-worker checked in yet. Never ask hotel staff about other guests — that information is privileged and they won't give it out, but they will be put in an awkward position by your asking.'
Be Customer Smart advice: We agree with Steve John on this one. Never ask a Virtual Assistant about other guests or confidential information. You will get a polite but firm answer that is none of your business.
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