Being Served: Concierge Services and Customer Satisfaction

Service management is becoming the new paradigm in the hospitality industry. Hospitality establishments offer services to fulfill the needs and experiences of customers through innovative concierge or personalized services. Hospitality managers are conceptualizing their hospitality offerings as service offerings conducted in a framework of human relationships. This essay will advance the framework through a concierge service study to determine how and why customer service has either increased or decreased in regards to the acquisition of concierge service marketing techniques. The purpose of this research is to first, analyze how and why customers seek concierge services and second, determine whether the acquisition of these concierge services affect guest satisfaction and offer increased choices in guest services. This study will provide the foundation and informational research for hotels to follow and also provide educators and industry leaders with research data that may guide this popular trend within the hotel industry