Sahil reveals how, despite his ability to forget little everyday tasks, his near-photographic memory serves him well when it comes to being a Head Concierge.
Can you tell us about the career path which led to where you are today?
My journey in hospitality began with a six-month work experience at the Britannia International Hotel in London’s Canary Wharf, where I was introduced to the world of Concierge. This experience ignited a passion for the industry. After nearly two years, I moved to the Hyatt Regency London – The Churchill, where I spent five rewarding years and became a proud member of the Society of the Golden Keys in 2018. I then took on the position of Assistant Head Concierge at The Cavendish London before transitioning to the same role at The Berkeley. Currently, I am the Head Concierge at the newly-opened Park Hyatt London River Thames, where I leverage my experience to create 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 had the privilege of working with many inspiring mentors throughout my career. Amar Brahmbhatt recognized my potential as a passionate young adult and gave me my first opportunity as a Concierge. I've learned from numerous mentors, both on the job and through networking with fellow Society members. I’m truly grateful for the many colleagues and mentors who have inspired me on my journey.
What has been the highlight of your career so far?
Choosing just one highlight is difficult. Winning the Young Concierge of the Year award in 2022 was an incredible honor and more recently, being elected as Membership Secretary of the Society by my peers was truly humbling.
Dealing with guests cannot always be easy; what’s your approach to winning over difficult guests?
I don’t see guests as ‘difficult’; they often just want things done their way, and it’s my job to meet or exceed those expectations. I approach each guest with patience and empathy, taking the time to understand their unique needs and frustrations. By acknowledging their concerns and offering tailored solutions, I can often turn challenging situations into positive experiences, building trust and rapport along the way.
What personal sacrifices have you had to make to become so successful in this field?
I wouldn’t call working long hours or weekends a sacrifice because I genuinely love my job. Thanks to the organizational skills I learned from mentors like Joe Fox and Richard Jenkins, I’ve managed to balance work with personal life and haven’t missed any of my daughters’ birthdays or key matches of the Indian cricket team, which I’m a big fan of.
What attributes do you think you possess that make you a successful Head Concierge?
Leadership and mentorship are crucial, as guiding and supporting the team is key to delivering a seamless guest experience. Relationship-building across the industry is also essential, as it opens up unique opportunities and services that we can offer our guests.
"There’s nothing quite like the satisfaction of securing a reservation at a fully booked restaurant or obtaining hard-to-get event tickets for a guest."
If you could give advice to Concierge new to this profession, what would it be?
Be curious and proactive in learning as much as possible. Never guess when giving information as accuracy is essential. It is better to double-check than give out unreliable advice. Honesty with guests and integrity in your role go a long way in building trust and credibility.
What is the most rewarding thing about being a Concierge?
There’s nothing quite like the satisfaction of securing a reservation at a fully booked restaurant or obtaining hard-to-get event tickets for a guest. The sense of pride that comes from accomplishing these tasks with my team is immensely motivating.
Les Clefs d’Or’s motto is ‘service through friendship’; how important is collaboration with colleagues across the industry to you?
Being part of Les Clefs d’Or gives me access to a network of trusted colleagues who are always ready to help. If I’m unfamiliar with a particular area or need support in a different city, I can rely on fellow members to help me fulfill guest requests.
Do you have any hidden talents?
I have this funny habit of forgetting small things—like my wallet & house keys or returning my master key after the shift. But when it comes to work details, I have a near-photographic memory. I can remember restaurants and venues I come across during my research walks, or details about exhibitions and events from advertisements on the tube and social media.