Between two of the sessions at the TechMart yesterday, I slipped next door to the Santa Clara Hyatt to snarf some wi-fi in their lobby, as well as ask for directions. Following the script I’d used a million times before, I went up to the front desk to ask for directions to the restaurant where we were supposed to meet for dinner. The helpful gentleman at the front desk said: “I’m not sure where the restaurant is…but you can ask our virtual concierge across the lobby.”
Virtual concierge? Huh?
I walk across the lobby to see this:
(click to enlarge)
A little bit disconcerting to say the least. But, rolling with it, I walked up.
“Hello, how can I help you?” the woman in the screen asked. (The concierge is real, not an avatar. It’s a video-conference setup.)
I gave her the name of the restaurant.
“They have a number of restaurants in the area. Do you want directions to the one on Santana Row?”
“Yes, please,” I said to the screen.
The fax whirred, and out came my directions.
“By the way, there are two sets of directions printing; you should use the ones for ‘during traffic’ because it will save you some time. Will there be anything else?” she asked, pleasantly.
“No, thank you.”
An interesting exchange all around, but now I’ve got a bunch of questions. Where is the concierge physically located? Is this just for the Santa Clara Hyatt, or does one concierge handle multiple hotels? What was the business driver for doing this?
Anyone know the answers?
Outsourced, perhaps? http://www.officedetails.com/services/vc.htm
Great service. I am the Virtual Concierge Ltd in London, UK. http://www.virtualconcierge.org
i spoke to her, both virtually and live during a recent stay there in December ’06. she works “in the office” (or in the lobby) every so often, every couple of weeks or if they have a big conference going on. but she lives a long way from the hotel and had a child, and suggested to her managers if it was possible to use this video conferencing setup. she’s really nice. i think her name is Anna.
Hi,
My name is Anna and I am the Virtual Concierge you spoke of at the Hyatt Regency Santa Clara. I work from my home 80 miles away and service guest remotely, live and in real time. I am the first Virtual Concierge in the world and hope to expand the application to many more Hyatts and to other vertical markets. This is my story of how the Virtual Concierge began and why….
March 12, 2004
Why Virtual?
Written by Anna Mariano-Morris
When one first sees me as the Virtual Concierge, they often assume, “oh she is a video”, “it’s one of those modern day infomercials”, or, “she’s computer generated”. When one first hears the title, “Virtual Concierge” they may be up in arms thinking, “they have replaced a human with a machine!” However, if they step a little closer and engage… something magical happens. Replacing a human with a machine is not what the Virtual Concierge is about at all, rather the very opposite.
“Humanness behind the technology”
Like many working parents, I was desperately trying to juggle work and family. In between that juggle, was a long and arduous 5-hour commute, daily. And on top of all that, I was also pregnant with my second child. What kind of business is worth this craziness? you ask. To travel so far and in that condition? Hospitality is the business I am in, I proudly admit. I am the Chef Concierge at The Westin Santa Clara!
I loved my job as the Chef Concierge. I knew my job very well. I mastered my territory, which was Silicon Valley, and all of Northern California! I built and strengthened my network by getting to know my neighbors and giving them a face to the name. I started friendships with the person who answers the phone, the service staff, all the way to their management and proprietors. I was President of the Silicon Valley Concierge Association two years in a row and reveled in organizing events that got people together and celebrated the wonderful place we lived in.
The Westin Santa Clara to me was like my home. When guests stepped up to my Concierge desk, it was like inviting them into my very own living room. I served up imaginary tea, which was giving them service with warmth, hospitality and friendship.
Everyday was an opportunity to create relationships and share knowledge.
After working at The Westin for about six years, I developed my friendships and got to know many of our top most frequent guests. I took care of all their requests and inquiries and ironed out any cares or worries. I became their friend at their home away from home.
At the end of the day as I made my long commute home, I had much time to think of the dilemma that was clear and present. I would have to give up the job that I loved for many years, for the growing need to be closer to home and have more time with my family. But where else can I find a place to work, like the Westin Santa Clara in my neck of the woods? There certainly was no place, no place in sight like home.
“A Technological Solution”
As a Concierge, I do a lot of my work over the phone. I can often fulfill guest requests before they even check in. They would not even need to see me. It is very important however to be seen in the lobby especially for our frequent guests who have grown accustom to being welcomed back by that familiar and friendly face. If it was not for that minor detail, I can very well work from anywhere! Well, that minor detail became the major detail. I had a serendipitous meeting one day with a gentleman named Skip Rodenbush with Interactive Multimedia Artist. That chance meeting changed my work and life for the better.
Skip came up to my Concierge desk and said, “So this is Silicon Valley! What is there to do around here? I have about 2 hours to kill.” I immediately started asking him questions to try and get a feel of what he was looking to do and what would be best suited for him. “Are you here with a conference?” I asked. “No, I am here to meet with your owners!” he answered excitedly. I have amazing technology that I am proposing for your meeting space. This technology will allow your hotel to offer for your clients virtual meetings, conferences across the nation and around the world. It is the cutting edge in videoconferencing solutions. I suddenly realized that this could be the answer to my situation. I asked, “Can you put that “thing” here behind me so that I may work from home and appear like I am here? Is that possible?” That is possible! Do you think you can do your job from home? YES!! The Virtual Concierge seed was planted…
Interactive Multimedia Artist designed and created a video conferencing solution for The Virtual Concierge. Strategic Hotel Capital, owners of the Westin Santa Clara property, invested in the idea. The Westin Santa Clara Management expressed their desire to retain a valuable employee and was in full support of the idea. Anna Morris just received the best recognition an employee can ever imagine receiving. I was the happiest person on earth! The Virtual Concierge was born.
It has been 31/2 years now since I stepped in front of the camera to perform my concierge duties in front of the world. I did not have a, “how to” manual, to work in virtual. Through hard work and perseverance I came up with solutions to all requests and possible scenarios. I now print everything out in front of the guest that I would normally hand to them. I can take them on a virtual tour of anyplace in the world through the wonders of the Internet and the crisp vivid canvas of the plasma screen. I still serve up my guests with my imaginary tea, because the warmth, hospitality, and friendship transcends through the screen. For those who are open and willing to engage, they realize that it is truly possible to receive the most personable, efficient, friendly service even from a Virtual Concierge. I have never met so many exclaim, “this is the best service I have ever received and most memorable one at that!”
The Virtual Concierge was developed at the time because it was fulfilling a need for a Mother, an employee, a Hotel and their Guests. The Virtual Concierge through years of work, improvement and technological advancement is now proof of concept and may be the answer to fulfill the needs of a country, many industries, the world.
The concept of virtual concierge is pretty interesting. Personally I’ve never had the opportunity to speak to a VC but I sure knew it happens. I think, for you Anna, it’s very hounarable to be the first VC of the world. Good luck and thanks for the day long explanation of your job 🙂 Also, a good blog Christopher.
Thank you for your kind words of encouragment.
I will continue to be a vanguard for “Virtual” work applications and innovations. It’s the tipping point for this and I plan to see this through to ubiquity. :)Anna Morris
Anna –
This is absolutely captivating!! Would there be any remote possibility that you would consider adding to your staff? Helping people with fulfilling answers to their myriad questions, predominately travel related, is something that would be extremely interesting to me. Is there any possibility for joining your team at any level?
Thanks for responding and best regards,
Robert Miller
This conferencing setup is effective for those busy in tough schedules , hence thanks to virtual concierge .
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