© cottonbro studio
July 12, 2025
Marianne von Waldenfels
The ultimate goal: The guest should feel comfortable. For this, (almost) all wishes are fulfilled. Raffaele Sorrentino, who has been awarded multiple times as the "best concierge in the world", talks about the challenges and happy moments of his extraordinary calling.
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What makes a perfect concierge? The talent to listen attentively and to appreciate people, says Raffaele Sorrentino. The native Neapolitan has been awarded three times as "Best Concierge in the World" by the American Hospitality Academy. Before becoming head concierge at various legendary luxury hotels, including the Hotel Adlon Kempinski, he gained experience in the classic way as a bellboy and page. In 2009, he founded his own concierge service with the RAS Service Group. Under the motto "Service at any time", the company offers, among other things, concierge and security services for residential properties as well as reception and concierge services for senior residences .
How did you become a concierge?
Oh, it was pure coincidence. I am from Naples. My father was a tailor, and when I was 14, he went bankrupt. We were three sons; my older brothers were 16 and 17, and all had to go to work. My first job was on a construction site. Then I met a cousin of mine who was employed at the Villa d’Este on Lake Como. That's where my career in hospitality started – as a page.
The Villa d’Este in Cernobbio on Lake Como is one of the most famous Italian luxury hotels. What excited you about this job?
Above all, the Head Concierge. He spoke many languages, and I was incredibly impressed by the amount of trust the guests placed in him. They followed all his advice without any objection – back then there was no Internet. This head concierge inspired me, and I told myself back then: One day you will also become the head concierge of a grand hotel.
In which hotel did your first job as a head concierge work out?
That was at the Grand Hotel Continental in Munich. Unfortunately, this luxury hotel, which belonged to the Billig family, no longer exists today. I started there in 1984 and was promoted to head concierge in 1991. After that, I moved to Rafael, which is now the Mandarin Oriental in Munich. From there I went on to the Adlon.
© Markus Spiske
The most famous hotel in Berlin: The Adlon Kempinski at Pariser Platz.
How do you become the best concierge in the world?
Those were surveys in which I may have received one more vote than another. You know, there are such good concierges in this world. I can immediately name at least 20 who are great. But to your question - how do you become that: I don't know, but I have to say that the job always came very easily to me. I was a concierge with heart and soul.
What is the most important thing you can do to make guests feel comfortable?
Listening is very, very important in this profession. And you should have a good knowledge of human nature. A concierge needs to be able to do more than just know the city or the area. You need to have a certain seventh sense to be able to look into people, analyze them, and find out exactly what you can do for them. I also played around a bit with this talent and tested my limits. How far can I go with this guest, where can I send them?
For example?
At the Adlon, a gentleman once approached me. He was wearing a jacket, a small scarf around his neck, and a pocket square in the front pocket of his jacket. His wife was quite smartly dressed. I sent them to Spindler & Klatt. Of course, back then, it wasn't a restaurant for jacket and little scarf around the neck. There was a different atmosphere there, and you could also dance there. The next day, the gentleman came up to me and said: I could kill you! And I asked: Yes, why? You know, he replied. Well, if my wife hadn't been so happy ... I was really glad that the woman was happy and had a nice evening.
Was there ever a wish that you couldn't fulfill, or a situation where you failed?
I have failed with some special characters. Justice is very important to me. If I notice that someone is treating a person badly - even if it's a guest - I intervene immediately. I've even clashed with guests when they were loud with one of my colleagues.
That hopefully happens only rarely?
I'll put it this way: sometimes you can already see who is spending daddy's money. But for me, all people are the same at first. As a concierge, you mustn't make any distinctions. I see a person in front of me who has a desire. And no matter how trivial it may be, it must be fulfilled.
“One must radiate kindness – whether eight, ten, or twelve hours a day.”
Raffaele Sorrentino
What else does a concierge need to bring?
Organizational talent, empathy, and an excellent network. For guests who are opera fans, I've organized meetings with artists, with baritones and tenors, for example. I knew several who sang at the state opera or the German opera. Also, appreciation is a principle. And you have to exude friendliness – whether it's eight, ten, or twelve hours a day.
Is there a guest that you particularly remember?
Yes, from my time at Hotel Lancaster in Paris. Monsieur Samuel, a true grand seigneur, an architect. He had a life partner, and the two were simply wonderful. They later visited me in Germany in all Hotels pursued, where I worked. I got them tickets for events all over the world, from Bayreuth to London to New York. No matter what Monsieur Samuel needed, he always came to me. I still have an umbrella he gave me. With a hand-carved horse head.
How has your profession changed in recent years?
It has become more difficult. Today the guest comes with a list and says: I saw on Instagram or TikTok that there is this place or this bar. I want to go there. And then you have to persuade him that he might want to go somewhere else, to a place that TikTok doesn't know, because it's nicer and better there. Nowadays, as a concierge, you have to be even better informed than social networks. Our job is also to give the guest a real insider tip. The tips from Influencers are no longer insider tips. That's why I believe you really have to deal intensively with the city you work in.
