The Golden Keys: Inside the High-Stakes World of the Luxury Concierge
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The Golden Keys: Inside the High-Stakes World of the Luxury Concierge

By JOHN SCOTT LEWINSKI
Tue, Nov 29, 2022 8:21amGrey Clock 4 min

Corrado Bogni had less than 24 hours to get the diamond to Hong Kong. He would give up his Christmas Eve to accomplish the mission if need be. Still, could he find a last-minute flight out of London during one of the busiest travel times of the year?

It was 2006. A desperate hotel guest who frequented the five-star Connaught hotel in Mayfair trusted Bogni more than anyone else in the U.K. capital, because it is the pledge of the luxury hotel concierge to accomplish anything necessary, whenever necessary—no questions asked.

Welcome to the high-stakes world of concierges in the world’s leading luxury hotels.

“There really are only two rules to serving as a concierge,” Bogni says, recalling his journey to China and back. “We cannot get you drugs or ‘companionship.’ Other than that, we’re paid to get anything done without the guest having to worry about how we do it.”

The familiar Connaught guest would be working out of Hong Kong for the holidays and wanted to get a special cut of a glittering yuletide gift to his beloved in the Far East before Christmas Eve. The diamond needed to be picked up in Belgium and transported to the Connaught in Hong Kong, so the guest could present it under the Mistletoe faster than Santa could drop it down a chimney.

Bogni explains he took it as an honour that the generous client would entrust him with such a valuable trinket. “He was a well-known guest who asked for help,” Bogni says. “My approach as a high-level concierge is always to say ‘yes’ to a request and then find a way to make it happen via my personal endeavours and with the help of many fellow concierge colleagues around the world.”

Bogni, who has since taken a job at the luxury golf community Les Bordes in France, insists his peers rely on each other with growing frequency in the post-pandemic world. According to Andrew Sturge, head concierge at the London boutique hotel Flemings, Covid-19’s aftermath means supply shortages, business closures, transportation problems, and other snags that often hinder a concierge in sourcing whatever he or she needs.

“We (concierges) began relying on each other for ideas on how and where to source anything we need,” he says from the Flemings’ front desk. “We formed a new, unofficial network of support with our cell phones almost becoming walkie-talkies texting and calling back and forth. All that matters is getting what our guests need as quickly as possible.”

‘Clef d’Or’

Like all of his peers sending their requests across the new network, Sturge wears the Golden Keys, or Les Clef d’Or, on his lapel. Anyone who wears the pin has completed a five-year stint as a concierge before undergoing an application and approval process lasting about five months, according to fellow member Simon Thomas of the elite Lanesborough Hotel near Hyde Park.

With his own Golden Keys on display, Thomas and his Lanesborough colleagues confront a sea of requests on a daily basis. “One of our regular guests was a roller skate champion in the U.S. who wanted to have a space to practice,” Thomas says. “We created a huge roller skate rink in our ballroom.”

Thomas also cites “Parrot Gate”—the quest to acquire an African Grey parrot for a birthday present in less than 24 hours, complete with lessons on how to care and train the bird for the surprised recipient.

Giuseppe Pesenti, head concierge at Badrutt’s Palace high atop St. Moritz confirmed that the developing concierge network spread over all of Europe, with professionals turning away from rivalry and toward cooperation.

“We have a very close relationship with all the Golden Keys members as we are all very good friends,” Pesenti says. “Of course, we are in a competition, but it is friendly competition with respect and gratitude.”

Pesenti tells a story of a family hoping to organise a boat excursion to Italy’s Lake Como and a small restaurant on Comacina Island (about 60 miles from Badrutt’s Palace).

“Unfortunately the restaurant had been closed for two years and then looked abandoned,” Pesenti explains. “My colleague Augusto and I are originally from Lake Como. Since we wanted to surprise the guests, we arranged to clean the terrace outside of the restaurant and sent a driver from St. Moritz with food and a waiter. Once the boat captain approached the island to find the restaurant ‘open,’ our guests called right away to express their happiness.”

‘The Shirt off My Back’

Away from the resources of cities and luxury enclaves, David Rutherford serves as concierge and as a sort of “guest needs ombudsman” at Dundonald Links in Ayrshire, in western Scotland. He says golf guests come to him in desperation when airlines lose their gear and transportation fails them.

“I have very literally given guests the shirt off my back and the shoes off my feet,” Rutherford says. “I’ve let them use my golf clubs to play their rounds and my car to get them back and forth between courses.”

Rutherford insists those in need don’t come to him with a sense of entitlement or impatience. They’re people with problems in a region where resources are limited.

“My job is to get them what they need when they need it so they can enjoy themselves as much as possible,” he says.

Back in France, Bogni remembers London flights were booked solid as the hours until Christmas Eve ticked away with the diamond still in his care. Making matters worse was the heaviest December fog the U.K. had seen in years.

“I travelled by road from London City Airport to Antwerp to pick up the diamond—then back the same evening to catch one of only two flights that left that day out of Heathrow due to fog,” Bogni recalls. “I flew to Hong Kong, and a driver took me on arrival from the airport to the Mandarin Oriental Hotel.”

Bogni delivered the diamond to his guest, visiting for not more than ten minutes, and returned to the Hong Kong airport to board the very same aircraft that brought him to China.

“I left on the 22nd of December, and I returned to London on the 23rd,” Bogni says. “After all, I had concierge duties at a major hotel in central London waiting for me.”



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The Art of Living Beautifully

Art can transform more than just walls—it shapes mood, evokes memory, and elevates the everyday. Discover how thoughtfully curated interiors can become living expressions of personal meaning and refined luxury, from sculptural furniture to bespoke murals.

By Ozge Fettahlioglu
Tue, Apr 15, 2025 4 min

Art can transform more than just walls—it shapes mood, evokes memory, and elevates the everyday. Discover how thoughtfully curated interiors can become living expressions of personal meaning and refined luxury, from sculptural furniture to bespoke murals.

  1. Artful Abundance: The Sophisticated Joy of Artful Interiors

Imagine a hushed hospital corridor, its sterile walls awash in the glow of flickering fluorescent lights. In that unexpected moment, a solitary Monet painting emerged—a luminous tableau of delicate lilies dancing in quiet defiance.

As the clinical austerity yielded to the graceful presence of art, this single work transformed into a vessel of solace and hope amid overwhelming uncertainty.

That moment continues to resonate with me—a vivid reminder that art transcends mere aesthetics to become a profound catalyst for emotional healing and inspiration. It is this transformative experience that fuels my passion as a biophilic interior designer.

I create environments where every element, from bespoke murals to sculptural installations, harnesses art’s power to elevate the human spirit, spark creativity, and enrich lives. Let us journey together into the world of luxurious interiors that define modern elegance.

2. Art as Wellness: A Daily Ritual of Rejuvenation

At its core, art is a daily ritual that renews both mind and spirit. Scientific research consistently confirms that nature-inspired art reduces stress, lowers blood pressure, and kindles creativity.

The simple act of beholding a tranquil landscape or a subtle floral motif transforms your space into a private retreat, offering solace amidst a hectic world.

In my practice, I meticulously select artworks chosen not only for their aesthetic appeal but also for their potent, therapeutic benefits.

Each piece serves as daily inspiration—a quiet invitation to experience calm and well-being. For example, our Hilton project demonstrates how hospitality resorts integrate nature-inspired art not only for its visual impact but also as a medium of healing; here, a collaboration with a local artist produced a masterful installation that functions both as a statement piece and a source of well-being.

3. Bespoke Brilliance: Celebrating Your Unique Narrative

Luxury design is profoundly personal. Bespoke art transcends mass-produced décor by capturing your unique story—whether through a custom mural reminiscent of your favourite botanical garden or silk wallpapers that evoke the allure of exotic landscapes.

Each personalised creation turns your walls into a living narrative of cherished memories and distinctive taste. Consider how a thoughtfully designed space can reflect your individuality and elevate your living experience.

4. Sculptural Elegance: Redefining Spatial Dynamics

Art is not confined to two dimensions. Three-dimensional sculptural works bring vitality to interiors by adding depth, texture, and tactile allure.

Picture a gracefully sculpted piece—a marble table echoing the gentle rhythm of ocean waves or a repurposed bronze branch serving as an elegant room divider.

Such statement sculptures command attention while seamlessly integrating form with function and providing a natural conversation starter in any refined space.

5. Architectural Artistry: When Structure Meets Art

A truly sophisticated home elegantly merges art with architecture. Imagine a residence where bespoke staircases curve with elegance, where hand-carved wooden doors evoke the intricate beauty of nature, and where expansive windows frame breathtaking vistas.

In these spaces, every architectural detail contributes to a cohesive canvas of artistic expression. As you envision your own home, consider how your surroundings can be thoughtfully designed to reflect both beauty and purpose.

6. Furniture as Functional Art: Merging Practicality with Mastery

In luxury interiors, even the functional becomes exceptional through artful design. Consider a one-of-a-kind, hand-carved pink marble swivel chair—a masterpiece where practicality meets refined craftsmanship.

More than just a piece of furniture, this chair sparks conversation and serves as an emblem of creative innovation and exclusivity.

Let this be a symbol of how every element in your home might reflect your dedication to exquisite artistry.

7. Digital Sophistication: The Future of Artistic Expression

In an age defined by rapid technological advancement, digital art installations offer a contemporary twist on traditional forms.

High-resolution displays now present dynamic landscapes—a cascade of waterfalls, the quiet majesty of a forest, or a serene digital ocean vista—that adapt and evolve with your environment.

This modern element seamlessly aligns cutting-edge technology with timeless aesthetics, ensuring your space remains as innovative as it is elegant.

8. Luxurious Textiles and Furnishings: The Essence of Understated Elegance

Luxury is often revealed in the details: the textures, colours, and fabrics that together create a haven of understated splendour.

Bespoke silk cushions with intricate botanical embroidery, sumptuous velvet throws that evoke tropical charm, and bedding that mirrors the ethereal beauty of cloudscapes all contribute to an atmosphere of refined elegance and comfort.

Every tactile detail is chosen to evoke warmth and stand as a testament to your taste for excellence.

9. Refined Heritage: Honouring Timeless Craftsmanship

In the realm of luxury, tradition and modernity exist in perfect harmony. Integrating timeless antiques—such as a rare Vladimir Kagan couch or a coveted Hans Wegner chair—with contemporary design creates a dialogue that honours both heritage and innovation.

These storied pieces carry with them a legacy of masterful craftsmanship, adding layers of significance and depth to your living environment. They remind us that true elegance is built upon a foundation of enduring quality.

10. The Art of Personal Meaning: Crafting Your Legacy

Ultimately, art is the language through which you express your unique legacy.

Every carefully chosen piece reflects a part of your personal journey, turning your living space into a narrative as emotionally resonant as it is visually stunning.

It imbues your environment with memories, aspirations, and the essence of who you are—a living masterpiece that evolves with time.

Reflect on how these elements might not only beautify your home but also stand as timeless expressions of your personal story.

Now is the moment to immerse yourself fully in the joy of art. Elevate your surroundings and transform your residence into your greatest masterpiece.

Your heart, your legacy, and your space deserve nothing less than extraordinary artistry.

Ozge Fettahlioglu is the founder of Cocoplum | Biophilic Design Studio and Boxareno | Custom Modular Constructions. A wellness and biophilic design leader, she creates bespoke spaces that inspire, heal, and elevate daily living. Ozge is also a board member of Biophilic Cities Australia.

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