Sounds like a shop to me. IE we want the concierge to be more of a profit centre.

There are so many ways little things can be monetised. Oh you’re celebrating? Well rather than the hotel gifting you a cake & balloons why don’t you reserve x space on the terrace and included in that fee is a bottle of champagne etc?

And concierge lounge at x hotel could invite popups from local businesses to showcase their cuisine etc. Business pays $x to rent space plus % of revenue for each reservation through that location.

All for enforced / minimum brand standards and ‘post pandemic’ time for a refresh. I also really wish they would sort out their App to prioritise things like keyless entry and things. It’s much better than it was, but not up there with for e.g. Hyatt.