ConciergesSOC 39-6012.00

Concierges assist patrons at a hotel, apartment or office building with personal services: they may take messages, arrange or give advice on transportation, business services or entertainment, and monitor guest requests for housekeeping and maintenance, in the definition of O*NET, the US Labor Department’s occupational database (SOC 39-6012.00).¹ O*NET 31.0 lists 18 tasks for the role, 16 of them core, led by giving information about local shopping, dining and nightlife (importance 90 of 100), making reservations and obtaining tickets (83) and giving directions (82).² Bureau of Labor Statistics figures shown on O*NET count 50,200 concierges in the US in 2025, at a median wage of $18.73 an hour.¹

AI reaches the job in two forms, both covered in how a building concierge’s job is shared with robots and AI: robots that carry things through a building, and software that answers questions. Delivery robots have the firmest record. NAVER LABS says more than 100 robots, directed by one cloud system, have delivered coffee, lunch boxes and packages at NAVER’s 1784 headquarters since 2022,³ and in 2017 a hotel owner in San Marcos, California, leased a Savioke Relay robot for $2,000 a month to carry items to guests at a 116-room Fairfield Inn & Suites.⁴ On the software side, Edwardian Hotels London launched EDWARD, a text-message service, at 12 Radisson Blu Edwardian hotels in 2016,⁵ and said in 2018 that it had interacted with more than 400,000 guests.⁶ In September 2026 Accor took its conversational ALL Concierge from a pilot that began in July 2025 to a full launch covering 11 languages.⁷

Lobby robots and on-screen assistants have a shorter record. Hilton and IBM piloted Connie, a Watson-enabled robot concierge, in 2016,⁸ and Dallas Fort Worth International Airport tested a digital human concierge in 2021,⁹ then ran a pilot version, Digital Iris, at Terminal B kiosks from June 2022, a case also covered in event concierges and guide robots.¹⁰ At Henn na Hotel in Nagasaki, humanoid concierge robots were among the more than half of 243 robots retired in early 2019, The Week reported, citing The Wall Street Journal.¹¹ Making outside reservations, the role’s second most important task, has no operator case: asked for tickets to a sold-out show, The Cosmopolitan of Las Vegas’s Rose chatbot sent back the human concierge’s phone number,¹² and the vendor that says its AI books tables, treatments and transfers names no hotel using it.¹³ MetaRoles’ scorecard counts 3 of the 7 core tasks it grades as done by AI or robots in production.