A client intake form for luxury concierge and lifestyle teams
This client intake form covers what a luxury concierge or lifestyle management team needs from a new client on day one: who they are, their household, how to reach them, their travel, billing approvals and consent. Use it on the page or download it.
Why a concierge intake form needs more than name and phone number
Generic client intake forms are built for consultants and salons. They ask for an address and a referral source, then stop. A new concierge client arrives with a partner who also makes requests, a house manager who texts at odd hours, three loyalty programs and a firm view on which spending needs their sign-off. If you don’t capture that in the first conversation, your team learns it through mistakes.
The other gap is discretion. Intake is when clients hand over the most sensitive details they will ever share with you, and most templates invite them to write passport numbers and alarm codes onto a document that gets emailed around. This form asks only for what is safe to keep on paper, and says plainly where the rest belongs.
The client intake form
Seven sections, each with a short note on what to record and why. The downloadable Word version has the same fields with space to write, plus a signature block.
Concierge client intake form
The principal
- Full legal name
- As it appears on passports and bookings, so tickets and reservations match their ID.
- Preferred name and pronunciation
- What staff and vendors should call them, spelled out phonetically if it helps.
- Date of birth
- Needed for many travel bookings, and for planning their birthday well ahead.
- Nationalities and passports held
- Countries and expiry dates only. Keep passport numbers and scans in a secure vault, never on this form.
- Languages
- Languages they speak, and which one they prefer for written messages.
- Primary residence and time zone
- Where they spend most of the year, so message timing and local suggestions make sense.
Household and key dates
- Partner or spouse
- Name, preferred name, birthday, and whether they may make requests on their own.
- Children
- Names, ages, schools, and anything staff should know, such as allergies.
- Pets
- Names, breeds, vets, and any travel or boarding needs.
- Household staff
- Role, name and best contact for each: house manager, chef, driver, nanny, assistant.
- Birthdays and anniversaries
- Every date the client wants remembered, including close friends and family.
- Recurring events
- Annual trips, galas, school dates and seasonal moves between homes.
Contact rules and discretion
- Preferred channels
- Text, WhatsApp, email or a call, in order of preference, and for what kind of message.
- Hours for contact
- When it’s fine to reach them, and when only urgent matters should come through.
- Who may make requests
- Assistants, family office staff or family members who can ask on the client’s behalf.
- Who may approve spending
- People allowed to approve costs, and up to what amount.
- Emergency contact
- Who to call if the client can’t be reached and a decision can’t wait.
- Discretion level
- Whether their name may be used to secure a booking, and whether an NDA is in place.
Residences
- Addresses
- Each home, with the months it’s usually occupied.
- Property or house manager
- Name and contact for each residence.
- Access notes
- Who to ask for gate, alarm and key details. Keep the codes themselves somewhere secure, not here.
- Delivery instructions
- Where couriers, florists and caterers should go, and who receives them.
Travel
- Home airports
- Preferred departure airports, and the FBO used for private flights.
- Cabin and seat preferences
- Cabin class, aisle or window, and any airline they avoid.
- Loyalty programs
- Airline, hotel and car rental programs with membership numbers and status.
- Private aviation
- Operator, jet card or fractional program, and the contact who books it.
- Trusted traveler programs
- Yes or no for TSA PreCheck, Global Entry or similar. Numbers belong in the vault.
- Ground transport
- Preferred car service, vehicle type, and whether they want a meet and greet.
Service, billing and approvals
- Services wanted
- Dining, travel, events, gifting, household, wellness or others, so the scope is clear from day one.
- Membership tier
- The tier agreed in the service agreement, with its start date.
- Billing entity
- The person, trust or company that receives statements, with the billing address.
- Payment method on file
- Card type and last four digits only. Full details go straight into your payment system.
- Approval threshold
- The amount below which you may book without asking first.
- Expected response time
- What the client expects, so you can check it against the tier they chose.
Consent and sign-off
- Storing this information
- Agreement that you may keep these details in order to provide the service.
- Sharing with vendors
- Agreement that you may share what a vendor needs to complete a booking, and nothing more.
- Invitations and updates
- Whether they want event invitations and news from you, and on which channels.
- Signature and date
- Signed by the client or an authorized representative, with the date completed.
How to run an intake with a new client
- 1
Send the form before the welcome call
Ask the client or their assistant to fill in what they can. Most people complete the household and travel sections easily, and arrive at the call having thought about who may make requests.
- 2
Cover contact rules and approvals in person
Walk through channels, hours, who may ask and who may approve spending on the call itself. These answers shape every interaction that follows, and clients rarely think about them until asked.
- 3
Move sensitive details somewhere secure
Take passport numbers, full card details and access codes through a secure channel straight into an encrypted, access-controlled system. The form only notes that they exist.
- 4
Start the preference profile the same day
Anything the client mentions about restaurants, hotels or gifts goes into their preference profile, with the date and the fact that they told you directly.
Tips from running intakes
- Ask who else will be in touch
- The principal is often not the person who sends most requests. Learning the names of the assistant, the chief of staff and the house manager on day one stops a stranger’s text from being ignored or, worse, acted on without checking.
- Agree an approval threshold early
- A clear amount below which you can book without asking saves dozens of back and forth messages each month, and protects you when a client later questions a charge.
- Record discretion as a rule, not a feeling
- Whether the client’s name may be used to secure a table is a yes or no question. Write the answer down so every team member applies it the same way.
- Revisit the form after ninety days
- Households change. A quick review after the first quarter catches the new driver, the second home and the child who has moved schools.
Where a paper or PDF intake form stops working
An intake form is a snapshot. The day after you complete it, the client’s assistant changes, a loyalty number is renewed or a child develops an allergy, and the form is out of date. When the form lives in a shared drive, nobody knows which copy is current, and the details never reach the person booking dinner.
In MyRolodex, intake answers become a member profile that the whole team shares. Family, household staff, loyalty programs and payment methods sit on one record, documents go into an encrypted vault with every view logged, and new details are added as your team works rather than in a yearly clean-up.
Take the concierge client intake form with you
Everything above, in a copy you can edit, share with your team and adapt to the way you work.
Concierge client intake form: common questions
Anything else, write to hello@myrolodexcrm.com.
What should a concierge client intake form include?
At minimum: the principal’s details, household members and staff, contact rules and who may make requests, residences, travel and loyalty programs, the services and membership tier agreed, billing and approval thresholds, and consent to store and share information. This template covers all of them in seven sections.
Should I collect passport numbers on the intake form?
No. Record nationality and expiry dates only. Passport numbers, scans, full card numbers and alarm codes should go through a secure channel into an encrypted system with access controls, never onto a form that is printed or emailed.
Can I use this form for a private member club?
Yes. Clubs usually shorten the residences and household sections and keep contact rules, dining and travel details and consent. Rename “client” to “member” throughout and it works as a new member questionnaire.
How is the intake form different from the preference profile?
The intake form captures facts you need on day one and changes rarely. The client preference profile builds up over months, one page per person, and records where each preference came from and when it was last confirmed.
Can I turn this into an online form?
Yes. Each field and note maps directly onto a question in any form builder. Keep the same rule online: no passport numbers, full card numbers or codes in the form itself.
Your members expect you to remember. Now your whole team can.
Or write to hello@myrolodexcrm.com