How May I Help You?

My philosophy comes from the hotel world. In hotels, service standards aren’t optional; they’re survival. Guests who feel underwhelmed won’t hesitate to book elsewhere next time. That’s why operators invest heavily in training their people to deliver seamless, attentive service at every touchpoint. Yet in residential block management, where competition isn’t as fierce, the same emphasis on service has rarely existed. But if anyone deserves to be warmly asked, “How may I help you?”, it’s residents – because unlike hotel guests, this is their home.

And the results speak for themselves. A fantastic concierge doesn’t just greet people; they lift the entire atmosphere of a building. They help build community, attract new buyers, and foster pride of place. Investing in the best concierges isn’t necessarily about paying more. It’s about instilling the right mindset, hiring for the right attitude, and making “How may I help you?” a habit.

Of course, the phrase must never be empty. If a resident asks for help, the concierge must be ready with answers, or at least know where to find them quickly. That means being familiar with the building, having a direct line to the managing agent, being able to retrieve details from the Dwellant portal, and knowing the local neighbourhood – just as a hotel concierge would. A concierge glued to their phone or CCTV screen is a wasted opportunity. The best are alert, approachable and poised for action.

And here’s the extra benefit: when concierges engage positively with residents, their own job satisfaction soars. Helping people feels good. Seeing residents smile, knowing you’ve solved their problem, creates a virtuous circle: happy staff, happy residents, happy managing agent.

Finally, a word on hybrid roles. At Cledor we often supply concierges with a security background. For them, “How may I help you?” is more than a courtesy. It’s also a subtle security tool. Used when approaching a stranger, it politely clarifies their intentions. They might simply be lost, or they might be up to no good. Either way, the interaction shows they’re noticed. Body language often tells the rest of the story.

So, five words. Easy to say. Powerful in practice. When used with warmth and sincerity, they turn buildings into communities, staff into heroes, and everyday interactions into lasting trust.

Nick Regnier, Founder and Managing Director, Cledor