The concierge market - Italy

1.1 Definition and presentation

The term "concierge" refers to one of the most important figures working in an accommodation facility such as a hotel or spa. Generally, the concierge is assigned to stand at the front desk to greet guests. In addition to this task, which is the most important, the concierge is also responsible for watching over the property and checking that there are no problems of any kind within the facility. Usually, unless there is a dedicated office, the concierge is in charge of providing guests with information regarding excursions, restaurants, local highlights, and more.

Globally, the concierge services market reached $537.6 million in 2018, and between 2019 and 2025 CARG is estimated to be 5.6 percent. The determined factors that determine the market trend are the growth of the population's disposable income and the economies of various countries.

As for the Italian market, the concierge figure is mainly linked to a luxurious and exclusive type of vacation. While on the one hand with the increasing use of Bed and Breakfast the traditional figure of the concierge has faded away, on the other hand the idea of the "Luxury consierge" is emerging for increasingly limited and upscale experiences. In this regard, the trend of luxury markets in Italy is growing at a fast pace and aims to offer increasingly personalized experiences for its customers.

Due to the digitization of the tourism market, the trend within the market is to no longer use a physical person to offer this service, but rather a dedicated online service. To improve the customer experience and make it more personalized, most facilities send an email to the customer a day before arrival welcoming him/her and offering the service of being able to speak with a digital concierge right away.