The 1st Virtual Concierge

You are invited to visit Anna's homepage at


Several articles are available under "Media" from the links on her homepage.

Anna Morris is a most gracious concierge.


Actually, I've never had the chance to meet her face-to-face. But there is an effervescence in her voice during the dozen or so times we exchanged educational pleasantries.


She was the original concierge at the Westin Santa Clara, and you must read the story about how and why she became a "virtual concierge"! Would you believe she used to design and sell shoes?


Recently, the Westin Santa Clara changed ownership to the Hyatt family. I was not surprised that the Hyatt believed in her success and kept her on as the Hyatt's Virtual Concierge.


Tomorrow? I see more Virtual Concierges in the Hyatt family, not just in the U.S., but all over the world!


I believe a compromise can be made between the extremes of total "virtuality" (just online asynchronous communication) and overstaffing and belaboring the budget with bodies (or worse, sub-contracting the services!).


That compromise is embodied in Anna's program, where guests can synchronously be in touch with a live person, in the fashion that more and more companies are conducting video teleconferencing!


I am happy to entertain your constructive viewpoints if you will E-mail me at