Reception & concierge services quotes
Reception and concierge services provide a trained front-of-house presence for buildings, handling visitors, calls, deliveries, access procedures and resident or occupier requests. They are useful where unmanaged arrivals, missed deliveries, weak visitor records or an unstaffed entrance create security, service or administrative problems.
What this covers
The work starts with a defined front-of-house brief. Staff receive the building’s access rules, contact lists, emergency escalation route, delivery instructions, contractor permissions and any restrictions on handling personal information. At the desk, they welcome visitors, confirm the purpose of a visit, contact the host and issue or record passes according to the agreed process. They may answer calls, log faults, receive parcels, manage room or amenity bookings and direct residents, occupiers or contractors.
Concierge duties extend beyond the entrance where the service includes key control, delivery coordination, welfare observations, amenity support or scheduled building checks. Staff record relevant events rather than relying on memory, then pass unresolved issues to the facilities manager, managing agent, security contact or emergency service as appropriate. The provider may supply uniforms, handover documents, reporting software and relief cover, but these should be confirmed in the specification. The service is therefore a combination of people, procedures, records and communication, not simply a person sitting behind a counter.
How the work is done
First, the provider inspects the reception point, entrances, access-control equipment, delivery routes and spaces the concierge may patrol. You agree the service hours, staffing level, duties, escalation contacts, reporting format, uniform expectations and boundaries around security or personal data.
Before the first shift, the team receives keys, passes, telephone details, visitor instructions, fire and incident procedures, contractor information and site-specific restrictions. A supervisor normally checks that the desk has the required logbooks, communication equipment and handover method.
During each shift, staff open or take over the desk, review previous notes, check scheduled visitors and manage arrivals, calls, parcels and requests in line with the brief. They record incidents, refusals, outstanding faults and items requiring follow-up. If the service includes rounds, these are completed at the agreed frequency and findings are reported.
At handover, the outgoing member explains unresolved matters and transfers keys, passes and sensitive information securely. Management then reviews reports, complaints, missed tasks and recurring requests, adjusting the brief or training where the evidence shows a gap.
What affects the cost
The largest cost drivers are coverage hours, staffing level, relief arrangements and the complexity of the duties. A desk requiring continuous cover needs a plan for breaks, sickness, holidays and handovers, while limited daytime attendance has a different staffing model. Frequent deliveries, visitor numbers, multiple entrances and regular patrols increase workload.
Costs also reflect the building’s location within a wider travel area, the need for a supervisor, specialist reporting software, uniforms, equipment, training and out-of-hours escalation. A service handling keys, sensitive records or contractor access needs stronger controls and more detailed procedures than a greeting-only arrangement. Existing reception furniture, telephones, access systems and secure storage may reduce setup work, while a new desk or digital platform adds it.
Ask each quotation to state attendance hours, duties included, relief cover, management visits, equipment, reporting, training, implementation work and exclusions. Clarify how extra events, holiday cover, emergency call-outs and changes in occupancy are handled so proposals can be compared on the same scope.
Before you hire
Competence is visible in how the team turns your building’s rules into consistent desk decisions. Look for a written site procedure covering visitor verification, contractor access, keys, parcels, incidents, handover and escalation, rather than a promise of a friendly greeting. Ask how relief staff learn the site and how managers check records.
A capable provider can explain what reception staff will not do, such as making security decisions outside their training, and how unusual situations are referred. Their proposal should identify supervision, reporting, data handling, equipment responsibilities and continuity arrangements. Relevant experience with your property type matters because a residential development, office reception and mixed-use entrance create different visitor and delivery patterns.