Meet Matteo Delrio, Head Concierge at the NoMad London hotel

From his early days as a kitchen porter in Sardinia to his current position in London, Matteo reveals how he loves his job so much that he (literally) runs to work!

Can you tell us about the career path which led to where you are today?

My journey in hospitality began in Sardinia in 2006 as a kitchen porter. I later joined Cala di Volpe as an outdoor public area cleaner, where I first encountered the Concierge team, a moment that sparked my curiosity. In 2009, I joined them as a night porter during the summer season. In 2013, I moved to London and, after a brief return to kitchen work, joined The Landmark London as a night porter (thanks to Keith, who saw something in me). From there, I fell in love with the Concierge role and steadily worked my way up to Head Concierge. 

Are there any specific mentors you’ve looked to for guidance, and how have they helped you on your journey? 

I’ve been fortunate to work under several inspiring Head Concierges who each left a lasting impression and guided me in different ways. I’m especially grateful to Salvatore Bartolone, who gave me my very first role behind the desk as a night Concierge, and Alixandra Mellor, who was Head Concierge during my time at the Charlotte Street Hotel. I spent seven years working with her, and under her guidance, I not only became a member of Les Clefs d’Or GB but also succeeded her in my first role as Head Concierge. 

NoMad London in Covent Garden

What has been the highlight of your career so far? 

There have been few memorable moments, but the one that truly stands out is becoming a member of Les Clefs d’Or. Joining the GB section was both a proud milestone and a deeply meaningful recognition of the journey I’ve taken in what it is more than just a job.  

Dealing with guests cannot always be easy; what’s your approach to winning over difficult guests?

Empathy is my go-to tool. I believe that truly listening, being patient, and showing genuine kindness can help defuse most situations. Often, people just want to be heard and once they are, things shift. 

What personal sacrifices have you had to make to become so successful in this field? 

Leaving my home in Sardinia was a significant personal sacrifice. It meant stepping into the unknown, away from family and friends. But it’s also one of the decisions I’m most proud of. 

What attributes do you think you possess that make you a successful Head Concierge? 

Approachability, curiosity, empathy, and an open mind are essential. You can never stop learning: new restaurants, cultural events, or how to better support their team and the hotel, there is always something out there we can all learn.  

"I believe that truly listening, being patient and showing genuine kindness can help defuse most situations." (Matteo Delrio)

If you could give advice to Concierge new to this profession, what would it be? 

Stay curious! Curiosity will open doors and conversations. Ask questions, build relationships, and interact with as many people as possible. And read (books, articles, news) to keep your mind sharp and informed. The more you know, the better you’ll serve. 

What is the most rewarding thing about being a Concierge? 

It’s all about making memories and not just for our guests, but for our colleagues too. The bonds you build with people can become lifelong friendship. There’s something magical about being part of someone’s special moments and helping to create joy. 

Les Clefs d’Or’s motto is ‘service through friendship’; how important is collaboration with colleagues across the industry to you?  

It’s fundamental. Collaboration can turn the impossible into reality. But it’s not just about asking for help. It’s also about being ready to give, support, and share your own knowledge and network. That’s where the real strength of our community lies. 

Do you have any hidden talents?

I’ve developed a love for endurance sports and have completed a few marathons and triathlons. I often run to work in the mornings; it clears my head and sets a positive tone for the day. It’s become a bit of a ritual and a reminder of how far I’ve come, both literally and figuratively.