Mister Fax-It
I can't stand the rat race. That's why I get up so early, at 4.30am. I have breakfast at 5am and I watch what I eat. It's usually All-Bran with skimmed milk, yogurt and orange juice. And I take my multivitamins and supplements, such as cod liver oil.
I cycle to the station at Brentwood to catch the 5.40am train, which means I avoid all the crowds. I like to read or just think.
At Liverpool Street, I cycle the half-hour journey to Knightsbridge. I arrive at about 6.45am and check how things are with the night porters. If there are no problems, I'll often put on my tracksuit and go for a run in Hyde Park. Ever since I ran the London Marathon I've become a bit of a fitness fanatic.
My official start time is 8am, but I like to be around before that so, after changing out of my tracksuit I'm on hand to greet guests as they go in to breakfast. Sometimes they'll give me a list of things they want to do during their stay, and while they are in breakfast, I'll start sorting that out.
There are also always loads of e-mails waiting for me from guests who are coming to the UK, or from travel agents around the world who are sending clients to us. The majority are from the USA.
I always reply by fax. I won't use e-mail, because I hate it. The problem is that when people use e-mail they expect instant replies. It's all part of the way life has changed into this crazy thing where everyone is always late, nobody has time to chat and everything is always urgent.
Even though it's only April, I have clients arriving in September who want me to sort out their restaurant and theatre bookings immediately. The requests are often specific, with people wanting to get in to see the latest top musicals or eat at the best restaurants, where waiting lists can be six months long.
But if I don't get back to some of the clients or travel agents in a couple of hours, they send more e-mails asking why I haven't replied. It can be frustrating. That's why a concierge needs to be patient and diplomatic.
Mostly, the sort of guests who stay here like discretion and are often extremely nice people. We've had a few celebrities, such as Ringo Starr and Archbishop Tutu - I shook his hand and then went out and bought a lottery ticket for luck.
I stop for lunch some time after midday. I eat a lot of pasta or chicken salad. Also, I eat five bananas, five apples and loads of strawberries every day.
Until about 3pm, most of the guests have gone out, and I'll use the time to catch up on paperwork - and, of course, fix up itineraries for the following day. I've been at the Capital since 1989 and I have a lot of contacts. This helps when I have to get hold of good seats at top venues at very short notice.
From about 4pm I'll be welcoming new guests and making sure they are happy. Sometimes they are very stressed when they arrive, so it's my job to relax them. One way is to ask them about themselves and have a chat and a joke. It's about being personable, and about open communication.
I'll leave at about 7pm and get home at about 8.30pm. I then spend time with my wife and my two teenage children before I go to bed at 10.30pm.
Interview by David Tarpey
Capital hotel
22-24 Basil Street, Knightsbridge, London SW3 1AT
Tel: 020 7589 5171
E-mail: reservations@capitalhotel.co.uk
Web site: www.capitalhotel.co.uk
Rack rates: from £190 single to £375 junior suite
Rooms: 48
Owned by: Capital Group, controlled by the Levin family
Group managing director: Joseph Levin
Just a minute…
What has been your funniest moment as a concierge?
Once, when I was 17 years old, I was working behind the desk at the Royal Lancaster hotel and a group of Nigerians asked me where they could find a caterpillar. After I had called pet shops and London Zoo, it turned out they wanted to buy earth-movers.
Who would be your ideal dinner companions?
David Bowie, Bono and Stan Collymore, the only decent player Southend FC has ever had.
If you hadn't become a concierge, what would you have liked to be?
A rock musician.
