Meet Paul Walsh, Head Concierge & Guest Services Manager
- 2 days ago
- 5 min read
Thought you knew Paul Walsh? Think again! From apprentice electrician and professional sportsman to full-blown trainer obsessive, he’s an interesting character, to say the least.
Can you tell us about the career path which led to where you are today?
I started out as an apprentice electrician at the Cumberland Hotel. About two years into my apprenticeship, Granada took over Forte Hotels and stopped apprenticeships. I was given the option to either move into maintenance as an operative or transfer to the Kensington Close Hotel (part of the group).
While they were sorting out what would happen with my apprenticeship, I was offered the chance to work at the Concierge desk with my old Head Concierge, Dave Sutton and Assistant Head Boyd Kemble. I decided to give that a try - and the rest is history…
Are there any specific mentors you’ve looked to for guidance, and how have they helped you on your journey?
My first Head Concierge, Dave Sutton, and Assistant Head Boyd Kemble had a huge impact on me early on - they helped shape my foundation and gave me the guidance I needed at the very start of my journey. Later, once I became a member of the Keys, I met Ronnie McDowell and David Haines at various events. They took me under their wing, were incredibly influential, and helped open doors for me. Through them, I was introduced to other industry greats and company MDs who saw potential in me - people like Terry Gabriel (Evan Evans), Nick Palan (Golden Tours), and Mr John Wales (Encore Tickets) and Phil Court (company? XXX) among many others. Other major inspiration for me in the industry were the Les Clef dO'r committee at the time - the likes of Ron Crowdy, Colin Short, Paul Whittle; still the list goes on.
What has been the highlight of your career so far?
One of the highlights of my career - beyond helping tens of thousands, if not hundreds of thousands, of guests experience London in ways they might never have otherwise - is the circle of close friendships I’ve built through my work, as well as being part of The Society of the Golden Keys. Oh, and the odd tv appearance...
Dealing with guests cannot always be easy; what’s your approach to winning over ‘difficult’ guests?
I try to prevent issues before they arise by maintaining a high level of service, but when I do encounter a difficult situation, I go back to basics: listening carefully, staying calm and approachable, and showing genuine compassion. Once the guest feels heard, it becomes much easier to find a solution - whether that’s flexibility with arrangements or a small gesture like an upgrade or added amenities to restore their experience.
What personal sacrifices have you had to make to become successful in this field?
I’ve missed family birthdays and special events, and have even flown home early from holidays for work. But if your friends, family, or partner truly understand how passionate you are about your guests and the hospitality industry, they’ll appreciate the reasons behind those sacrifices.
"In a fast-moving city like London, staying current by networking, attending events and keeping a finger on the pulse is key to offering relevant and exclusive recommendations" (Paul Walsh)
What attributes does one need to be a good Head Concierge?
To be an effective Head Concierge, you need to be open, approachable and have a genuine passion for hospitality. In-depth local knowledge is essential - not just knowing the best places, but building strong relationships with local businesses and contacts to make things happen for guests. In a fast-moving city like London, staying current by networking, attending events and keeping a finger on the pulse is key to offering relevant and exclusive recommendations. Equally important is strong leadership. Managing a large team requires excellent communication, organisation and the ability to motivate and support people, while also working closely with senior management to ensure the Concierge function aligns with the wider goals of the hotel.
If you could give advice to a Concierge new to this profession, what would it be?
My advice to a new Concierge would be that knowledge is power - but relationships are everything. Take the time to truly learn your destination, from the well-known highlights to the hidden gems. Just as importantly, focus on building a strong network of contacts across restaurants, bars, clubs, and experiences. When attending events or openings, remember your purpose: represent your guests and your hotel. Always connect with key contacts, exchange details, and follow up with a brief email the next day. Being proactive and memorable ensures that when you need assistance in the future, you’re reaching out to someone who knows and trusts you like the old saying 'it's not what you know it's who you know', thanks Dad.
What is the most rewarding thing about being a Concierge?
Some might say the most rewarding part of being a Concierge is making guests happy; others might say it’s the opportunity to enjoy the best restaurants, shows and experiences in the best city in the world - London. But for me personally, it’s the friendships I’ve built - whether through guests, colleagues, or as a member of the Les Clefs d'Or - people I would truly consider family.
Les Clefs d’Or’s motto is ‘service through friendship’; how important is collaboration with colleagues across the industry to you?
It means everything - working together, sharing knowledge and contacts, as we all strive toward the same goal. It’s about ensuring the guest enjoys an experience so much they want return and share the experience with friends and family - so they visit London, while encouraging everyone to make the most of the Concierge’s expertise.
Do you have any hidden talents you can share with us?
Hmm, where to start… I’ve got a bit of a trainer/sneaker obsession; actually, scratch “bit.” I have a collection of 700+ unworn pairs, including some seriously rare gems that are probably more 'museum exhibit' than footwear at this point. I’m also really into doing and looking at street art and graffiti; I love the creativity, the energy, and the way it transforms a space overnight. On the slightly more unexpected side, I used to be a professional ice hockey player - so yes, I can go from luxury hospitality to full-contact sport quite comfortably. These days, though, I spend most of my free time (which I try to convince myself I have plenty of) playing padel and pretending it’s a relaxed hobby rather than something I’m increasingly competitive about.
