Digital Concierge or Front Desk: Rethinking Guest Preferences

You know the old hotel check-in song and dance. It’s been pretty much exactly the same since the invention of the hotel key card (AKA there’s been no real change for 50+ years).

There’s the weary traveler, pleasantries exchanged, the room key handoff, and then you pull out the paper map and spew out your 30-second speech, circle this, star that, and give the guest a big smile as they try to achieve the impossible—fold the map back up.

And we’ve all been in the guest's shoes. They just want the keys to their room, not a crash course in origami and orienteering.

So, am I suggesting you stop offering local recommendations?

Absolutely not.

Your local recommendations are the secret sauce to offering a truly authentic experience, which is what hotel guests crave.

I’m just saying, after 50 years, it’s time for a hotel check-in revamp.

The Limitations of the Current Check-In Experience

The truth is, the traditional front desk spiel, while well-intentioned, is a one-size-fits-all solution in an age where personalization is king.

Your guests are diverse—you’ve got the family looking for kid-friendly spots, the night owls searching for the city's best cocktails, and every type of guest in between.

How can one speech and one generic map cater to all these needs?

Simply put, they can’t.

And even if you’re not yet convinced it’s time for change, let’s be real, with each passing year, those paper maps are about as useful to younger generations as a rotary phone (and if you don’t know what a rotary phone is, that is precisely the point).

The good news is there's a better, more efficient, and engaging way to connect your guests with everything your city has to offer.

Enhancing the Front Desk Experience

Enter the digital concierge: a completely customizable, interactive map that makes it easy for guests to find the exact experiences they’re looking for. It’s a gateway to personalized adventure curated by your hotel.

The city's best family attractions or the hottest cocktail bars? There’s a filter for that.

You and your staff, the true locals, become invaluable in this digital transition.

Imagine a map dotted with ‘Staff Picks’ or ‘Foodie Musts’– those hidden gems that only those with local know-how can unveil.

This digital upgrade frees up your team from robotic repetitions, allowing them to engage more meaningfully with guests. They become the human touch complementing the digital guide, ready to add insights, answer questions, and provide that irreplaceable personal connection.

The beauty of it all? You can free up staff time, offer a swifter check-in experience, and heck, even save paper—all while enhancing your overall guest experience.

We call this a win across the board.

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Want to See a Digital Concierge in Action?

Discover what’s possible with interactive maps.

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