Meet Peter Wharmby, Head Concierge at the Mandarian Oriental Mayfair, London

What began as a search for a gardening job in a hotel blossomed into Peter’s unexpected journey to life as a Concierge.

Head Concierge Peter Wharmby

Can you tell us about the career path which led to where you are today?

I left school quite early and tried my hand at a few different jobs before joining a five-star hotel in Hampshire as a Bellman. I actually walked to the hotel one day looking for a gardening job, as it was set within 500 acres of beautiful countryside near where I lived. When I inquired at the front desk about vacancies, the Head Concierge happened to be there and asked if I knew what a Concierge did. I didn’t at the time - but he encouraged me to apply for the Bellman role, and that’s how it all began.

Are there any specific mentors you’ve looked to for guidance, and how have they helped you on your journey? 

The Head Concierge I met that day in Hampshire was George Murray - a true mentor with the patience of a saint. I feel incredibly fortunate to have learned from someone so grounded and wise.

What has been the highlight of your career so far? 

Receiving my Golden Keys in 2015 was undoubtedly the highlight of my career so far. Standing in front of a room full of respected fellow Les Clefs d’Or members - professionals I admired deeply - was both humbling and unforgettable. It felt like a true recognition of the journey I had taken and the passion I have for this profession.

Dealing with guests cannot always be easy; what’s your approach to winning over difficult guests?

My approach is to always be transparent and never overpromise. It’s important to listen carefully, show genuine empathy and offer only realistic solutions. Guests respond well when they feel heard and respected - even if we can’t always say yes, we can always offer honest, thoughtful alternatives

Mandarin Oriental Mayfair, London

What personal sacrifices have you had to make to become so successful in this field? 

I’ve turned down more traditional or higher-paying roles in order to stay in Concierge work, simply because I genuinely love the service side of hospitality and the art of exceeding guest expectations. That choice has sometimes meant a slower career trajectory, but it’s one I’ve made consciously - and with pride.

Remembering preferences, handling last-minute crises, and juggling requests without letting stress show can take a toll. You become the person who solves everyone’s problems - often at the cost of having little space to address your own.

What attributes do you think you possess that make you a successful Head Concierge? 

Being consistent, dependable and always willing to go the extra mile for my guests and also my team. Like a swan on water swimming against the current, thinking quickly and acting decisively without losing composure or kicking anything.

"When Concierge collaborate across The Society, the guest experiences something truly extraordinary -  a sense that the world is working together, just for them." (Peter Wharmby)

If you could give advice to Concierge new to this profession, what would it be? 

Form relationships with restaurant managers, tour guides, drivers and local vendors. A Concierge is only as good as their contacts. When others trust and respect you, doors open for your guests - even last minute.

What is the most rewarding thing about being a Concierge? 

This job is about people. If you genuinely enjoy helping others, your sincerity will shine through - and that’s something guests will always remember. To have guests return to your Hotel because of the service the Concierge desk provides is as rewarding as it get's for a Head Concierge.

Les Clefs d’Or’s motto is ‘service through friendship’; how important is collaboration with colleagues across the industry to you?  

When Concierge collaborate across the society, the guest experiences something truly extraordinary -  a sense that the world is working together, just for them.

Collaboration isn’t just helpful — it’s the heartbeat of what we do. “Service through friendship” isn’t just a motto; it’s a professional philosophy that turns good service into exceptional experiences.

Do you have any hidden talents?

I used to own a horse and still try to ride whenever I get the chance. There’s something incredibly grounding about being around horses — they respond to calm energy, much like guests do. It’s a bit of a hidden passion of mine, and one I return to whenever I need to reconnect or recharge.