The reception and concierge services market - UK

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

Inforamtion

• Number of pages : ~ 40 pages
• Format : Digital and PDF versions
• Last update : 07/03/2023

Summary and extracts

List of charts presented in this market study

• Concierge services market
• Average annual salary of receptionists
• Total salaries of receptionists
• Number of receptionists
• Gender distribution of receptionists
• Type of contract: receptionists
• Methods of contacting the concierge service
• Reasons for using a concierge service
• Domestic burglary victims by age group
• Proportion of households that were victims of other household theft, by age group