Hotel Cateys 2021: Concierge of the Year: Sarah Gaskin

Sarah Gaskin was so determined to do a work trial at the Headland hotel in Cornwall that she submitted her application three times. She started as a porter, having left her previous role as a police detention officer; a decade later she is head concierge, having built a strong rapport with guests and local businesses alike.

 

Providing a warm yet professional relationship with all guests at the five-AA-star hotel, Gaskin has maintained her composure and connection with guests through a busy Cornish 2021 summer season. She is always on hand to welcome returnees like old friends.

 

Being the first point of contact in the hotel, Gaskin truly leads from the front. She trains all new porters and doormen to five-AA-star standards. Ever mindful of maintaining the hotel’s five-star ranking to deliver for guests and inspectors, she pre-empts the arrival of the AA by showing all staff how to carry out a ‘showround’ of the hotel’s facilities and by carry­ing out random spot checks herself.

 

She does everything expected of an outstanding concierge in terms of anticipating guests’ needs; in many exceptional cases she goes above and beyond the expectations of this diligent vocation. If there is a way to proactively take better care of guests, then Gaskin will find it. Knowing that many visitors arrive thirsty after a long journey, she has had a water station put in at reception. And if it’s looking wet outside, she and her team will be armed with umbrellas and fresh towels to help guests dry off. As for furry friends, she is always at the ready with doggy treats.

 

She sends pre-stay emails offering her concierge services to guests before arrival, ensuring she knows the reason for their visit, particularly for special occasions. She even attends to their onward journey – recently when some guests were going on to another hotel to celebrate their son’s graduation, she called ahead to organise something special in their room on arrival.

 

‘Forearmed’ is Gaskin’s watchword and she took this commitment to impressive levels ahead of the G7 summit in Cornwall this summer, when Headland welcomed delegates from Japan, South Korea and the US. She took courses in the Korean and Japanese languages and etiquette, which were put to good use and well received by the delegates.

 

Gaskin was accepted into Les Clefs d’Or in June 2019, and was named Les Clefs d’Or Regional Concierge of the Year in the same year. She can now celebrate another accolade.

 

What the judges said

“Sarah is the epitome of what a concierge should be. She really does it all, from learning Korean and Japanese to driving wedding guests around in her Ford Ka, from buying special items for returning guests to arranging a plane trip around the Cornish coast for a terminally ill guest.”

Nuno César de Sá

 

“A superstar, Sarah not only displays incredible dedication to guests (both two-legged and four), but ensures all her team members are trained to the highest standards and works with them for progression. Taking the time to learn Korean and Japanese etiquette is a phenomenal example of dedication to guest needs and service.”

James Hilton

 

The shortlist

René Castillo Hotel Café Royal, London

 

Sarah Gaskin The Headland hotel, Cornwall

 

John Kortenray Hilton London Bankside

 

Alina Scheid 45 Park Lane, London

 

Judith van der Heijden Rosewood London

 

Past winners

2019 Alan Noone, the Berkeley

 

2018 John Andrews, the Goring, London

 

2017 David Young, Brown’s hotel, London

 

2016 Anton Coburn, Rockliffe Hall, Darlington

 

2015 Alixandra Mellor, Charlotte Street hotel, London

 

2014 Burak Ipekci, South Place hotel, London