As an award-winning concierge, Ashley Harman is used to making the impossible happen.
As an award-winning concierge, Ashley Harman is used to making the impossible happen.

Here to serve and up for a challenge



I joined Brown's Hotel in 2005 and in October this year, I was named London Concierge of the Year by the Society of the Golden Keys [a membership body for concierges]. Before Brown's, I worked at the InterContinental Hotel on London's Park Lane and when it closed for refurbishment, a former colleague approached me and offered me the position of deputy head concierge at Brown's. I leapt at the chance because it meant a promotion, and Brown's is one of London's oldest hotels and is synonymous with quality. Initially, I was a little daunted by the increased responsibility but Simon [the head concierge at Brown's] reassured me that I was ready.

My main responsibility is to support Simon and look after the day-to-day running of the desk. The head concierge has to spend time attending meetings and dealing with the management side of the department, so he needs a deputy who can take the reins as and when is required. I didn't set out to be a concierge. When I left school, I studied hotel management before being taken on by Sheraton [Hotels] on its management-training programme. Part of the programme involved a three-month spell as a concierge and I just fell in love with the role. I enjoy the fact that it is a continual learning process and no two days are ever the same. One minute I can be ordering theatre tickets and making sure that guests receive their morning papers, and the next I can be organising a private jet or trying out the latest restaurant. We often have celebrities and high-profile guests staying with us, from lords and ladies to fashion and pop glitterati, so discretion is also a large part of the job.

What I love most about my job is being able to carry out the seemingly impossible. When a guest checks into a hotel and sets a challenge, the real buzz comes from being able to provide what they want. It's almost like a gauntlet being thrown down; a case of "I bet you can't do this," and then being able to do it. I always try to go the extra mile. When an airline lost the luggage of a regular guest recently, I bought a replacement suitcase and filled it with everything they needed for their entire stay - from business suits to golfing attire - all to the guest's exacting taste.

The most unusual thing I've ever been asked to do as a concierge is to order and ship scaffolding towers - along with an assortment of paints and brushes - for a regular guest who lived in Ethiopia. Many guests heavily rely on us to organise their lives for them and think of us as their London office. Our guests are usually very appreciative and polite. If someone is rude, I try not to take it personally and to think instead of the pressures that he or she may be under - being away from home, missing family, or maybe about to sign a multi-million pound contract. I try my best to reassure them and to turn their mood around.

The internet has made my job so much easier. Before it, we had a whole office crammed full of reference books and folders - even my bathroom at home was jam-packed. Simple tasks would take a lot longer to complete. Now I can access most of the information I need at the touch of a button. I was born near London and have always lived and worked here. This city has so many diverse cultures and in my opinion, an unrivalled history. Things change all the time - new restaurants and attractions open almost daily - so we are always learning new things. I wouldn't want to work anywhere else.

I work a 12-hour shift most days and I often don't get home until 10pm. I usually have some days off during the week, however, so I can spend time with my wife and my five-year-old son. I can honestly say that there is nothing I dislike about my job. I have found something I love doing and if I didn't enjoy it, I would stop. The most rewarding experience that I've had in my career to date was winning the Concierge of the Year Award for London. It was a huge honour for me because I was up against stiff competition from other concierges at top London hotels such as The Dorchester and The Langham. The award recognises the 14 years of my life that I have put into trying to be one of London's leading concierges.

* Interview by Lisa Hillier

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Thank You for Banking with Us

Director: Laila Abbas

Starring: Yasmine Al Massri, Clara Khoury, Kamel El Basha, Ashraf Barhoum

Rating: 4/5

The specs

Engine: 1.5-litre turbo

Power: 181hp

Torque: 230Nm

Transmission: 6-speed automatic

Starting price: Dh79,000

On sale: Now

How does ToTok work?

The calling app is available to download on Google Play and Apple App Store

To successfully install ToTok, users are asked to enter their phone number and then create a nickname.

The app then gives users the option add their existing phone contacts, allowing them to immediately contact people also using the application by video or voice call or via message.

Users can also invite other contacts to download ToTok to allow them to make contact through the app.

 

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Moon Music

Artist: Coldplay

Label: Parlophone/Atlantic

Number of tracks: 10

Rating: 3/5

Fire and Fury
By Michael Wolff,
Henry Holt

Saturday's results

Women's third round

  • 14-Garbine Muguruza Blanco (Spain) beat Sorana Cirstea (Romania) 6-2, 6-2
  • Magdalena Rybarikova (Slovakia) beat Lesia Tsurenko (Ukraine) 6-2, 6-1
  • 7-Svetlana Kuznetsova (Russia) beat Polona Hercog (Slovenia) 6-4. 6-0
  • Coco Vandeweghe (USA) beat Alison Riske (USA) 6-2, 6-4
  •  9-Agnieszka Radwanska (Poland) beat 19-Timea Bacsinszky (Switzerland) 3-6, 6-4, 6-1
  • Petra Martic (Croatia) beat Zarina Diyas (Kazakhstan) 7-6, 6-1
  • Magdalena Rybarikova (Slovakia) beat Lesia Tsurenko (Ukraine) 6-2, 6-1
  • 7-Svetlana Kuznetsova (Russia) beat Polona Hercog (Slovenia) 6-4, 6-0

Men's third round

  • 13-Grigor Dimitrov (Bulgaria) beat Dudi Sela (Israel) 6-1, 6-1 -- retired
  • Sam Queery (United States) beat Jo-Wilfried Tsonga (France) 6-2, 3-6, 7-6, 1-6, 7-5
  • 6-Milos Raonic (Canada) beat 25-Albert Ramos (Spain) 7-6, 6-4, 7-5
  • 10-Alexander Zverev (Germany) beat Sebastian Ofner (Austria) 6-4, 6-4, 6-2
  • 11-Tomas Berdych (Czech Republic) beat David Ferrer (Spain) 6-3, 6-4, 6-3
  • Adrian Mannarino (France) beat 15-Gael Monfils (France) 7-6, 4-6, 5-7, 6-3, 6-2
Day 2, Dubai Test: At a glance

Moment of the day Pakistan’s effort in the field had hints of shambles about it. The wheels were officially off when Wahab Riaz lost his run up and aborted the delivery four times in a row. He re-measured his run, jogged in for two practice goes. Then, when he was finally ready to go, he bailed out again. It was a total cringefest.

Stat of the day – 139.5 Yasir Shah has bowled 139.5 overs in three innings so far in this Test series. Judged by his returns, the workload has not withered him. He has 14 wickets so far, and became history’s first spinner to take five-wickets in an innings in five consecutive Tests. Not bad for someone whose fitness was in question before the series.

The verdict Stranger things have happened, but it is going to take something extraordinary for Pakistan to keep their undefeated record in Test series in the UAE in tact from this position. At least Shan Masood and Sami Aslam have made a positive start to the salvage effort.

The specs
 
Engine: 3.0-litre six-cylinder turbo
Power: 398hp from 5,250rpm
Torque: 580Nm at 1,900-4,800rpm
Transmission: Eight-speed auto
Fuel economy, combined: 6.5L/100km
On sale: December
Price: From Dh330,000 (estimate)
Poacher
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Company%20profile
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Schedule for Asia Cup

Sept 15: Bangladesh v Sri Lanka (Dubai)

Sept 16: Pakistan v Qualifier (Dubai)

Sept 17: Sri Lanka v Afghanistan (Abu Dhabi)

Sept 18: India v Qualifier (Dubai)

Sept 19: India v Pakistan (Dubai)

Sept 20: Bangladesh v Afghanistan (Abu Dhabi) Super Four

Sept 21: Group A Winner v Group B Runner-up (Dubai) 

Sept 21: Group B Winner v Group A Runner-up (Abu Dhabi)

Sept 23: Group A Winner v Group A Runner-up (Dubai)

Sept 23: Group B Winner v Group B Runner-up (Abu Dhabi)

Sept 25: Group A Winner v Group B Winner (Dubai)

Sept 26: Group A Runner-up v Group B Runner-up (Abu Dhabi)

Sept 28: Final (Dubai)

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Europe wide
Some of French groups are threatening Friday to continue their journey to Brussels, the capital of Belgium and the European Union, and to meet up with drivers from other countries on Monday.

Belgian authorities joined French police in banning the threatened blockade. A similar lorry cavalcade was planned for Friday in Vienna but cancelled after authorities prohibited it.

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