Concierge services: what to know

What the job involves, what changes the price, and what to ask a pro.

What concierge services is

A concierge handles requests such as reservations, bookings, travel arrangements, gifts and household services, acting as your single point of contact. People hire a concierge to manage many small requests that would otherwise take up their time each week.

Signs you need it

  • You are juggling reservations, gifts and household services across several providers and keep losing track
  • You have a busy schedule and need someone to make arrangements for family events or celebrations
  • You need travel arrangements made quickly, with the details confirmed in one place
  • You want one person to handle a recurring list of household needs, such as deliveries and repairs
  • You are dealing with a special occasion, such as a move or a visit from family, that needs many arrangements

What the pro does

  • Learn your preferences, such as favorite restaurants, gift styles, travel habits and the people you contact most
  • Record your requests, deadlines and budget limits in a shared list you can both see
  • Research and book reservations, travel and services that fit your preferences
  • Confirm each booking in writing and keep the details, times and cancellation rules together
  • Arrange gifts or household services, and check the delivery or completion before closing the request
  • Send you a short summary of completed requests and a list of decisions you need to make

What changes the price

Every job is different, so we do not publish prices. These are the things that move the quote up or down.

  • The number of requests each month and how many need research, not just a simple booking
  • Whether the concierge books and pays for items on your behalf, which requires more controls
  • How many providers, cities or time zones the requests cover
  • Whether requests are urgent or can be planned in advance
  • How much personal preference research the concierge must do before booking
  • Whether the concierge must be available outside normal hours for events or travel

What a written quote should spell out

  • The types of requests covered and the requests that are excluded
  • How the concierge is paid, and whether bookings or purchases are billed separately
  • How the concierge reports completed requests and open decisions
  • Who holds accounts, cards or logins, and how access is limited
  • How the concierge handles changes and cancellations, and who pays any fees

Questions to ask before you hire

  • What kinds of requests have you handled for clients like me?
  • How do you protect my payment information and personal details?
  • Can you show me a sample summary of completed requests?
  • Which decisions will you check with me before you book anything?
  • How quickly do you respond to urgent requests?
  • How do you handle a booking that falls through after I have already paid?

Red flags

  • Asks for your full card number, PIN or online banking login by message
  • Books and pays for items without confirming them with you first
  • Cannot show you the cancellation rules for bookings they make
  • Takes a commission from providers without disclosing it

What you can do yourself

You can keep a shared list of your recurring requests, save your favorite providers in one place and set reminders for dates such as birthdays and renewals. Hire a concierge when your requests take more time than you can give each week, or when you need someone to handle complex travel, events or family arrangements.

Licenses and permits

No license is usually required for concierge services. Ask instead for references from past clients, examples of confirmed bookings with personal details removed, and a written description of how they handle payments and access; check with your state or local business licensing office if the concierge operates as a registered business.

Concierge services questions

Will the concierge pay for things with my money?

Only if you set that up in writing, with limits and a rule for approval. Many clients keep payments in their own accounts and let the concierge book in their name.

What happens when a provider cancels?

The concierge should tell you right away, offer the next best option and confirm any refund or rebooking in writing.

Do I need to pay a fee to the concierge in addition to the costs?

Ask how the concierge is paid before you start. Some charge a fee, some are paid by providers, and some do both. Get the terms in writing.

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