Just after my Delta flight landed, I followed the signs and rolled my suitcase on to the convenient, affordable and speedy Heathrow Express train, which, in 20 minutes, delivered me into pleasant Paddington Station, where I climbed into one of London’s iconic black cabs for the short taxi ride through Hyde Park to the historic 1923 Milestone Hotel. The sumptuous boutique hotel, one of 18 luxurious Red Carnation Collection properties worldwide with six in London, is across the street from Kensington Palace. I was treated, upon arrival, like royalty.
Hospitality at the Milestone came in the form of a smoked local whiskey theatrically prepared by an Argentinian mixologist named Victoria and served by the Romanian bartender. Speaking of whiskey, I overheard some Texans talking about going to see the historic Cutty Sark ship after their meeting with some Saudis.
“I don’t know how you found this hotel in a town with thousands of them, but there is no reason to go anywhere else,” one of the Texans said to the other. “One thing I admire about the British is how they embrace comfort. Their furniture is comfortable. Their automobiles are comfortable. In a place that can be cold and damp in winter, they provide comfort.”
I was then surprised, in that same tiny hotel bar, to meet Mike and Suzie Gordon, retired teachers from Ann Arbor who had been married for 45 years. “We got 17,000 steps yesterday walking to Harrod’s Department Store and around London,” Suzie boasted.
Planning a similar spree, I asked the Milestone Hotel concierge named Dino for logistical routing advice by giving him a list of my points of interest. No printing out Mapquest for him: Dino went above and beyond by bringing me a London map on which he had drawn stars and attached sticky notes with addresses.
“We put a lot of extra money into training our people,” said Red Carnation Hotels CEO Jonathan Raggett, who oversees 4,000 employees he said are like family members but told me the story of one: Adam Lake, whom he found working in the linen room of the Chesterfield Hotel, the company’s property in Mayfair. “He had a twinkle in his eye and was very courteous and nice. I wanted the guests to enjoy him and his smile, so I moved him to reception and got him into training programs. Now he is the general manager.”
Milestone staff know they really can rise to the top. I heard a breakfast server tell some guests, “Next year, when I see you, I will be working reception.”
When I told Raggett about Michigan State University’s School of Hotel Management, he told me he’d been a hotelier for 40 years, having started his schooling in Westminster at age 18. “I was fascinated by large spaces, beautiful chandeliers, delicious food and wine and drinks,” he admitted. “I would say to any youngster out there, if you want a different job every single day, if you want to meet interesting people, and if you want to avoid Monday morning blues, this is a wonderful business to be in. But you must be caring and kind with a strong work ethic.”
The Milestone’s 20-year general manager, Andrew Pike, revealed some of the “tiny, noticeable touches” and special experiences Red Carnation Hotels treats guests to, including foraging, shopping and cooking with the chef; custom candy plates with images representing what the guest did that day; backstage passes to Royal Albert Hall; “James Bond dinners” with stars of the movies; surprise portrait painting; high tea; pre-opening British Museum tours; and subtly assisting guests to spot royals.
“The royal family does an amazing job for this country. As a hotelier, it is amazing the amount of business that comes to London because of the royal family. We often have television crews covering the royals staying with us at the Rubens Hotel at the Palace: the Red Carnation Hotel closest to Buckingham Palace,” said Pike.
The Milestone is in a great location, but it was hard to leave my lodging in the Noël Coward Suite, room 308, with its’ leopard-print carpet, yellow-striped bed, white marble bathroom, and leaded-glass window view of Kensington Palace.
Contact Michael Patrick Shiels at MShiels@aol.com His radio program may be found at MiBigShow.com or weekday mornings from 9-noon on WJIM AM 1240
