To truly see London, you need someone who knows it intimately. Toru Machida, Head Concierge at The Cadogan, A Belmond Hotel, takes us beyond the tourist hotspots, revealing how curiosity, expertise, and personal insight transform a stay into something unforgettable.

Why did you choose to become a concierge?
“Concierge is my passion. After all these years, I still have the same satisfied feeling when I’m able to surprise or deliver for a guest. That feedback you get from guests is so rewarding.

“The best thing about being a concierge is that you don't know what's going to happen on your day. You go to the desk, you see what the guest wants – it’s always spontaneous, and it's never boring. Every day brings something new.”

What qualities make an exceptional concierge?
“Curiosity is the most important; it’s the commitment to exploring and discovering what is on offer in your city so that you can offer your guests the best experience of where they are visiting.

“It’s also about that commitment to going the extra mile for your guests. I am a member of an organisation called Les Clefs d’Or, an association of luxury concierges from around the world founded in 1952. There are nearly 4,000 members in 80 different countries, and it was founded to help concierges achieve things for their guests they otherwise never could.

“It’s quite amazing. For example, there is a Japanese restaurant in New York, which is a three-Michelin-starred restaurant, and my guest asked me to make a reservation. I picked up the phone, and of course, they said, ‘sorry, we are booked for the next three months’. So I contacted a Les Clefs d’Or concierge working in a hotel which is just around the block from this restaurant – I’ve never met this guy – and asked if he could help. He called me back half an hour later and said, ‘it’s all done’.

“As my mentor told me, when you hire one Les Clefs d’Or concierge, you are hiring 4,000 concierges, and that power allows you to create unforgettable experiences for your guests.”

What makes The Cadogan unique?
“The Cadogan opened in 1887, so we’re almost 140 years old. We are tucked away from the craziness of Knightsbridge, out of sight of the tourist hotspots, so it’s a very residential feel.

“Our unique selling point is our private garden and tennis court, which is a remarkable thing to have right in the middle of Chelsea. There aren’t any other high-end luxury hotels in Chelsea, that’s what makes us truly special.

“The Cadogan is a 54-bedroom hotel, so with our team of four concierges, we can meet every guest personally over tea and tailor recommendations to them.”

How do you craft your guest experiences at The Cadogan?
“We’re often asked by guests or travel agents to send a list of restaurants we recommend, or a list of experiences that we offer. But, we don’t have anything made – no cover-all PDF document, nothing already created that we just ‘attach’ to a guest’s experience. A list of restaurants is just a list of what you might think is good, not what is suited to the guest.

“So, for us, we first want to understand what the guest is looking for. This is why we always start with a conversation first: Have you been to London before? What do you like? What is the occasion? What is your passion? This is the conversation we have first, then we create a bespoke recommendation for the guest.

“So as a concierge, this is why this hotel is an amazing place to work, because with a team of four in a 54-bedroom hotel, we’re able to understand completely what all our guests are looking for, read between the lines, and come up with something the guest really wants and enjoys.”

What makes London a city worth exploring?
“London is such a dynamic city; there is so much we can offer to our guests. Obviously, London has a history that nobody else has – if anybody wants to visit London’s many famous tourist sites, we can arrange that, but exclusively and privately.

“Whether that is pre-opening or post-closure at the Tower of London, a privately guided tour of the Churchill War Rooms, where guests are taken behind the glass display walls, or a private boat tour along the Thames, there is so much we can organise.”

What is the London culinary scene like?
“London is the centre of the culinary world; there are so many unbelievably good restaurants from all different cuisines from all over the world. From Michelin-style restaurants to casual restaurants, it’s so dynamic. Our guests all want to get into popular restaurants that everybody else also wants to go to, so our relationships with them are very important, and we are constantly nurturing those.

"It is also an expectation within our team that we get out and experience new restaurants and new experiences in London, so we are always researching, discovering and learning about what the city has to offer – this is why concierge isn’t just a job, but a lifestyle.

“Afternoon tea is, of course, very popular in London; it’s probably the most requested ‘British’ experience. And of course, a good pub experience. The Cadogan Arms, in terms of food quality, is probably the best in Chelsea. The Builders Arms - if you don’t know it, you won’t find it. It’s tucked away in the residential streets of Chelsea, and if someone wants to go somewhere local, this is fantastic.”

Where can visitors find a unique cultural experience in London?
“The Globe Theatre is something quite spectacular and unique, it just gives people a wow experience. It's a replica of the original Shakespearean theatre. I think it's a fantastic creation to represent the history of this country.”

What other experiences set London apart?

“With the Belmond Hotel group, our train and cruise product is totally unique. You can take a day excursion train leaving from London Victoria, taking you on a round-trip for afternoon tea or lunch.

“Or it can take you to different destinations, such as Bath or Oxford, where you get off the train, enjoy the destination, then enjoy a five-course dinner service on board on the way home.

“We also now have the Britannic Explorer, where you can take a multi-day grand tour of Wales, of Cornwall, the Lake District and beyond.”