Meet Borja Martin, Hotel Ritz Madrid’s Chief Concierge, who has spent his entire 18-year career at the iconic address. His team today calls him “professor” – a fitting title, since he says he has learned so much over the years working at the Ritz, calling the hotel’s legendary service “a school itself.”

What are the essential skills for a concierge to have in a 5-star property like Hotel Ritz Madrid? Martin says, among other things, a flair for languages (a minimum of three), a lot of patience, and even a bit of acting talent will go far for those looking to make a career at the concierge desk. Listen as Martin explains his method for ensuring he and his team stay on top of the Madrid scene, and why he feels that front-of-house positions are gaining momentum and importance in the world of hotel management.