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 June 2018...

Sales & Marketing: Opinions Matter

Hotel Sales and Marketing Directors manage a complex mix of strategies to attract and convert customers into guests. Part of their expertise includes an awareness of customer behavior during the reservation process, so they can make sure their hotel is favorably positioned. One such trend is the growing popularity of travel review sites. According to one recent survey, 61% of prospective customers consult online reviews in order to validate information about the hotel before making a purchasing decision. Another survey found that the average hotel customer reads between 6-12 reviews across 4-10 properties before making a final decision on where to stay. Similarly, other studies have shown that consumer reviews are a more trusted source of information for prospective customers than other kinds of marketing messaging. In fact, reviews are often considered to be as influential as price regarding whether a customer decides to complete a purchase or not. Plus, travel sites with the most reviews - including recent reviews from satisfied customers and thoughtful responses from staff - were also found to be the most appealing. So having positive reviews on a travel website is essential and can help to increase a hotel's conversion rates dramatically. Of course, there are all kinds of additional marketing strategies for sales and marketing directors to consider - the importance of video and the emergence of live streaming; the implementation of voice search; the proliferation of travel bots; and the development of Instagram as an e-commerce platform. 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.