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How to become Hilton UK’s hotel of the year

“Last Thursday, March 7, we were awarded Hilton UK’s hotel of the year, and it is all thanks to our 465 associates,” says Michael Shepherd, GM of the 448-room London Hilton on Park Lane.

The 28-floor hotel opened in 1963, and Michael Shepherd actually started his hotel career there after graduating from the University of Surrey in 1972. 

“After 47 years in the industry I know only too well there are two types of people.  There are those who like engaging with others and those who prefer working on projects by themselves,” says Shepherd. “I am so lucky to have a team that genuinely wants to work as a group, and to look after not only our guests but also the community. This year we also won Hilton UK’s top awards for associate commitment and for community involvement – we raised over £500,000 (US$656,920) for disadvantaged children and other charities.”

Michael Shepherd at London Hilton on Park Lane
Michael Shepherd at London Hilton on Park Lane

Following corporate guidelines, the hotel has a lively Blue Energy Committee, headed by the head of guest services. As well as fund-raising for charity support, the Committee organises yoga classes, boat trips and other activities for associates. Does this help retain, and attract staff? The hotel has staff turnover of 32%, which is good for the London market, where, like much of Europe, finding new talent is a challenge. 

With his customary sunny smile, Michael Shepherd goes into one of his always-entertaining stories.

“In 1979 I was on the opening team of the Maseru Hilton in Lesotho. We needed to hire 220 and simply put up one hand-written piece of paper in the city’s bus station. On the day stated, there was a four-mile long line of applicants,” he recalls.

With one break of six years, he has been Hilton all his working life.

“As GM of the Langham Hilton here in London I had overseen the sale of the building, at a price £8 million (US$11 million) over the asking price, and the then-owner of The Savoy wanted someone with that kind of experience. My six years running The Savoy taught me humility and the fact that true luxury allowed no compromise, but when that sale was completed and Sir David Michels, then CEO of Hilton International, called and said it was time to come home to Hilton I could not say no,” he says.

He returned to London Hilton on Park Lane in 2003 and has since replaced the 26th floor club lounge by two high-rate suites (the new lounge, on the second floor, is handy for service). He has brought in celebrity restaurateur Chris Galvin as chef-patron of the rooftop Galvin at Windows restaurant. One of his many projects right now is accepting that there may well be major interior changes in the immediate future.

“Hilton and our long-established owners, London & Regional Properties, are currently discussing how to bring the interiors up to date, but whereas some outlets, like bars, have evolved from time to time, our legendary Trader Vic’s will probably never change,” he adds.

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