Francisco Ventura | General Manager
Sunborn

Day 1 @ 11:30

Should chatbots replace the concierge?

Automation is reshaping how accomodations run their day-to-day operations. Can chatbots really replace the warmth and knowledge of a concierge? This panel weighs the benefits and limits of technology in personalised service.

• Debate the pros and cons of automation vs. human service
• Learn when chatbots enhance guest experience and when they fall short
• Discover hybrid models that balance efficiency with empathy

Moderator: Katherine Doggrell, Co-Founder, NewDog PR

Simon Thomas, Vice President, The Society of the Golden Keys

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Simon Thomas / Should chatbots replace the concierge?

Simon Thomas, Vice President,
The Society of the Golden Keys

Simon ThomasHead Concierge, The Lanesborough Simon Thomas, Head Concierge at The Lanesborough, has built a career that places him among the most recognised concierges in the world. He is currently Vice President of the Society of the Golden Keys of Great Britain and the Commonwealth, and...

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Francisco Ventura, General Manager, Sunborn