Union Internationale des Concierges d'Hôtels


Les Clefs d’Or Japan ”KeyNews” vol. 27


Please click here to view the newsletter in PDF format.

Les Clefs d’Or Luxembourg presents: Concierge

The  third edition of the book, CONCIERGE, is full of good addresses and recommendations  from the Les Clefs d’Or concierges in Luxembourg.  Available all concierge desks or on www.lesclefsdorlux.com

La troisieme edition du livre CONCIERGE (pour AGEFI)

An interview with Riyas Kallan

An interview with Riyas Kallan, Assistant Head Concierge at the Marylebone Hotel, London.

Riyas is the Society’s Andre Damonte Award Winner 2015 and will go to compete in the Ango Pongco competition in the 63rd UICH International Congress held in Dubai, UAE in April 2016.

RiyasPhoto credit: Chloe Campbell of Crewe-Read Photography

1) Riyas, tell us which hotel you currently work at and how long you have worked there?
The Marylebone Hotel. One and half years.

2) How long have you been in the concierge profession and a member of the Society of the Golden Keys Great Britain and the Commonwealth?
I became a Concierge in 2007, and then a Les Clefs d’Or member in May 2015.

3) What made you choose this career?
Even at a very young age, I loved creating memorable experiences for others. Every day has its own challenges and experiences, and I find meeting different people from all around the world and experiencing foreign cultures stimulating and exciting. I graduated in Travel and Tourism Management in 2002. I was fortunate enough to enhance my career by doing MBA in London and starting my hospitality career as a Hotel Concierge.

4) How does it feel to be a member of the Society of the Golden Keys Great Britain and Commonwealth?
I am thrilled to be part of nearly 4000 elite Concierge friends from around the world. This profession has a very long history internationally, and it is an honor beyond words to become a part of it – all while representing both Les Clefs d’Or Great Britain and The Marylebone Hotel!

5) What is the most interesting thing about living in London?
You feel really smug when you go back home or abroad and tell your friends about London life!! All the finest artists, music performers, sports personalities and top chefs in the World all want to perform here. This is sheer delight for any concierge!

6) What would be your recommendation to see and do in London for a first time visitor?
From all the famous sights that you’ve heard about for years (Big Ben, Buckingham Palace, etc) to the must-do activities like high tea, shopping at Oxford Street and theatre shows, there’s just an overabundance of things to see and do! The Thames flows through Central London and provides a stunning backdrop to many of the city’s top tourist attractions. River bus services are a great way of beating the traffic and enjoying fantastic views !!

7) What are the key ingredients to becoming a good concierge?
The person must have confidence and be well spoken. They need to be passionate and self-motivated. Interpersonal skills must be a natural characteristic and they must be able to make people feel comfortable, knowing they are in good hands.

8) What made you apply for the Andre Damonte sponsored place?
‘I am so excited about great privilege of representing Great Britain at the next Annual ‘The 63rd UICH Les Clefs d’Or World Congress Dubai’ and compete for the international Andy Pongco concierge award. I’m so honored’’- I believe in what Andy Pongco stood for, we need to keep our profession alive, healthy and progressive and encourage the youth of today as they will be tomorrow’s elite!

9) With the 63rd International congress in Dubai approaching in April 2016, how are you going to prepare for the challenges ahead of the Andy Pongo competition?
Promote yourself, your hotel and Great Britain and the Commonwealth sector.
Learning more about the history of the concierges and the other sections is important. I will be trying to stay connected with other concierges worldwide as much as I can, before I go to the International Congress .It can be challenging juggling the time between my work duties, completing the exams for the award and family time. I am also actively involving in different charity work therefore structure and planning is the key.
I am very much looking forward to walking with the senior committee members through this process.

Good luck to Riyas in the 63rd UICH International Congress!

Riyas & Antony

Photo credit: Chloe Campbell of Crewe-Read Photography

Hotel Cateys 2015

Congratulations to Alixandra Mellor, Assistant Head Concierge at the Charlotte Street Hotel, London for winning the Concierge of the year award at the Hotel Cateys 2015. The awards was held at the Park Plaza Westminster Bridge on Friday 27th November 2015. Well done Alixandra!

Alixandra Mellor

Photo Credit: Alixandra Mellor

Well Done to all the concierges who were shortlisted for this award. The shortlisted is as follows:

Concierge Award – sponsored by Keys Concierge UK

  • Anton Coburn, Rockliffe Hall, Darlington, County Durham
  • Alixandra Mellor, Charlotte Street hotel, London (Winner)
  • Gavin Stirling, the Roxburghe hotel, Edinburgh
  • William Thomson, Macdonald Randolph, Oxford
Alixandra Mellor & Award

Photo Credit: Caterer.com Facebook page

UK’s Top Hotel Concierges Recognised at the 10th Annual MVP Golden Keys Concierge Awards

The UK’s top hotel concierges were recognised at the 10th annual MVP Golden Keys Concierge
Awards, held on 29th October 2015 at a magnificent gala at the St Pancras Renaissance London Hotel.
Morris Visitor Publications (MVP) in Europe, the leading publisher for the domestic and international leisure and corporate traveller markets, and The Society of The Golden Keys of Great Britain and the Commonwealth stage the event that celebrates success among the organisation’s 330 UK members.
Winners were presented with a unique glass trophy, exclusively created for the event by Peter Layton at London Glassblowing.

The Awards’ nominees and winners were:
Shortlisted Nominees
Ray Nixon Aviator Hotel, Farnborough
Stuart Massie The Sheraton Grand Hotel & Spa, Edinburgh
Sponsored by The Society of the Golden Keys of Great Britain and the Commonwealth
Stuart Massie The Sheraton Grand Hotel & Spa, Edinburgh

Concierge of the Year London Nominees
-Andy Roberts, Millennium Hotel, Knightsbridge
-Burak Ipekci, South Place Hotel
-Christophe Caron, Rosewood London
-Gavin Tangen, London Marriot Hotel, Park Lane
-Geoff Wood, Royal Automobile Club
-Harry Deasy, The Dorchester Hotel
-Karim Bernichi, Cafe Royal Hotel
-Maroun Kahil, Doubletree by Hilton London, Marble Arch
-David Young, Browns Hotel
-Mustapha El Omari, Montague on the Gardens
-Tony O’Sullivan, Amba Hotel Charing Cross
Shortlisted Nominees
Burak Ipekci South Place Hotel
Christophe Caron Rosewood London
David Young Brown’s Hotel
Sponsored by Warner Bros. Studio Tour London
David Young Brown’s Hotel

Riyas Kallan The Marylebone Hotel
Sponsored by The Society of the Golden Keys of Great Britain and the Commonwealth

Shortlisted Nominees
Alixandra Mellor, Charlotte Street Hotel
Madeleine Calon, St James’s Hotel & Club
Madeleine Calon St James’s Hotel & Club
Sponsored by Big Bus Company

Gerry Defilippis Retired Member of The Society of the Golden Keys of Great
Britain and the Commonwealth
Sponsored by Bicester Village


Photo from left to right winners, sponsors and the president of the Society of the Golden Keys Great Britain and the Commonwealth:  Riyas Kallan, The Marylebone Hotel; Bernice Windley, Big Bus London; Madeleine Calon, St James’s Hotel & Club; David Young, Brown’s Hotel; Antony Lynch, Gerry Defilippis, Sophie Havard-Williams, Warner Bros. Studio Tour London; Stuart Massie, The Sheraton Grand Hotel & Spa, Edinburgh; Mark Elliott, MVP; Svetlana Dimakova, Bicester Village.

Photography by

Chloe Campbell
Crewe-Read Photography

Les Clefs d’Or Brésil Annual General Meeting 2015 – Rio Grande do Sul

Les Clefs d´Or Brésil, welcome the new international members nominated during our 7th Annual General Meeting that took place in Rio Grande do Sul this year, in Gramado and Bento Gonçalves cities. The event happened in October 6th, for the first time in the South of the country. The ceremony was at Casa da Montanha Hotel, after two intense days of cultural and educational program in the romantic, charming and chilling Serra Gaúcha.


The nominees received the Golden Keys, the symbol that represents a International Les Clefs d’Or Member. During the Educational program we had a round table discussion that was before the ceremony, Mr. Rogério Poloni, Conventions & Visitors Bureau President of Hortências Region e CEO of Poloni e Ludwig Human Resources Management, spotted the importance of the conciergerie service as a differential for the clients in the moment of deciding which hotel to pick for their stay.  The Physciqui , professor and coordenator of the Castelli Hotel Businees School, Mrs. Roberta Ruppenthal, pointed the attention to the details reserved to each client, clear for the concierges, that uses the five moments of the stay and its five senses to understand the clients and get to the excellence of it attending to a guess and making his wishes and dreams come true.

Mesa Redonda

Now part of our international team of the new concierges are Cassiano Stahl, Serra Azul Hotel, Gramado; Alberto Divan, Windsor Atlantica Hotel, Rio de Janeiro; Sebastian Hedjan, Boutique Hotel Casas Brancas in Búzios; Deivisson Bento, of Pestana Curitiba Hotel, in Curitiba and Fabio Volk, from Il Campanário Resort, in Jurerê Internacional, Florianópolis.


During our National Congress the beauty of Serra Gaúcha was presented to concierges from Brazil as Rio de Janeiro, São Paulo, Paraná, Santa Catarina and Minas Gerais.  Brocker Tourism Tours, our partner for the congress, organized tours to the Caminho de Pedras de Bento Gonçalves that brought us the contact with the colonization and local culture, we also visited the winery Miolo and one of the most famous hotel in the region and the first one of the JW Autograph Collections in Brasil, Spa do Vinho. In the second day the group visited the attractions of Gramado and Canela cities, with the Caracol waterfall. The assembly was in the afernoon after an amazing lunch at La Caceria inside of Casa da Montanha Hotel, followed with a lecture “All About Chocolate”, given for the chocolatier Juliana Ustra.

Novos membros

At the end of the event, the concierge Madison Saldanha, from Villa Bella Hotel, in Gramado was nomenated the new Les Clefs d´Or Brésil director of the South region. “Each detail of the organization of our AGM 2015 was done for the development and growth of our association. That every concierge return to your guests full of energy, hospitality and more and more passion for our country and our noble metier – Concierge”, very happy and honored of the nomination. His Hotel is also proud of it and also us from the Board of Directors to have such an important person to develop what we say every days.

Novos membros 2

The Annual General Meeting of 2015 was finished with dinners all around the city at Capo Cantina, Divino’s, Malbec and Coloseo Restaurants.

Our message: Be a concierge at all times with passion and love and your clients will be extremely happy with everything that will be delivered. Pay attention to the details and scan your clients with your five senses to be sure that all the things you are doing will be right and appropriated for them. And you have 5 moments to do that interaction during the stay, so don’t loose them.

Always in service through friendship!

Luís César Rodrigues

Les Clefs d’Or Japan Key News

2015ACkeynews-page-001 201510keynews-page-001

MVP Golden Keys Concierge Awards 2015

Save the Date!

The eagerly awaited 10th Annual MVP Golden Keys Concierge Awards 2015 will be held at the St. Pancras Renaissance Hotel on Thursday 29th October 2015 from 6:30pm to 10:30pm. Look out for your invite!

The nominees for the 2015 awards are as follows:

Concierge of the Year London Nominees

  • Andy Roberts, Millennium Hotel, Knightsbridge
  • Burak Ipekci, South Place Hotel
  • Christophe Caron, Rosewood London
  • Gavin Tangen, London Marriot Hotel, Park Lane
  • Geoff Wood, Royal Automobile Club
  • Harry Deasy, The Dorchester Hotel
  • Karim Bernichi, Cafe Royal Hotel
  • Maroun Kahil, Doubletree by Hilton London, Marble Arch
  • David Young, Browns Hotel
  • Mustapha El Omari, Montague on the Gardens
  • Tony O’Sullivan, Amba Hotel Charing Cross

Concierge of the Year Regional Nominees

  • Ray Nixon, Aviator Hotel, Farnborough
  • Stuart Massie, Sheraton Grand Hotel and Spa, Edinburgh

Good luck to all the nominees!


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