Best of the best: Kate Kerr launches luxury hospitality collaboration with Tempus

“There are hotels, and then there are hotels,” says Kate Kerr, Tempus’s new head of luxury and an expert liaison between her global high-net-worth clients and a handpicked roster of five-star hotels and residences that take luxury to truly extraordinary heights. Kate has been connecting luxury travellers with remarkable accommodation for more than two decades and will now bring her wealth of expertise and experience to Tempus in an exciting new collaboration.

Not only will Tempus readers be able to book exclusive accommodation with Kate, but the luxury and travel expert will be sharing her insights in a regular column, putting the spotlight on incredible service, hospitality’s unique individuals, and her favourite occasion destinations.

“I’m so excited to work with Tempus on this new collaboration,” says Kate, who began her career as a personal assistant to Lord Andrew Lloyd Webber before moving into luxury property sales and serviced apartment management. Kate was one of the first to offer serviced apartment booking online – a venture that evolved into her current role.

“I’ve been providing my clients with luxury serviced apartments and hotels for almost 30 years, acting as a liaison and concierge, so I’m really excited to introduce Tempus readers to the most fantastic stays in London and beyond.” To celebrate the launch, we visited one of Kate’s favourite London landmarks, The Milestone Hotel & Residences. Part of the Red Carnation Hotel Group, The Milestone is situated directly opposite Kensington Palace with picturesque views across the palace gardens. Each room, suite and residence is individually designed, from the Noël Coward Suite with original art deco pieces, to the incredible Hermès Suite with its custom-built furnishings and double balconies. 

The hotel’s gastronomic credentials include fine dining at Cheneston’s restaurant (named after the early spelling of Kensington) to afternoon tea in the sophisticated Park Lounge and delicious cocktails in the intimate Stables Bar. Every suite, room and corridor of The Milestone is a treasure trove of original artworks, but it is the hotel’s team of staff – led by general manager Andrew Pike – who tip the scales into unbeatable luxury.

“The Red Carnation Group does five-star luxury very well, and Andrew has never been anything other than extraordinary,” says Kate, adding: “The Milestone is one of my favourite places in the world.”

It’s an apt location, then, for Kate to share with us what first ignited her passion for hospitality, the bond she shares with her clients and hotel partners, and what true luxury means to her.Kate, we’re launching our collaboration here at The Milestone Hotel & Residences. What stands out to you about this wonderful venue?
It’s simply one of my favourite places in the world. I’ve known Andrew for 20 years; he is a consummate professional and the staff he employs are all superb. They genuinely care about their guests, and that comes from him. There’s a sense of charm and joy here that comes from its people.

Tell us about some of the hotels and residences that you recommend?
The main areas on which I focus are Kensington, Chelsea, Knightsbridge and Mayfair – with a few extraordinary locations elsewhere in the capital, too. I tend to work with a select few hotels and residences that I absolutely love. I won’t ever recommend somewhere that I haven’t stayed in myself because I need to know how the hotels operate to recommend the best for my clients, whatever their needs. I’ve also got some lovely serviced apartments next to the Tower of London, for example. The penthouse views of the Tower, HMS Belfast and the Shard are incredibly special. I’ve got a family staying there now, and they’ve told me they never want to stay anywhere else.

London is well known for its five-star hospitality. What makes a hotel really stand out from the crowd?
With a five-star hotel, it’s a given that you are going to get a wonderful place to stay, but what you really want is a unique experience – that extraordinary touch. For me, it’s about how you’re made to feel. When I recommend somewhere like The Milestone, my clients come back time and again, because they’ve experienced such joy during their stay. For example, my wonderful client Jody is an older lady from the United States. She is “slow travelling” through Europe, so I arranged for her stay at The Milestone for a week – she loved it so much that we extended her stay to six weeks, with a return stay already organised for later this year.They have even renamed her suite “The Jody”. What do you think creates that extraordinary touch?
It’s the people, and it comes from the top. You want to feel that people care, know your name and take an interest – whether that’s in your dog. your shoes, or where you went that day – and then maybe give you a phone call to say, “I know you did this yesterday, what about doing this today?” There are so many places where you pay the money for the food and service, but you don’t get the feeling – and it’s the feeling that makes the difference.

What are some of the considerations for choosing a serviced apartment or residence over a hotel?
A serviced apartment is similar to a hotel in terms of amenities, such as daily maid service and perhaps butler service, but you have all the space and privacy of an apartment, which is great for a large family or group. You’ll have a fully-fitted kitchen and lounge area, multiple bedrooms and bathrooms – I’ve got penthouses with four or five bedrooms. Hotel residences offer serviced residences with private entrance, but you also have access to the hotel restaurants and spa. It’s the best of both worlds. A lot of celebrities and high-profile individuals often opt for a residence, as you get the five-star service with true privacy and exclusivity.When matching clients to accommodation you must have to go quite in-depth to discover the small details that make their experience. Where do you start?

It all starts with the practical reason for their visit. Someone on a business trip won’t want to waste time with long commutes, so location is a crucial factor, but someone on a romantic anniversary trip might prefer to be near wonderful restaurants and experiences. Then we explore what’s important to them on a more personal level – what style of hotel do they like, what do they want to do while they travel? I’ll then speak to various hotels and residences that I think they would love, negotiate the best preferential rates, and present the options. It’s helpful for my clients to have a local expert who is also their liaison to the hotel, that way, if they need anything – cars for specific times, special pillows for an allergy, a particular brand of water – I can make sure it’s there and waiting for them.

It sounds like you get to know your clients extremely well.
I get to know them on a personal level because there’s a lot of trust involved. A lot of my clients like to chat on the phone, others prefer to email, but many have become friends. I want to know what makes someone tick, what makes them happy. That’s the joy of what I do; I get to help people have a fantastic time and they are safe in the knowledge that they can put their trust in me.I love the idea that, because you know the hotels so well, you can curate the same level of experience for clients who want to travel further afield.

Absolutely, that’s actually something we talk about, because within the Red Carnation Group there’s a lovely hotel called Hotel 41, which is very close to Buckingham Palace. It’s very easy to arrange the Caledonian Sleeper up to their 100 Princes Street, Edinburgh hotel. What a royal tour that would be! In those hotels, you’ll get that same high standard of service while experiencing the different local vibes of London and Edinburgh, and that’s amazing.

How important is it for people to have that personal touch?
I do feel like everything has gone full circle from the early days of internet booking. People want to speak to somebody; they want someone on their side who can advocate for them. Someone they can message and just say: “We’re arriving at 3pm, do you think that will be okay?” and receive that instant reassurance. I love to provide that reassurance, to be there to hold their hand and make sure everything’s superb for them. That’s what it’s all about.

To book The Milestone Hotel, contact Tempus head of luxury Kate Kerr to enjoy exclusive privileges, including complimentary room upgrades, bespoke welcome amenities and VIP recognition throughout your stay.

To curate your stay in London and beyond with hand-picked locations, exclusive experiences and preferential rates, reach out to Kate via email kate@tempusmagazine.co.uk or phone +44 (0) 7973 248 623

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