Tell us about your hospitality journey. How did you come to work at The Savoy?
My hospitality journey began aged 15, working a weekend shift at a family-run hotel and later attending Sheffield Hallam University to study Hotel Catering & Institutional Management. I later worked in various roles within the Chesterfield and Millenium Hotel in Mayfair, before progressing into leading management positions at The Wyndham Grand Chelsea Harbour and Doyle Collection.
Securing my first head concierge position at the Marylebone Hotel aged 26 years old, I was one of London’s youngest-ever head concierges. I joined The Savoy in 2021 and became head concierge in 2024 – bringing 13 years of luxury hospitality experience to the position.
What does an average day look like for you as head concierge?
My typical day at The Savoy begins with a review of any new bookings and special requests, followed by a concierge team briefing to discuss the day’s events. The morning involves assisting with inquiries, arranging transportation, making dining reservations and providing local recommendations. My coordination with other departments and relationships with vendors is crucial to this, ensuring seamless service delivery and securing access to exclusive experiences for guests.
“Guests are increasingly interested in authentic local experiences rather than traditional tourist attractions”
Afternoons focus on guest follow-ups, team mentoring, and administrative tasks such as scheduling and budgeting. The evening typically includes ensuring VIP arrangements, conducting end-of-day meetings with the team, and final guest check-ins, all while maintaining a visible and approachable presence throughout the day to address any issues and provide up-to-date information on local events.
How have guest requests changed over the time you have been at The Savoy?
Experiential requests: Guests are now more interested in unique, immersive experiences. This includes bespoke activities such as private tours, exclusive events, and personalised cultural experiences, reflecting a desire for more meaningful and memorable stays
Local and authentic experiences: Guests are increasingly interested in authentic local experiences rather than traditional tourist attractions. This includes seeking recommendations for hidden gems, local dining spots, and culturally immersive activities
Dietary and culinary preferences: There is a greater focus on specialised dietary needs and preferences, including requests for vegan, gluten-free, and other tailored dining options
Sustainable and ethical choices: There is a growing demand for sustainable and ethically sourced options. Guests are requesting information on eco-friendly activities, sustainable dining options, and hotels that prioritise environmental responsibility
What has been the funniest or most unexpected request from a guest?
One of the most entertaining requests was from a guest who wanted to stage a surprise “fashion show” for friends in their suite and asked us to arrange for a runway setup; complete with a mini catwalk, spotlight, music and a selection of extravagant outfits to model.
We coordinated with local costume designers, set up a makeshift runway in the suite and even provided a stylist to assist with the wardrobe changes. The guest’s friends took turns strutting down the runway, creating a memorable and hilarious event that everyone enjoyed. It was a perfect example of how we can turn even the most imaginative ideas into reality.
What is the best part of your job?
Making guests’ wildest dreams come true! Whether it’s securing ‘impossible-to-get’ reservations, arranging bespoke experiences, or solving last-minute problems, I have the ability to make a significant impact on guests’ stay.
What is the most challenging aspect of being head concierge?
Balancing the diverse and often unpredictable demands of guests while maintaining the highest standards of service. This includes handling last-minute requests, resolving unexpected issues swiftly, and ensuring personalised attention to each guest’s unique needs.
Achieving this, I coordinate with various hotel departments and external vendors to deliver results under limited time constraints. Additionally, managing and motivating a team to consistently perform at a high-level in a high-pressure environment requires strong leadership and organisational skills.
What are some of the key qualities you need to be a good concierge?
Exceptional communication skills: Clear, courteous, and effective communication with guests, team members, and external partners is crucial for understanding and fulfilling requests accurately
Strong problem-solving abilities: The ability to think quickly and creatively to resolve issues and meet guests’ needs, often under tight deadlines, is vital
Extensive local knowledge: In-depth knowledge of London, including its attractions, restaurants, events, and hidden gems, enables the concierge to provide valuable recommendations and exclusive access
Outstanding customer service: A genuine passion for hospitality and a commitment to providing personalised and attentive service ensures each guest feels valued and cared for
How do you keep in the loop about the latest cultural happenings in London? Are there any particular magazines or websites you rely on?
Local publications: Regularly reading influential local magazines and newspapers such as Boutique Hotelier, WHERE London, The Evening Standard, and Londonist helps keep me abreast of current events, exhibitions, and dining trends
Industry Networks: Maintaining relationships with local vendors, event organisers, and cultural institutions provides insider knowledge and early access to exclusive events or new openings
Hotel Industry Resources: Utilising industry resources, attending hospitality-focused events but most importantly attending the Society of Golden Keys (Les Clefs d’Or) monthly meeting, ensures I stay informed about new trends and best practices in the hospitality sector
What is your favourite memory of helping a guest?
One of my most cherished memories involves arranging a themed ‘70s Retro Night’, to mark a guest’s 70th birthday. Hosted in one of the hotel’s elegant private rooms, we recreated the look and feel of the 1970s with vintage decor, music from the era, a menu inspired by popular dishes of the time and a surprise performance by a well-known local band specialising in 70s hits.
To add a personal touch, I created a photo slideshow of memorable moments from the guest’s life, which played during the event. It was incredibly rewarding to see the guest’s delighted reaction as they walked into the transformed space, surrounded by friends and family. It was a perfect blend of creativity, personalisation, and impeccable execution, making it a standout moment in my career.
By Eamonn Crowe
