I wonder if the conceirge has any behind the scene duties that are invisible to the BF passengers? If no, then I agree with CAL PHL FLYER that they are useless. You don't need an FTE that merely smiles and nods at about 30-50% of the BF passengers. Here are some things they could do but currently are not:

1. Escort BF passengers from lounge to aircraft. I don't mean one by one, but when they make the boarding call in the lounge, s/he can rally all the pax, clear the way, and get the BF pax on the plane with minimal fuss.

2. Be present upon arrival and show people how to get to the showers (this is huge).

3. at baggage claim, look for the BF luggage coming off belt, and ask the pasenger grabbing the bag if they can answer any questions re connections, lost baggage, ground transport, etc.

Edited to add: Doh! If the bag is coming off the belt, I suppose its not lost! Anyway, what I meant was, the concierge should pay special attention to lost BF luggage.