Hotel Cateys 2025: Concierge of the Year – Bob Carey, the London Hilton on Park Lane

It’s high praise when a judge says they would gladly work for this year’s Concierge of the Year. This esteemed individual has built an illustrious career in the industry and serves as an inspiring role model for many in the profession.

Bob Carey, head concierge at the London Hilton on Park Lane, wooed judges and guests alike with his warm personality, grounded expertise and inspiring leadership.

His entry was so compelling that one of the judges even confessed that they wanted to work for him, while a guest review stated: “On arrival your first stop should be at the concierge desk. Introduce yourself to Bob Carey. He will cheerfully fix (almost) any problem that may come up.”

Carey’s universal problem-solving abilities have evolved from years of perfecting his craft. He began his career at the 453-bedroom London Hilton on Park Lane in 1979 – 46 years ago – and has been a member of Les Clefs d’Or for more than 25 years.

As head concierge, Carey leads a team of four concierges, five doormen and 11 porters, overseeing everything from day-to-day rotas to mid-year check-ins and broader staff development. His dedication to his team can be seen in staff retention, with several team members having served for more than 20 years. Moreover, he is an avid mentor, having supported several team members into senior roles across guest relations, operations and the rooms division.

Over the past year, he has gone above and beyond to ensure guests have the best experience. One of his standout achievements was his involvement in the Ambassador Club event, which welcomed thousands of international guests and generated a huge proportion of the hotel’s monthly revenue. Carey regularly started working at 3am to lead from the front and seamlessly resolved numerous guest issues, ranging from emergency luggage replacements to securing sold-out event tickets.

His highly disciplined work ethic extends to his general demeanour: he has always made it a habit to go the extra mile, looking after guests stepping off long-haul flights by arranging transport and dinner on their way to the hotel, or sacrificing his own holiday to step in when a guest discovered he had misplaced his baggage.

In the words of the hotel’s director of rooms: “The best proof of Bob’s humility is that he never talks about himself – he truly believes that the concierge’s role is to work quietly, behind the scenes.”

Carey is the engine behind the luxury guest experience at the London Hilton on Park Lane and there is no doubt that generations of concierge professionals will look to what he has achieved.

What the judges said

“Bob’s application was an inspiration to the role of concierge. He is so dedicated and determined to offer a top service. This application actually made me want to go and work in Bob’s team. A truly deserving winner of a Hotel Catey.”

Sarah Gaskin

The shortlist

• Bob Carey, London Hilton on Park Lane
• Oscar Fernandez, COMO Metropolitan London
• Toru Machida, the Cadogan, a Belmond hotel, London
• Tom Wozniak, Old Course hotel, St Andrews

The judges

• Gareth Bush, Royal Lancaster London
• Sarah Gaskin, the Headland
• James Hilton, the Montague on the Gardens
• Pooja KC, Richmond Hill hotel
• Craig Robertson, Park Plaza Westminster Bridge
• Sachin Sharma, the Ritz London 
• Jordi Vaca, Grantley Hall