Editorial Board   Guest Author

Mr. Still

Paul Still

Head Concierge, London Hilton on Park Lane

Paul Still, Head Concierge at London Hilton on Park Lane began his career as a night porter some thirty three years ago at Mayfair’s iconic London Hilton on Park Lane and worked his way up to not only become its Head Concierge but also the President of The Society of the Golden Keys of Great Britain & the Commonwealth. The Society of the Golden Keys in Great Britain was founded in London exactly sixty years ago and has approximately 350 concierges in Great Britain now who proudly wear the symbol of their status: the coveted Golden Keys worn on their lapels. Each is revered for his or her professional gravitas, integrity, local knowledge and impeccable recommendations. During his time as a member Mr. Still has travelled all over the world attending the Union Internationale des Concierges d’Hotels (UICH) Congresses and building up a substantial network of worldwide contacts which he uses on a regular basis for the benefit of his hotel’s guests. Throughout Mr. Still’s longstanding career he has seen the London Hilton on Park Lane play host to many famous faces, from hosting dozens of Heads of State, including Tony Blair and President Mandela, to royalty such as Prince Charles and Camilla, and the Queen and Duke of Edinburgh. Mr. Still has seen a myriad of high profile events take place in the hotel’s Grand Ballroom and past guests have included Bill Clinton, Hugh Grant, Dame Helen Mirren and Lewis Hamilton, to name but a few. Mr. Still enjoys meeting people commenting that “every day is different, and you learn something new every day”. He is dedicated to ensuing guest’s needs are fulfilled at the London Hilton on Park Lane from organizing the most personal of requests, arranging exclusive tickets, restaurant bookings, arranging car hire, personal shopping and providing top tips for an ideal day in London.

Mr. Still can be contacted at 44-0-20-7096-6269 or paul.still@hilton.com

Coming up in March 2019...

Human Resources: An Era of Transition

Traditionally, the human resource department administers five key areas within a hotel operation - compliance, compensation and benefits, organizational dynamics, selection and retention, and training and development. However, HR professionals are also presently involved in culture-building activities, as well as implementing new employee on-boarding practices and engagement initiatives. As a result, HR professionals have been elevated to senior leadership status, creating value and profit within their organization. Still, they continue to face some intractable issues, including a shrinking talent pool and the need to recruit top-notch employees who are empowered to provide outstanding customer service. In order to attract top-tier talent, one option is to take advantage of recruitment opportunities offered through colleges and universities, especially if they have a hospitality major. This pool of prospective employees is likely to be better educated and more enthusiastic than walk-in hires. Also, once hired, there could be additional training and development opportunities that stem from an association with a college or university. Continuing education courses, business conferences, seminars and online instruction - all can be a valuable source of employee development opportunities. In addition to meeting recruitment demands in the present, HR professionals must also be forward-thinking, anticipating the skills that will be needed in the future to meet guest expectations. One such skill that is becoming increasingly valued is “resilience”, the ability to “go with the flow” and not become overwhelmed by the disruptive influences  of change and reinvention. In an era of transition—new technologies, expanding markets, consolidation of brands and businesses, and modifications in people's values and lifestyles - the capacity to remain flexible, nimble and resilient is a valuable skill to possess. The March Hotel Business Review will examine some of the strategies that HR professionals are employing to ensure that their hotel operations continue to thrive.