In a recent educational event, our Business School had the honor of hosting Elfriede Schallmeiner, representative of Fendi – Luxury Hospitality, for the talk “Crafting Unique Guest Experiences with Fendi”. The session provided a 360-degree perspective on luxury hospitality, exploring the key pillars that make a guest experience truly unforgettable: service, human resources, sustainability, technology, accessibility, innovation, and attention to detail.
In a luxury context, service is not just an operational function: it is the soul that defines a brand’s identity and the perceived value of the experience. In a five-star hotel, service represents a promise: excellence, personalization, and well-being. It is through service that a physical space becomes a place of emotional connection.
The experience begins from the very first moment: a warm and genuine welcome immediately creates a sense of belonging. But true luxury goes beyond first impressions—it is measured through continuity and consistency throughout the stay. Every phase, from check-in to check-out, must be orchestrated with precision. Impeccable housekeeping, timing and discretion in meal delivery, and 24/7 room service are just a few tangible examples of excellence.
The concierge service plays a particularly important role, enriching the guest experience beyond the hotel walls: tailored recommendations, cultural tours, local experiences, and exclusive activities turn a stay into an unforgettable memory.
“Luxury is not opulence, but intentional, thoughtful service that feels natural to the guest.”
In the world of high-end hospitality, details are strategic, not ornamental. They appear in the tone of voice, the scent of a lobby, the alignment of a towel, or the precision of a farewell greeting. It’s the well-executed micro-moments that create a consistent narrative of elegance and care.
Emotional intelligence is also essential among staff—the ability to sense unspoken expectations and respond intuitively and personally. Emotional comfort often outweighs physical comfort, and genuine human connection is what transforms good service into a memorable experience.
A recurring theme in Schallmeiner’s talk was the importance of human resource management. In a luxury hotel, the team is multicultural, large, and highly coordinated. To ensure flawless service, it is crucial to invest in continuous training, mentoring, and professional development.
“A glass of water can be served in a thousand ways—it’s the manner that makes the difference.”
Professionals trained not only in technical skills but also in relational abilities can transform ordinary gestures into extraordinary moments. Motivation, engagement, and staff loyalty are key elements in maintaining high service standards and consistency.
To learn more about the strategic role of training and development in HR, read our article: How Important is Training and Development in Human Resources?
“Sustainability is not a trend—it’s a responsibility.”
In recent years, sustainability has become an ethical and strategic imperative. Travelers—especially younger generations—are increasingly aware of the environmental impact of their choices. The adoption of eco-conscious practices is now a must-have for the success of a luxury hotel.
Top-tier establishments lead the way by implementing green technologies, eliminating single-use plastics, optimizing water and energy consumption, and supporting local economies through partnerships with artisans and regional suppliers. But sustainability goes beyond operations—it’s a corporate culture to be shared with guests and staff through training, transparency, and authentic communication.
Technological innovation is reshaping hospitality: artificial intelligence, robotics, smart rooms, and home automation enhance efficiency and personalize the guest journey. From chatbots for customer care and mobile check-in systems to robots for room service and luggage delivery, new technologies streamline operations and save time.
However, in the luxury sector, technology must enhance—not replace—human interaction. The true added value remains warmth, empathy, and the ability to build authentic relationships.
Luxury hospitality must include accessibility and inclusion. This means ensuring accessible spaces (ramps, elevators, adapted rooms), but also digital accessibility, inclusive communication, and staff trained in diversity awareness.
Promoting an inclusive culture is not only an ethical and legal requirement—it elevates the guest experience, making it more human and meaningful for everyone.
The hospitality sector is constantly evolving, driven by changing travel habits, global challenges, and technological advances. Successful brands adopt innovation as a mindset—rethinking service models, anticipating market needs, and introducing unique experiences.
The ability to adapt quickly to unforeseen situations—such as a health crisis or regulatory changes—is what allows a hotel to remain competitive, consistent, and relevant in the long run.
Throughout the session, a clear vision emerged: luxury is not excess—it is intentionality, care, and meaning. Every gesture, every detail, every interaction must be designed to build a coherent, memorable, and human experience.
“Nothing is impossible,” Schallmeiner reminded us.
A powerful message that inspired both students and professionals, leaving behind a strong sense of awareness: well-executed hospitality is an art.
Rome Business School will continue to promote high-level events like this one, helping shape the professionals of tomorrow through values of excellence, innovation, sustainability, and humanity.
For more insights into the world of luxury hospitality and the skills needed to lead in this evolving sector, explore our dedicated article on how to become a Hotel Manager.
