Meet Oscar Fernandez, Head Concierge at COMO Metropolitan London
- lisahylton2
- 1 day ago
- 3 min read
From Night Porter to Head Concierge, Oscar Fernandez shares the mentors, moments and mindset that shaped his hospitality journey and leadership.
Can you tell us about the career path which led to where you are today?
My career in hospitality began in 2007 as a Night Luggage Porter, drawn by a passion for service and connecting with people. I worked my way up through night and day Concierge roles, constantly building my knowledge and skills. Over time, I began mentoring new team members and became a Senior Concierge. In 2015, with the support of two incredible sponsors, I proudly earned my Les Clefs d’Or keys. Shortly after, I became Head Concierge at one of London’s top hotels. Although I was made redundant during the pandemic, I returned to the industry as Head Concierge at COMO Metropolitan London, where I continue to lead with dedication and passion.
Are there any specific mentors you’ve looked to for guidance, and how have they helped you on your journey?
Yes, I’ve been fortunate to have some incredible mentors throughout my career. My first Head Concierge, Corrado Bogni, gave me the opportunity to enter the world of Concierge, and his guidance was instrumental in my early development. I was also lucky to be proposed for Les Clefs d'Or by Robert De Cozar and Eiji Tanaka, both of whom set a high standard of professionalism and service. After becoming a Golden Keys member, I’ve continued to receive support and inspiration from committee members like Madeline Calon, Toru Machida, Simon Thomas, and Paul Whittle — all of whom have played a part in shaping my journey.
What has been the highlight of your career so far?
The highlight of my career has been mentoring and coaching the next generation of Concierge professionals. Seeing team members grow in confidence, skill, and passion — and knowing I’ve played a part in their success — has been incredibly rewarding.
Dealing with guests cannot always be easy; what’s your approach to winning over difficult guests?
One of the best pieces of advice I was ever given was the concept of “killing with kindness.” I’ve found that empathy, patience and genuine care are the most effective tools in turning a negative experience into a positive, and often even memorable, one. Difficult moments are opportunities to build trust — and often, those guests become your most loyal supporters.
What personal sacrifices have you had to make to become so successful in this field?
Success in this field requires full dedication. I’ve learned to be flexible with my personal life in order to fully commit to the demands of the role. I’ve also invested a lot of time outside of work attending events, exploring the city, and building my network — all to enhance my knowledge and better serve our guests.
What attributes do you think you possess that make you a successful Head Concierge?
A good Head Concierge needs the ability to switch seamlessly between supporting the team and attending to guests’ needs. Being a good listener is essential — both for understanding guests and guiding your team. Most importantly, sharing your knowledge generously helps build trust, confidence, and consistent excellence across the entire service experience.
If you could give advice to Concierge new to this profession, what would it be?
Enjoy every guest interaction — each one is a chance to learn and make a lasting impression. Take every opportunity to attend events, explore the city, and build your network. The more you experience, the more confident and knowledgeable you’ll become.
"A good Head Concierge needs the ability to switch seamlessly between supporting the team and attending to guests’ needs" (Oscar Fernandez)
What is the most rewarding thing about being a Concierge?
The most rewarding part of being a Concierge is having the opportunity to experience and share the finest products and services London has to offer, while creating memorable moments for our guests.
Les Clefs d’Or’s motto is ‘service through friendship’; how important is collaboration with colleagues across the industry to you?
Collaboration is vital in our profession. Since becoming a Golden Key member, I’ve attended international congresses where I’ve built strong connections with fellow members worldwide. These relationships allow us to share knowledge and resources, ultimately enhancing the guest experience on a global scale.
Do you have any hidden talents?
I’ve found that I naturally connect with difficult guests, often becoming their main point of contact because of my calm and approachable manner. I also have a strong memory, which helps me remember guests’ preferences and details that make their experience truly personal.