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1 Market Overview
1.1 Introduction
Reception and concierge services are composed of all those activities aimed at welcoming residents and visitors to a property. The market is divided into the following segments:
- Concierge of residential properties: involves the presence of a concierge, responsible for supervising access to the property and, often, for cleaning the common areas of the property.
- Reception services for offices and commercial properties: usually entrusted to specialized companies that provide trained staff.
- Front desk services for Hotels: included as part of the hotel service, they provide assistance to guests during their stay in the facility.
The following study focuses specifically on the first two categories listed.
This market is worth about $750 million worldwide. In Italy, the most important drivers of demand are security and the growth of online shopping, which has given concierges of residential and commercial properties the new task of parcel pickup.
Geographically, it is interesting to note a large concentration in the central areas of major cities, while moving to the suburbs and smaller municipalities the service is limited to reception activities for the companies present.
1.2 The world market
The market for reception and concierge services is divided into:
Residential concierge: involves the presence of a concierge who has the functions of security, cleaning, and receiving mail and packages. The latter function is gaining in importance in recent years with the great growth of online shopping. Office reception services: are ...
1.3 The Italian market
In Italy, the condominium concierge is a condominium employee whose main duty is to guard the building's entrance. In addition to this service, over the years this figure has been entrusted with other duties such as:
The cleaning of the common areas of the building The sorting of corrspondence The receipt ...
1.4 The impact of covid
The building management services sector suffered a setback due to the pandemic, with an **.* percent reduction in turnover [***].
Regarding particularly concierge and front desk services, the greatest difficulties were experienced due to the shutdown of the Ho.Re.Ca. sector as a result of restrictions imposed on travel and tourism. How ...
2 Demand Analysis
2.1 Demand analysis
Demand for concierges and receptionists has truncated in recent years, particularly in large cities such as Milan, where even in the under-** bracket, having a condo concierge is among the positive features to look for in a home whether for rent or sale [***].
The concierge is appointed through a condominium assembly, ...
2.2 Demand drivers
Residential market
There are two main drivers of demand for concierges in residential buildings [***]:
Safety: concierges ensure that access to the building is granted only to residents and their guests, and they often perform a surveillance service to the building's outdoor spaces as well. In Italy, crimes and particularly predatory crimes ...
2.3 Geographical distribution of demand
The average condominium expenses, which also include expenses for concierge services, vary greatly by geographic area. The northwest is the area in Italy that records the highest spending, with an average of €**.** per month, so this area likely has the highest propensity to invest in concierge services, which is a premium ...
3 Market Structure
3.1 Market structure
The number of firms active in the sector of providing integrated building management services - which includes concierge and surveillance services - has increased significantly in recent years, registering +*.* percent in ****.
Number of enterprises in the sector of providing integrated management services to buildings (***) Italy, ****-****, in numbers. Istat
The number ...
3.2 The value chain
3.3 The main players
Italian companies operating in the reception and concierge services market are mainly large armed surveillance or facility management companies, which are adding to their portfolio of services offered with concierge, reception, and concierge activities. The most important ones are:
Sicuritalia, Mondialpol Facility S.c.a.r.l., Cosmopol S.p.a, Italpol ...
4 Offer Analysis
4.1 The type of supply
The concierge and concierge service offerings are divided into:
4.2 The prices
The average monthly salary of a residential building concierge is €****.** [***]. To this must be added several allowances:
*.**€ for every ** cadastral rooms, *.**€ for each elevator or freight elevator, *.**€ for cleaning the stairs of any floor, *.**€ for cleaning yards and green spaces, *.**€ to *.**€ for collecting registered mail, *.**€ for opening and closing the ...
5 Regulation
5.1 The regulation
The Civil Code does not deal with disciplining the concierge service. Therefore, the legislature has not addressed important issues such as the establishment and termination of the concierge's employment relationship and the related allocation of expenses. To resolve these issues, therefore, reference must first be made to the condominium bylaws. In ...
6 Positioning of players
6.1 Segmentation
The segmentation of this market distinguishes companies in the armed security sector and companies operating in the facility management market. Many companies supplement their portfolio with security, concierge, and reception services. The few companies that specialize in these services are, in contrast, very small, so much so that they are insignificant ...
- SicurItalia IVRI S.p.a.
- Mondialpol S.p.a.
- Cosmopol S.p.a.
- Italpol S.r.l.
- Servizi Integrati S.r.l.
- Centrogest S.p.a.
- Consorzio Stabile CMF
- Reclean Società Cooperativa
List of charts presented in this market study
- Concierge services market
- Market for integrated management services to buildings (Ateco: 81.10)
- Evolution of condominium expenses
- Average condominium expenses
- Number of enterprises in the sector of providing integrated management services to buildings (Ateco: 81.10)
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The market for reception and concierge services | Italy
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