Meet Kevin Johnston, Head Concierge at The Cumberland
- lisahylton2
- Apr 2
- 3 min read
Updated: Apr 8
Kevin talks about his journey from starting out as a Bell Boy to being at the helm of guest services at this iconic city centre hotel,
Can you tell us about the career path which led to where you are today?
Before I was born, my Dad was a Concierge at the Royal Horse Guards for a season and then at Balmoral House Hotel which was then called the North British. When I went for the job at the Balmoral at the age of 16, he taught me all he knew! My path in the hospitality industry began as a Bell Boy at the Balmoral - a role which sparked my enthusiasm for providing outstanding service.
Are there any specific mentors you’ve looked to for guidance, and how have they helped you on your journey?
One of the key figures in my journey has been Joseph Winders, my first mentor. He not only guided me through the complexities of the industry but has also become a dear friend whose advice and support have continued to inspire me over the years.
What has been the highlight of your career so far?
A memorable highlight of my career was when I was acknowledged for my exceptional service during a prominent event at the hotel. Seeing the delight on guests' faces and knowing I contributed to their enjoyment was incredibly fulfilling.
Dealing with guests cannot always be easy; what’s your approach to winning over difficult guests?
When it comes to dealing with challenging guests, I believe in approaching each situation with understanding and compassion. By taking the time to listen to their concerns and validate their feelings, I often find that I can help ease their frustrations. My aim is always to turn their experience around by providing solutions that exceed their expectations. I believe if it is not illegal or immoral a Concierge should be able to help
What personal sacrifices have you had to make to become so successful in this field?
In my pursuit of success in this field, I have made personal sacrifices, such as missing family gatherings and social events, especially during busy times. However, the joy I derive from making others happy makes those sacrifices worthwhile.
What attributes do you think you possess that make you a successful Head Concierge?
To be an effective Head Concierge, one must have strong communication skills, a sharp eye for detail, and the ability to stay calm in stressful situations. Being adaptable and resourceful is also essential in this fast-paced environment.
"The most gratifying part of being a Concierge is the chance to create unforgettable memories for guests" (Kevin Johnston)
If you could give advice to Concierge new to this profession, what would it be?
For newcomers entering this profession, my advice is to embrace every opportunity to learn and to build genuine relationships with both guests and colleagues. A heartfelt passion for service will always shine through.
What is the most rewarding thing about being a Concierge?
The most gratifying part of being a Concierge is the chance to create unforgettable memories for guests. Knowing that I have played a role in making their stay special brings me great joy.
Les Clefs d’Or’s motto is ‘service through friendship’; how important is collaboration with colleagues across the industry to you?
Working together with colleagues is crucial in our industry. The idea of ‘service through friendship’ resonates deeply with me, as collaboration greatly enhances the overall experience for our guests.
Do you have any hidden talents?
As for hidden talents, I’ve found that I have a knack for crafting personalised itineraries. This adds a unique touch to the guest experience and helps ensure their visit is truly memorable.