Balancing Humanity and Tech — New Luxury
Photo Credit: The Waldorf Astoria New York. A high-touch, personal approach is increasingly key in luxury travel. Facebook / Hilton Worldwide
Skift Take
The smartest people in luxury travel are realizing that they can't just keep doing things the old way. Keeping a high-touch, personal approach while adapting to the needs and wishes of today's travelers will be key to survival.
The Skift New Luxury newsletter is our weekly newsletter focused on the business of selling luxury travel, the people and companies creating and selling experiences, emerging trends, and the changing consumer habits around the sector.
The role of the concierge neatly encapsulates the conundrum at the heart of modern luxury travel.
In the past, employing a highly skilled concierge could help a hotel set itself apart from the competition.
The problem is, today's new luxury consumers don't necessarily need the expertise on offer. As Bjorn Hanson, clinical professor at the NYU Jonathan M. Tisch Center for Hospitality and Tourism, told Skift's Hospitality Editor Deanna Ting: "Does a 28-year-old want to rely on a concierge to tell him wh
