IIRC the Cdn concierges earn even less, something like $15CAD/hour (~11.50USD/hour based on current exchange rates).
Afaik $25USD/hour for a customer service job would be on the high end, but I agree $13.50USD/hour is quite low and probably not sufficient to retain the more qualified concierges. Then again, it's almost twice as much as the minimum wage in the US and the job includes a few other perks (incl. travel perks).