I am 33 years old, originally from northern Italy, from a city near Venice called Padua. It’s a very dynamic city and home to one of Italy’s oldest universities, the second oldest after Bologna. After studying tourism, I continued my academic training in languages and participated in an Erasmus exchange program at the University of Alicante. Later, I studied hotel management in Milan. I come from a family with ties to the hospitality industry; my grandfather ran a bar in Padua for over 60 years. I spent a lot of time with him as a child, observing how he treated customers with kindness, especially during the festival of Saint Anthony when many visitors arrived. This experience sparked my passion for hospitality.

‍

After completing my master’s degree in hotel management, I worked in five-star hotels in Venice, such as the Gritti Palace and the Westin, beginning in the Front Office and later transitioning to Housekeeping. I sent my resume to Belmond, and although I applied to work in Taormina, they offered me a temporary position in Mallorca, where I had family memories. I worked at La Residencia as a housekeeping supervisor from 2016 to 2018, but then I returned to Italy to rejoin the Front Office, working at Four Seasons and Dorchester. In 2021, I came back to La Residencia in the Front Office, focusing on concierge services. In 2022, a new concierge department was created, led by Pep Toni Ferreiro, to provide a more personalized service.

Yes, last year I was promoted to Assistant Head Concierge, becoming Pep Toni’s right-hand man. It has been four years since I returned, and many changes have occurred. When I first arrived, I was eager to experience concierge work and approached this new challenge with great intensity. Now, I have grown both personally and with the team, and I have learned that our clients have changed. Previously, we had many returning clients; now, we have a more diverse profile.

New visitors to Mallorca seek a different kind of experience, one focused on personal reconnection and customisation. Coming from major cities like New Delhi, London, and New York, they want peaceful places to enjoy a slower pace of life. As concierges, we organize activities that allow them to appreciate Mallorca’s beauty in a sensory way, centred on wellness and nature—what we call "slow luxury." The Tramuntana Mountains stand out for their high-quality local products, fresh air, crystal-clear waters, private yoga sessions, and art workshops with international artists. While there are also dynamic options, our guests generally prefer an exclusive and tranquil experience.

‍

An outstanding concierge must have essential qualities such as calmness, composure, and the ability to handle stress, even in chaotic situations. It is important to project tranquillity, patience, empathy, and kindness when interacting with guests, as we deal with over a hundred people daily. The treatment must be consistent, regardless of whether we are assisting influencers, celebrities, or business executives. Discretion is also a fundamental quality in our service.

Once, a couple called us asking for a tattoo artist to come to their room to immortalize their love. They wanted the best tattoo artist on the island available the next day.

I also recall a young woman who, on her birthday, requested a private jet at eight in the morning to end the night at a party in Ibiza. It was challenging since arranging something like that on the same day is quite difficult. Eventually, we found a private jet on the mainland and secured tickets to the party.

One fascinating story involved a couple who, while exploring the Tramuntana Mountains, found an injured black vulture. After they returned to their home country, their personal assistant contacted me asking for photos of the bird, as they wanted to take it to a vet and needed the concierge team to update them on its condition. Getting the necessary permits from the town hall to obtain the pictures was a challenge, but we finally managed to locate the person responsible for the vulture’s care. Although situations like this go beyond the usual scope of hotel services, we always go the extra mile to meet our clients’ needs, fostering a positive connection between the hotel and its surroundings.

In this job, we acquire a variety of skills, and it is essential to be a good listener and have psychological insight. Seeing people smile motivates me. Our concierge team strives to ensure customer satisfaction, which confirms we have done our job well. Sometimes, we plan itineraries months in advance, requiring flawless coordination for transportation, activities, and dining. This job demands meticulous attention to detail.

‍

This award is part of Les Clés d’Or, the Spanish division of the international Les Clefs d’Or association. I have been a member of this association for two and a half years. Within the association, candidates can apply to compete. Each region of Spain selects one candidate, and this year there were eight in total. The competition includes written tests on hotel operations, the history of Les Clefs d’Or, current hospitality trends, and more. Each candidate must also create a video at their hotel and undergo an oral interview with a professional jury. All candidates are under 35 years old and represent top brands such as Rosewood, Belmond, Four Seasons, Sofitel, and Marriott.

As the national winner, I have the opportunity to compete internationally. This year, the competition will take place in Madrid in April and will last a week. Seventeen concierges from different countries, including Brazil, the United States, France, Switzerland, Italy, Thailand, the United Arab Emirates, and Qatar, will participate. The international tests will be similar to the national ones, but with an added requirement: we must write an article about the hotel we work at, with a tourism-focused approach. During the event, there will be 700 concierges from around the world, making it a fantastic networking opportunity.

‍

I am excited to reconnect with concierges who inspired me early in my career. I hope to gain valuable human experience. I enjoy the monthly challenges sent in preparation for the Madrid competition, which will conclude with an interview before a jury of five or six senior concierges. Last year, the winner was Julie Benhaim from the George V Hotel in Paris. I am eager to compete against other candidates and discover new ideas. This experience will be invaluable both professionally and personally, and having connections with colleagues in places like Amsterdam and Bangkok enhances the guest experience.