When it comes to the hotel experience, there are a few things that have evolved over the years. For instance, these days, you’re more likely to see the implementation of sustainability measures (notes about reusing towels and refillable full-size bath products in place of smaller, travel-sized bottles). It’s also now rare to see a phone booth—unless you’re in a historic or grand dame hotel—and more and more properties are leveraging QR codes and iPads in favor of paper menus and phone calls for room service requests. 

But what about the concierge desk? After all, the role can be perceived as slightly dated; travelers have the ability to Google their destination or make dinner reservations directly from their phones instead of asking a knowledgeable member of the hotel’s team. 

Even with this technology at our fingertips, though, the role of a concierge continues to be a highly respected position at hotels—you just won’t find them at every property you visit. Some hotels, particularly smaller boutique properties, have a front desk that handles all guest requests, from questions about housekeeping services to recommending local activities and dinner spots. Larger and more upscale hotels and resorts have both dedicated concierge and front desk teams, allowing for a more intimate, personalized experience for guests. 

If you’re a guest of a hotel that has both a front desk and a concierge, how do you know which one to ask for help? To answer that question—and ensure you’re well-versed in proper hotel etiquette—we polled a couple of hospitality experts. 

When to Ask the Front Desk

When you arrive at a hotel, your first stop is likely the front desk. “The front desk handles inquiries about various room types, room locations, on-property amenities, and general hotel operations,” says Alex Shami, the concierge supervisor at The Ponte Vedra Inn & Club. This is the team that, according to Elise Yarrison, the senior rooms manager at Perry Lane Hotel, is in charge of “ensuring a seamless and enjoyable stay.” If your WiFi isn’t working or if your room key won’t grant you access to the pool area, you’ll want to go directly to the front desk (or call them from your room). 

“While their primary focus is to provide overall information about the hotel, address any concerns, and attend to room requests, they can point guests in the right direction for any inquiry,” explains Yarrison.

When to Ask the Concierge

While the concierge has roots dating back to the Middle Ages—albeit with a different name—the role first started becoming more common in the US in the 1970s. In 1978, Les Clefs d’Or International, the professional association of hotel concierges, welcomed its stateside chapter. In 2025, a concierge continues to serve as an expert on their destination and the hotel itself. 

“The concierge must be well-versed in the hotel’s daily operations and the local area’s offerings. We enhance guest experiences by continually discovering new attractions, venues, events, and restaurants in the local and surrounding areas to provide the best recommendations for our guests,” says Shami. 

He recommends going directly to the concierge for things like “dining reservations, reservations for golf and spa amenities, excursions, transportation, and personalized recommendations to enhance their stay,” says Shami. At The Ponte Vedra Inn & Club, for example, the concierge can help with guidance and arranging things like “seeking a tailor, bridal salon, dolphin encounter, or fishing charter.”

At Perry Lane Hotel, says Yarrison, the concierge team focuses on “making the [guest] experience… a memorable one”—whether that means booking tours or providing general information about the area.