What are some things we can use your services for without being assholes?
We can literally do anything! Don’t feel like you’re being an asshole we are there to make your stay as effortless as possible.
The best way to utilise us is restaurant recommendations, theatre tickets and taxis. We will get you the cheapest prices with VIP service!
Also if you want something different to do ask about local walks. We know all the local hidden treasures you wouldn’t find otherwise.
Do you guys have “training” for all the hidden stuff or are you hired specifically for your knowledge of the area?
No we learn as we go. It does help if you’re local! But more often than not it’s just experience. We have endless files on our computer though we don’t work entirely from memory! Don’t be too impressed!
What’s the craziest thing someone’s requested?
I had to get an elderly gentleman a toupee. He had never worn one before but decided he wanted one to go to dinner that night… not an easy task but we did it! (And he actually looked pretty good!)
How do you deal with illegal requests?
It depends on the request. Usually it’s just a case of turning a blind eye.. after all it’s up to the individual. Prostitutes are somewhat of a grey area! We will never advise a guest on where to find an escort nor will we arrange it for them. However if they ask us to send a car for ‘their guest’ we will!
So if I need some hash can you help a guy out or just hotel/travel stuff? Movies make it seem like you can ask you guys for seriously whatever they wanted.
No we can’t put you in contact with anyone but we will facilitate delivery.
I haven’t ever been asked personally but I was rooming someone once when a bag of white powder fell out of their pocket. They didn’t notice and I didn’t know what to do! When he turned round I just said ‘I think you dropped that’ bit awkward!
Say someone is staying at your hotel and on a whim wants to go to a sold out concert at a local venue. Can you get them in, and if so, do your connections get them regular ticket prices, or are they paying for crazy VIP rates? For something like that does the hotel buy the tix and then charge the guest room?
So we can usually get tickets for a sell out but in actual fact the venue was never really sold out. They have a certain amount of tickets for things like radio competitions or whatever. And of course for us to sell. We always try to negotiate the best price for the guest but the price is the price. The guest doesn’t have to pay upfront they can pay on check out. Money to the venue gets sorted through the accounts department I don’t know exactly how it works.
I’m not impressed with the restaurant and quite fancy a Gregg’s Sausage Roll or four, but all the local Gregg’s are all closed for the evening. What do you do?
Find the nearest Iceland store and buy the frozen greggs sausage rolls. Get the kitchen to bake them in the oven (not the bloody microwave) and send it to your room!
What’s the best way a regular person can enjoy things at the hotel only the rich and famous get?
Simply just ask! Always speak to the concierge not the reception staff. Reception can only do so much but the concierge team can get away with a lot of things.
When you arrive ask us about upgrading your room. If we can we will. If you’re eating in one of the hotel restaurants ask us if we could recommend a table, we’ll get you on a great table and and make sure the wait staff look after you well.
My best tip, though, to really feel like a VIP is call down from your room and ask us to run your bath! You might feel daft but we’ll run an awesome bath and we’ll bring you a bottle of wine to enjoy on the house! Do it! Just ask!
I would feel like such an asshole if I asked someone to come up to my room to run my bath. I mean it’s right there…
Haha yeah and we know you could run it yourself… you can also pour your own beer but you let the barman do it for you! It isn’t just running a bath it’s enjoying a bit of luxury and indulging yourself!
Are any of these people actually embarrassed or sheepish about some of their more outrageous or outlandish requests or demands? Examples?
Nope. The regular money just don’t care they ask for what they want and expect to get it.. the young couples who have saved up for a treat or the elderly couple coming in for afternoon tea.. they get embarrassed making the simplest request, because they don’t want to make work for anyone, they don’t want to be a pest! I’ll do everything I can to make their visit special! It’s a one off for them
How do I figure out what to tip the concierge? Is it a set price or do I do a percentage of what I’m getting etc?
Yeah it’s a bit different. We are built in with the price of your room. You wouldn’t tip us same as you wouldn’t tip reception staff. Save your tips for the bell hop and or wait staff. Of course it’s always nice to receive a tip and we appreciate the gesture but it isn’t expected like it might be in other roles in the hotel
Have there been times when you wanted to smack someone for being an ass/petty?
Yes! We hosted an Aston Martin car show a few summers ago. One guys Aston broke down on the hotels driveway. We called a local garage and left them to it. About an hour later he called the hotel and asked me to meet him at the garage… which I did. He expected us to pay for the repairs and when I told him that wasn’t possible he gave me a proper dressing down infront of everyone. I just had to suck it up and politely nod but I could have quite happily nutted him! Money does funny things to people
Are there any particular celebrities that were especially nice and easy to deal with?
Yeah. To be honest most of them are. It’s very rare you get a ‘diva’ that said TV personalities are generally nicer than pop stars. I’m not sure if you’ll know him but the nicest guy I ever met was Derren Brown! That’s my one name drop!
Who’s the most famous person you have ever met?
So i want to be as transparent as possible but discretion is rule 1 so I can’t give names. The two big ones though was a Prince in the British royal family and an American actor who made my missions quite impossible!
Worst thing a famous/rich person did?
One couple paid to stay in two separate rooms. The excuse ‘he’ gave was that his wife snored… the two nights they were there I showed three different women to his room, all at least half his age!
What is the protocol for handling the wife, when the husband is already checked in with his mistress?
So we never share that information. If the wife turns up and says ‘which room is my husband John smith in’ we say ‘sorry I can’t confirm that we have a John smith staying here tonight’ inevitably she says ‘ I know he’s here’ we say ‘have you tried calling him?’ And on it goes.
We will never tell another soul that you’re in our hotel we wouldn’t tell your own mother. We won’t even put a call through to your room unless you’ve ok’d it
How did you get into the business? how long did it take to work up to 5 star service?
I was really lucky tbh. I did all my training in the hotel I currently work at so I didn’t build up to it as such. I was barman in a different hotel before that. I’m currently working towards my golden keys though which will be a proud moment for me
