Meet Marco Piras, Assistant Head Concierge at The BoTree
- lisahylton2
- 2 days ago
- 4 min read
After being introduced to the hospitality industry by his brother, Marco Piras' career has gone from strength to strength - and he is loving every minute!
Can you tell us about the career path which led to where you are today?
I began my career as a luggage porter in Sardinia, right after completing my studies, working at a four-star seaside resort. After spending four summers there, I moved to London and gained experience at several prestigious hotels, including The Cavendish and Bulgari. I then joined the Concierge team at Brown’s Hotel, before returning to Bulgari.
In 2023, I took on a new challenge by joining the pre-opening team at The BoTree as Assistant Head Concierge. It was also at The BoTree that I proudly became a member of The Society of the Golden Keys and attended my first congress in Madrid —an unforgettable milestone filled with great memories.
Are there any specific mentors you’ve looked to for guidance, and how have they helped you on your journey?
Certainly, my first mentor was my brother, Fabrizio, who was also a Golden Keys Concierge. He was the one who introduced me to the hospitality industry and guided me through the ropes of this incredible and exciting world of creating memorable experiences. While in London, I had the great pleasure of working with David Young at Brown’s Hotel. His impeccable manners and outstanding customer service left a lasting impression on me, and to this day, I owe him a great deal for where I am in my career. Last but not least, a special mention goes to Simone Caretti, whom I first met at a resort in Sardinia nearly 15 years ago. He has become like a brother to me, a travel companion and most importantly, a key influence in my professional growth. I truly look forward to many more adventures together.
What has been the highlight of your career so far?
Becoming a member of the Society has always been at the back of my mind, and achieving it was a great personal satisfaction. Another proud moment was being shortlisted for Concierge of the Year, it was a true honour to be recognised among such highly respected professionals, and it gave me even more motivation to continue growing and striving for excellence.
Dealing with guests cannot always be easy; what’s your approach to winning over ‘difficult’ guests?
The first key is to sympathise with the guest and be empathetic, which I consider a key word in this industry. I always approach the guest in a friendly way and I let them know we are here for them and they can trust us just as they would a friend.
What personal sacrifices have you had to make to become successful in this field?
Aside from being away from my family, I don’t feel I’ve made any sacrifices because I truly love my job. It’s a profession where you never stop learning, constantly meet new people, and have the chance to be part of unforgettable experiences.
"In our profession, we often say that when a hotel hires a Concierge, it’s like recruiting an entire army, thanks to the incredible global network we’re part of." (Marco Piras)
What attributes does one need to be a good Head Concierge?
In addition to leading by example and demonstrating strong professionalism, you must be someone who enjoys challenges and can adapt to any situation. Having a "can-do attitude" is also essential, it's the first key to achieving great goals.
If you could give advice to a Concierge new to this profession, what would it be?
For anyone entering this profession, I would recommend staying curious, being driven by passion, and always wearing your best smile — because it can make a huge difference, both in your personal growth and in how you connect with guests each day.
What is the most rewarding thing about being a Concierge?
For me personally, there’s nothing more rewarding than having a guest return to the hotel and ask for you, not just because they enjoyed their stay, but because they trust the Concierge team and feel truly cared for. That sense of connection and appreciation is incredibly fulfilling. Creating memorable experiences for our guests is what drives me and motivates me the most.
Les Clefs d’Or’s motto is ‘service through friendship’; how important is collaboration with colleagues across the industry to you?
I consider the motto a true pillar of our society. I recall creating a memorable experience for a guest who was traveling from London to Lisbon by reaching out to a Concierge there, who kindly arranged for an amenity to be delivered on our behalf. This motto is something I live by every day, even outside of work, because I genuinely love helping people — and that’s exactly why I love my job. In our profession, we often say that when a hotel hires a Concierge, it’s like recruiting an entire army, thanks to the incredible global network we’re part of.
Do you have any hidden talents you can share with us?
I love to create travel itineraries that is why I am always looking forward to buy the next flight ticket. Lately, I have also been doing this for friends because as previously mentioned, 'service through friendship' has become a life motto.
