The reception and concierge services market - UK

1.1 Introduction

The services of reception and concierge are composed by all the activities that are meant to welcome the residents and visitors of a building. The market is segmented as follows:

• Concierge for residential buildings: the job of this individual is to check and welcome all the visitors and residents of the building, often, he is also responsible for the cleaning of the common areas.
• Reception for officies and commercial buildings: this task is usually assigned to an external company that sends specialized staff.
• Reception for Hotels: this is part of the hotel service. Receptionists help guest with varius needs during their stay.

This study is mainly concerned with the first two categories. 

The global market was valued at 750 million dollars in 2021. The most important trends are safety and the growth of online shopping, which has given concierges the task of accepting packages, even when the recepient is not at home.

The market is changing rapidly in the last few years. Airbnb has opened up a new stream of services needed to manage residential buindings, with companies specializing in checking in and out guests for the short-term rental of houses. DIgitalization is also bringing changes to the market, accellerated by the pandemic, many companies are now offering 100% digital services.

1.2 The global market

The global market for reception and concierge services is driven by a premiumisation of the services offered in the world’s largest cities. From New York to Melbourne, London, Paris and Frankfurt, reception and concierge services are available at the entrance of the buildings. They therefore emerge as a significant discriminant ...

1.3 UK market

In the UK, a concierge is responsable for:

Greeting guests and customers Taking messages managing mail and package deliveries Assisting resident with luggages Cordinating building maintenace Providing basic security for the entrance of the building

These tasks do not vary a lot between office and residential buildigs, however, for companies, receptionists ...

2.1 National demand in the UK

The demand for receptionists has gone down in the last few years, the number of people employed by this activity decreased by **% in the last year alone, and this trend has been consistent over the past * years.

Number of receptionists UK, ****-****, thousand ONS

A very interesting data is the gender ...

2.2 Concierge services demand

Turning our attention to concierge services, let's analyse a recent study by hammersmith&fulham (***) that explores the utilazition of concierge services in residential complexes.

The concierge service consultation was launched on * December **** and was open for residents to provide feedback until ** December ****.

A consultation pack was sent to a total of ...

2.3 Security, the main driver of demand

Security is the main driver of the demand for both reception and concierge services. To understand why, lets anylize the crime reports by the ONS in the UK.

Patterns of crime in the year ending September **** have been significantly affected by the coronavirus pandemic and government restrictions on social contact. The ...

2.4 Virtual reception services

Due to lockdowns, travel restrictions and company closures, the opandemic has had an impact on the industries of several nations, and businesses have implemented new technologies to their operations. The adoption of virtual reception services was also accellerated, as more businessis had to shift to remote work and digital communication channels. ...

3.1 The development of the market

The market for reception and janitorial services is fragmented and includes many players, ranging from independent building janitors to specialized BtoB companies.

An ancestral profession

The building janitor's job appeared as early as the Middle Ages, and was then similar to the function of knight, whose role was to protect the ...

3.2 The value chain

4.1 Typology of the offer

The offer of this market is devided between:

Here are the specific reception and concierge services provided by some of the leading UK companies:

4.2 Prices

The avarage yearly wage of a full time receptionist in the UK was £**.*** in ****. The avarage hourly pay was £**.** up by *.*% over the previous year. Men (***).

Despite this, the true cost of a receptionist or concierge service varies depending on the specific activities provided.

4.3 Concierge services for Airbnb

The United Kingdom in the top ** for countries with the most Airbnb listings, with ***.*** houses on the website in ****. In that same year, guests booked a total of **.***.*** nights, creating over $*.* billion in revenues [***]. London is in fact the city with the most listings in the world.

Concierge services for ...

5.1 Regulation

Regulation for reception and concierge services follow the rules for all standard jobs in the UK:

Minumum wage:

Minimum hourly wages depend on the age of the worker, they will be raised after april ****, new values will be:

Working hours:

In the UK, an emploee can't work more than ** hours a ...

6.1 Segmentation

Segmentation of this market is made between: companies specialized in residential and/or corporate concierge services, event management companies offering concierge services, companies offering temporary janitorial services, and facility managment companies.

Companies specialized in residential and/or corporate concierge services:

Event management companies:

Companies offering temporary janitorial services:

Facility managment ...

• Williams Lea Tag
• Elior Ristorazione S.p.a
• Lexington reception services
• Bennett Hay
• Rapport
• CBRE LIMITED
• MITIE Catering Services