After taking the reins from Toru Machida as President of the Society of the Golden Keys of Great Britain and the Commonwealth, we talked to Binoy Nair, Head Concierge at St James' Court Hotel about life as a Head Concierge and what the Presidency means to him.
Congratulations on becoming President of the Society of the Golden Keys of Great Britain and the Commonwealth. How does it make you feel to be bestowed with such a prestigious title?
It's an honour and also a realisation that I am following in illustrious footsteps. I plan to carry on the work done by my predecessors and contribute to making The Society bigger and better.
Following in the footsteps of Toru Machida, you have a great act to follow; how are you going to make the role your own?
I will act in the best interests of our members and all our actions and work will reflect this, I will plough my own path keeping The Society’s motto of 'Service Through Friendship' in mind.
Give three words that describe the aims and objectives of your presidency.
Responsibility, Friendship and Strength.
When and how did your career in the hospitality industry begin?
I started at the age of 17 as a junior waiter back in India; I hated studying and as soon as the opportunity arose to start working, I jumped at it - and I haven’t regretted the move.
Can you tell us about the path which led to where you are today?
It has been a long way from starting as a junior waiter; I moved departments, cities and even a country to keep getting challenged and do my best. I believe in giving the best effort and the rest will happen on its own.
What have been the highlights of your career so far?
There have been a few along the way and I would say becoming President for one of the best sections in Les Clefs d’Or is definitely THE highlight of my whole career.
From left to right: Binoy at the International UICH Congress in Bali; enjoying the Annual Charity Golf Day; receiving the Service Through Friendship Award at the 2023 Golden Keys Awards.
You must deal with lots of different characters daily; how do you gain a rapport with your guests and what’s your approach to winning over more ‘difficult’ guests?
I try to keep my interactions genuine and heartfelt and always do my best. I try to keep learning and explore so that I can give the best advise to my guests. As a Concierge, we should be able to answer most questions, however, at the same time, we do not know everything. There is no shame in taking some time and getting back to the guest with the right answers after doing research.
Difficult guests are difficult as they are going through some problem in a different part of the hotel or on the way from the airport or even something private. Recognising that it's not personal is very important and tempering your responses and body language to calm the guest always helps as they look at you as a person who genuinely wants to resolve the issue.
What advice would you give to a new Concierge setting out in this profession?
Be curious and ask questions, explore and get lost in the city and discover hidden gems, do not be afraid of hard work and make friends in all your interactions.
"The Golden Keys on my lapels are an everyday reward and now being President of The Society is just the cherry on top."
What is the most rewarding thing about your job, both as a Concierge and being at the helm of the Society?
The Golden Keys on my lapels are an everyday reward and now being President of The Society is just the cherry on top. It is also a massive responsibility as we in The Committee are responsible for actions that will impact our members and this is something we do not take lightly at all.
Les Clefs d’Or’s motto is ‘service through friendship’; how important is collaboration with colleagues across the industry to you?
This is how we function well; we make friends around us, whether it is a fellow member or an affiliate and then our job becomes so much easier.
How can a Concierge make use of the Les Clefs d’Or network of Concierge around the world?
By keeping in touch with members you meet or speak to, attending our monthly meetings, attending the yearly Congress and cultivating this friendship. We also have 'Book of Members' app that tell us which member is in which city and hotel. This is something I use at least twice a week!
Finally, being a Concierge must take up a lot of your time; when you do get a day off, what do you like to do to switch off?
I literally switch off, one would find me on the sofa and just chilling or watching some sports and my favorite football team - Arsenal! It is important for us to be get the physical and mental rest and to re-energise our batteries!