CAREER - AMADO SILVETI, NATIONAL PRESIDENT OF LES CLEFS D'OR UAE AND CHIEF CONCIERGE AT THE MANDARIN ORIENTAL JUMEIRA DUBAI: "WE ARE STORYTELLERS AND TRUSTED CONNECTORS" (Émirats arabes unis)
The visionary leader has been elevating concierge excellence across the UAE's luxury hospitality landscape through his role as Chief Concierge and within Les Clefs d'Or UAE.Catégorie : - Émirats arabes unis - Carrière - Interviews
Interview de Sonia Taourghi le 03-07-2025
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 Amado Silveti, National President of Les Clefs d'Or UAE and Chief concierge at the Mandarin Oriental Jumeira Dubai
Silveti's journey through the UAE's hospitality elite reads like a masterclass in concierge excellence. His career progression includes tenure at Waldorf Astoria Dubai Palm Jumeirah, followed by positions at Jumeirah Group, Nikki Beach Hotels & Resorts EMEA, and St. Regis Hotels & Resorts. Most notably, he served as Chief Concierge at the iconic Burj Al Arab, where he honed his reputation as an innovator in luxury guest experiences. A long-standing member of Les Clefs d'Or UAE before his presidential appointment, his deep roots in the organisation underscore his commitment to professional excellence.
The pride radiating from every conversation about Les Clefs d'Or UAE reveals a leader shaped by over a decade of Dubai hospitality experience. His philosophy, developed through years at properties like Burj Al Arab, emphasises that “the future of concierge is about fulfilling a purpose, not a function.” This vision, combined with his caring nature and evident dedication to elevating the concierge profession, positions him perfectly to lead the organisation into its next chapter of growth and innovation.
Journal des Palaces: As the newly appointed National President of Les Clefs d'Or UAE and Chief Concierge at Mandarin Oriental Jumeira, Dubai, how do you plan to elevate the standards of concierge services across the Emirates whilst maintaining the legendary service your property is known for?
Amado Silveti: I believe in leading by example. At Mandarin Oriental Jumeira, Dubai, we've cultivated a culture of excellence grounded in empathy, authenticity, and deep local knowledge. Through Les Clefs d'Or UAE, my goal is to foster greater collaboration amongst concierges from luxury resorts in Ras Al Khaimah to boutique hotels in Abu Dhabi.
We've launched initiatives such as the “Topic of the Week” and a monthly newsletter to keep members informed, inspired, and connected. These tools promote continuous learning and knowledge-sharing, which in turn build confidence and elevate the level of service delivered.
Ultimately, my vision is for every concierge in the UAE to consistently deliver thoughtful, anticipatory service that reflects the true spirit of Les Clefs d'Or and meets the evolving expectations of today's luxury traveller.
The Mandarin Oriental Jumeira Dubai recently celebrated its fifth anniversary. What have been the most significant evolutions in luxury guest expectations during this period, and how has your concierge team responded to these changes?
Luxury today is less about opulence and more about emotional connection. Over the past years, we've seen guests increasingly seek authentic, personalised experiences that resonate on a deeper level. In response, our concierge team has evolved from simply assisting in curating meaningful, memorable moments. We've become more intuitive, more agile, and more focused on crafting experiences that reflect each guest's individual story and sense of purpose.
Les Clefs d'Or represents the pinnacle of concierge expertise globally. Could you share a particularly challenging guest request that showcases the resourcefulness and network that membership in this prestigious organisation provides?
Absolutely. A great example involves some of our loyal Dubai residents who are regular guests at Mandarin Oriental Jumeira. Every summer, they escape the heat and travel to Europe, often requesting last-minute reservations at the most exclusive coastal destinations like Saint-Tropez, Sardinia, Monaco, Marbella, Bodrum, and beyond.
Their expectations are clear: the best table, at the best spot, in the hottest venue and often with very little notice. These types of bookings are nearly impossible during peak season. But this is where the actual value of Les Clefs d'Or shines. I reached out directly to my fellow concierges in those destinations, and thanks to our trusted global network and shared commitment to excellence, what seemed unachievable became possible.
This is the power of Les Clefs d'Or: a family of professionals who understand urgency, discretion, and the uncompromising standards our guests expect. Alone, it would have been impossible. But together, we make magic happen.
Dubai's luxury hospitality landscape is extraordinarily competitive. What distinctive approaches or philosophies guide your concierge team at Mandarin Oriental Jumeira in creating those memorable, personalised moments that today's ultra-high-net-worth travellers expect?
Dubai's luxury hospitality scene is indeed incredibly competitive. Still, at Mandarin Oriental Jumeira, we believe that what truly sets us apart is not just what we do for our guests, but how we make them feel.
We take time to understand what matters most to them: their preferences, their lifestyle, and the reason behind their visit.
Every team member is encouraged to notice the little things, to listen closely, and to take action without needing to be asked. Whether it's planning a memorable desert trip, finding last-minute tickets to an exclusive event, or placing a guest's favourite tea in their car. It's these thoughtful, personal touches that guests remember.
What makes us truly different is our heart and creativity. We don't just offer service; we create moments and memories that guests carry with them long after their stay.
In a city like Dubai, where luxury is everywhere, it's this genuine human connection that makes our hospitality unforgettable.
The UAE has experienced remarkable growth in luxury tourism post-pandemic. What emerging guest preferences or demands are you observing that might shape the future direction of concierge services in the region?
We're seeing a clear shift in guest preferences towards privacy, wellness, and cultural depth. Today's luxury travellers are looking for immersive yet exclusive experiences: private museum tours, hidden culinary gems, introductions to sustainable fashion, and meaningful encounters with local artisans.
The UAE is evolving beyond its identity as a luxury shopping and beach destination, emerging as a dynamic hub for culture, creativity, and well-being. As concierges, our role is transforming; we are no longer just facilitators, but storytellers and trusted connectors, unlocking the more personal and purposeful dimensions of the guest journey.
How are you integrating technology with the traditional high-touch concierge experience at your property, and what role do you see AI and digital tools playing in the future of luxury concierge services?
At Mandarin Oriental Jumeira, we use technology to support, not to replace our concierge services. Tools like AI help us manage logistics, reservations, emails, and guest preferences more efficiently. This allows our team to focus on what truly matters: creating personal and meaningful connections with our guests.
As we look to the future, AI will not replace the human touch; it will enhance it, empowering us to anticipate guest needs with greater empathy and deliver more meaningful, personalised moments of connection. But at its core, luxury is still about people. The future lies in a thoughtful balance between technology behind the scenes and warm, Clefs d'Or hospitality at the concierge desk.
Under your leadership, how are you addressing talent development and mentorship within Les Clefs d'Or UAE to ensure the next generation of concierges upholds the organisation's distinguished legacy?
At Les Clefs d'Or UAE, talent development and mentorship are key to sustaining our legacy. As part of the membership process, candidates are assigned projects tailored to their strengths and passions, allowing them to grow beyond the traditional role of a concierge. These projects are closely guided by one or two Executive Committee members who provide mentorship, coaching, and feedback throughout.
We also host regular networking events and monthly concierge meetings, which give rising talents the chance to learn from and be inspired by more senior members. This ongoing exchange of knowledge and experience helps ensure that the next generation carries the golden keys with confidence, pride, and a sense of purpose.
The Middle East continues to witness extraordinary hospitality development. Which upcoming projects or destinations in the region excite you most from a concierge perspective, and why?
The Middle East is undergoing a remarkable transformation, and from a concierge perspective, destinations like AlUla and the Red Sea developments are especially exciting. These projects are redefining luxury by blending heritage, sustainability, and contemporary design in truly unique ways.
What excites me most is the opportunity to guide guests through experiences that feel both undiscovered and thoughtfully curated. It challenges us as concierges to deepen our knowledge, expand our network, and craft journeys that are not only memorable but meaningful. It's a new era of hospitality: rooted in culture, elevated by service.
 The concierge team at the Mandarin Oriental Jumeira Dubai - from left to right: Clara Fumagalli, concierge; Greta Ferrari, concierge stagiaire, Andrea Ordorica, concierge |
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