Meet Burak Ipekci, Head Concierge at The Royal Horseguards Hotel
- lisahylton2
- Sep 28
- 3 min read
Updated: Oct 20
Crowned London Concierge of the Year at the Where Golden Keys Concierge Awards 2025, Burak shares an insight into his love of the profession.
Can you tell us about the career path which led to where you are today?
I consider myself incredibly fortunate to have discovered my passion at the age of 17. I explored various areas of the hospitality industry (working as a professional cook and even as a travel agent) before being offered a Concierge position at the Hilton New York in 1999. From that moment on, I knew I had found my calling.
Are there any specific mentors you’ve looked to for guidance, and how have they helped you on your journey?
As I always say with pride, the global Concierge community has been my greatest source of mentorship, guidance, and friendship. Our profession is unique, and that uniqueness stems from the passion, generosity and knowledge shared among its members.
What has been the highlight of your career so far?
I've been honoured to serve in leadership roles both regionally and internationally over the years. Having the opportunity to help shape the direction of our profession and support colleagues around the world has been one of the most rewarding aspects of my career. During this long and fun journey, I also have been the fortunate recipient of some awards and acknowledgements, including the 2025 Concierge of the Year Award. Being recognized by your peers for the work that you do is truly priceless.
Dealing with guests cannot always be easy; what’s your approach to winning over difficult guests?
I firmly believe that honesty, paired with empathy, is the best approach. No matter how challenging the request or situation, showing genuine care and understanding often transforms even the most difficult interactions into positive ones.
What personal sacrifices have you had to make to become so successful in this field?
One of the biggest sacrifices is accepting that this isn’t a typical nine-to-five job, it’s a lifestyle. The work doesn’t stop at the end of a shift, and the learning never ends. But that’s also part of what makes it so fulfilling.
What attributes do you think you possess that make you a successful Head Concierge?
The magic word is empathy. While essential in guest interactions, it’s just as vital in how we lead our teams. At the core, we’re all human with our own priorities, challenges, and goals. Of course, leadership in this role also requires deep knowledge, strong communication, and the ability to navigate a fast-paced environment. But empathy is what truly connects and motivates people.
"Seeing a guest’s face light up from something we’ve arranged, or simply from being understood and cared for, is incredibly fulfilling" (Burak Ipekci)
If you could give advice to Concierge new to this profession, what would it be?
Don’t just choose a job, choose a boss. A strong, supportive Head Concierge can shape your entire career. Their guidance, values and leadership style will influence, not only your skills, but also your passion for the profession.
What is the most rewarding thing about being a Concierge?
It may sound like a cliché, but the most rewarding part is the instant gratification. Seeing a guest’s face light up from something we’ve arranged, or simply from being understood and cared for, is incredibly fulfilling. That genuine smile is priceless.
Les Clefs d’Or’s motto is ‘service through friendship’; how important is collaboration with colleagues across the industry to you?
No matter how experienced or well-connected we become, none of us can thrive in this profession alone. The support, collaboration, and friendships within our community, both locally and globally, are essential to maintaining the level of excellence our guests expect. Truly, no one succeeds in isolation.
Do you have any hidden talents?
They’re hidden for a reason! Let’s just say I like to keep a little mystery in the mix.
