Meet Assistant Head Concierge René Castillo
As he embarks on an exciting new chapter as part of the pre-opening team at Waldorf Astoria Admiralty Arch, René Castillo reflects on his journey so far.
Can you tell us about the career path which led to where you are today?
My journey in hospitality began 20 years ago when I moved to London from Spain. I started my career at the Hilton London Metropole, which I consider one of the finest training grounds in the industry and a place that played a fundamental role in shaping my professional foundations.
I then moved to The Landmark London, where I had the privilege of learning the true meaning of five-star service firsthand, surrounded by an exceptional team of professionals.
The next chapter of my journey took me to Hotel Café Royal, where I spent 14 wonderful years. During this time, I was fortunate enough to work alongside some of the most respected and influential figures in our industry, learning invaluable lessons along the way.
What makes this journey particularly special to me is that I had the opportunity to experience almost every level of the concierge profession, progressing from luggage porter to assistant head concierge. It was also during these years that I had the immense honour of being admitted into Les Clefs d’Or, the prestigious Golden Keys association, a milestone I will always treasure.
Today, I feel incredibly proud and privileged to be embarking on an exciting new chapter as part of the pre-opening team at Waldorf Astoria London - Admiralty Arch.
Looking back, I could not be more grateful for the opportunities I have been given and, above all, for the extraordinary professionals I have had the pleasure of working alongside. Each of them has contributed to making me the concierge I am today, and I continue to approach every new opportunity with the same passion, enthusiasm and desire to learn that I had when I first arrived in London.
Are there any specific mentors you’ve looked to for guidance, and how have they helped you on your journey?
I have had the pleasure and privilege of working alongside some truly exceptional concierges throughout my career, each of whom has played a significant role in shaping the professional I am today.
Tony Matarazzo and Stuart McLean were the first to give me an opportunity in a concierge department. They took me under their wings, treating me not simply as a colleague, but as family, almost like a son and a brother. Their guidance, trust and encouragement gave me the foundation upon which I have built my career, and for that, I will always be grateful.
Nigel Bowen was another influential mentor whose unwavering dedication and passion for the profession inspired me to continually strive for excellence, challenge myself, and uphold the highest standards in everything I do.
Finally, I had the extraordinary privilege of working alongside Karim Bernichi for 14 years. Without question, he is one of London’s finest concierges. The opportunity to learn from his wealth of knowledge, experience, and professionalism over so many years has been invaluable, not only in my development as a concierge but also in my personal growth.
I consider myself incredibly fortunate to have been guided by these remarkable gentlemen. Each has left a lasting impression on me, and the lessons, values, and wisdom they have shared continue to influence the way I approach my profession every single day.
"True hospitality is not simply about fulfilling requests; it is about making people feel genuinely cared for and creating memorable experiences"
What has been the highlight of your career so far?
Without a doubt, one of the proudest moments of my career has been being selected to join the pre-opening team at Waldorf Astoria London - Admiralty Arch as assistant head concierge, working alongside Emiliano Del Pizzo, a highly respected and inspiring figure within our concierge community.
Being entrusted with the opportunity to help establish the concierge department at such an iconic property is both a tremendous honour and an exciting new chapter in my career.
Dealing with guests cannot always be easy; what’s your approach to winning over ‘difficult’ guests?
I believe the first and most important step is to listen. Every guest wants to feel heard, understood and valued, particularly when something has not met their expectations.
I always take the time to listen carefully, paying attention to every detail so that I can fully understand the situation.
Once I have established the issue, I personally take ownership of finding a solution, reassuring the guest that I will do everything within my power to resolve it.
Finally, I always follow up to ensure the matter has been resolved to their complete satisfaction.
I firmly believe that even the most challenging situations can become opportunities to build trust and create lasting relationships with our guests.
What personal sacrifices have you had to make to become successful in this field?
I consider myself extremely fortunate because I have never really viewed my career in terms of personal sacrifices.
Being a concierge is not simply a profession for me; it is a true vocation. I genuinely love what I do, and every stage of my journey has brought me immense satisfaction.
Of course, our profession requires dedication, flexibility and commitment, but when you are passionate about what you do, those demands become part of a journey you genuinely enjoy.
What attributes does one need to be a good concierge?
Above all, I believe a great concierge must have a genuine desire to care for others.
Empathy, integrity, honesty and an unwavering commitment to excellence are essential qualities. You must genuinely care about your guests’ wellbeing and always strive to provide the very best service possible.
For me, the key is to remain authentic, anticipate guests’ needs whenever possible and consistently go the extra mile.
True hospitality is not simply about fulfilling requests; it is about making people feel genuinely cared for and creating memorable experiences.
If you could give advice to a concierge new to this profession, what would it be?
My advice would be to always remain honest, humble and eager to learn.
Never assume you know everything, because one of the most beautiful aspects of our profession is that there is always something new to discover.
Learn from your colleagues, listen to your guests, stay curious and embrace every opportunity to improve.
Being a concierge is a lifelong journey of learning and personal growth, and that is precisely what makes it so rewarding.
What is the most rewarding thing about being a concierge?
One of the greatest privileges of being a concierge is the opportunity to discover and experience the very best that our city, and indeed the wider world, has to offer.
Our profession opens doors to extraordinary places, fascinating experiences and, above all, remarkable people.
I particularly value the friendships and relationships we build with some of the most interesting, passionate and genuine individuals in the hospitality industry.
It is a profession that constantly enriches you, both personally and professionally.
Les Clefs d’Or’s motto is ‘service through friendship’; how important is collaboration with colleagues across the industry to you?
Collaboration is absolutely fundamental to what we do, and I believe the motto 'Service Through Friendship' perfectly captures the spirit of our profession.
The relationships we build with fellow concierges and hospitality professionals create an extraordinary network of trust, knowledge and mutual support.
Through these friendships, we can share experiences, exchange recommendations and achieve things for our guests that would often be impossible individually.
To me, Les Clefs d’Or is much more than a professional association; it is a community built on friendship, respect and a shared passion for exceptional service.
Do you have any hidden talents you can share with us?
I have always had a passion for drawing and cooking. Both allow me to express my creativity, relax and completely lose track of time.
I could happily spend hours doing either. In many ways, I think they reflect the same qualities I enjoy about being a concierge: creativity, attention to detail and the satisfaction of creating something special.
