London Luxury at The Ritz Hotel | The Concierge

Summary

This video showcases a behind-the-scenes look at the Ritz in London, featuring Michael de Cozar, the head hall porter and concierge, and his son Robert, who represents the third generation of their family in the hospitality industry. Michael reflects on his 49 years of service, while Robert shares his experience of working alongside his father. The Ritz's luxurious setting, world-class service, and the dedication to meeting unique requests are highlighted, including booking high-profile experiences. The video emphasizes the family's deep connection to the Ritz and their commitment to delivering unparalleled hospitality.

Takeaways

• 😀 Michael de Cozar, head hall porter at the Ritz in London, has worked there for 49 years and is part of a family legacy of 180 years of service at the hotel.
• 😀 Robert, Michael’s son, joined the Ritz after working at the Lanesborough for ten years, continuing the family tradition of service at the hotel.
• 😀 The Ritz is located in one of the best areas in London, with views of Buckingham Palace, Piccadilly, and Green Park.
• 😀 The concierge team plays a vital role in the hotel, being the first point of contact for guests and handling special requests.
• 😀 Michael describes his role as a combination of service and performance, constantly offering a welcoming and personalized experience for guests.
• 😀 The concierge team at the Ritz is dedicated to going the extra mile, taking pride in making guests feel special and valued.
• 😀 No request is too small or too large; the concierge team handles everything from simple tasks to arranging private jets and securing hard-to-get reservations.
• 😀 Michael takes pride in handling challenging requests, such as booking exclusive spots at prestigious events or fulfilling unique desires.
• 😀 The Ritz concierge team is known for their extensive contacts and ability to make seemingly impossible requests a reality, like organizing a meeting with tennis star Rafael Nadal.
• 😀 The Ritz offers a personalized experience, ensuring that guests leave with unforgettable memories and a desire to return.
• 😀 Michael emphasizes the importance of making each guest’s experience at the Ritz extraordinary, providing exceptional service with a personal touch.

Q & A

How long has Michael de Cozar been working at the Ritz in London?

Michael de Cozar has been working at the Ritz for 49 years, 2 months, and 6 days.

What is the significance of the Prince of Wales feathers mentioned by Michael?

The Prince of Wales feathers are placed on top of the concierge area at the Ritz, symbolizing the prestige and excellence of the service provided by the hotel. Michael humorously refers to it as his 'halo.'

What is the relationship between Michael de Cozar and Robert?

Robert is Michael's son, and he is the third generation of the de Cozar family working at the Ritz. Robert has been working at the Ritz for just over a year, following his father’s footsteps.

How does Robert describe his experience working at the Ritz?

Robert mentions that after working at the Lanesborough for ten years, he transitioned to the Ritz to work with his father. He humorously recalls the moment when he began calling his father 'Daddy,' realizing he had never said it before in a professional context.

What makes the location of the Ritz particularly special, according to Michael?

The Ritz is situated in one of the best locations in London, with Buckingham Palace at its doorstep. Guests can enjoy a stunning view of Piccadilly and Green Park from the hotel.

What does Michael mean by saying the concierge service is the most prominent part of the hotel?

Michael emphasizes that the concierge is the first thing guests encounter when they walk into the hotel, making it a key aspect of their experience. The concierge’s role is further distinguished by the presence of the Prince of Wales feathers above it.

How does Michael approach serving guests beyond just fulfilling basic requests?

Michael and his team go beyond simply fulfilling basic tasks. They aim to connect with guests as individuals and go the extra mile. For example, they might book a table at an exclusive restaurant or arrange a private jet, always with a personal touch.

How does the Ritz concierge handle VIP requests, according to Michael?

The Ritz concierge takes pride in handling even the most challenging and high-profile requests. For instance, if a guest requests to dine with Gordon Ramsay at Chelsea, the team swiftly arranges it, no matter the time or difficulty.

What is Michael’s biggest motivation in his work as head concierge?

Michael’s biggest motivation comes from tackling difficult and unusual requests, such as arranging access to exclusive events like the Royal Box at Wimbledon or securing a meeting with a famous athlete like Rafael Nadal.

What does Michael mean by saying that no task is too big or small?

Michael explains that every request, whether it's something simple like a paperclip or a luxury service like booking a private jet, is treated with equal attention. He believes the variety and unpredictability of tasks is what makes his job exciting.