Skip to main content

Renaissance Hotels Replaced Concierge with “Navigator”

According to Barbara De Lollis at USA Today, guests will no longer find a Concierge Desk in Marriott’s 140 Renaissance properties. Instead, guests may sit down on a comfortable chair and chat with the hotel’s Navigators. Similar to Concierge staff, a Navigator is supposed to know the inside-out of a city and make recommendations based on his/her “personal experience, knowledge and research.”A Navigator could be the hotel’s former concierge, a Front Desk agent, or a restaurant manager. Then, how is a Navigator different from a Concierge?

The location and settings are different. A Navigator at the Renaissance’s Time Square location, for example, is located on the second floor near the restaurant entrance. Around the Navigator Desk are some “comfortable couches, TVs, chairs and chess boards.” Renaissance also has a Navigator app for mobile devices, including smart phones and tablet computers (free if using the code “intheknow” before February or for a cost of $4.99). Another difference is staffing. A Front Desk clerk or a manager who knows a city well and has good interpersonal guest service skills may also serve as a hotel’s Navigator.

Renaissance is one of the Marriott’s boutique-inspired brands (other than Edition and Autograph). I see Navigator fits well in the boutique hotel concept because it gives guests a cozy feel and promotes more interactions between guests and hotel staff. When hotels are introducing a new concept (i.e. boutique hotels) or implementing technology in operations, staffing and organizational structure may also need to evolve with the changes. What new concepts do you see in hotels or restaurants? What impacts do these new trends bring to operations?

References:
Picture was downloaded from Marriott.com (Renaissance Sao Paulo Hotel) via: http://tinyurl.com/linchikwok01142011P

Comments

  1. While I'm sure this is a more efficient way to consolidate job positions and run the establishment more effectively, I'm not completely sold on the idea because I believe it is contributing to the growing trend of replacing human work with a computer. For now, they still have a human to speak with and get information from; but with the mobile app (which is definitely very convenient), I think it is only a matter of time before the navigator is no longer a job position. Furthermore, not only will a computer replace many of these duties, but for those hotel guests who would still rather speak to a human, it will require front desk personnel to get more training/also be able to take on many of the roles of the former navigator. While I strongly support technology and progress, hotels are essential in the hospitality business, and I believe hospitality means getting personal attention and having human interaction. Of course a phone or computer can tell you where to go and give you reviews, but nothing can beat having a navigator or concierge tell you about their favorite dish at their favorite restaurant and give you recommendations that come from the heart; not just data in their brain. I just hope this doesn't transform more than just the Renaissance because if it goes too far, hospitality and human resources could be dying industries.

    ReplyDelete

Post a Comment

Popular posts from this blog

Yammer: A Social Networking Site Exclusively for the Workplace

Effective internal communications among employees are related to some desirable organizational outcomes, such as robust morale, a clear vision, low turnover, and high employee engagement. The question is what platform can serve the purpose. This ABC News video introduces “ Yammer ,” an exclusive internal communication tool for companies. A user must use a valid company e-mail address to sign up for an account. Once an account is validated, the user will be led to the company page that is pretty much like a Facebook page. The difference is that only the users whose e-mail addresses share the same domain can see the wall and communicate with each other. I have no question about whether Yammer could be a useful internal communication tool for companies, but I just wonder: how many social networking sites do people need for communication? Why people have to “create” so many platforms or channels for “effective communications”? To many people, Facebook is only for “friends,” whe

Can leisure and work-from-home demand stimulate extended-stay hotel growth beyond COVID-19?

The lodging industry is   struggling   to fill the empty rooms in 2020. For months, U.S. hotels are running at an occupancy of 50% or lower.     Not every segment   suffers the same impact from the pandemic, however. Demand for   home-sharing  facilities had already bounced back over the summer. Airbnb reported a higher booking than last year. Marriott’s home-sharing arm is also doing well, seeing a sevenfold increase in booking over last summer.     Similar to what a residential rental or home-sharing facility   offers , guestrooms in extended-stay hotels also feature a full-size kitchen or a kitchenette. Extended-stay hotels are designed for travelers who want to stay at a “home” when away from home. A guestroom at the Residence Inn Miami Sunny Isles Beach   Extended-stay hotels vs. home-sharing facilities     Because COVID-19 is primarily transmitted through direct or indirect human contacts, people are highly encouraged to avoid unnecessary human interactions, leading to more   con

Will restaurants of the future still need a dining room?

It does not seem the coronavirus is leaving us soon, although we have seen good   progress in developing the vaccine . In recent weeks, many places reported   a surge of new infected COVID-19 cases . Some even resumed   lockdowns   and the mask-mandate order, forcing restaurants to   shut down indoor dining   services again.     As a short-term remedy, restaurants immediately shifted their offering to   curbside pickup and delivery  services. Meanwhile, restaurants are testing new concepts to embrace the   contactless self-service  trend for the future. Here are some examples,     Chipotle opened its first digital-only restaurant     The new prototype, known as the   Chipotle Digital Kitchen , debut in Highland Falls, NY, earlier this month. Different from the traditional Chipotle restaurant, the Chipotle Digital Kitchen features:     A lobby designated for pickup services through off-premise orders.   A see-through kitchen, allowing customers to see, smell, and hear what is going on b