What is your job title?
Chief Concierge
On a day-to-day basis, what do you actually do at work?
My role is to provide insightful advice and exceptional experiences to our guests, and to manage the concierge team on a day to day basis. This involves interacting with our guests either in person, over the phone or by email. We also need to develop strong relationships with hundreds of suppliers, to ensure that guests receive the best experience. I am also responsible for supporting and developing my team, so they are confident in their job and can provide the best possible service to guest.
Where did your career in tourism begin?
I had worked in a few bars and pubs in my early years, but my first hotel role was in Australia, back when I was travelling in 1999. I was the summer casual porter, and had to assist guests with their luggage, show them around their rooms, keep the pool area clean and help book excursions around the area. I found it very rewarding, and then successfully applied to work in the St. David’s Hotel in my home town of Cardiff, and have more or less been with Rocco Forte Hotels since. 2025, marks my 19th year at The Balmoral Hotel.
What do you love about your job?
Where to begin! My role keeps me very busy, and although we receive the same requests a lot of the time, we never seem to have the same day twice. There are multiple challenges, whether it be a last minute request for a table of 20 guests, or events in the city that disrupt the daily flow, or challenges with recruitment, but I enjoy the challenges and how unpredictable my days can be. One of the most rewarding aspects is being able to make a positive impact on the hotel guests, and hearing that they have had an amazing time.
I love Scotland, and Edinburgh as a city. I studied history at university and so have always admired Scotland’s contribution to the development of the world we live in today, and the scenery in Scotland is simply awe inspiring. It really is a privilege being able to promote it to visitors, and to also help them to make the most of their time here, and to do this as a job.
In one sentence how would you sell Edinburgh to a potential visitor?
Before you visit, you’ll be intrigued by all the stories – while you are here, you’ll wonder why you didn’t visit before – and when you leave, you’ll want to return as soon as possible!
What’s your favourite place in Edinburgh and why?
Dr. Neal’s Garden. A beautiful haven of peace and tranquility even in the height of summer.
What advice would you give someone considering a career in tourism?
Like any career, you will enjoy it more if you find the right type of role for you, and bring as much energy and passion to it as you can. Tourism is a very human industry so you need to be able to empathise and be compassionate, and to be prepared to work long hours in some crazy environments. It can be hugely rewarding and exciting.
We’re celebrating the past 25 years of tourism in Edinburgh, but looking forward what would you like to see happen in next 25 years for Edinburgh as tourist destination?
The changes I have seen in Edinburgh over the past 20 years have been astonishing, so I sincerely hope that continues and that Edinburgh, and Scotland in general, continue to attract people from all over the world. Employment rights and conditions in tourism have improved over the past 10 years or so, and I would hope that trend continues so we can attract the best people to work in the industry and continue making Edinburgh an international destination.
