Keys to the City: William, The Concierge Who Creates Lasting Memories at The Athenaeum
8 April 2026
When you step through the doors of The Athenaeum, you’ll find William, the concierge, whose passion lies in turning moments into memories.
With over two decades in hospitality and a member of the prestigious Golden Keys Society, William is as much a storyteller as he is a guide, connecting guests with the very best of London, from hidden corners steeped in history to perfectly timed, thoughtful touches that make a stay truly unforgettable. Greeting you for your first visit or a long-awaited return, William is there to ensure every experience feels personal, seamless and exceptionally special.
What does a “great day” look like for you within your job at The Athenaeum?
A great day is one where I know that, in some way, I have helped create a lifelong, positive memory for our guests. I was recently greeted with familiarity by a twenty-something chap who had sought me out to say hello. The last time I had met this guest was when he was 12 years old, and he had remembered our conversations. Moments like this really make my day.
How do you work with other teams in the hotel to create seamless, personalised stays?
As a concierge, we work alongside every department daily. I think it’s just a question of knowing and respecting everyone’s roles. Our wonderful Guest Experience team, our fantastic restaurant and bar team, all of our amazing colleagues in housekeeping and engineering each bring their expertise and knowledge. Through communicating relevant information to the correct people, we can all contribute to a memorable stay.
What’s one lesser-known spot in London you love recommending to guests and why?
This is a tricky one, as there are so many. From St Bartholomew-the-Great by Smithfield Market (where Benjamin Franklin worked as a journeyman printer for a year) to Postman’s Park with its Memorial to Heroic Self-Sacrifice or on to the Isabella Plantation in Richmond Park, but I still think the winner is the Sir John Soane’s Museum. I love the fact that Victorian kitsch is next to ancient artefacts such as Seti I’s sarcophagus and the original Rake’s Progress pictures (plus the fun fact that the Soane family tomb is the basis for all red telephone boxes).
The Athenaeum’s Children’s Concierge is a unique offering. How do you decide which thoughtful extras will make a stay feel truly special for families?
For the Children’s Concierge, our Guest Relations will get to know any preferences before arrival and then customise the rooms with teddy bears, games and amenities that suit. From us we will tailor recommendations from museums, the Postal Museum with its miniature underground train is always a hit, to helping with tickets to shows, such as Paddington the Musical or a themed afternoon tea bus tour.
What 3 things must guests do while visiting The Athenaeum for the first time?
I would recommend our afternoon tea after a visit to our fantastic spa followed by (weather permitting) a relaxed cocktail on our lovely terrace for some people watching on Picadilly.
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