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Ken Eunson, Head Concierge

Hello from Sunny Brighton! I'm Ken and I've been the head concierge at Thistle Brighton for the last 13 years. I am also honored to be a member of the Society of the Golden Keys, a knowledge-sharing network of concierges.

What I enjoy most about my job is meeting many different people from all over the world, and being able to provide them with a service that's friendlier, more knowledgeable and efficient than many expect. Though I now have over ten years of experience as a concierge, Thistle Brighton's General Manager likes to throw me a new challenge every now and then just to keep me on my toes, but I always find that even the most difficult task can be broken down and dealt with thanks to knowledge, planning and teamwork.

Quick fire Q&A

What are your hobbies?
I live on a wooden sailing yacht that's nearly as old as me. Most of my spare time is spent on her maintenance, renovation and repair.

Do you have any anecdotal stories from your job?
A few years ago both Coronation Street and EastEnders recorded 'Brighton Specials', on consecutive weeks. All the cast members were staying at Thistle Brighton and consequently the hotel was full of famous people.

What's your favourite TV programme?
NCIS

If you were offered the opportunity to be a concierge anywhere in the world, where would you choose and why?
Thistle Brighton, of course! We have a fine modern hotel with the best location of any of Brighton's hotels and it's such fun working here.

My top tips for deciding where the best places are to suit your needs and budget when visiting a new city:

• Nothing beats a personal recommendation from someone that you know and trust
• Following that, Fodor's is an old favourite while sites such as TripAdvisor show visitor reviews that are 'snapshots' of a hotel during one particular visit

Christina Canale-Dow, Food and Beverage Manager

I'm Christina and I became the manager of the food and beverage department at Thistle Aberdeen Altens last year, having been an assistant manager and supervisor for two years prior.

One of the things I like most about my job is that every day is different, and with 32 Food & Beverage staff to keep happy, things never get boring! Two of my biggest achievements at Thistle have been achieving a guest feedback score of 80% and above from Retail Eyes and whipping the Food and Beverage team in to shape! Many people would be surprised to know that if my department were a standalone business, it would turn over £1.9 million a year.

Quick fire Q&A

Who inspires / has inspired you in your career?
My Mum and Dad because they have shown me by working hard and demonstrating ambition I can achieve great things

What are your hobbies?
Reading, art and playing the saxophone

What's your favourite TV programme?
Shameless, Come Dine with Me and The Apprentice

If you had to plan your ideal meal, what would you choose for starter, main and dessert?
Starter - Scallops, black pudding and minted pea puree
Mains - Chilli burger with hand cut chips and salad
Dessert - Crème brûlée (any flavour)

My top tips for leading by example...

• Never ask anyone to do something you wouldn't do yourself
• Find everyone's strengths and weaknesses and match them up
• Find out what motivates the team, and remember that everyone is different
• Always encourage feedback from your team and ensure you act upon it
• Whatever you do, do it with integrity

Raj Singh, Meeting and Events Operations Manager

I'm Raj and previous to my role at Thistle London Heathrow, I was the Meeting and Events Operations Manager at The Grand in Bristol for three years - I've worked at Thistle for eight years in total.

People would be amazed by how much planning and preparation goes into the events we hold, however big or small they may be. The best thing about my job is the environment that we've created as a team, here at Thistle London Heathrow. Between us, we have a solid knowledge of the meeting and events industry, everyone manages to keep their cool in a busy environment and you'll always see us smiling.

Quick fire Q&A

Do you have any anecdotal stories from your job?
Once I was running a wedding with 350 guests and the best man walked out just before his speech. The whole room fell into silence and everyone turned and stared at me. I had to improvise and gave my own speech!

Who would be your dream hotel guest and why?
Rebecca Ferguson from X-Factor - I think she would be pleasant, friendly and easy to get on with

What are your hobbies?
Watching sports and playing pool

Who inspires / has inspired you in your career?
My first General Manager, as he always challenged me to aim high. Now that I have my own team, I like to aim high with them

My top tips for how to prepare for a large scale event and ensure it's a success:

• Staffing - it's so important you have enough staff
• Briefings with sales, the chef, and of course your own team
• Over-prepare - if you need coffee for 60 tables, make it for 70
• Make sure the organiser has your contact details
• Spend 20 minutes walking the event through in your head
• Make the set up fun!
  

Ahmed Ali, Guest Relations Manager

I'm Ahmed and I am the Guest Relations Manager at The Rougemont, Exeter. I'm most commonly found in the hotel lobby, but you'll also spot me regularly in our lounge, talking to guests.

I care for every guest that walks through our doors as if they were members of my own family and ensure they are treated well. Getting to interact with people and build relationships with them is what I love most about my job and, whether it's assisting with luggage, parking or a general hotel enquiry, I help ensure every experience with us is the best it can possibly be.

One of the most memorable experiences I've had in my role was having the pleasure to serve most of the Royal Family including the Queen, Duke of Edinburgh, and the Prince and Princess of Wales.

Quick fire Q&A

What is on your iPod?
Classical music

What do you like doing when you're not at work?
Playing football

What's your favourite TV programme?
Match of the Day

Who would be your dream hotel guest?
There's a bit of a pattern here, but it would have to be Sir Alex Ferguson and Arsene Wenger - I'm a keen football fan if you hadn't already guessed!

Your top tips for making first impressions count

• Always welcome with a smile
• Try to build a rapport with people as soon as possible
• Always be polite and helpful