Clive Smith
Name: Clive Smith
Age: 45
Job title: Head concierge
Location: Capital hotel, Knightsbridge, London
What was your first job in hospitality?
I began as a page boy at Claridges at the age of 15.
How did you get from there to your current job?
I stayed at Claridge's for a year, then moved on to become a luggage porter at the Royal Lancaster hotel. After that, I spent almost a year at the Capital, helping on the concierge desk.
Then a friend, a fireman, commented that I did "a poof's job" and that I wouldn't be able to do a job like his. So I handed in my notice at the hotel and applied to become a fireman, passing the medical and all the written and physical tests during three months' training. But a week before I was due to graduate, I left - I didn't want to become a fireman, but I had proven a point to my friend.
I then got a job as a junior concierge at the White House hotel near Regent's Park in London, later becoming deputy head concierge.
I then moved to another concierge job at the Connaught, staying for 10 years and becoming friendly with guests such as Dirk Bogarde and Paul Newman.
In 1989, I got a call from David Levin at the Capital, asking me to come in as deputy head concierge, and I've been here ever since.
What are your main responsibilities?
I have a staff of nine and I'm required to make sure everything runs smoothly, principally making sure the guests are happy and that they have everything they want, when they want it. I spend a lot of time organising itineraries for guests while they are in London - booking restaurants, theatre seats, sports events, tours, hire cars, etc. I also have to make sure that guests' luggage goes to the right room and, especially if they are regular guests, that they get the rooms they want. I like to meet each guest as they arrive and be there to say farewell. Sometimes, the job is just about being there to chat and have a joke with someone - some people really appreciate that when they are a long way from home.
What do you most enjoy about your job?
Meeting all these people and becoming a friend rather than just being another member of staff - although I still respect the guest and always call them by their title of Mr or Mrs, etc.
What do you most dislike about your job?
The arrival of e-mail and the impatience, urgency and stress that it creates because everyone wants an answer immediately. It has become crazy.
What attributes do you need to be a concierge?
Memory, patience and diplomacy.
What's your next move?
I'm happy here for now.
What's your ultimate career goal?
I'd quite like to do something in the area of sales and marketing. Once a year, I represent the Capital on a sales visit to the USA and I really love that.
