The “Functional & Industry Series” workshop with Gabriele Santolamazza, Restaurant Manager at Rocco Forte Hotels, provided an in-depth look at how to lead high-performing teams in the fast-paced and challenging world of luxury, particularly within the Food & Beverage sector. This interactive session revealed the key strategies for building a solid and inspiring leadership, offering practical tools to motivate teams, elevate service standards, and ensure operational excellence.
Rocco Forte Hotels is a brand synonymous with elegance, comfort, and a unique guest experience. Each property blends luxury with the comfort of a private home, while maintaining the high-level service expected from a five-star hotel. The group’s properties are located in some of Europe’s most iconic cities, such as Florence, Rome, Milan, London, Berlin, and many others, each with its own distinct atmosphere and style.
Florence – Hotel Savoy
Rome – Hotel de Russie, Hotel de la Ville
Rome, Piazza di Spagna – Rocco Forte House
Puglia – Masseria Torre Maizza
Palermo – Villa Igiea
Sicily – Verdura Resort
Milan – Rocco Forte House
Edinburgh – The Balmoral
London – Brown’s Hotel
Brussels – Hotel Amigo
Berlin – Hotel de Rome
Munich – The Charles Hotel
St. Petersburg – Hotel Astoria
With over 10 years of experience in the hospitality industry, Gabriele Santolamazza shared valuable leadership insights with workshop participants. In a luxury environment, where every detail matters and every interaction counts, Santolamazza emphasized the essential principles of effective leadership that every luxury industry leader must master:
Being an example for your team is the first step toward creating a successful work environment. It’s not just about giving directives but setting standards that others will follow by example. A good leader practices what they preach.
The ability to adapt your approach to meet the individual needs of each team member is crucial. A leader must be able to read emotions, understand interpersonal dynamics, and respond thoughtfully, fostering an environment of trust and collaboration.
Clear and transparent communication is essential to keep the team aligned with goals and expectations. But attitude is just as important: a positive leader who conveys enthusiasm and motivation inspires the team to give their best.
For Santolamazza, a motivated team is a successful team. A leader must be able to identify what drives each team member and how to harness these motivations to create an environment that not only fosters productivity but also individual satisfaction and well-being.
During the workshop, Santolamazza highlighted three crucial skills for anyone in a leadership position within the Food & Beverage and hospitality sectors:
Positive Attitude: A leader with an open and positive mindset can inspire the entire team. This attitude influences not only the work environment but also the guest experience.
The Smile: The simplicity of a smile can make a big difference. It not only creates a more pleasant atmosphere but also boosts overall employee well-being and improves job performance.
Cooperation & Team Building: Teamwork is essential for success. A leader must foster collaboration among team members, respect diversity, and encourage cohesion.
Santolamazza also addressed key areas where leadership is evolving, particularly in the luxury hospitality industry. These changes are being driven by external factors that are rapidly reshaping the sector:
Sustainability: Sustainability is increasingly at the heart of corporate strategies. Leaders must adapt to new ecological and social demands, integrating sustainable practices into the management of their properties.
Technology: Technological innovation is playing a growing role in team management and operational optimization. Leaders must be ready to embrace and integrate technology into daily operations.
Employer Branding: Attracting and retaining talent is a challenge that requires a strong brand identity as an employer. Leaders must work to create a positive image of their organization, highlighting company culture and growth opportunities.
Engagement: Engaging employees and motivating them to give their best is crucial for maintaining high standards and delivering an excellent customer experience.
