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Grand Hotel Verona Case Study
Grand Hotel Verona Case Study
The Grand Hotel Verona is an institution in the town. Just a The figure of the hotel manager is becoming increasingly
short walk from Piazza Bra and the Roman Arena, it welcomes specialised, irrespective of the size of the establishment: from the
tourists visiting the region’s capital and businessmen from all over most complex hotels to family run businesses.
the world, drawn by important events such as Vinitaly. The hotel
Our staff must be allowed to work with the guests without
was originally the town house of the aristocratic Reichenbach
feeling we are constantly breathing down their necks, and as
family from Austria and is a living monument to the Liberty style
managers we must check everything is running smoothly”.
of the Twenties.
Check, control and trust are key words in a manager’s
The hotel is run by Laura Zago, a young manager who now
vocabulary: “It is up to the manager to set the parameters to
holds the keys to one of the most prestigious hotels in the Veneto.
check the quality of services on a daily basis. The manager must
“I have no training in hotel management, I used to work in PR”
have the skills to choose the best suppliers, as they actually
Laura is quick to point out. “The owners were looking for ‘young
become part of the hotel. It’s like the pastry test - for it to be
blood’ and I was lucky enough to be offered the job ”. What is it
good, it has to be good every morning”. With this maxim in mind,
like running a hotel? “It means the telephone rings at all hours,
a manager chooses his suppliers, from pastries to door locks.
but also that you can’t have direct control over everything. You
have to trust your team of experts and work together to provide
the guests with the best service possible”.
One feature which was a particular favourite was the “do not
disturb” guest privacy function which, thanks to a LED signal,
advises staff when guests are present in their rooms.
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