Rahim Ismail, Head Concierge at the Marylebone Hotel talks about easing visitors’ fears in the wake of COVID-19…
Tell us a little about yourself and your hotel
I have been at The Marylebone for 10 years as Head Concierge and arrived having experienced various managerial positions like Duty Manager, Guest Relations Manager and Front Office Manager at some of London’s top hotels.
The Concierge department is what interested me the most. I am also an active member of Les Clefs d’or Great Britain also known as the Society of Golden Keys and was awarded my Keys 6 years ago.
Building contacts with different agents and associates within Les Clefs d’or allows me and my team to ensure that no guest request is too large.
Seeing my guests walk away delighted and with their expectations exceeded is the most rewarding part.
As Head Concierge of The Marylebone, I am responsible for ensuring that my guests requests are fulfilled whilst always providing the highest levels of guest service.
These range from simple tasks such as providing directions or the best place to shop for something specific to slightly trickier requests like obtaining tickets for a sold out show/concert or a last minute reservation at one of London’s top restaurants.
The Marylebone is very centrally located and only a stones throw from Europe’s busiest shopping street, Oxford Street. It is located within Marylebone Village which over the years has come to become one of the hottest places in London.
The Marylebone has 250 rooms including 44 suites which are designed to a very high standard and appointed with luxury amenities.
The hotel has fantastic meeting and event spaces, a state of the art gym with an 18 metre ozone treated swimming pool and a popular neighbourhood restaurant and bar, 108.
What precautionary measures is your hotel taking to guard the safety and welfare of your guests?
To ensure guests are able to truly relax while staying at The Marylebone, we have launched a ‘Rest Assured Programme’, which clearly outlines the thorough health and safety protocols that have been put in place in line with best international practises and government guidelines.
Guests can access this important information from the website.
These include things like social distancing with a minimum of 1 metre between tables, clear signage guiding guests and availability of alcohol-based hand sanitisers throughout.
Can we expect anything different or innovative to enhance the guest experience?
The Marylebone is reopening with several enticing packages catering to all needs and allowing guests to book stays with exclusive discounts and added value.
Alongside a ‘Seasonal Special Offer’ which offers 15 per cent off bar and breakfast when booking direct, guests can book A Family Affair Package, Suite Celebration Package and Romance in Style Package.
Our aim is to provide the same warmth of service and luxury experience that we are known for – guests can expect a friendly welcome, luxury amenities, delicious food and drink and chic and stylish spaces to enjoy during their stay.
Can you tell us one lesson that you have learnt during the shutdown?
A personal achievement during this lockdown has been to experiment different styles of cooking. I have taken the task of cooking at least four or five times a week.
This has given my wife a well deserved break and also great for my two young boys to see daddy cooking and ultimately enjoy my food.
I have also continued to keep in touch with many of our hotels regular guests which I know is a very much appreciated gesture.