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 The June Online Hotel Business Review




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Feature Focus
Sales & Marketing: Who Owns the Guest?
Hotels and OTAs are, by necessity, joined at the hip and locked in a symbiotic relationship that is uneasy at best. Hotels require the marketing presence that OTAs offer and of course, OTAs guest’s email when it sends guest information to a hotel, effectively allowing OTAs to maintain “ownership” of the guest. Without ready access to guest need hotel product to offer their online customers. But recently, several OTAs have decided to no longer share a data, hotels are severely constrained from marketing directly to a guest which allows them to capture repeat business – the lowest cost and highest value travelers. Hotels also require this data to effectively market to previous guests, so ownership of this data will be a significant factor as hotels and OTAs move forward. Another issue is the increasing shift to mobile travel bookings. Mobile will account for more than half of all online travel bookings next year, and 78.6% of them will use their smartphone to make those reservations. As a result, hotels must have a robust mobile marketing plan in place, which means responsive design, one-click booking, and location technology. Another important mobile marketing element is a “Click-to-Call” feature. According to a recent Google survey, 68% of hotel guests report that it is extremely/very important to be able to call a hotel during the purchase phase, and 58% are very likely to call a hotel if the capability is available in a smartphone search. The June Hotel Business Review will report on some of these issues and strategies, and examine how some sales and marketing professionals are integrating them into their operations.