Meet Silvio Forino, Head Concierge at Park Hyatt London River Thames
- lisahylton2
- 5 hours ago
- 4 min read
Read how 2025 has been a highlight in Silvio’s career — from his promotion to Head Concierge to winning Young Concierge of the Year!
Can you tell us about the career path which led to where you are today?
I began my career in hospitality in 2015 at The London Edition Hotel beginning as a door host and luggage porter, then transitioned to a night receptionist for a few months before moving to day reception. I started my journey in Concierge at The Crowne Plaza London Kensington where I worked for nearly two years before being made redundant due to COVID-19. I later had the opportunity to return to the Concierge desk at The Franklin Hotel, where I worked for about a year-and-a-half before moving to The Berkeley Hotel as a Concierge for two years. In August 2024, I stepped into my first management role for the pre-opening of Park Hyatt London River Thames as Assistant Head Concierge. We officially opened the hotel in October 2024. In February 2025, I took over the position of Head Concierge, which I have held ever since.
Are there any specific mentors you’ve looked to for guidance, and how have they helped you on your journey?
Throughout my journey, I’ve been incredibly lucky to have the support of inspiring colleagues and mentors. Two people who have been a key part of my growth are Simone Caretti, Head Concierge at The BoTree Hotel, and Sahil Suri, Head Concierge at Jumeirah Carlton Tower. As my Golden Keys proposers and now close friends, they’ve guided me from my very first role all the way to joining Les Clefs d’Or, stepping into the management role and ultimately winning the Young Concierge of The Year award for 2025. I am also extremely grateful to have worked with Toni Rossi, my first Head Concierge at Crowne Plaza London Kensington, and Miko Selcuk, Head Concierge at The Franklin Hotel. Each of them, in their own way and at different stages of my career, helped shape my professional path and deepened my love for this incredible profession.
What has been the highlight of your career so far?
It’s really hard for me to choose between winning The Young Concierge of the Year Award and becoming Head Concierge at Park Hyatt London River Thames. Both moments brought me incredible joy that I will never forget.
Dealing with guests cannot always be easy; what’s your approach to winning over difficult guests?
I always try to put myself in the guest’s shoes. It’s important to fully listen to the guest’s concern with empathy and care, ensuring to understand the situation and ask questions if anything is unclear. It’s also essential to keep the guest updated throughout the entire process.
What personal sacrifices have you had to make to become so successful in this field?
To be honest, I haven’t made any sacrifices to be where I am today. Being a Concierge brings me genuine joy, and I consider myself lucky to do a profession I truly love. What I can take pride in is the hard work and dedication I consistently put into everything I do.
What attributes do you think you possess that make you a successful Head Concierge?
First and foremost, you need to care about the growth and wellbeing of your team. It is important to be a good listener, mentor and praise the team for their successes.
"Being a Concierge brings me genuine joy, and I consider myself lucky to do a profession I truly love" (Silvio Forino)
If you could give advice to Concierge new to this profession, what would it be?
My strong advice is to always stay curious. In a profession like ours, we never stop learning. Explore the city in your free time, read as much as you can, and absorb knowledge from those around you. If you experience failure, learn from it, and never let it bring you down.
What is the most rewarding thing about being a Concierge?
Seeing a smile on a guest’s face because of a recommendation we made, or turning their stay into a magical experience through something we arranged - those are the moments that define our work. Creating a memory that the guest will cherish forever, I would say that is our true reward.
Les Clefs d’Or’s motto is ‘service through friendship’; how important is collaboration with colleagues across the industry to you?
Collaboration with fellow colleagues is a crucial part of our profession. It allows us to grow not only as Concierges but also as individuals. Our motto is more than just words, it’s a lifestyle we live by. We build connections and friendships that ultimately help us bring joy to our guests. I would say we are all one big team, working together towards a common goal: guest happiness.
Do you have any hidden talents?
Never missing a game of AC Milan :)
