AS THE PERSONAL TOUCH BECOMES MORE IMPORTANT, CONCIERGE SERVICES ARE CHANGING

In today’s luxury condominium market, concierge service has evolved beyond accepting parcels and greeting guests, according to Jeffrey Kansun, a managing partner at Sierra. 

Kansun oversees the Toronto-based developer’s concierge programs at completed buildings such as Motto Condominiums at Bloor Street West and Dovercourt Avenue, and at One Ten Avenue Road, which is now in pre-construction. Here Kansun explains how those programs — increasingly defined by discretion and personalization — can be used to entice condo buyers with the promise of service you’d expect from a hotel. 

What are the most common requests concierges receive from residents?  

In most buildings, the bulk of concierge requests are practical: receiving packages, coordinating deliveries, granting access to service providers. Those fundamentals don’t go away. But what we’re seeing at the luxury boutique level, however, is a shift beyond logistics toward lifestyle management. Residents increasingly want assistance securing hard-to-get dinner reservations, theatre tickets and wellness appointments, or arranging in-suite services while they’re travelling. It’s less about holding parcels and more about protecting time.  

What is the most unusual request you’ve heard of?  

The more interesting requests aren’t necessarily unusual; they’re highly specific and time-sensitive. We’ve seen situations where residents needed last-minute arrangements made while they were overseas, everything from coordinating someone to come into their suite to care for their cat to loading their delivered groceries into their fridge. Those moments stand out because they require resourcefulness and trust. It’s not about extravagance. It’s about solving something quickly and seamlessly so the resident doesn’t have to think about it.  

How does a concierge elevate the living experience?  

A well-executed program changes the rhythm of daily life. It introduces ease. When everyday details from valet coordination to weekend baked goods in the lobby are handled thoughtfully, the building begins to feel more like a private hotel than a traditional condo. It’s also about enforcing a sense of security: Whether residents are home or travelling, they should feel certain their suite, their vehicle and their belongings are protected and responsibly overseen in their absence.  

At a boutique property like One Ten Avenue Road, the goal isn’t volume of services. It’s consistency and personalization. Over time, concierges understand preferences, anticipate needs and become quiet extensions of a resident’s household.  

What are the most important attributes a concierge should possess? 

Discretion is foundational. Beyond that, attentiveness and emotional intelligence are critical. The best concierges are proactive. They don’t simply respond to requests; they look for ways to make a resident’s day easier.  

Resourcefulness also matters. Whether it’s sourcing a last-minute reservation or coordinating multiple service providers while a resident is away, the ability to problem-solve calmly and efficiently is what distinguishes hospitality-level service from a standard front desk.  

How do resident expectations differ in a high-end building compared to mid-market properties?  

In mid-market buildings, expectations tend to focus on efficiency and security. In high-end boutique residences, expectations shift towards white-glove service with more personalization and immediacy. Residents value time and privacy, and they expect services to feel seamless and intuitive. The experience becomes more relationship-driven. The concierge isn’t just present, they’re engaged and informed, operating with a hospitality mindset rather than a purely administrative one.  

How do concierges balance discretion with personalized service?  

It starts with culture and training. Discretion has to be embedded in how the team operates, from how information is shared internally to how requests are logged and managed. Personalization doesn’t require intrusion. It’s about remembering preferences and responding appropriately, not collecting unnecessary information. At the boutique level, smaller resident counts actually make it easier to deliver tailored service while maintaining strict confidentiality. Trust is built gradually, and it’s protected carefully.  

Can you share an example of a moment when a concierge went above and beyond for a resident?  

In one instance, a resident was travelling internationally when an urgent in-suite matter arose involving multiple service providers. The concierge coordinated access, scheduled repairs, oversaw the work and ensured the suite was fully reset before the resident returned, including arranging grocery delivery and a fresh floral installation.  

From the resident’s perspective, the issue was resolved without disruption. That’s ultimately the benchmark: problems handled quietly, and a home that feels ready the moment you walk through the door.  

This interview has been edited for length and clarity. 

2026-03-03T13:56:35Z