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The Business Benefits of Concierge-Level Service – and Why It’s Not Reserved for Hotels

Happy hotel attendant talking to African American guest while carrying his luggage through the lobby. Copy space.

When you deliver quality service, guest satisfaction rises and no one understands service quite like a concierge. A landmark study titled “The Golden Keys: Being Served – Concierge Services and Customer Satisfaction” argues that understanding why guests feel satisfied or dissatisfied provides a competitive advantage. The international organization Les Clefs d’Or has been a critical driver of guest experience since its founding in 1929. But here’s the thing: concierge-level service isn’t reserved...

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Joe Pye

Joe Pye is the Editor-in-Chief of The GEM Journal. For the past eight years, Pye has worked as a finance reporter before diving into the world of guest experience. He’s observed one common thread among his finance and hospitality reporting: emotions drive financial decisions. Unforgettable guest experiences can lead to lifelong customers.
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