From his early days as a luggage porter to being at the helm of the Concierge team at the Hotel Café Royal for more than 10 years, this Service Through Friendship Award winner tells all...
Can you tell us about the career path which led to where you are today?
Where to begin? Like many other Concierge, I started my career as a luggage porter in a four-star hotel. Step by step, I worked my way up to become Head Concierge. Later, I had the opportunity to move to a five-star hotel — Hotel Café Royal — where I joined the Concierge team. I gradually climbed the ranks and was appointed Head Concierge in 2014. I have proudly led the team at Hotel Café Royal ever since.
Are there any specific mentors you’ve looked to for guidance, and how have they helped you on your journey?
My first mentor was Tony Rossi, my former Head Concierge, whom I still call "Boss" to this day. I started as a Meetings and Events Coordinator at Crowne Plaza, and after just two months, he brought me into the Concierge Department, setting me on my path toward becoming a Head Concierge.
My second mentor is Chris Down, now the Hotel Manager at The Connaught. He played a key role in helping me grow and excel in my early years as a Head Concierge.
Finally, Marie-Charlotte Gauter continues to guide me, ensuring I maintain the highest standards while keeping my feet firmly on the ground. 😊
"At the end of the day, our guests are the reason we do what we do."
What has been the highlight of your career so far?
I have the privilege of leading the prestigious Hotel Café Royal with the support of my superiors and my dedicated Concierge team. Additionally, I have helped many former colleagues advance in their careers, with several going on to become Head Concierges at major properties across London.
Dealing with guests cannot always be easy; what’s your approach to winning over difficult guests?
The key to winning over a difficult guest is listening. We must allow them to express themselves fully, ensuring they feel heard and understood. Our role is to listen, empathise, and work towards finding a solution that not only resolves their issue, but exceeds their expectations. At the end of the day, our guests are the reason we do what we do.
What personal sacrifices have you had to make to become so successful in this field?
The greatest personal sacrifice Concierge make is time away from family — our spouses, partners, and children. A huge shoutout to the families of Concierge for their patience, understanding, and support through the years.
What attributes do you think you possess that make you a successful Head Concierge?
For me, the key attributes of a great Head Concierge are:
Being a team player – Success in this role is never about one person; it's about the team.
Having a strong sixth sense – Anticipating guests’ needs before they even ask is a game-changer.
Understanding both guests and colleagues – A great Concierge must connect with people on every level, from guests to hotel staff and external partners.
If you could give advice to Concierge new to this profession, what would it be?
My best advice for new concierges is simple: listen, learn, and absorb everything from experienced colleagues. Pay attention to what they say and do, and then adapt and apply that knowledge in your own way.
What is the most rewarding thing about being a Concierge?
The most rewarding aspect of being a Concierge and a Golden Keys member is the respect you receive from hotel guests, management, and fellow professionals. It’s also incredibly fulfilling to attend Concierge events around the world, where we connect, share experiences, and continue learning from one another.
Les Clefs d’Or’s motto is ‘service through friendship’; how important is collaboration with colleagues across the industry to you?
Our client base has become increasingly diverse, and their requests are now truly global. Guests no longer seek assistance solely in London or the UK—they may ask us to:
Book a table in Paris or New York
Secure Formula 1 tickets in Abu Dhabi or Miami
Obtain Champions League tickets in Germany or Spain
This is where our international network of Golden Keys peers becomes invaluable, allowing us to turn the impossible into reality.
Do you have any hidden talents?
My family introduced me to martial arts at the age of 8, and I trained until I was 19. It was meant to help me relax and channel my energy through fighting. While it may not have worked entirely as intended, it certainly helped me build confidence!
I'm also a huge UFC fan and have attended every UFC and Cage Warriors event in the UK.