American concierges set Service Standards

Abstract

American hotels originally installed concierge service to remain competitive in the 1980s' guest-amenity race. While recession halted the rapid growth in new concierge desks, many hotels have been loath to cut out their concierge service because concierges have proved their value to hotel guests. Indeed, guests expect hotels at a certain quality level to have a concierge. Concierges have professionalized their calling, through their association, Les Clefs d'Or, which now sponsors a certification process. Moreover, the concierge concept has been adopted by such other businesses as department stores and commercial real-estate concerns.