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
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.