Originally headed for a job in the sports industry, an unexpected call to cover a shift with a security firm at the Bvlgari Hotel changed Valentin's career path forever...
Can you tell us about the career path which led to where you are today?
I always thought I’d be working in the sports industry, as I've always been passionate about it, and my university studies are in the same field. However, about 11 years ago, I was working part-time as a security officer for an events security company when I received an unexpected call to cover a shift at the Bvlgari Hotel in London.
That was when I fell in love with hospitality. One shift turned into over a decade, during which I discovered a passion and career path I had never considered before. I transitioned from security to bellman, then to night Concierge, day Concierge, and senior Concierge, before eventually joining The London EDITION as Assistant Head Concierge. It’s been an incredible journey, and I’m grateful for every step along the way.
Are there any specific mentors you’ve looked to for guidance, and how have they helped you on your journey?
I don’t believe any Concierge could succeed without the help and guidance of others. The most influential Concierge in my early days as a bellman and night Concierge was Luca Mistretta. He was the kind of Concierge I aspired to be - connected, knowledgeable and composed. He helped me a lot when I entered the industry. I will also always be thankful to Ian Steiger, the head at Bvlgari Hotel, and Diogo Coelho, the Head Concierge at The London EDITION, for their trust, support and for taking a chance on me.
What has been the highlight of your career so far?
A very important highlight was being recognized as a star employee by LQA, as the hotels always aim for very high scores. However, personally, it was at my first international Les Clefs d’Or congress where I truly felt that all the sleepless nights, bags carried, bookings of all sorts and stressful days had paid off.
Dealing with guests cannot always be easy; what’s your approach to winning over difficult guests?
Showing empathy is always my approach to winning over "difficult" guests. I listen to their issues carefully and try to put myself in their shoes. After that, finding a solution to fix their problems becomes my number one priority. Ultimately, my goal is to turn the experience around and ensure that the guest leaves feeling valued and appreciated.
What personal sacrifices have you had to make to become so successful in this field?
When you're truly passionate about your work, it never really feels like a sacrifice. In reality, it's my girlfriend and family who might feel the weight of those sacrifices more, while I'm simply living the dream.
What attributes do you think you possess that make you a successful Concierge?
To be a successful Concierge, you will need to be a jack of all trades. First and foremost, you must be a good learner, as a Concierge you’ll never stop learning. You should possess a personality that can connect with guests, businesses, and, nevertheless, your team. Additionally, being a good problem solver, understanding, knowledgeable, and composed is essential.
"The most rewarding part of this profession is that it will turn you into the best version of yourself. I have learned and grown a lot while being a Concierge. "
If you could give advice to Concierge new to this profession, what would it be?
The journey will be a marathon, not a sprint. Be open to learning new things every day, remain curious, stay consistent and seize every opportunity to explore new places and connect with as many people as possible; all of this will be invaluable at the Concierge desk. Ultimately, have patience; your time to shine will come.
What is the most rewarding thing about being a Concierge?
The most rewarding part of this profession is that it will turn you into the best version of yourself. I have learned and grown a lot while being a Concierge. Additionally, we are blessed to connect with so many different people and to be part of amazing moments in our guests' lives, from proposals to 50-year anniversaries and everything in between.
Les Clefs d’Or’s motto is ‘service through friendship’; how important is collaboration with colleagues across the industry to you?
Without a doubt, Les Clefs d’Or is the best thing that has happened to the Concierge industry. It is amazing to be able to get help in nearly every corner of the planet at no cost, thanks to the pure "service through friendship." I can say that once a Concierge joins Les Clefs d’Or, they instantly become a better Concierge than ever before by gaining access to the knowledge of over 4,000 Concierge worldwide.
Do you have any hidden talents?
Sadly, I can't sing, paint, or have any fantastic sports skills or other "cool" talents. However, I'm extremely competitive! When I say extremely, I really mean it. My friends dread it because I get so into it that I forget we're supposed to be having fun. ☺