The Life of a World-Class Concierge

For Joe Fox, Head Concierge at the Hyatt Regency London – The Churchill, the art of concierge work is more than a job—it’s a calling. With over 25 years of experience, Fox has navigated a remarkable journey from washing dishes in Dublin to leading a team at one of London’s premier hotels. His story is one of resilience, adaptability, and an unyielding commitment to hospitality. “It’s an absolute passion,” Fox shares. “I get a buzz out of doing nice things for people and seeing the enjoyment on their faces.”

Fox’s introduction to hospitality was serendipitous. Starting as a casual kitchen porter at the prestigious Shelbourne Hotel in Dublin in 1995, he quickly realised the allure of the industry. “I should never really have been in hospitality because I started off as an apprentice engineer in a factory,” Fox reflects. But the pull of a fast-paced environment, coupled with the appeal of a higher wage and fewer hours, lured him in. “I loved the job. It really opened my eyes to a whole new world and career.”

Fox’s dedication was evident from the start. Despite the uncertainties of casual employment, he built a reputation for reliability. “You’re basically on zero hours, so you’re waiting for a phone call. I tried to say yes every time I was called,” he recalls. This persistence earned him opportunities in banqueting and room service, eventually paving the way for his first step into the concierge world—a field where he found his true passion.

Finding Purpose in Service

Fox describes his work as akin to being a personal assistant for every guest in the hotel. “Guests are putting their trust in you to make their stay memorable,” he says. Whether it’s securing last-minute tickets to sold-out events or arranging bespoke experiences, the concierge’s role is to say “yes” wherever possible. Fox emphasises, “The word ‘no’ is almost taboo in our profession. If you say no, you’re closing the door. Instead, you find a way to make it work.”

This commitment to service was tested during his time aboard Celebrity Cruises, where he worked as a concierge for seven months straight without a day off. “I remember thinking, how am I going to do this? But your body just becomes accustomed to it,” he recalls. Despite the gruelling schedule, Fox looks back on the experience fondly. “It was such a great time in my life, and I didn’t want to give up after just one contract. So, I did a second.”

The Leap to London

Fox’s career took an exciting turn in 2011 when he joined the Hyatt Regency London – The Churchill. Moving to a new city posed challenges, especially as a head concierge. “When I was coming to London, I knew that knowledge of the city would be one of the challenges,” he admits. However, Fox’s philosophy that “you can learn geography, but you can’t teach attitude” proved invaluable.

With the support of his team and guidance from mentors like Hamdi, a now-retired assistant head concierge, Fox thrived. “Hamdi was fantastic. He gave me the chance to prove myself, and we’ve remained close friends to this day—he was even the best man at my wedding,” he says warmly.

The Network That Unlocks Doors

One of the highlights of Fox’s role is his membership in Les Clefs d’Or, an exclusive society of concierges symbolized by the golden keys on their lapels. “It’s a huge international network of concierges, and it’s absolutely fantastic,” he explains. The organisation’s motto, ‘In Service Through Friendship,’ resonates deeply with Fox. “We have a WhatsApp group, and there are hundreds of messages daily from members seeking assistance. I’ve yet to see a request go unanswered.”

Membership is no simple feat. In the UK, it requires five years of experience, a nomination, a seconding, and a rigorous interview process. For Fox, this level of commitment underscores the pride and professionalism of the society. “It’s a great thing for a concierge and helps us make stays extra special for our guests.”

Beyond the Ordinary: Memorable Requests

Fox’s career has seen its share of unusual guest requests. He recalls one particularly extravagant query: “A guest wanted a helicopter to take them to Manchester for a football match. That wasn’t too unusual, but they also wanted it to land on the pitch at Old Trafford!” While this wasn’t feasible, Fox found a creative solution. “We arranged a helicopter to Manchester and a car to take them to the stadium. The guest was happy, and we didn’t have to say no.”

Another poignant memory involved an Australian couple. The husband, diagnosed with terminal cancer, wished to marry his partner in London. When logistical challenges prevented an official ceremony, Fox arranged a blessing at a nearby Catholic church. “It wasn’t official, but it made their day. Moments like these remind you why you do what you do.”

Leading the Team

At The Churchill, Fox oversees a team of 18, including assistant head concierges, luggage porters, and door hosts. Leadership, he believes, is about empowerment. “I used to struggle with delegation, but I’ve learned to trust my team. Now, my assistants handle holiday approvals, and I involve my team in solving guest complaints. It’s about preparing them for the next step.”

This supportive approach has paid dividends. One of Fox’s assistants recently earned a head concierge role at another Hyatt property. “Seeing my team succeed is one of the most rewarding parts of my job,” he says.

The Human Touch

Fox attributes much of his success to his empathetic leadership style. “I genuinely care about how people are feeling—not just guests, but my team too,” he shares. He strives to create a workplace where his staff feel valued. “You can’t make everyone wake up and say, ‘I can’t wait to go to work,’ but at least they shouldn’t dread it. That’s the kind of environment I try to foster.”

The Road Ahead

Despite the challenges posed by the pandemic and ongoing recruitment struggles in hospitality, Fox remains optimistic. “The team I have now is absolutely fantastic. Most of them have been with us for years, and that says a lot,” he says.

As for his own future, Fox is content at The Churchill but remains open to opportunities. “Hyatt is such a fast-growing company, and you never know what’s around the corner. But for now, I’m happy where I am.”

A Lasting Legacy

For anyone considering a career in hospitality, Fox offers a word of encouragement: “Keep an open mind. There are so many opportunities in hotels, and no limit to where you can go.” Reflecting on his own journey, he adds, “I started as a part-time dishwasher and ended up in a completely different country leading a team at a world-class hotel. If I can do it, anyone can.”