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 February 2020...

Social Media: Social Listening Tools

The reach and influence of social media is staggering. Nearly 3 billion people use social media daily, posting a range of messages, selfies, images, and everything in-between. According to HubSpot, almost 4 million posts are uploaded to the major social networks every single minute! That's an astounding amount of content and it is crucial for hotels to skillfully use social media in order to effectively compete. From establishing a suitable brand identity and voice to creating content across all the major networks (Facebook, Twitter, Instagram, Pinterest, etc.), the goal is to actively engage consumers and to eventually convert them to customers. Some hotels are initiating online contests as a way to attract new customers, while others are rewarding customers with discounts who subscribe to the their email lists or follow their social media pages. Another recent strategy is to employ social media listening tools that track what people are posting online about their businesses. These tools allow hotels to monitor - or listen to - what's being said about a brand across the entire social web, and this can prove to be very valuable, unfiltered information. Social listening permits hotels to be aware of people's opinions about their business, industry or competitors, and some of these tools even listen beyond social media platforms. They also monitor publicly available information on blogs, forums, news outlets and websites. Some listening tools are more focused on gathering and analyzing data, while others offer more engagement-oriented features, which allow hotels to interact with people right from the platform. Often the information that is gleaned from these listening tools ends up being the most authentic, unbiased insights a business can get. The February Hotel Business Review will document what some hotels are doing to successfully integrate social media strategies into their operations.