Meet Adelino Moreira, Head Concierge of a New City Hotel
- 2 hours ago
- 4 min read
Adelino reflects on his journey to leading the pre-opening of The Derby London City, Curio Collection by Hilton — an exciting new chapter in his career.
Can you tell us about the career path which led to where you are today?
I grew up in the heart of Lisbon, in Bairro Alto, a vibrant and touristic area that first exposed me to the hospitality world. In 2005, I moved to London with the aim of improving my English and expanding my career opportunities.
I began working at Starbucks on New Oxford Street, progressing from Barista to Assistant Store Manager. This experience gave me a strong foundation in customer service and human connection.
In 2009, I entered the hotel industry as a Luggage Porter/Doorman at Park Plaza London Riverbank. That was a turning point in my life. I was fortunate to work alongside exceptional professionals such as Dan McCaskie and Filip Naurinic, who introduced me to the world of Concierge and inspired my passion for it.
I became deeply driven to learn everything about London, spending my days off exploring the city, understanding it through the eyes of our guests. By the end of 2010, I was promoted to Concierge, and from that moment, I knew this was my true calling.
Over the years, I progressed through the ranks, became a member of Les Clefs d’Or and developed my leadership skills. In 2022, I took on my first Head Concierge role at The Westminster London, Curio Collection by Hilton, where I had the privilege of building and shaping a Concierge department from the ground up.
Today, I am proud to be leading the pre-opening of The Derby London City, Curio Collection by Hilton, an exciting new chapter in my journey.
Are there any specific mentors you’ve looked to for guidance, and how have they helped you on your journey?
I have been very fortunate to work with outstanding mentors throughout my career.
Filip Naurinic, was the first to truly believe in me. He opened the door to the Concierge profession and patiently taught me the fundamentals, from understanding London to delivering personalised service.
John White, however, is the person I consider my greatest mentor. He taught me the true meaning of being a Concierge and what 'service through friendship' really represents. He led by example, always offering guidance, support and honesty. He also supported me through my Les Clefs d’Or application, acting as my first chair.
Each of these individuals shaped not only my professional path, but also my values.
What has been the highlight of your career so far?
There have been several proud moments in my career.
Being awarded my Les Clefs d’Or keys over a decade ago was a defining milestone. Additionally, being shortlisted for the Catey Awards with my team has been a great recognition of our collective efforts.
More recently, taking on the role of Head Concierge at Hotel Riu Plaza London The Westminster and successfully building a high-performing team, while significantly improving the hotel’s TripAdvisor ranking has been incredibly rewarding.
Now, being part of a hotel pre-opening at The Derby London City, Curio Collection by Hilton is another exciting highlight.
Dealing with guests cannot always be easy; what’s your approach to winning over ‘difficult’ guests?
I don’t believe in “difficult guests”, only guests who need to be understood. Every situation is an opportunity to listen, empathise and identify what truly matters to the guest. Meeting expectations is the minimum; our role is to exceed them. By remaining calm, attentive and solution-focused, we can often transform a challenging interaction into a memorable experience.
"I genuinely enjoy walking through the city, discovering new places and constantly updating my knowledge" (Adelino Moreira)
What personal sacrifices have you had to make to become successful in this field?
Like many in hospitality, I have made sacrifices in terms of time, working long hours, weekends, and holidays away from family and friends.
Relocating countries and adapting to a new culture also came with challenges. However, these experiences have shaped my resilience, adaptability, and passion for the industry.
What attributes does one need to be a good Head Concierge?
A great Head Concierge must combine leadership, empathy and an unwavering commitment to service excellence. Strong local knowledge is essential, but equally important are communication skills, emotional intelligence, and the ability to inspire and develop a team. Above all, passion for people and genuine care for the guest experience are what truly define success in this role.
If you could give advice to a Concierge new to this profession, what would it be?
Be curious and never stop learning. Explore your city, build relationships, and always put yourself in the guest’s shoes. The more you understand your destination, the more confident and authentic your service will become.
And most importantly, be patient. This profession is built on experience.
What is the most rewarding thing about being a Concierge?
The ability to create unforgettable experiences for guests. Whether it’s arranging a once-in-a-lifetime moment or simply making someone’s stay easier, knowing that you’ve made a difference is incredibly fulfilling.
Les Clefs d’Or’s motto is ‘service through friendship’; how important is collaboration with colleagues across the industry to you?
Collaboration is at the very heart of what we do. The motto 'service through friendship' is not just a phrase, it is a way of working.Our ability to rely on trusted colleagues around the world allows us to deliver exceptional service beyond expectations. These relationships are built on mutual respect, trust, and a shared commitment to excellence.
Do you have any hidden talents you can share with us?
One of my 'hidden talents' is my curiosity and passion for exploration. I genuinely enjoy walking through the city, discovering new places and constantly updating my knowledge. What started as a learning habit has become a lifelong passion.
