Editorial Board   Guest Author

Mr. Giglio

Gianluca Giglio

Managing Director, Ragosta Hotels Collection

Gianluca Giglio is managing director of Ragosta Hotels Collection headquartered on the Amalfi Coast of Italy. Mr. Giglio is credited with creating the three year-old luxury hotel collection and oversees the operations, branding, and development, sales and marketing for the collection. At present, the collection consists of three luxury boutique properties; the 77-room Hotel Raito situated above the villages of Vietri sul Mare and Raito and overlooking the Bay of Salerno; the boutique 22-room Relais Paradiso a private resort housing spectacular suites, private pool and personalize service; and the new 61-room resort, La Plage Resort located in Taormina-Sicily. Under Mr. Giglio's direction, Ragosta Hotels Collection will expand to include a fourth hotel in the center of Rome. Perhaps Mr. Giglio's crowning achievement has been the successful creation and launch of the company's personalize guest service program. The Define Your Lifestyle guest program enables guests of Ragosta Hotels the opportunity to customize their hotel stay. The program extends beyond the traditional guest loyalty programs featuring in room design, culinary offerings, wellness facilities, therapies and treatments and public spaces. Mr. Giglio' goal is to target a new generation of traveler desiring a hospitality experience that is exceptional, mirrors their lifestyle in unique destinations. Ragosta Hotels guests have specific tastes and needs and it is important for the organization to ensure it exceeds their exceptations in terms of hospitality during their holiday or business stay. To make this experience work and seem seamless to the guest, Ragosta Hotels combines multiple hotel story elements together such as the architecture, design and service aspects. In addition, Mr. Giglio also has launched a successful innovative social networking marketing program for Ragosta Hotels Collection. This web-based program allows the company to gain a greater understanding of guests' needs and communicates directly with past and future clients. Because of the interactive component, the program closely monitors guest feedback and provided a true sense in how the properties are in terms of service. Mr. Giglio began his hospitality career in 1989 at the U.K.-based De Vere Hotels and Resorts. In 2000, he served as the executive director of the Giglio Group Hotels, which features four and five-star hotels located throughout Italy. While at Giglio Group he held several operations and management positions eventually overseeing hotel operations including food and beverage and revenue management. In addition, Mr. Giglio oversaw operations and held management positions at properties at luxury properties throughout Europe and Italy. Born and raised in Sorrento, Italy, Mr. Giglio received a diploma in contemporary studies at F. Severi Liceo Scientifico, Castellammare di Stabia, Italy. He received an Executive Master's degree in Tourism and Management from St. Patrick's College, London, U.K. and studied German at the University of Wien in Austria. He is fluent in English, German and Italian. Mr. Giglio often attends executive hospitality professional development courses to ensure he remains well-versed in the latest industry trends and issues. In January 2010, Mr. Giglio was honored as one of “The Finest Hoteliers Worldwide” by the American Academy of Hospitality Science. In addition, Mr. Giglio serves on several expert panels for organizations such as Forrester Research and the Gerson Lehrman Group (GLG).

Mr. Giglio can be contacted at gianluca@hotelierlife.com

Coming up in January 2020...

Mobile Technology: Meeting Tech Expectations

What once seemed futuristic is now the norm, owing to the escalating developments in mobile technology, and hotels must continue to innovate in order to meet guest expectations. In a recent study from Mower, 65 percent of guests said they would gladly pay more for a hotel that provides the mobile technology they deem essential. The same study shows that 44 percent of travelers are more likely to book a smart hotel, and nearly 7 in 10 want to use smart devices provided by the hotel. And how do guests wish to use all this technology? A majority expressed a desire for mobile check-in and check-out, and mobile payment options. They also want to be able to stream content from their phone to the TV; to make service requests of the hotel staff; to control in-room lighting, temperature and sound; to order food and beverages; and to request a wake-up call - all from their mobile device. Guests also expressed preferences for robust wi-fi and convenient device charging ports throughout the hotel. They also appreciate the use of hotel branded apps which allow a guest to book a room, access loyalty programs, receive discounts and rewards, and even use the app to choose the room, floor and view they prefer. Some hotel apps also allow a customer to track their charges throughout their stay, rather than waiting to receive a bill at the end. Finally, mobile tech lounges are popping up more frequently in some hotels. These lounges offer guests the opportunity to perform tasks like airline check-ins or access to local info guides, but they also provide a place where guests can comfortably get some work done outside their room. The January Hotel Business Review will report on what some hotels are doing to meet their customers' expectations in the mobile technology space.