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The hotel concierge: instruction manual.
The role of the concierge desk at a luxury hotel (such as The Milestone pictured) is absolutely critical for the hotel: but how do you as a hotel guest make the best use of it?
One of the great resources of any high class hotel is the concierge desk. Yet it’s consistently under-used by guests, perhaps because many people don’t know how to get the best out of the service.
Concierges in London and elsewhere devote time and effort to knowing the city and particularly the area around any given hotel. They also have an entrée to many restaurants and theatres – knowing how to get tickets for almost-booked-up shows and how to slot a diner into an in-demand restaurant. They know where the best tables are and will do their best to make sure you’re not at the one next to the toilets or the door.
They also know about museums, opening hours, shopping, tours and attractions… just about everything you might want. They can help with travel reservations or rebookings, grab some shopping for you (do you need an OTC medicine you’ve run out of or a particular book?), even walk the dog on your behalf. So rule number one is simply: go ahead and ask!
A few other handy tips may be in order to make the most of your concierge:
1. Ask for the difficult, not the impossible. “I want tickets for the Olympics 100 metres final tomorrow” – impossible. “Is there any chance of seeing Kevin Spacey’s Richard III, though I know it’s sold out” – difficult.
2. Know what you want. Don’t just say, “I want to go shopping.” Say, “I’m interested in antiques, but more retro and vintage 1950s stuff rather than Louis Seize”; or, “I want to find somewhere showing good arthouse films” rather than just “I’d like a movie ticket”. The more specific you can be about what you want, the more the concierge can help.
3. Want something special? This is what concierges do! If you have an anniversary or want to surprise your partner with something unusual; or perhaps seek an unforgettable experience for your daughter’s eighth birthday, feel free to ask what the concierge can suggest. Showers of rose petals could be arranged. Or occasionally, behind-the-scenes access to fashion shows, music concerts or art exhibitions.
4. Don’t ask for anything illegal. The concierge desk at a plush hotel is not the place to buy hash, no matter what rock star memoirs may sometimes imply!
5. Know how to tip. For just recommending a tour or a trip to Camden, you don’t need to. But if a concierge has really pulled the white rabbit out of the hat with a hard to get reservation, a £10-20 tip wouldn’t go amiss. Perhaps just as important – if a concierge has really excelled, write a proper thank-you note to go with the tip.
6. Use the concierge to check out what’s hot and what’s not. If you want to go to a particular restaurant but the concierge suggests another, ask why – he may know recent news (did the star chef just leave for example?) which you are unlikely to be aware of.
7. Give the concierge time to work. The more notice you can give, the more likely it is the concierge will be able to help.
Frank Laino, concierge at The Stafford, will soon be interviewed on London Hotels Insight
Remember, the concierge is there to make sure guests come back to the hotel again and again. So giving a concierge the chance to strut his or her stuff will be appreciated – you’re giving the hotel an opportunity to demonstrate exactly why you should come back next time.
Examples of particularly good concierges in London hotels include the concierge at Hazlitt’s Soho; and the great concierge team at luxury Kensington hotel The Milestone, where taking your dog for a walk, retrieving your misplaced passport and arranging a surprise for your loved one are all tiny noticeable touches regarded as simply part of the service.
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If you mention to the concierge that you are celebrating a special occasion, The Milestone Hotel has a reputation for helping to make it truly memorable
London Hotels Insight blogger Marie-Hélène also had a good experience with the concierge at the 4 star London Bridge Hotel when staying there.
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Photo credits: The Milestone Hotel (Red Carnation Hotels), The Stafford Hotel (Kempinski).
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