A Royal Welcome
at The Royal Duchy Hotel
At The Royal Duchy Hotel, every guest is greeted with a smile, and for the past 40 years that smile has belonged to James, our belived doorman. From the moment he first put on his uniform to the countless arrivals and farewells he's overseen since, James has become an integral part of the hotel's story.
We recently had the pleasure of sitting down with him to reflect on his remarkable four decades of service. He shared memorable moments and secrets behind creating a truly warm welcome.
What first brought you to The Royal Duchy Hotel, and how did you become a doorman?
I was drawn to The Royal Duchy Hotel as my parents had their wedding reception here over 60 years ago. I first started back in 1985 as a porter, employed by Mr John Allen. I wanted to work somewhere local, where I could meet people and be by the sea every day.
Do you remember your very first day at the hotel?
I do remember coming on the first day and feeling overawed by the hotel and the prospect of working in such a wonderful place. I was also very much looking forward to the challenge of going into this industry.
What do you enjoy most about being a doorman?
The best part is meeting and helping people, and helping sort out any problems that might come up. Mostly, I love seeing generations of families come through and watching children grow up to bring their own children here. Many guests have been visiting for decades and return year after year - we must be doing something right.
How has your role changed over the decades?
When I first started, the hotel was going through a bit of a relaunch, so there was a lot to do, and we all mucked in and did a bit of everything. My main job has always been porterage, but it also involves so much more.
What's the most memorable moment you've experienced while on duty?
Two moments stand out to me, although there are hundreds to choose from. Meeting Mr Peter Brend Senior, a few days after I started work for the company, and the welcome he gave me, always stands out. Another is seeing the Britannia come into the bay shortly after being decommissioned. As a boater, that was a very memorable thing to see, among many others.
How has The Royal Duchy Hotel changed since you started?
The hotel has evolved continuously, both in what the guests want and in what we offer. The family have always spent money on the hotel and continues to do so. It's very easy to be proud of working in an immaculate setting.
What's the secret to offering a warm, lasting impression?
My own secret is that I try to make it my mission to meet as many guests as possible in the car park, and to give a warm welcome to the hotel to everyone who arrives. If they had a bad day or a bad journey, I hope to make them feel better once they get to us. I like to check in with them throughout their stay and try to see them off with a "see you next time". Never a goodbye, as that's too final. A friendly "good morning" goes a long way.
How do you personally feel about reaching 40 years of service?
I feel very honoured. I'm honoured to have known the family all these years, proud to be able to serve the guests, the hotel and the Brend family. I'm happy to have the opportunity to try to spread a little of my happiness and joy around.
What is one thing about being a doorman that most people wouldn't expect?
It's far more than being on the door and doing porterage. It's a busy and varied role across every department of the hotel. Whenever anyone asks me what I do, I tell them, I'm just James.
