Front-of-house support with security built in
Give residents, guests, visitors and contractors a professional first point of contact while keeping access, incidents and handovers under control. Choose on-site cover, Remote Concierge or a hybrid plan built around the hours your building actually needs.
The buyer's problem
Reception is where customer service, access control and building operations meet. When nobody owns that point of contact, visitors are left waiting, contractors enter without a clear process, incidents are passed around and the property team carries the out-of-hours burden.
Clear Watch provides a trained concierge team with a defined brief. The role is built around your people, access rules, building systems, escalation contacts and service standards.
Three ways to cover the building
Not every building needs the same staffing pattern. We review footfall, operating hours, risk, resident or guest expectations and the practical need for physical attendance before recommending a model.
A trained officer is physically present during the contracted hours to welcome people, manage agreed access procedures and respond to issues within the site brief.
A UK-based remote team manages specified calls, queries and requests using your agreed building information, authority and escalation process.
On-site cover handles busy or higher-contact periods, then Remote Concierge takes over when the desk or property team is unavailable.
How hybrid concierge works
Hybrid cover is useful when a full on-site shift is unnecessary but leaving calls and incidents to an unstructured rota is not acceptable. The handover is designed before launch, so the remote team knows the building, the active issues and the limits of its authority.
Live Remote Concierge app
The live Remote Concierge app gives each property a digital front door. A guest or resident can scan a property QR code or open the service on their phone, find approved building information and ask for help without searching for an out-of-hours number.
Leo, the concierge assistant, deals with routine questions first. When judgement or action is needed, the conversation moves to the UK-based Clear Watch team with the property context already available.
Service process
Good concierge work depends on clear instructions. We establish what the team can do, what remains with the client and how each issue should be handed over.
We discuss the property, users, current arrangements, peak periods, access systems, out-of-hours pressure and service objectives.
Visitor handling, deliveries, keys, fobs, patrols, remote calls, incident actions and restrictions are written into the service scope.
Greetings, building information, contacts, escalation thresholds and handover requirements are documented for the assigned team.
Access and systems are checked, the coverage timetable is confirmed and any on-site-to-remote handover is tested before launch.
Activity, incidents and open matters are recorded. The specification can then be reviewed as occupancy, risk or operating hours change.
What can be included
The final specification is site-specific. These are common concierge duties, subject to the building's systems, authority, operating procedures and risk assessment.
Evidence and accountability
Reporting should help the property team make decisions, not create another inbox of vague notes. We agree the information, recipients and urgency level for routine activity, incidents and handovers.
When an issue is found
The concierge assesses what is happening, deals with routine matters within the agreed authority and escalates anything that needs a manager, emergency service, contractor or physical response.
The exact action depends on the site instructions, available information, safety and the circumstances encountered.
Concierge personnel do not replace police, fire and rescue, ambulance, clinical, care, maintenance or other competent services. They will not enter an unsafe situation or undertake work outside their training and authority.
Relevant sectors
The right mix of welcome, access, assistance and escalation varies by sector. The site brief reflects the building, its users and the client team's responsibilities.
Support residents, visitors, deliveries, contractors and communal-area procedures with a consistent point of contact.
Provide arrivals support, guest assistance and an agreed out-of-hours process when the main team is unavailable.
Welcome staff and visitors, administer access and maintain a professional reception-security interface.
Support reception, access and escalation procedures around arrivals, visitors and out-of-hours resident requests.
Coordinate different visitor types, access rules, shared areas and escalation contacts under one building brief.
Provide agreed front-of-house and security support without taking on clinical, personal-care or safeguarding responsibilities.
Customers using the service
These examples are limited to customers identified by Clear Watch or confirmed for this project. They show how the service can support aparthotels and privately operated short-stay accommodation without suggesting that every customer uses the same coverage model.
The detail below distinguishes staffed concierge work from remote out-of-hours support and avoids attributing the private host's contract to the Airbnb platform.
Clear Watch's published feedback identifies The Lawrance as a Remote Concierge customer for out-of-hours requests and security support across its apartment locations.
Remote guest support · Out-of-hours cover · Multi-location service
Clear Watch's published case study describes on-site night concierge duties, guest assistance, redirected out-of-hours calls and a structured handover between the client's daytime team and Clear Watch.
On-site concierge · Remote call handling · Hybrid handover
A private host uses Clear Watch to support guest contact and agreed out-of-hours escalation. The contracting customer is the host, not Airbnb.
Remote guest contact · Agreed escalation · Private clientAirbnb is a third-party booking platform and is not presented as a Clear Watch customer or endorser. Its mark is shown only to describe the private host's accommodation channel.
Buyer assurance
Clear Watch was established in 2008. The company holds SIA Approved Contractor status for Security Guarding and Keyholding, is SafeContractor approved and is an Armed Forces Covenant signatory. These credentials support buyer due diligence but do not replace a property-specific assessment and agreed service scope.
UK service, Oldham operational base
Clear Watch operates from Oldham and supports clients in different UK regions. On-site concierge availability is confirmed after reviewing the location, hours, staffing and mobilisation requirements.
Remote Concierge can support UK properties wherever the building information, systems access, call routing, escalation contacts and any physical-attendance arrangements can be established properly.
Concierge questions answered
The most useful proposal starts with your operating hours, building users, current pressures and the decisions you expect the concierge team to make.
Concierge security combines a professional front-of-house presence with agreed security and building-support duties. The role can include welcoming visitors, controlling access, managing contractors and deliveries, carrying out checks, recording incidents and following the site's escalation procedures.
Both can provide a professional welcome and practical assistance. A concierge security role also includes agreed protective duties such as access control, security observations, patrols and incident escalation. Any activity that requires an SIA licence is assigned to appropriately licensed personnel.
Hybrid Concierge combines planned on-site cover with Remote Concierge support. A physical concierge can cover busy or higher-risk periods, while the remote team manages agreed calls and requests when the desk or property team is unavailable. Mobile attendance can be added where it is appropriate, contracted and available.
Yes. We can agree a handover so the remote team manages specified out-of-hours calls, guest or resident queries and escalation when the on-site desk closes. The hours, systems access, authority and operating procedures are agreed before launch.
The concierge follows the property's escalation plan. Depending on the circumstances and contracted service, this may mean contacting the duty manager, emergency services, an approved contractor or a Clear Watch mobile officer. Physical attendance is only included where it has been agreed.
Reporting is agreed around the service. It may include shift logs, visitor or contractor records, patrol activity, incident reports, photographs where appropriate, remote call and escalation logs, and a handover summary for your team.
Yes. Site instructions can cover presentation, greetings, building information, access rules, key contacts, escalation thresholds and reporting. Clear Watch does not replace your property-management or maintenance function, so responsibilities are defined at mobilisation.
Yes. The live Remote Concierge app gives guests and residents a simple route to approved property information, routine assistance and human escalation. Access, property content, operating hours, integrations and any physical-response arrangement are agreed during mobilisation.
Clear Watch is based in Oldham and provides concierge services for clients across the UK. On-site availability is confirmed after reviewing the location, hours, mobilisation and staffing requirements. Remote Concierge can support UK properties where the operating procedures, systems access, escalation contacts and any physical-response arrangements can be agreed.
Plan the right front-of-house cover
Share the property type, location, busiest periods, current front-desk arrangement and out-of-hours pressure. We will help you compare on-site, remote and hybrid options without assuming that one model fits every building.
