The market for reception and concierge services - Belgium

The global market for building reception and concierge services is growing rapidly, driven by urbanization and increased demand for security and well-being in residential and office buildings. In particular, the feeling of insecurity in cities like Brussels has stimulated demand for reception and concierge services. With urbanization in Belgium, the trend towards apartment living is increasing, necessitating concierge services despite the predominance of single-family homes. The market slowed slightly in 2020 due to the impact of the COVID-19 pandemic, but rebounded strongly in 2021, with the market for combined building support activities reaching 384 million euros, up 40% on 2021. The sector is diversifying, with reception services aimed at office buildings and Airbnb accommodations. Demand for high-end services is on the rise, and remote working trends have led to a reduction in traditional office space, affecting demand for in-person concierge services.

Nevertheless, coworking spaces continue to grow, offering new opportunities for the market. Digitization has also influenced the sector, with companies offering fully digital services to manage building access and security. The proliferation of private concierge services raises the question of competition, offering personalized task delegation for private individuals. Companies on the Belgian market range from independent concierges to specialized BtoB service providers, with a fragmented structure and the arrival of new players offering sophisticated services.

Trends in the Belgian hospitality and concierge services market

As cities gain in modernity and sophistication, demand for reception and concierge services is growing in Belgium. This sector has been shaped by a number of determining factors, including urbanization, service overkill and the rise of security concerns among residents. With around 77% of Belgians preferring to live in houses, the move towards urban living has consequently stimulated the growth of apartment complexes, creating opportunities for concierge services. One of the most striking trends in the demand for reception and concierge services in Belgium is the growing need for security. Half of the inhabitants of major cities like Brussels regularly worry about burglaries, which has led to a growing interest in building surveillance systems and concierge services. In addition to security, there is a growing emphasis on work-life balance, prompting companies to offer services that promote employee well-being. This trend can be explained by the desire for a balanced lifestyle, accentuated by the recent pandemic. The Belgian market is also witnessing a change in office dynamics, with a move towards smaller office spaces.

Despite the decline in office occupancy rates, estimated at around 12%, demand for concierge services remains underpinned by the premiumization trend, where large companies are enriching their facilities with services such as cleaning, maintenance and reception, in order to attract and retain high-caliber staff. Among the fluctuating demands in the office real estate segment, flexible workspaces, such as coworking facilities, have emerged as a beacon of potential growth for the sector. Expected to account for between 20 and 30% of office space by 2030, coworking spaces require the provision of reception services, a development that plays into the hands of concierge service providers. What's more, the advent of digital solutions has revolutionized the market. Companies are innovating with offerings including intelligent access systems, remote reception and digital concierge services that enable individuals to manage their daily tasks.

This digital transformation brings convenience, but also introduces new competition. The Belgian market for reception and concierge services is not without its challenges. The private concierge sector, which targets affluent customers with personalized, on-demand services, has created a competitive front. These services often overlap with those offered by building concierges, changing the dynamics of demand. Finally, Airbnb's boom in major cities has given rise to a distinct niche for concierge services that cater to the platform's owners.

Key players shaping the landscape of reception and concierge services in Belgium

As the building reception and concierge services market in Belgium reaches maturity, several key players have emerged as trailblazers, catering to a diverse customer base ranging from residential buildings to corporate offices. Companies in this sector are recognized for their ability to provide a range of services that not only meet basic security and maintenance needs, but also aim to enhance the day-to-day experience of tenants and employees.

Personalized services have carved out a niche for themselves, offering a range of reception and concierge services tailored to the precise needs of their customers. They stand out for their tailor-made solutions for both businesses and individual residents, ensuring the smooth running of facilities and the well-being of occupants. Whether it's a traditional door service or a modern digital interface, Custom's services have demonstrated adaptability and attention to detail.

• Welcome at work is another notable entity in the field, bringing a more holistic approach to its offerings. Their services go beyond the conventional responsibilities of reception and extend into the realm of employee well-being. By offering benefits such as press facilities, snack corners and car wash services, they make a significant contribution to the work-life balance sought by today's employees.
• On the other hand, Concierges Brussels offers a mix of classic and innovative concierge services. With clients ranging from corporate giants to private individuals, this company is a master in the art of providing quality services with a personal touch. It offers a level of service befitting the luxury sector, taking ordinary concierge tasks to extraordinary levels through its commitment to customer satisfaction.
• HM & FS are recognized for their dual focus on hospitality management and concierge services, demonstrating their ability to multi-task and provide comprehensive support. Whether it's a physical presence on site or the management of services that facilitate the daily lives of a building's occupants, they offer a solid package that addresses both functionality and comfort.
• BM Conciergerie specializes in the architectural aspects of building maintenance. It offers detailed technical diagnostics, drawing on both technical expertise and the human skills needed to foster positive relations between tenants and owners. BM Conciergerie adapts its offer to the scale of the building, ensuring tailor-made services for residents and visitors.
• Protexys services, renowned for their efficiency, are particularly well suited to the corporate environment. Their professional management of visitor reception, call routing and email management helps streamline operations in busy business locations, enhancing corporate image and facilitating day-to-day operations.

Inforamtion

• Number of pages : 30 pages
• Format : Digital and PDF versions
• Last update : 09/03/2023

Summary and extracts

List of charts

• Concierge services market
• Turnover of companies registered under code 81.1
• Urban population in Belgium
• Number of buildings and apartment buildings
• Are residential burglaries a problem in your neighborhood?
• Feeling of insecurity
• The most important factors for well-being at work
• Number of coworking space operators in some European cities
• Answer to the question "How long have you been coworking?"
• Vacancy rate for office buildings
• Answer to the question "For you the office is..."
• The different types of owners offering their accommodation on Airbnb