Carrier reports 54% rise in demand for its concierge service

Luxury tailor-made operator Carrier has seen increased demand for its concierge service, with enquiries up an average of 37% each month when compared to last year.

The month that saw the most significant improvement was January, when enquiries were up by 54%. February also saw a notable increase of 46%.

To support the growing demand for this service, Lorraine Norcross (pictured) assumed the newly created role of concierge manager in April 2024, alongside full-time concierge team members Nikita Ritchie and Joanne Tullet, who joined the team last year in April and September respectively. 

The operator said that concierge plays “a critical role in delivering excellence to [our] trade agent partners and mutual clients”.

The success has been attributed to the operator’s “proactive approach”, which has seen them introduce data-driven reports and heat maps that alert them to crucial times when certain products and services are frequently booked. The team is then able to contact agents to secure client preferences ahead of time.

Norcross said: “While there may be a wealth of experiences in resorts, the most popular can often get booked up or have a long waiting list. It’s things like private ski instructors during peak season, nannies and kids’ clubs in the school holidays, and reservations at the busiest restaurants in the popular Ikos Resorts.

“We are now actively contacting agents who have clients going out to these resorts in enough time to ensure they can secure whatever it is they need. With us anticipating their clients’ needs for them, it means they don’t have to think about it – they know it’s all taken care of by Carrier. It’s a service they really value.”

Natasha Towey, Carrier’s managing director, added: “We’re aiming to deliver a market-leading concierge offering. We’ve doubled the size of this team, we’re turning service into a proactive one rather than reactive, and we’re successfully elevating the customer experience in resort.”

Carrier’s complimentary concierge service is available on all bookings.