Hotel Cateys 2019: Concierge of the Year

2019 winner: Alan Noone, the Berkeley

Sponsored by Joseph Alan London

The Berkeley’s executive head concierge Alan Noone manages a team of 30, which includes the concierges, the page team, doormen and luggage porters. He is well known for his sense of humour and connection with the hotel guests, and is cited as one of the main reasons for the many repeat stays at the 184-bedroom hotel in Knightsbridge, London.

Guests tell of the grace he has when handling difficult and challenging situations and how he has earned their trust. For example, on one occasion a guest had to send a billion-dollar contract to Bahrain by the next day. Noone booked a flight for one of his team to hand-deliver the contract so that the deadline could be hit.

On another occasion a private doubledecker bus was hired for a party, with the guest specifically requesting that the windows were tinted for privacy. The hire company would not allow this, so Noone had the concierge team block out the windows with fake snow, which they were able to remove afterwards.

Noone has given a few young employees the chance to work in the front of house team and guided them to develop their careers, avidly championing promotion within his team. He has nominated his concierge co-ordinator for the Berkeley’s aspiring leader programme to ensure he can grow within the department and progress his career.

His colleagues describe him as an extremely supportive manager, always there to support them, but someone they also call a friend, always ready to listen and offer advice. They say that his secret talent is turning into a comedian at birthday parties.

The judges’ comments sum him up, but also indicative is the Berkeley’s latest Leading Quality Assurance score (a benchmarking analysis for the luxury hospitality industry) of 97.8% – the hotel’s highest score ever.

The Berkeley is number one of 44 in London, number one of 56 in the UK, and fifth out of 1,500 in the world.

Noone’s concierge score broke all records; all of his teams scored 100% in every area, one of his greatest achievements to date.

WHAT THE JUDGES SAID

“Alan is the epitome of a true gentleman and he delights his guests in every way he possibly can. His commitment to the role of head concierge is exemplary, and he is a great leader. Nothing is too much trouble when it comes to his 30 team members, and he is a true professional year-onyear with no faltering. It is an honour to have Alan as a fellow colleague in our amazing world.”

John Andrews, head concierge, the Goring

“Alan not only inspires his team to go above and beyond, he is right there for them. He is dedicated and a true concierge. This passion for the industry shines through, not only at the Berkeley but at the desk of many other head concierges in London who he has nurtured to grow and succeed.”

Alixandra Mellor, head concierge, Charlotte Street hotel

THE SHORTLIST

• Gary Falconer Southampton Harbour Hotel & Spa
• Michael Hagan Four Seasons Hotel London at Park Lane
• Alan Noone The Berkeley, London
• Andrew Seward The Devonshire Arms Hotel & Spa, Bolton Abbey, North Yorkshire

PAST WINNERS

• 2018 John Andrews, the Goring, London
• 2017 David Young, Brown’s hotel, London
• 2016 Anton Coburn, Rockliffe Hall, Darlington, County Durham
• 2015 Alixandra Mellor, Charlotte Street hotel, London
• 2014 Burak Ipekci, South Place hotel, London