The hotel-style services you can enjoy — without leaving home
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The hotel-style services you can enjoy — without leaving home

The apartment concierge goes mainstream as luxury developments take service to a new level

By Kirsten Craze
Mon, Mar 18, 2024 9:56amGrey Clock 5 min

As downsizing has given way to rightsizing, a new breed of homeowner is exercising their right to outsource. From dog walking to gift buying, personal drivers to private chefs, today’s concierge services have become so much more than the glorified parcel-minding amenities of yore. Time poor homeowners are increasingly seeing the value of bringing the hotel lifestyle home by happily handing over daily tasks — and the real estate industry is taking note.

The global concierge services market was valued at US$647.30 million in 2022, and is predicted to hit $1.1 billion by 2032 according to Allied Market Research data. While there are no comparable Australian-only statistics, anecdotal evidence suggests our local market is set to explode as stretched-thin professionals seek out additional at-home help.

Interested in more stories like this? Order your copy of Autumn 2024 Kanebridge Quarterly magazine here.

Concierge on call

Comprehensive concierge services are now a hot commodity in lavish new residential developments, especially those targeting “rightsizers” relocating from big family homes to lock-up-and-leave apartments. Once just a smiling face in the lobby of upmarket inner-city unit blocks, the role of a concierge in 2024 goes beyond simply signing for packages and surveilling security cameras.

The Landmark in Sydney’s Lower North Shore is a $1.4 billion development offering residents access to its Club 500. The exclusive club includes traditional aides such as house keeping, restaurant bookings and car washing, with additional high end helpers like chauffeurs, event managers, interior decorators and personal shoppers. 

The music room in the Landmark on Sydney’s Lower North Shore is just one of several services available to residents.

On the riverfront in Melbourne’s Docklands precinct, Seafarers (a joint venture between Riverlee and 1 Hotels) is part five-star hotel, part residential development giving permanent residents the opportunity to cash in on the hospitality. Homeowners at the $550 million project set to open in late 2024 can tap into all the guest services of the luxury accommodation. 

“Residents will benefit from a blend of the best hotel amenities with curated residential offerings, including organic pantry stocking, botanical and pet care, eco-conscious housekeeping, private chefs, in-room massages and access to the hotel’s event programming,” says Riverlee’s development director, David Lee. “The breadth of services on offer combines convenience, luxury, and responsibility into an unparalleled residential experience.”

Lee says Australian’s desire for concierge services is increasing as the needs of local luxury property buyers continue to evolve.

“As a developer, we saw a need to cater to this demand and provide residents with access to the services that allow them more time to enjoy life and experience luxury within the comfort of their homes,” he adds. “As we navigate the new norm post-pandemic, integrated services have become an enabler of a more balanced lifestyle, and we recognise that people are looking for a complete lifestyle upgrade, which begins in the home.”

A life of service

Evan Cannan, operations manager with building management company Lefand, has been a professional concierge for more than two decades, first in five star hotels and now in a residential setting. Lefand will provide building services at new residential development Akoya, a 55s project in Greenwich, Sydney.

“The types of services and facilities are becoming more high end, especially over the past five to 10 years, compared with the concierges we remember from the 1980s and 1990s,” Cannan says. “These additional services mean apartments are achieving a higher price point, but with that comes higher strata fees. 

“However, most buyers are happy to pay for it because they’ve reached that stage of their lives when they appreciate it.

“These people have seen the benefits of having a concierge within their office space, or they’ve travelled the world and experienced luxury concierges in places like Dubai and Singapore.”

The Akoya development by Lefand will have a virutal driving range, complete with bar.

Although there was once a great divide between a hotel concierge and an apartment concierge, Cannan says the lines have now blurred.

“A great concierge needs to have a wealth of information at their fingertips. Without even looking having to look it up they should be able to know the best restaurants in the area, what events are on and where, and just be able to advise residents with personal requests.”

He says the job calls for plenty of patience and discretion.

“I’ve had no limit of extraordinary requests over the years including one lady who used to send me off with her ATM card to get large sums of money out for her, but sometimes it’s as ordinary as looking something up on Google Maps when you know they could have found the information themselves,” he says.

Moving forward, Cannan predicts concierge services will likely be shaped by client demand as apartment buildings become vertical villages. 

“Just looking at what’s available within services around the world, I think there’s still a lot more to come to Australia,” he says. “A good concierge service is regularly having those discussions with residents about what they want and don’t want.”

Helping hand at home

Brand new apartment developments aren’t the only bricks and mortar getting the concierge treatment. Melbourne-based real estate agency Kay & Burton launched its in-house concierge service two years ago with a handful of offerings. What started as a service organising removalists and connecting homeowners with tradespeople has morphed into more than 100 preferred partners and associates. 

Cath Stubbings, director of Kay & Burton’s concierge team, says due to overwhelming demand for a suite of lifestyle requirements, the team has grown exponentially.

“It started with us wanting to service our clients with their property-related needs. As a result of finding trades for them we naturally started getting asked for more lifestyle-related things,” she says, adding that the evolution has stemmed from a desire for a better work/life balance.

Director of Kay & Burton’s concierge team, Cath Stubbings

“Many of our clients have fairly senior roles, or run their own businesses, and they’re reevaluating what’s the best use of their time. Those working quite long hours see the value of outsourcing tasks they may have normally done themselves.”

Since COVID lockdowns, Stubbings says her clients are spending more time travelling so are seeking a professional shoulder to lean on.

 “We look after their home while they’re away, which involves anything from visiting the property regularly to checking mail, watering gardens, turning lights on and off, putting blinds up and down, meeting trades, arranging cleaners or even putting food in the fridge. 

“The idea is when they return they’ve got a welcoming house to come back to and it gives them peace of mind.”

As the sector grows, Stubbings says the requests are also becoming more bespoke.

“Now we even have people asking us to stock their cellars,” she says. “There’s a trade on our platform specialising in building cellars so they liaise with the client to get an idea of what types of wine they like, what balance they want, and then go about sourcing those wines and building the cellar up from scratch.”

Stubbings says with the work from home phenomenon, the need for help at home will likely continue to grow.

“Over the next three to five years we’re going to see more people calling on a wide range of concierge services as individuals travel more or spend time building businesses,” she says. 

“It’ll become more common to seek out people like us who can support you getting things done around the home.”



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The Uglification of Everything

Artistic culture has taken a repulsive turn. It speaks of a society that hates itself, and hates life.

By Peggy Noonan
Fri, Apr 26, 2024 5 min

I wish to protest the current ugliness. I see it as a continuing trend, “the uglification of everything.” It is coming out of our culture with picked-up speed, and from many media silos, and I don’t like it.

You remember the 1999 movie “The Talented Mr. Ripley,” from the Patricia Highsmith novel. It was fabulous—mysteries, murders, a sociopath scheming his way among high-class expats on the Italian Riviera. The laid-back glamour of Jude Law, the Grace Kelly-ness of Gwyneth Paltrow, who looks like a Vogue magazine cover decided to take a stroll through the streets of 1950s Venice, the truly brilliant acting of Matt Damon, who is so well-liked by audiences I’m not sure we notice anymore what a great actor he is. The director, Anthony Minghella, deliberately showed you pretty shiny things while taking you on a journey to a heart of darkness.

There’s a new version, a streaming series from Netflix, called “Ripley.” I turned to it eagerly and watched with puzzlement. It is unrelievedly ugly. Grimy, gloomy, grim. Tom Ripley is now charmless, a pale and watchful slug slithering through ancient rooms. He isn’t bright, eager, endearing, only predatory. No one would want to know him! Which makes the story make no sense. Again, Ripley is a sociopath, but few could tell because he seemed so sweet and easy. In the original movie, Philip Seymour Hoffman has an unforgettable turn as a jazz-loving, prep-schooled, in-crowd snob. In this version that character is mirthless, genderless, hidden. No one would want to know him either. Marge, the Paltrow role in the movie, is ponderous and plain, like a lost 1970s hippie, which undercuts a small part of the tragedy: Why is the lovely woman so in love with a careless idler who loves no one?

The ugliness seemed a deliberate artistic decision, as did the air of constant menace, as if we all know life is never nice.

I go to the No. 1 program on Netflix this week, “Baby Reindeer.” People speak highly of it. It’s about a stalker and is based on a true story, but she’s stalking a comic so this might be fun. Oh dear, no. It is again unrelievedly bleak. Life is low, plain and homely. No one is ever nice or kind; all human conversation is opaque and halting; work colleagues are cruel and loud. Everyone is emotionally incapable and dumb. No one laughs except for the morbidly obese stalker, who cackles madly. The only attractive person is the transgender girlfriend, who has a pretty smile and smiles a lot, but cries a lot too and is vengeful.

Good drama always makes you think. I thought: Do I want to continue living?

I go to the Daily Mail website, once my guilty pleasure. High jinks of the rich and famous, randy royals, fast cars and movie stars, models and rock stars caught in the drug bust. It was great! But it seems to have taken a turn and is more about crime, grime, human sadness and degradation—child abuse, mothers drowning their babies, “Man murders family, self.” It is less a portal into life’s mindless, undeserved beauty, than a testimony to its horrors.

I go to the new “Cabaret.” Who doesn’t love “Cabaret”? It is dark, witty, painful, glamorous. The music and lyrics have stood the test of time. The story’s backdrop: The soft decadence of Weimar is being replaced by the hard decadence of Nazism.

It is Kander and Ebb’s masterpiece, revived again and again. And this revival is hideous. It is ugly, bizarre, inartistic, fundamentally stupid. Also obscene but in a purposeless way, without meaning.

I had the distinct feeling the producers take their audience to be distracted dopamine addicts with fractured attention spans and no ability to follow a story. They also seemed to have no faith in the story itself, so they went with endless pyrotechnics. This is “Cabaret” for the empty-headed. Everyone screams. The songs are slowed, because you might need a moment to take it in. Almost everyone on stage is weirdly hunched, like a gargoyle, everyone overacts, and all of it is without art.

On the way in, staffers put stickers on the cameras of your phone, “to protect our intellectual property,” as one said.

It isn’t an easy job to make the widely admired Eddie Redmayne unappealing, but by God they did it. As he’s a producer I guess he did it, too. He takes the stage as the Emcee in a purple leather skirt with a small green cone on his head and appears further on as a clown with a machine gun and a weird goth devil. It is all so childish, so plonkingly empty.

Here is something sad about modern artists: They are held back by a lack of limits.

Bob Fosse, the director of the classic 1972 movie version, got to push against society’s limits and Broadway’s and Hollywood’s prohibitions. He pushed hard against what was pushing him, which caused friction; in the heat of that came art. Directors and writers now have nothing to push against because there are no rules or cultural prohibitions, so there’s no friction, everything is left cold, and the art turns in on itself and becomes merely weird.

Fosse famously loved women. No one loves women in this show. When we meet Sally Bowles, in the kind of dress a little girl might put on a doll, with heavy leather boots and harsh, garish makeup, the character doesn’t flirt, doesn’t seduce or charm. She barks and screams, angrily.

Really it is harrowing. At one point Mr. Redmayne dances with a toilet plunger, and a loaf of Italian bread is inserted and removed from his anal cavity. I mentioned this to my friend, who asked if I saw the dancer in the corner masturbating with a copy of what appeared to be “Mein Kampf.”

That’s what I call intellectual property!

In previous iterations the Kit Kat Club was a hypocrisy-free zone, a place of no boundaries, until the bad guys came and it wasn’t. I’m sure the director and producers met in the planning stage and used words like “breakthrough” and “a ‘Cabaret’ for today,” and “we don’t hide the coming cruelty.” But they do hide it by making everything, beginning to end, lifeless and grotesque. No innocence is traduced because no innocence exists.

How could a show be so frantic and outlandish and still be so tedious? It’s almost an achievement.

And for all that there is something smug about it, as if they’re looking down from some great, unearned height.

I left thinking, as I often do now on seeing something made ugly: This is what purgatory is going to be like. And then, no, this is what hell is going to be like—the cackling stalker, the pale sociopath, Eddie Redmayne dancing with a plunger.

Why does it all bother me?

Because even though it isn’t new, uglification is rising and spreading as an artistic attitude, and it can’t be good for us. Because it speaks of self-hatred, and a society that hates itself, and hates life, won’t last. Because it gives those who are young nothing to love and feel soft about. Because we need beauty to keep our morale up.

Because life isn’t merde, in spite of what our entertainment geniuses say.

 

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