The concierge is responsible for an unforgettable guest experience, in terms of providing a feeling of exclusivity to every hotel guest. Given that one of the first contacts that guests have with the hotel is the concierge, for that reason he is named a mirror of the hotel and an ambassador of the destination. Namely, the guests' experience with the provided concierge service shapes their perception of the hotel, and even the destination. In that sense, the subject of this final paper is a description of the state and development of concierge services. The aim of the paper is to analyze the state and development of the role of concierge activities in the hotel industry by reviewing the relevant literature. Technological innovations today greatly facilitate the provision of concierge services, and this profession also follows the latest technological trends and uses them. However, under the influence of technological development, some hotels are increasingly considering to abandon the concierge service for technological substitutes.