Amenity Hub · 9 Property Types
Concierge is on-property guest + resident services covering reservations (restaurant, transportation, theater, golf), local recommendations + experience curation, deliveries + package handling, dry-cleaning + special-request fulfillment, and increasingly digital concierge (mobile app + chatbot). The amenity appears across hospitality (luxury through select-service has tiered concierge presence), branded residences + condo-hoa luxury (24-hour concierge desk is standard), multifamily Class A urban (often via service like Hello Alfred), office trophy + Class A (building concierge handles tenant requests + deliveries + dry-cleaning), executive-suites (member service), and increasingly large-format master-planned + senior-living. Performance is measured in concierge ticket volume per guest / resident / tenant, guest satisfaction score (LQA + Forbes for hospitality), upsell capture per check-in (hotel), and cost per request (typically loaded into operating cost rather than revenue). Premium properties differentiate via personalized + curated concierge — partnership with cultural institutions, exclusive restaurant access, off-the-beaten-path recommendations.
Where it appears
How it's measured
What to keep on file
Owners who keep these records current close audits, lease renewals, and sales faster.
Common Questions
Hospitality (luxury, resort, boutique-hotel — required at premium tier; hotel select-service may have limited / app-based concierge), branded residences + condo-hoa luxury (24-hour desk), multifamily Class A urban, Class A office trophy buildings (often via Building Engines + service partner), executive-suites + coworking-space (member service), and senior-living wellness wings.
Front desk handles transactional check-in / check-out / room key / billing. Concierge handles experiential + advisory + curatorial — restaurant reservations, transportation booking, local recommendations, special-request fulfillment, dry-cleaning + package handling, off-property activities. In luxury hotel + branded residence, concierge is a separate role from front desk; in select-service hotel, the front desk may act as combined-role.
USALI 11th Edition treats concierge cost as part of Rooms department labor cost (front-of-house) — there's no separate concierge revenue line. Premium hotels report Forbes Travel Guide score + LQA (Leading Quality Assurance) score as quality measures that include concierge in the rubric. Branded residences track concierge ticket volume + resident satisfaction as part of HOA reporting.