The Concierge, a personal Guide for your Lisbon experience,

The Concierge Desk is a cherished tradition and a fundamental aspect of our history, which is why our valued guests appreciate our services.

During the crisis from 2008 to 2011, many General Managers debated the necessity of maintaining a Concierge Desk. Unfortunately, the trend of merging the Concierge and Reception into a single Front Office had been developing for some time.

In their efforts to boost profits, most General Managers opted to cut costs by reducing staff, with the front of the house undergoing the most noticeable changes. By combining the two departments, they were able to eliminate a third of the workforce. While this seemed like a feasible plan, the expectation was that the new Front Office staff would possess the combined skills of both a Concierge and a Receptionist, resulting in a more proactive and effective employee.

I fully endorse this approach for 3- and 4-star hotels, but is it appropriate for 5-star establishments?

Before the pandemic struck, I observed our Head Concierge interacting with a couple who spent about an hour each morning at his desk. Their conversations extended beyond simple advice and recommendations, encompassing history, politics, and various topics. The Concierge, with his vast experience, was imparting valuable insights to the guests, who absorbed the information as if they were in a classroom setting.

I ultimately realized that these discussions were integral to the guests' "Lisbon experience," and this approach is essential! Not every guest seeks or requires this interaction, but for a hotel like ours, having a Concierge Desk is crucial.

Only experts well-versed in concierge services can effectively engage with clients and create an ideal plan for a short getaway or an extended visit. Their experience allows them to recommend the best restaurants, as they have firsthand knowledge of the cuisine. They can also help prioritize key attractions if you're pressed for time.

What was once considered standard (Reception/Concierge) has now transformed into a valuable asset. Some new five-star hotels operate with just one front desk, making it unlikely they can devote an hour each day to "educate" guests about Lisbon.

While this may not be the optimal approach economically, it is the best option from a customer service perspective.

Concierge services... here to stay!