Meet Timmy Turner, Head Concierge at the Montcalm Mayfair
- lisahylton2
- 10 hours ago
- 4 min read
Timmy shares his journey into the Concierge world, from discovering his calling to the instincts that drive his exceptional hospitality.
Can you tell us about the career path which led to where you are today?
My journey in luxury hospitality began in 2011 at The Milestone Hotel & Residences. I started in the most unassuming of roles, as a Night Porter, with little idea of the artistry behind the Concierge profession.
Everything changed one evening when my Head Concierge, Jim Cameron, invited me to an exclusive gathering at Corrigan’s Mayfair. The room was a scene from a quintessential London soirée: impeccably tailored gentlemen, engaging conversation, and a warm welcome from Richard Corrigan himself. The atmosphere was intoxicating - a blend of sophistication, camaraderie, and genuine pride in the craft. That night, I realised I had found my calling. Since then, my career has been dedicated to curating experiences that embody the very essence of refined, luxury hospitality
Are there any specific mentors you’ve looked to for guidance, and how have they helped you on your journey?
I have been fortunate to learn from some of the most respected names in our profession. Binoy Nair, President of Les Clefs d’Or Great Britain, and Karim Bernichi both offered invaluable insight and guidance during my early years.
One individual who has had a profound influence is my dear friend and mentor, Jose Pauco, now Deputy Head Concierge at The Berkeley. As my Head Concierge for nearly eight years, he not only believed in my potential, but championed my application to Les Clefs d’Or alongside Binoy. Their support was transformative, instilling not just skill and knowledge, but a deep love and respect for the Concierge craft that continues to guide me today.
What has been the highlight of your career so far?
Being welcomed into Les Clefs d’Or Great Britain was a defining moment. It represents recognition earned only through years of dedication, discretion, and service at the highest level. It remains one of my proudest professional achievements.
Equally memorable is my role as Head Concierge and pre-opening team member for Montcalm Mayfair. Contributing to the creation of a new luxury property from the ground up, shaping its service culture, defining guest touchpoints, and ensuring every interaction reflects our philosophy of sensitive luxury - the essence of understated elegance - is an immensely rewarding experience.
Dealing with guests cannot always be easy; what’s your approach to winning over difficult guests?
I don’t see guests as “difficult.” Often, they are simply navigating the stresses of life and the demands of their journey. In luxury hospitality, empathy is our most powerful tool.
My approach is to listen attentively, remain composed, and identify their true needs, sometimes before they even articulate them. As Concierges, we are the heart of the hotel: the steady, knowledgeable authority that transforms moments of frustration into moments of delight. With genuine care, a touch of wit, and an unwavering commitment to excellence, we can turn challenges into opportunities to exceed expectations.
What personal sacrifices have you had to make to become so successful in this field?
Time is the greatest sacrifice. In this profession, service doesn’t begin and end with a shift, it’s a way of life. Even on days away from the desk I immerse myself in the city’s cultural and culinary landscape: attending gallery openings, sampling newly launched restaurants, and uncovering discreet hideaways that could offer guests an experience beyond the ordinary.
While this lifestyle can be demanding, it is also deeply fulfilling. Every discovery informs the tailored, insider recommendations that distinguish a truly luxury Concierge service.
What attributes do you think you possess that make you a successful Head Concierge?
True leadership in this role begins with respect, not only earning it but giving it freely to your team, colleagues, and partners. A Head Concierge should inspire confidence, foster collaboration, and create an environment where each team member feels valued and empowered.
Commanding respect in a luxury environment is not about authority; it is about trust, authenticity, and the assurance that you are an unwavering advocate for both your guests and your team.
"As Concierge, we are the heart of the hotel: the steady, knowledgeable authority that transforms moments of frustration into moments of delight" (Timmy Turner)
If you could give advice to Concierge new to this profession, what would it be?
Remain endlessly curious, be genuinely passionate, and carry yourself with humility. Luxury service is an ever-evolving art form. There will always be a new gastronomic gem, a hidden cultural treasure, or an elegant way to enhance a guest’s journey.
Treat every interaction, whether with guests, colleagues, or industry partners, as an opportunity to build a relationship founded on mutual respect.
And above all, find joy in the role; that quiet pride and enthusiasm are what guests remember most.
What is the most rewarding thing about being a Concierge?
The magic lies in creating moments that linger in a guest’s memory long after they have departed. Whether it’s securing a last-minute table at a fully booked Michelin-starred restaurant or arranging a private, after-hours gallery tour, the reward is in witnessing the delight, gratitude, and wonder on a guest’s face.
It is in these moments, making the impossible possible, that the true spirit of luxury hospitality comes to life.
Les Clefs d’Or’s motto is ‘service through friendship’; how important is collaboration with colleagues across the industry to you?
The motto is more than a guiding principle; it is the lifeblood of our profession. Luxury hospitality thrives on collaboration, whether with fellow Concierges, restaurateurs, curators, and artisans, all united in delivering extraordinary experiences.
The strength of these relationships not only enriches the service we provide but also brings genuine warmth and camaraderie to our work. It’s this blend of professionalism and friendship that allows us to consistently deliver the exceptional
Do you have any hidden talents?
Growing up in the Philippines, music was an ever-present part of life, and singing is a cultural treasure we hold dear. While I may not be destined for the West End stage, hand me a microphone at a gathering and I’ll happily join in.
I also have an instinct for observation - an ability to detect the subtlest details, from a guest’s fleeting glance to the shifting mood of a lobby. In luxury service, it is often these small, almost imperceptible nuances, that make the difference between meeting expectations and surpassing them.
