Hotel Cateys: Concierge of the Year – Mustafa El’Omari, the Montague on the Gardens

The judges described our winner as “a shining example of what a top concierge should be”. Mustafa El’Omari is head concierge of Red Carnation’s 101-bedroom Montague on the Gardens hotel in London’s Bloomsbury.

He oversees the concierge department, which looks after between 150 and 250 guests a day. The team’s principal areas of activity include the handling of guests’ luggage, booking car and valet services, securing theatre tickets, guided tours, personal shopping and restaurant reservations. However, their overarching aim is to ensure that everyone visiting the hotel receives a warm welcome, is cared for and leaves with a smile.

El’Omari speaks four languages – Arabic, French, Spanish and English – and has an ability to immediately build a rapport with guests, something that is apparent in the guest feedback received by the hotel. He is also known for going above and beyond for his guests.

Earlier this year the hotel was informed that a guest had fallen and injured their wrist and teeth on their way to the hotel. They arrived in some discomfort and El’Omari comforted them and took them to A&E, remaining with them as they received treatment, before escorting them back to the hotel. He went on to book and escort them to an appointment with a dentist the following day.

El’Omari strives to enhance every guest’s stay, whether by putting theatre programmes in their room prior to a show, arranging for them to meet cast members backstage, organising in-room treats for birthdays and anniversaries or ensuring a complimentary drink is ready to greet guests who visit a restaurant he or the team have recommended.

El’Omari’s team has a combined 58 years of service at the hotel, with the newest of the four Les Clefs D’or concierges having joined seven years ago. Together they research the latest openings and experiences the capital has to offer to ensure they pass on the best recommendations to their guests, while also developing relationships that will help gain access to some of the most coveted events.

His role as a team leader was particularly apparent during the pandemic, when his clear communication meant colleagues were kept updated and engaged. He has won a manager of the quarter award, the recipient of which is selected by peers across the hotel, an accolade that recognised not only his abilities in his own role but his willingness to step in across departments and offer assistance as needed. A focus on promoting internal revenue streams has also contributed towards record revenue, especially across food and beverage outlets.

El’Omari has also been integral to the hotel meeting its environmental targets by eliminating single-use plastics across his department and promoting eco-friendly transport options. He also helps the hotel support various charities, including the Friends of Russell Square, the Friday Club, Great Ormond Street Children’s Hospital and the Single Homeless Project.

What the judges said

“Mustafa always goes above and beyond for his guests. His application actually makes me want to go and work with him! I feel Mustafa’s hunger and desire to give the very best to his guests and colleagues.”

Sarah Gaskin

The shortlist

Michael De Cozar, the Ritz London

Adam Lazoryk, Mottram Hall Hotel, Golf & Health Spa

Mustafa El Omari, the Montague on the Gardens

Joe Rodrigues, Sofitel London St James

Past winners

2021 Sarah Gaskin, the Headland hotel, Cornwall

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