Hotel Cateys 2015: Concierge Award

Sponsored by Keys Concierge UK

Alixandra Mellor, Charlotte Street Hotel, London

Alixandra Mellor might only have started working at the Charlotte Street Hotel in March 2014, but she has made a huge impact and is known for going above and beyond for both colleagues and guests at the 52-bedroom hotel.

She keeps comprehensive guest profiles, ensuring if guests asked for a particular booking or pick up she is able to offer it next time without prompting, and maintains a ‘hall of fame' on the noticeboard of all regulars to train new starters on who's who.

Her team are delighted by her thoughtfulness, too. Mellor has mentored a shy starter to coach him into confidence, giving him responsibility and a checklist to complete his tasks. The employee has started making his own recommendations and has recently been named employee of the month.

Meanwhile, Mellor shares theatre invitations with the wider team, and organises team dinners. During Staff Appreciation Week she cooked lunch and dinner for all the staff, preparing pizza from scratch.

In fact, when it comes to pitching in, Mellor has touched almost every area of the hotel. She takes duty manager shifts, has been known to do turndowns, take orders at the bar, and helps out at reception with check-ins and outs.

When it comes to accolades, this is by no means Mellor’s first. She won the Andre Damonte competition in 2014 and was given the opportunity to represent the British Golden Keys Society and compete for the Andy Pongco award in Argentina. She came third out of 16 concierges shortlisted worldwide.

Mellor is an active member of the Society of the Golden Keys, assisting the membership secretary and executive secretary, is ever- present at monthly meetings and ran the organisation’s stand at the annual concierge roadshow in May.

A team player who clearly takes pride in delighting both guests and colleagues, Mellor is a worthy winner of the Concierge Award.

What the judges said

“Alixandra lives and breathes her role. She is very accomplished and clearly loves what she does. One to watch.”

Rachel Healey, group learning and development manager, Eden Hotels Collection

“Her achievements in the last 12 months combined with her fantastic support for the wider Golden Keys Society speaks for itself.”

Simon Numphud, head of AA hotel services, AA Hotel Services

“A truly outstanding candidate who demonstrated passion and drive. She would be an amazing addition to any management team.”

Rob Mcfarlane, director of sales and business development, Donald Russell

“A great representative of the community and the profession.”

Burak Ipekci, concierge and lifestyle manager, South Place Hotel

Shortlisted

•  

  Anton Coburn, Rockliffe Hall, Darlington, County Durham

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  Alixandra Mellor, Charlotte Street Hotel, London

•  

  Gavin Stirling, The Roxburghe Hotel, Edinburgh

•  

  William Thomson, Macdonald Randolph Hotel, Oxford

Past winner

• 2014 Burak Ipekci, Concierge and lifestyle manager, South Place Hotel, London