Spotlight on Concierge

Company Our People
14 February 2022

On Monday 7th February we celebrated Concierge Appreciation Day – a day which recognises and champions our residential superstars across our business.

Our residential concierges work in some London’s most iconic and luxurious residential developments, with a complete focus on supporting their residents’ lifestyles as well as working behind the scenes to maintain the property standards.

This year we celebrated a little differently. Our Concierge Spotlight Series showcased seven of our inspiring concierges across our business with each interview taking a closer look into what our they do every day to make our guests’ experience so exceptional. Plus, they share their individual insights, advice, and top tips to working in the luxury residential sector.

Below we share a summary of our Spotlight Series from all seven of our participants:

What does your role as a concierge entail?

Answered by Aaron Woodley, Head Concierge at One Bishopsgate Plaza.

As Head Concierge, I need to anticipate our resident’s needs, to have empathy, and an understanding of other needs and requirements across the property. I am always on-hand to assist with any last-minute resident requests, such as dinner reservation, arranging for a large delivery arrival etc. But ultimately, my job is to make sure everything is running as seamlessly as possible for our residents.

Tell us a bit more about your career history.

Answered by Oscar Fernandez, Head Concierge at Chelsea Barracks.

Before moving to London in 2007, I studied Tourism Management in Spain. In 2007 I moved to London to work at the InterContinental London Park Lane hotel as a Night Luggage Porter. Over the years I was promoted through the ranks to Head Concierge, and I became a Golden Keys Member in 2015. Due to the pandemic, I had been made redundant from the hotel in October 2020. Job opportunities in the hotel sector dramatically declined due to the pandemic and I decided to search for Concierge roles in the residential sector. I started as a concierge in February 2021 in a new development called West End Gate. In June 2021, I found my dream role as Head Concierge for Portico a Chelsea Barracks.

What do you most like about your job?

Answered by Joshua Charge, Concierge at One Bishopsgate Plaza.

What I enjoy the most as a concierge at Portico is the daily interaction I have with our residents, and through this, learning about them and what they do. I am very fortunate enough to meet all sorts of people from all different paths, and in turn, being exposed to learn a lot of things that I otherwise wouldn’t have known outside my role.

What are the challenges you face in your role?

Answered by Raymond Garrick, Concierge at the Television Centre.

Challenges come in many forms. If a guest requests a challenging task or is unhappy, I do my best to turn it around quickly. A good concierge is creative with any challenge, and if the guest sees you are trying to assist them, it translates into a positive experience.

What has been your biggest highlight at Portico?

Answered by Liam Warburton, Assistant Head Concierge at Chelsea Barracks.

One of our residents has a very young son who likes to play fancy dress and regularly dresses up as a policeman, gardener, fireman etc. After returning to work from my holidays, the mother approached me and showed off her son, he was in the lobby behind the concierge desk wearing a suit, dressed up as me, ‘Mr Liam our concierge!

What are the key ingredients to premium guest experience?

Answered by Jorune Jakubelskaite, Concierge at One Bishopsgate Plaza.

The recipe to providing premium guest experiences is like a making a cake: a heap of smiles, a dash of joy and a sprinkle of kindness.

What would your advice be for somebody considering a career in guest services?

Answered by Cosmin Vaduva, Senior Concierge at One Bishopsgate Plaza

To focus on delivering a good quality of service, to establish a future-proof plan. I would recommend taking as many courses as possible to allow development into the concierge career.

What are your top tips for happiness and wellbeing in the workplace?

Answered by Aaron Woodley, Head Concierge at One Bishopsgate Plaza.

Be honest and approachable. You spend a lot of time with colleagues, it is great to get to know others more and what are their interests and hobbies. Always make sure you have time for others.