Riyas reveals how his true passion for the hospitality business has led to his award-winning success as a Head Concierge.
Can you tell us about the career path which led to where you are today?
After graduating in Hospitality and Travel Management from LSC with a MBA, I began my career at The Britannia International Hotel. Over 6 years I gained a wealth of experience across all departments like Finance and Front of House. While working with the Concierge team, I discovered my true passion—and I’ve never looked back. I’ve since had the privilege of working as Concierge Manager at some of London’s most prestigious hotels including The Doyle Collection, Hilton Hotels and Como Hotels. Today, as Head Concierge at The Mayfair Townhouse, I lead an incredibly talented team dedicated to crafting unique and unforgettable experiences for our guests.
Are there any specific mentors you’ve looked to for guidance, and how have they helped you on your journey?
I’ve always had the privilege of working closely with inspiring Head Concierges like Amar Brahmbhatt and Nouri Boudjana at The Britannia International, Rahim Ismail at The Savoy and Oscar Fernandez at the Como. These great friends have shared their wisdom and strategies, helping me develop highly motivated teams and instilling in me the importance of mentorship and collaboration.
What has been the highlight of your career so far?
Winning Manager of the Year at The Mayfair Townhouse this month, an honor from both my team and senior leadership, is incredibly rewarding and reaffirms the efforts I put in every day. However, my proudest achievement to date remains winning the Best Young Concierge Award in 2015 in Great Britain and representing the British section at the International Concierge Congress in Dubai.
Dealing with guests cannot always be easy; what’s your approach to winning over difficult guests?
My approach to winning over challenging guests starts with empathy and active listening. Every guest comes to us with a unique story and expectations, and I make it my mission to truly understand their perspective. By remaining calm, approachable, and solution focused, I aim to turn their frustration to trust. At The Mayfair Townhouse, we pride ourselves on crafting personalized, memorable experiences - so for me, the challenge of a difficult situation is really an opportunity to create a remarkable turnaround. Often, it’s those moments that result in the most loyal guests and lasting connections.
What personal sacrifices have you had to make to become so successful in this field?
Success in hospitality requires dedication, often at the cost of personal time and missed family moments, especially during holidays. Yet, the joy of exceeding guests' expectations makes it all worthwhile. I’ve learned to value balance, cherishing time with my family, who remain my anchor and motivation.
What attributes do you think you possess that make you a successful Head Concierge?
To be a good Head Concierge, one needs exceptional interpersonal skills, empathy, and the ability to anticipate guests’ needs before they arise. Strong problem-solving abilities, discretion, and a deep knowledge of local offerings are essential. Above all, it takes a genuine passion for service, a calm demeanor under pressure, and the ability to inspire a team to consistently deliver memorable experiences.
If you could give advice to Concierge new to this profession, what would it be?
My advice to a new concierge is to embrace curiosity and always strive to learn—about your guests, your city, and the world around you. Listen more than you speak, as understanding a guest’s needs is key to exceeding their expectations. Build strong relationships with local businesses, as they are invaluable partners in creating exceptional experiences. Finally, approach every interaction with genuine passion and a smile—hospitality is about making people feel seen, valued, and cared for.
"To be a good Head Concierge, one needs exceptional interpersonal skills, empathy, and the ability to anticipate guests’ needs before they arise."
What is the most rewarding thing about being a Concierge?
The most rewarding part of being a Concierge is the opportunity to create unforgettable moments for guests. Whether it’s securing a sold-out ticket, arranging a once-in-a-lifetime experience, or simply offering thoughtful service, the joy and gratitude on a guest’s face are truly priceless. Knowing I’ve played a part in turning their stay into a cherished memory is what makes this role so fulfilling.
Les Clefs d’Or’s motto is ‘service through friendship’; how important is collaboration with colleagues across the industry to you?
Collaboration is the heart of Les Clefs d’Or’s ‘service through friendship’. Working as a family with fellow concierges and industry partners allows us to share knowledge, support one another, and deliver exceptional experiences. Together, we ensure that every guest feels cared for, no matter where they are in the world."
Do you have any hidden talents?
My hidden talent is the ability to turn brief encounters into lifelong friendships. In this profession, connecting with people quickly and genuinely is essential, and I take pride in leaving a lasting, positive impression that often turns guests and colleagues into friends for life.