The concierge market - Italy

The global concierge services market has shown resilience and a recovery trend post the COVID-19 pandemic, which had caused a significant downturn. Beginning in 2020, the market faced challenges such as a notable reduction in staff costs and the turnover of accommodations in Italy, witnessing a decrease as steep as 38 percent in personnel costs and a 47.9 percent reduction in turnover by 2020 due to the pandemic's impact on tourism. Despite these setbacks, the luxury tourism sector began to bounce back. The demand for concierge services has since revived, largely driven by the increasing desire for personalized experiences and the gradual recovery of the tourism industry. The adaptability of the sector is reflected in the emerging trend of virtual concierges, as seen with Amazon’s introduction of Alexa Smart Properties for Hospitality service in Italy, bolstering the sector's potential for growth. The concierge services market is projected to expand from $750.8 million in 2021 at a CARG of 6.1 percent through 2030, indicating a steady rise as the market adapts.

Trends in the Italian Concierge Services Market: A Detailed Examination of the Industry's Trajectory

In recent years, the Italian concierge services market has experienced some significant shifts influenced by socio-economic factors and technological advancements. Despite the challenges posed by the COVID-19 pandemic, the industry seems to be on a path of recovery, adapting to the new realities and demands of the market. Initially recognized as part of the luxurious segment of the accommodation sector, the Italian market for concierge services has gradually diversified. The concierge’s role traditionally emphasized providing guests with a personalized experience through information on local attractions, dining options, and leisure activities. The market, although precise figures aren't available, can be estimated to hold a value of approximately between €650 million to €700 million based on the average annual salary of a concierge being around €15,986 and the number of accommodations on record. The Italian concierge sector felt the harsh impact of the COVID-19 pandemic. A sharp decline in tourism activity led to severe contractions in turnover for the accommodation facilities, falling by nearly 50 percent.

Yet, as the grip of the pandemic loosened, luxury tourism saw growth of around 7 percent from 2020 to 2021, hinting at a resurgence in the demand for premium concierge services. The industry saw many facilities transitioning to digital solutions, such as virtual concierges, to meet the new demand for contactless and personalized guest services. Companies like Amazon entered the Italian market with services such as Alexa Smart Properties for Hospitality, further marking the shift towards digital convenience in the concierge space. From a market structure perspective, the concierge service provision has been expanding, as evidenced by a 9.4 percent increase in the number of companies under Ateco code 81.10 in recent years. Even with the pandemic leading to a temporary dip in employment within the sector, this overall trend points to a healthy demand for integrated management services in buildings, including concierge services. Geographically, demand for concierge services is more concentrated in the northern regions of Italy, with Lombardy and Trentino-Alto Adige/Südtirol hosting the highest number of accommodation facilities. Conversely, regions like Molise and Basilicata are at the lower end of the spectrum concerning facility numbers. Pricing for concierge services varies based on type and location, with monthly salaries in cities like Milan potentially ranging from €1,500 to €1,700, and hourly wages for luxury concierges.

Key Companies Shaping the Italian Concierge Services Landscape

In the realm of concierge and reception services within Italy, several major players dominate the market, each offering an array of services tailored to enhance the experience within hospitality, residential, and corporate settings. Here's a closer look at the prominent companies that have left a significant mark on the industry:

• Sicuritalia IVRI S.p.a.: Initially famed for its broad range of armed surveillance services, Sicuritalia IVRI S.p.a. has expanded its repertoire to include fiduciary concierge services with both Standard and Superior packages. This makes them a versatile player, addressing the security and convenience needs of various clientele.
• Mondialpol Facility S.c.a.r.l.: This consortium is the conduit through which MondialpolServiceGroup extends its professionally managed reception, concierge, and front desk services. Their integrated approach allows for seamless operations within hospitality environments.
• Cosmopol S.p.a: Originally focusing on armed surveillance, Cosmopol S.p.a has diversified into delivering quality concierge and reception services. By doing so, they provide a more comprehensive security and hospitality solution to their clients.
• Italpol Vigilanza S.r.l.: While Italpol Vigilanza primarily caters to the armed surveillance sector, they have also incorporated fiduciary concierge, security reception, switchboard, reception, and ticketing services into their offerings, demonstrating their adaptive approach to security and frontline guest services.
• Servizi Integrati S.r.l.: Operating within the wider scope of facility management, Servizi Integrati S.r.l. offers a range of services that include concierge, unarmed security, and receptionist duties, illustrating their commitment to covering a wide spectrum of customer needs.
• Centrogest S.p.a.: A multiservice company that extends beyond the typical offerings to provide a more holistic approach, Centrogest S.p.a. specializes in concierge, reception, garrison, and cleaning services - proving itself as a one-stop-shop for various management solutions.
• CMF Consortium: As a group of companies engaged in Integrated Facility Management, the CMF Consortium capitalizes on their collective expertise to offer top-tier reception and cleaning services among other facility necessities.
• FSI S.r.l.: Specializing in facility and energy management, FSI S.r.l. branches out to include reception, concierge, and housekeeping services in their catalog, showcasing a keen awareness of the evolving needs within the facility management realm.

Inforamtion

• Number of pages : 30 pages
• Format : Digital and PDF versions
• Last update : 30/11/2021

Summary and extracts

List of charts

• Concierge services market
• Personnel costs of accommodation facilities
• Number of accommodations
• Total accommodation turnover
• Number of enterprises in the sector of providing integrated management services to buildings (Ateco: 81.10)
• Evolution number of people employed in the industry: providing integrated management services to buildings (ateco: 81.10)
• Legal form of enterprises engaged in the provision of integrated management services to buildings (ateco: 81.10)