Interview with General Manager Mr. Goffredo Dell’Appennino
Bvlgari Milan, Italy
December 2024
December 2024
Today, we had a delightful conversation with Mr. Dino Dell’Appennino, the General Manager of the Bvlgari Hotel in Milan. Dino, as he prefers to be called, shared insights about his international career journey and opened our eyes to the "hidden beauty of Milan." You can find the full interview on our YouTube channel.
Could you please introduce yourself and share how you began your career in the hospitality sector?
This year marks my 20th anniversary in the industry. I started my career as a sommelier after living in London, which opened the door for me to move to Hong Kong. There, I worked as a restaurant manager at an Italian restaurant. After two years, I returned to Tokyo for another two years as a general manager of a food and beverage operation. I then moved to Shanghai to help open the Bvlgari Hotel, where I served as a senior manager. After that, I returned to Tokyo for two more years with another brand in our group called Edition. We opened hotels during covid, but it was a challenging time. Three years ago, I had the opportunity to come back to where I started, and I couldn't say 'no' to returning to my home country and the hotel where my journey began, this time as General Manager.
This year marks my 20th anniversary in the industry. I started my career as a sommelier after living in London, which opened the door for me to move to Hong Kong. There, I worked as a restaurant manager at an Italian restaurant. After two years, I returned to Tokyo for another two years as a general manager of a food and beverage operation. I then moved to Shanghai to help open the Bvlgari Hotel, where I served as a senior manager. After that, I returned to Tokyo for two more years with another brand in our group called Edition. We opened hotels during covid, but it was a challenging time. Three years ago, I had the opportunity to come back to where I started, and I couldn't say 'no' to returning to my home country and the hotel where my journey began, this time as General Manager.
That’s an amazing story! What motivated you to return to your home country? Was it difficult to leave Asia? How do you apply the experience you gained in Asia to adapt to Italy?
Returning to my home country holds special significance for me. I feel fortunate to work in beautiful hotels surrounded by wonderful people, both colleagues and guests. My daily routine is quite international, as I interact with people from all over the world, allowing me to engage with clients from diverse backgrounds while embracing the best of Italian culture.
Every city has its unique characteristics that influence business operations. Based on your experience in different locations, could you share insights about the specifics of these places in terms of business management?
Each city offers a distinct cultural backdrop that shapes business practices. For instance, in Japan, attention to detail is paramount; it’s a country that values the subtle cues of situations. Anticipating guests' needs is vital, and this detail-oriented approach is a significant lesson learned there. Japan emphasizes the importance of organization and planning, which may not be as inherent to Italians.
In contrast, in China, the energy directed toward the team and clients is essential for activating business. Hong Kong stands out as a blend of Eastern and Western approaches, offering a Western business model infused with Asian warmth and kindness.
Returning to my home country holds special significance for me. I feel fortunate to work in beautiful hotels surrounded by wonderful people, both colleagues and guests. My daily routine is quite international, as I interact with people from all over the world, allowing me to engage with clients from diverse backgrounds while embracing the best of Italian culture.
Every city has its unique characteristics that influence business operations. Based on your experience in different locations, could you share insights about the specifics of these places in terms of business management?
Each city offers a distinct cultural backdrop that shapes business practices. For instance, in Japan, attention to detail is paramount; it’s a country that values the subtle cues of situations. Anticipating guests' needs is vital, and this detail-oriented approach is a significant lesson learned there. Japan emphasizes the importance of organization and planning, which may not be as inherent to Italians.
In contrast, in China, the energy directed toward the team and clients is essential for activating business. Hong Kong stands out as a blend of Eastern and Western approaches, offering a Western business model infused with Asian warmth and kindness.
Have you noticed any significant changes in clients' demands recently? How have you adapted to these changes?
In Milan, we've seen an influx of diverse clients, positioning the city alongside Paris, London, and New York. Milan is modern and offers a global perspective that attracts customers who may not have visited before. Its connectivity, with two airports and extensive train services, makes it a gateway to Italy. People come to Milan, explore the city, and then travel around Italy. It’s a fantastic destination for shopping, design, and culture, showcasing its hidden beauty.
Are there specific markets you are looking to develop?
We have a strong presence in the European market, with many clients from Italy, Switzerland, France, Germany, and the UK. Europe is our primary market, while the US remains a historically significant source market for us. We also see growing opportunities in Asia, the Middle East, and Russia, where many clients reside in cities like Monte Carlo, Paris, London, and Dubai. Additionally, South America, particularly Brazil and Mexico, represents a strong market with increasing demand for travel to Europe, and Italy is a key destination.
In Milan, we've seen an influx of diverse clients, positioning the city alongside Paris, London, and New York. Milan is modern and offers a global perspective that attracts customers who may not have visited before. Its connectivity, with two airports and extensive train services, makes it a gateway to Italy. People come to Milan, explore the city, and then travel around Italy. It’s a fantastic destination for shopping, design, and culture, showcasing its hidden beauty.
Are there specific markets you are looking to develop?
We have a strong presence in the European market, with many clients from Italy, Switzerland, France, Germany, and the UK. Europe is our primary market, while the US remains a historically significant source market for us. We also see growing opportunities in Asia, the Middle East, and Russia, where many clients reside in cities like Monte Carlo, Paris, London, and Dubai. Additionally, South America, particularly Brazil and Mexico, represents a strong market with increasing demand for travel to Europe, and Italy is a key destination.
Based on your experience, how do you define the luxury experience in the hospitality sector today?
Dino: We take pride in the foundation we set 20 years ago when Bvlgari Hotels was established. A core value has always been authenticity, whether in materials, cuisine, or the guest experience. Today’s travelers seek genuine experiences and are willing to pay a premium for quality. From the linens in their rooms to the offerings in our gym and spa, everything must meet the highest standards. Guests expect authenticity, particularly at Bvlgari.
I completely agree that authenticity is a growing trend. What do you foresee for the future of the hospitality industry?
Dino: Travelers are looking for meaningful experiences, which can be simple to envision but challenging to implement. Successful brands, whether in cars, fashion, or watches, have maintained their essence for centuries, but achieving excellence consistently is difficult.
Another important aspect is the ingenuity of people. Today, guests value genuine interactions over scripted conversations. The term "bleisure," which combines business and leisure, reflects a trend where travelers blend work commitments with leisure activities, making it essential for hotels to adapt to these dual needs. We must understand when our guests want to experience the city or need to conduct business, providing a seamless blend of both.
Technology will also play an increasingly vital role. It should enhance guest engagement and streamline processes without replacing the human touch. We aim to leverage technology to maximize revenue.
Dino, thank you so much for taking the time to speak with us today, especially during this busy season leading up to Christmas and the end of the year. We truly appreciate it.
Thank you, Lana.
Dino: We take pride in the foundation we set 20 years ago when Bvlgari Hotels was established. A core value has always been authenticity, whether in materials, cuisine, or the guest experience. Today’s travelers seek genuine experiences and are willing to pay a premium for quality. From the linens in their rooms to the offerings in our gym and spa, everything must meet the highest standards. Guests expect authenticity, particularly at Bvlgari.
I completely agree that authenticity is a growing trend. What do you foresee for the future of the hospitality industry?
Dino: Travelers are looking for meaningful experiences, which can be simple to envision but challenging to implement. Successful brands, whether in cars, fashion, or watches, have maintained their essence for centuries, but achieving excellence consistently is difficult.
Another important aspect is the ingenuity of people. Today, guests value genuine interactions over scripted conversations. The term "bleisure," which combines business and leisure, reflects a trend where travelers blend work commitments with leisure activities, making it essential for hotels to adapt to these dual needs. We must understand when our guests want to experience the city or need to conduct business, providing a seamless blend of both.
Technology will also play an increasingly vital role. It should enhance guest engagement and streamline processes without replacing the human touch. We aim to leverage technology to maximize revenue.
Dino, thank you so much for taking the time to speak with us today, especially during this busy season leading up to Christmas and the end of the year. We truly appreciate it.
Thank you, Lana.
©️ 2025 Affinity Concept. Interviewer Lana Steux. All rights reserved.
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contact@affinityconcept.com
36, rue d'Antibes, 06400, Cannes
French Riviera – Monaco – Paris – Courchevel – Moscow – London – Geneva
To join the club, please direct your questions or requests by email or by direct line.
We will deal with your inquiry as efficiently and quickly as possible.
We will deal with your inquiry as efficiently and quickly as possible.
FR tel. : +33 6 65 34 15 70
RU tel.: +7 916 630 08 53
contact@affinityconcept.com
36, rue d'Antibes, 06400, Cannes
French Riviera – Monaco – Paris – Courchevel – Moscow – London – Geneva
RU tel.: +7 916 630 08 53
contact@affinityconcept.com
36, rue d'Antibes, 06400, Cannes
French Riviera – Monaco – Paris – Courchevel – Moscow – London – Geneva