Summary of our market study
The global concierge and reception services market has seen significant changes and growth in recent years, particularly influenced by trends in safety and the surge in online shopping. Valued at $750 million in 2021, the concierge segment has taken on responsibilities like accepting packages in residents' absence due to e-commerce growth. Driven by cities like New York, London, and Paris, the concierge market is projected to grow at a 6.1% CAGR until 2030.
In the UK, the receptionist labor force has faced reductions with employed numbers falling by 11% in 2021, being a predominantly female-dominated role. Salaries decreased by 6.1% continuing a trend from 2020. Security concerns in the UK are driving demand in this sector, with domestic burglary affecting 1.5% of adults in 2021. The pandemic accelerated digital adoption; hence, virtual reception services in the UK are forecasted to reach a market value of $192.6 million by 2027, with a CAGR of 11.8%
Evolving Dynamics and Demand Patterns in the UK Reception and Concierge Services Market
In recent years, the United Kingdom has seen a significant shift in the reception and concierge services market. Demand patterns have evolved, primarily influenced by trends such as online shopping, digitalization, and heightened security concerns. One of the notable trends is the premiumisation of concierge services within major cities, catering to both residential and corporate sectors. In residential buildings, concierges are now tasked with additional responsibilities such as accepting packages on behalf of residents, owing to the rise in online shopping.
Despite the decline in the overall number of receptionists, those employed earned collectively more than £2.5 billion in 2022, with an average salary increase of around 5%. Security has emerged as a prominent demand driver, especially in light of the changing patterns of crime influenced by the pandemic. The focus on security is reflected by the considerable use of concierge services for the reassurance they provide residents in managing mail, package deliveries, and building security.
In regards to gender distribution, the majority of receptionists are female, while employment trends lean heavily towards part-time contracts, particularly in residential buildings where cost-saving is a priority. Furthermore, the UK has adapted to the needs of the digital nomad era with the introduction of virtual reception services, which are on track to reach a market value of between $20 and $30 billion by the mid-2020s. The dramatic impact of the pandemic has accelerated the adoption of digital services, encouraging businesses to seek out virtual receptionists for cost savings and 24-hour customer service. Additionally, companies such as Airbnb have added a new dimension to the concierge sector, necessitating specialized services for the management of short-term rental properties. The Airbnb market in the UK represents a substantial portion of global listings, with London topping the charts, indicating a strong demand for concierge services tailored to this specific sector. Overall, while the landscape of reception and concierge services in the UK is changing, with trends pointing towards a blend of traditional roles and technological integration, the demand remains robust.
Key Players in the UK Reception and Concierge Services Market
As we navigate through the intricate tapestry of reception and concierge services in the UK, several companies emerge as key players, forging the path with their innovative and comprehensive services. These organizations are not just businesses; they represent the critical touchpoints of customer and guest experiences in various settings such as residential complexes, corporate buildings, and more. Below, we take a closer look at some of the leading companies that are shaping the market landscape.
- Rapport stands as a beacon of excellence, providing top-tier reception services that extend into event management, meeting room coordination, and 24-hour concierge services. With a focus on creating an exceptional first impression, Rapport ensures that every visitor interaction is handled with the utmost professionalism and hospitality.
- Office Concierge specializes in offering bespoke concierge services tailored to corporate settings. Their attention to detail and personalized service make them a go-to for businesses looking to refine their front-of-house operations and elevate their brand image.
- Portico is another name that resonates with quality and efficiency in the realm of reception services. With a suite that includes concierge services, workplace management, and community engagement strategies, Portico is dedicated to enhancing the workplace environment for clients and their visitors.
- Williams Lea Tag presents a global perspective with a multitude of corporate solutions, including reception services and secretarial support. Their worldwide presence and experience provide a robust foundation for delivering consistent, high-caliber service.
- Acuity prides itself on delivering bespoke front-of-house reception services with an emphasis on consultative support. Their expertise in the industry is further demonstrated through their comprehensive training offerings, as well as their adept management of temporary receptionist assignments.
- Lexington Reception Services focus on hospitality and guest interaction sets them apart. With services ranging from reception and call handling to guest services, Lexington ensures that every guest experience is seamless, enjoyable, and memorable.
- Sodexo is a giant in the world of facilities management, extending its reach to include concierge services that encompass everything from on-site catering to property management. Sodexo’s integrated approach allows them to offer a full suite of solutions that cater to the broad needs of their clients.
In summary, these dominant forces within the UK reception and concierge service market continue to innovate and redefine what it means to deliver exceptional service. Each company, with its unique offering and service philosophy, contributes to the market's dynamism, continually adapting to changing demands and setting new standards for customer and guest
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Summary and extracts
1 Synthèse du marché
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 in the purchase decisions of new residents or businesses. They allow for the management and maintenance of the building, and they meet the needs of the occupants.
The global concierge market was valued at ***.* million dollars in **** [***], and is projected to grow at a CARG rate of *.*% until ****.
[***] Mercato dei servizi di concierge Mondo, ****-****, milioni di dollari Spherical Insights
The market of reception services is much larger. It's impossible to precisly quantify it, but it's enough to know that virtual reception services alone are set to reach a market value of ** billion by **** [***].
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 usually contribute to the image of the enterprise, so they need to be more elegantly dressed.
Reception market in the UK:
This study focuses on the reception and concerge markets, the first one is a lot bigger than the second, which is premium service offered by a limited number of companies. To estimate the size of the national reception market, data on the number of employyes and their avarage pay from the Office for National Statistic has been collected and elaborated.
In the UK, there were ***.*** receptionists in **** [***], with an avarage salary of £**.***, they earned collectivelly more than £*.* billion. The avarage pay increased by *.*%.
Average salary of receptionists UK, ****-****, £ ONS
The total salaries went down by *.*% in ****, continuing a trend that started in ****, mainly due to the decrease of the number of people employed.
Total salaries of receptionists UK, ****-****, billion £ ONS, Businesscoot elaboration
2 Analyse de la demande
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 distribution of receptionists, with a large prevalance of female workers.
Gender distribution of receptionists UK, ****, % ONS
The biggest part of the demand is also for part-time workers, since, in many buildings, receptionists are only required for the first half of the day. This is a tendency mainly in residential buildigs, where it's more important to keep costs low.
Type of contract: receptionists UK, ****, % ONS
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 **** council households in London that receive a concierge service.
Results:
Of the residents who responded, **% had used the concierge service. The preferred method of contact was face to face.
Methods of contacting the concierge service UK, ****, % H&F
A very imporant aspect of the study was to understand the reasons why people in the UK use a concierge service, security seems to be the most important one.
Reasons for using a concierge service UK, ****, % H&F
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 number of incidents decreased for many types of crime during periods of national lockdowns. However, police recorded crime data show indications that over the last six months of the perios studied, certain offence types were returning to or exceedind the levels seen before the pandemic.
The crimes that are more important for the scope of this study are domestic burglary and other household theft.
Domestic burglary:
*,*% of all adults in the UK were victims of domestic burglary in ****, of these the majority were females.
An important factor to consider is age. The age group that is most hit by this types of cryme is of people from ** to ** years old, however, this will probably not represent the main source of demand for concierge and reception services, due to the limited financial resources.
Domestic burglary victims by age group UK, ****, % of population ONS Looking at other household thefts, we ...
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. This trend is expected to continue in the coming years, as they seek to streamline their operations and reduce costs while maintaning high levels of customer service.
A virtual receptionist is a remote receptionist who provides phone and administrative support to businesses and organizations. Unlike traditional a receptionist who works on-site, a virtual one interacts with clients only through channels such as phone, email, and messagging platforms. They are typically trained professionals who answer calls, schedule appointments, take messages, forward calls to the appropriate party and provide customer service.
In the UK, this market was valued at $**.* million in ****, and was expected to reach $***,* million by ****, growing at a CARG of **.*% [***].
Drivers:
The main drivers of the demand for this service are:
Increasing adoption of digital communication channels Need to provide **h service Cost savings Improved customer service Scalability
Companies providing the service in the UK:
The most important virtual ...
3 Structure du marché
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 castle. Little by little, doormen and Swiss, who guarded the carriage houses and took care of the visits of the noble and upper middle-class families, appeared. The function became more democratic and more and more buildings and houses were equipped with a concierge, who ensured the security of the building. Little by little, the perception of the janitor's job deteriorated and this term was given a pejorative connotation.
The janitor's job is primarily intended for residential buildings, since the original role was to organize visits by travelers and to ensure the safety of the inhabitants. However, today, a building janitor can work in different types of establishments: residential buildings, professional premises, schools, industrial buildings... The janitor performs different types of tasks: he ensures the cleanliness of common areas, takes care of small renovations, informs visitors, opens and closes the establishment, he can also be in charge of a private property ...
3.2 The value chain
4 Analyse de l'offre
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 Airbnb:
Concierge services for Airbnb correspond to the various concierge services intended for owners of the platform who do not wish to manage the arrival and departure arrangements and potential interactions with tenants. These services are therefore outsourced to specialized companies, which perform different types of tasks: managing arrivals and departures, contact with travelers, maintenance of accommodations, management of listings, sometimes even optimal pricing on the site... This new type of service is mainly aimed at Airbnb multi-owners, i.e. individuals/companies offering several accommodations simultaneously on the platform.
5 Règlementation
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 week, normally avaraged over ** weeks. The worker can choose to work more by opting out of the **-hours per week rule.
Pension contribution:
The pension contribution in the UK varies depending on the pension scheme chosen, however, the minimun contribution is *% the earnings.
6 Positionnement des acteurs
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 companies:
- Williams Lea Tag
- Elior Ristorazione S.p.a
- Lexington reception services
- Bennett Hay
- Rapport
- CBRE LIMITED
- MITIE Catering Services
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