Guest service and front desk
Concierge
A concierge is a member of hotel staff who helps guests with anything beyond checking in: recommending and booking restaurants, arranging taxis and transfers, getting theatre tickets and giving local advice.
1 min read · Updated: September 28, 2026
The word comes from French, where it originally meant the keeper of a building. In luxury hotels the concierge has a desk in the lobby, and the most experienced belong to Les Clefs d’Or, recognisable by the crossed golden keys on their lapels. In smaller UK hotels the role is usually covered by the front desk team.
How it works in practice
Example: a guest at a London hotel asks at 6 pm for a table for two near Covent Garden before a show and a taxi to Heathrow the next morning. The concierge books the restaurant, confirms the theatre times and arranges the car for 6.30 am. Many requests are simple and repetitive, such as opening hours, directions or the nearest pharmacy, yet each still takes a few minutes at the desk.
How technology helps
A digital concierge moves part of this role to the guest’s phone. The AI Concierge from hotelspot answers guests 24/7 in 34 languages, by text and voice, using the hotel’s own information (house rules, menus, price lists, FAQs), recommends services and takes orders. The team can focus on requests that need a person. See also digital concierge.
Frequently asked questions
- What is a concierge in a hotel?
- A concierge is the staff member who helps guests with restaurants, tickets, transport and local advice, beyond check-in and billing.
- Is a concierge the same as reception?
- Not quite. Reception handles check-in, check-out and billing, while the concierge looks after requests about the city and guests’ plans. Smaller hotels combine both roles at the front desk.
