I’ve learnt from the best at Europa Hotel, says Martin

In his role at Belfast's Europa Hotel Martin Mulholland rubs shoulders with the stars, but he admits he gets the greatest buzz from ensuring all guests at the hotel have a fantastic time. Nigel Tilson reports.

Martin Mulholland, the head concierge at the Europa Hotel in Belfast, says the advice and information he offers to visitors from all around the world can make the difference between a good stay and a fantastic stay.

THE POST: Head concierge, Europa Hotel, Belfast.

THE POSTHOLDER: Martin Mulholland.

What does your job entail?

I strive to offer the complete information service for our guests, whether they are here on business or vacation.

I offer advice on transport, destinations, attractions and events. I make travel arrangements, book tours, restaurants and theatres.

I am the person the guest turns to when they need a problem solved.

I am in charge of a team, including night staff, who need to be aware of everything relevant that is happening in Belfast and across the province.

How did you get into this line of work?

Totally by accident.

I had a friend who worked at the Europa and he happened to mention that they were recruiting some staff.

I'd just left school and decided to give it a go, for a few months at least, until I found something more permanent.

That was on September 4, 1984, - over 23 years ago and I'm still here.

Outline your career to date.

I started as a hall porter at the age of 17; the hotel was owned by Grand Metropolitan back then. In 1986 the Europa was taken over by Emerald Hotels and I was promoted to head concierge - a post I hold until this day, now with the Hastings Hotels Group.

Tell us about your qualifications/training.

I was fortunate enough to have worked alongside one of the legends in hospitality: Harper Brown, the first general manager of the Europa.

He received an MBE for keeping the hotel open during a difficult time in Northern Ireland's history. He sadly died in 1989 but his memory lives on in the annals of the hotel. I learned a lot from Harper.

I also worked with Jimmy Connor, who was head porter of the Europa before I took over the position. Jimmy was a great man and known as a bit of a legend in the industry. I had the chance to learn from the best.

Of course, now I'm privileged enough to be working with general manager James McGinn who you can see this year on TV in a new series of the BBC's Lobby Lives programme. I might even pop up a few times myself.

Did you always want to work in your chosen sector?

When I joined the hospitality industry, tourism was virtually non-existent in the city and with the political climate of the time it seemed likely to stay that way for a while, so courses and training for the industry weren't as widely available as they are today.

It just wasn't an area that my friends and I talked about going into - I don't even remember it being mentioned at school.

As soon as I got started, however, I loved it.

It was the only reputable hotel in Belfast's city centre at the time I joined, so we tended to get the biggest names around including royalty, pop stars, movie stars and politicians.

Not many of my mates could say that. It was a very exciting time for me.

To be honest I couldn't imagine doing any other job now.

What qualities are required for your position - personal and professional?

Patience, good organisational skills, helpful demeanour and, above all else, being a good communicator.

What do you do day to day?

How early my day starts depends on how busy the hotel is the night before, but usually around 8am.

If we have a big group checking in or out I will usually liaise with the group manager to make sure everyone knows where they need to be and at what time. With 240 rooms, sometimes the groups can be a handful.

I'll then check any correspondence from guests and staff that comes in and action appropriately, address any issues my team may have and complete their rotas.

As well as the bedrooms there are also huge conference and banqueting facilities so there can, potentially, be hundreds of people in the hotel at any one time.

Requests come thick and fast and can range from needing directions, maps of the city, advice on tours and car hire to show-rounds, directing delegates to conference rooms? the list goes on.

Detail any recent projects that are reflective of your job and your industry.

In 1997 and 1998 I was vice-president of Les Clefs d'Or, the Society of the Golden Keys, which I thoroughly enjoyed. All members can be easily identified by the golden, crossed keys on the lapels of their jackets.

Les Clefs d'Or is a network of concierge with nearly 3,000 members spanning 38 different countries.

We aim to provide a globe-spanning, professional concierge service which travellers can use to make their journeys more pleasurable.

For example, recently I had an American guest who was travelling on to Singapore and wanted to be picked up from the airport, some concert tickets booked and champagne in his room on arrival as he was planning on proposing to his girlfriend.

I was able to contact a fellow Les Clefs d'Or member in Singapore and between us fulfil all of the guest's needs.

It's a continuity of service that international travellers have come to expect and I am actively recruiting for members at the moment.

There are benefits for members, of course. We have an AGM every year at a different Irish hotel and are very well looked after by our colleagues.

What makes working in your industry interesting and challenging?

It's an industry that has, from when I started in the early 1980s, done a complete 360 degree turn for the better in terms of what's available to visitors to Northern Ireland, both leisure and corporate, to the standards of service now in place.

There is so much hope now for tourism and hospitality as an industry, not the depressing outlook of the past.

I get to meet people from all over the world and get a brief glimpse into their culture. Plus I get the odd 'interesting' request which keeps things ticking over. The latest one was from an American lady who requested distilled water. After some scratching of heads we eventually tracked it down - from a local dentist.

What's challenging about my job is that the advice and information I offer can make the difference between a good stay and a fantastic stay.

It's a responsibility I don't take lightly and I always aim for guests to have a fantastic time.

The enjoyment of the couple on their first weekend away from the kids is just as important as that of the rock stars and movie idols that stay with us.

What career progression opportunities are available?

I am head concierge in the busiest hotel in Northern Ireland, so I'm happy with where I am.

What kind of personality do you need to operate within your chosen industry?

Being a good communicator is very important. I speak to people constantly throughout the day so it's important to be understood. You need to be patient, flexible and ready to deal with anything really.

I must say, though, there's a great atmosphere in the Europa - it's a great place to work.

What do you like to do in your spare time?

Most of my spare time is taken up by my wife, Roisin, and my 14-year-old daughter. We like to travel and get away for weekends as often as we can.

Tell us an interesting fact about yourself.

When former US president Bill Clinton came to stay at the Europa, I was one of only five people given security clearance to look after him. I also presented him with a gift from the Europa when he left.

I've also met loads of famous people, from Brad Pitt, David Beckham and Julia Roberts to Shirley Bassey and Elton John. I'm such a name dropper.

Who has inspired you most in your life?

Well, that's an easy one, my family. I grew up in a household of very strong women - the matriarch of the family followed by my sisters Kay and Eleanor.

I continue to be inspired by my wife and daughter - more strong women.