Stuart McNeill
It is Monday, October 30 and in the third episode of season 8, I am taking you to my old home, London. London is a special place for me, and I love to see and read about all the hotel developments that are happening. This city really never sleeps, and I cannot wait to explore the new Mandarin Oriental Mayfair, opening in spring 2023 or the eagerly anticipated opening of another iconic brand: The Peninsula. So far, I have only seen it online but another highlight on my “must visit list” next time I am there is to visit the Gucci Suite and the Gucci boutique at the Savoy, as well as the newly refurbished Claridges. London has so much to offer, and I am glad to introduce you today to a London expert who said that “No trip to London is complete without a trip to the pub!” You can read his pub recommendation in the interview.
Today’s guest has started his career at the European headquarters of American Express in Brighton and is running now his own company for ten years. Within the last ten years, the company managed to become a sought-after exclusive members concierge club, delivering the undeliverable and making the unthinkable happen.
Please welcome today the founder and owner of Knightsbridge Circle, “the most exclusive concierge club in the world”, Mr Stuart McNeill.
Stuart and I crossed paths during my time at the Fairmont Hotel Vier Jahreszeiten in Hamburg and are in contact since then. We talked about the start of his career but also about his recommendation to the younger generation, entering the hospitality world now. Stuart shared a book recommendation and what he is currently learning. And in case you are still looking for the perfect place to visit in Scotland, Stuart also has your back. Maybe you can meet him there during the Highland Games.
“It is a wonderful industry for wonderful people.”
I hope you are enjoying this little read and please do not forget to share positive stories.
Question 1: Can you take us through your career? Where did you start and what do you love most about your current role?
Stuart McNeill (SMN): “My career kicked off in 2004 at American Express Centurion in Brighton (European HQ). After four enjoyable years I joined Reed & Mackay in the City of London working with their private clients from Hedge funds, law firms etc.
In 2010 American Express invited me to launch their Elite tier from the London office. This was an invitation only service for the top spending Centurion cardmembers. After two successful years I founded Knightsbridge Circle. We’ve just celebrated ten years!
I love Knightsbridge Circle because it’s privately owned (by me) and that allows for decisions to be made very quickly. When you work for someone like American Express it takes months for any decisions.”
Question 2: What does hospitality mean to you?
SMN: “What it means to be ‘hospitable’ is fairly universal and cross-cultural: being friendly, warm, welcoming, and helpful to others, especially strangers. That last bit is why hospitality remains important: it comes down to basic human interactions of being genuine, generous, and sincere. When practiced every day, hospitality leads to a deeper sense of connection and belonging with the people around us.”
Question 3: Can you please share an anecdote you experienced, that shows the variety and beauty of our industry?
SMN: “The variety and beauty of our industry is the different requests that we receive. We could be working on a safari in Kenya and then be asked for contemporary hotel in New York. No day is the same and we love creating memories.”
“No day is the same and we love creating memories”
Question 4: Have you had a mentor/role model/hero in your career? Who was it and did she/he gave you a piece of advice you still follow?
What was the most powerful advice you have received so far?
SMN: “I have had a mentor for several years. I find it beneficial to talk to someone who doesn’t have their own agenda for personal gain. You meet a lot of people in business who make out they are there to help you but sometimes that isn’t true.
It was actually my father who gave me the best advice ‘Always go with your gut feeling’. 99 times out of 100 your gut feeling is right.”
Question 5: What would you like to say to a hospitality/ tourism student/professional who recently started his/her career, at this right moment?
SMN: “The key ingredient to success in this industry is attitude. If you approach each request with an amazing attitude, you will have a great career. It is a wonderful industry for wonderful people.”
“It is a wonderful industry for wonderful people.”
Question 6: Do you have a book recommendation - this could be everything from a novel to an autobiography, etc.
SMN: “The Last Overland - Crossing 23 countries on the mother of all road trips, filmmaker Alex Bescoby recreates a journey originally documented in the mid-1950s, when a group of students drove for the first time from London to Singapore in a pair of Land Rovers. The aim here is to do it all in reverse (not literally), as the author seeks to return one of the original vehicles home, bookending one of the great overland adventures of the last century in buccaneering fashion.”
Question 7: Which other industry expert would you like to see answer these questions as well? And what question would you ask him/her?
SMN: “I would ask the best driver in London to answer these questions. Mr Zikica (Ziggy) Cvetkovic. I would ask his plans for sustainability and what big changes he has seen post covid.”
Question 8: What are your must-dos and must-sees during a stay in London?
SMN: “No trip to London is complete without a trip to the pub! I recommend a historical pub walking tour. The Seven Stars in Holborn is the oldest pub in London dating back to 1666.”
Question 9: Do you have a favorite hotel and why?
SMN: “I recently stayed at the Fife Arms in Scotland (Virtuoso property). I absolutely loved it. Unpretentious, great service and a wonderland base in which to be at one with nature. The Fife Arms is located 8 miles from Balmoral Castle – we popped down there and saw King Charles III returning from Sunday church service. I would love to return to the Fife Arms during the Highland Games which takes place each summer.”
Question 10: What are you currently learning?
SMN: “I am currently learning how to have more a work/life balance. We welcomed our first child ‘Isabella’ in November last year and we have another one on the way. It’s really important for me to enjoy the early years with them.”
Thank you for your time, Stuart and I am looking forward to seeing you and your family soon somewhere around the world.
