The first of the Bulgari Hotels to open, Bulgari Hotel Milan is an oasis of luxury in the very heart of Milan with lush gardens and a unique sense of prestige and serenity. Accessible by a private road, Bulgari Hotel Milan has an impeccable reputation which it has seamlessly maintained from the day it opened. The level of consistency both in product and service is truly impressive. It is not only the guests who feel proud to be a guest of the Bulgari but also the staff who exert the same sense of pride.
Goffredo Dell’Appennino started his career as a waiter ”I could barely hold a tray and here I am today, leading the team” he tells me with a sense of humbleness and humility which is of the essence at Bulgari Hotels. ”At Bulgari, we believe in nurturing talent and we have so many stories of success. We are truly blessed to have transitioned the pandemic and now this international context, without any major challenges with staffing. You know, Bulgari Hotels supported all staff during the entire pandemic”
I ask him about the competition and it is with humility that he gives his insights, although I realise he is at current to every single move by the competitors. This is of the essence not only to keep up but anticipate market trends. It also shows there is no ‘laying on laurels’ or being arrogant. ”Competition is also in other destinations where our guests choose to travel. We need to understand the dynamics”
”We had an exceptional 2023, exceeding pre-pandemic levels and I expect a very strong performance in 2024. Milan as a destination has grown from strength to strength, ever more diversified and so much more than Salone del Mobile and the Fashion Weeks. I am confident in how Milan has been maintaining its upscale positioning, attracting an increasingly diverse traveller whether it is the Swiss or the Germans to enjoy a car drive or those arriving on long distance flights” add Goffredo,
”We maintain our product with an almost obsessive attention to detail. We do not believe in shutting down the hotel or part of it. You see we changed the outdoor furniture also overhauled the landscape but it is almost barely visible”. When it comes to aesthetic or furnishing improvements, ultimate comfort is primary, whether it is about the perfect blackout, the water pressure in the shower or the silence of the AC. Mention must be made that Bulgari Hotels command the best beds and the finest bathrooms among all luxury hotel groups worldwide.
As we were enjoying the outdoor terrace which is always abuzz, I has the pleasure to meet Mieke, the executive housekeeper of Bulgari Hotel Rome which opened last year. Mieke started at Bulgari Hotel Milan and is probably one of the best in her field, having grown generations of outstanding professionals. She proudly introduced the new housekeeping manager who recently transferred from Bulgari Resort Dubai. I paused for a second and I realised how lucky I am to have met such rare professionals.
Like housekeeping, service is an art throughout the entire hotel, each and every job elevated to a métier status which is so rare nowadays. The younger generations disregard hospitality as a prestigious career which it deserves and conveys a sense of respect. Always with a bright smile, each and every staff are effortlessly attentive, caring, intuitive and most efficient. Their energy and enthusiasm is critical for the ultimate luxury. ”We take a lot of time and attention to follow the trajectory of each staff”, Goffredo tells me.
Bulgari Hotels is about a unique lifestyle that stems from desirability. ”The Bulgari brand is instrumental in the way each property is conceived. It is also tradition, craftsmanship and creativity which command an exceptional admiration” he tells me. Each property has been designed by Italian architects Antonio Citterio Patricia Viel, with the same set of DNA being implemented at each property – furnishings of outstanding quality, most of them by prestigious Italian firms custom made for Bulgari Hotels.
”Over 45% of our guests are returning guests, most of them know precisely which room or suite they prefer but also which table or seat at the bar. We cannot be more proud of their patronage and we are incessantly seeking to come up with ways to improve their experience each time we welcome them. We strive to provide the highest standards of personalised and individualised service.” I could not help but observe how staff at nearby tables address guests ”The same as yesterday?” or at times referring to the year past
”The expansion of our chain is essential for building brand awareness and reaching more guests. Tokyo (Bulgari Hotel Tokyo) is such an impressive property. I remember visiting the site when it was in the early days of planning”. Goffredo expresses with pride. ”I am proud that quite a few exceptional staff at Bulgari Hotel Rome actually worked with us before. We are like a family in the most real sense of the word” And indeed, this was the same feel I had, staying at the hotel at full capacity but without the smallest glitches.
Introducing Michelin starred Chef Niko Romito at all Bulgari Hotels has been a major boost for the chain, with Italian cuisine at its finest. It is once again consistency and coherence which has played a very important part. Superb quality of ingredients and authentic dishes with a twist accompanied by service at perfection levels have turned Bulgari Hotels into fine dining gourmet destinations, reflecting ‘Italianita’ – the Italian heritage, which is subtly intertwined throughout the entire hotel.
For the last part of our enriching conversation, Goffredo takes me to see the new gym and salon. I was speechless, it was not just another gym, but a state-of-the-art futuristic environment and equipment sensibly conceived for the pro’s but also for those with a lesser take on fitness – lacquered wood, sophisticated lighting and perfect AC are just some of the many exquisite details of the new space. The salon is equally elevated, with luxurious interiors defined by mesh and metal textures.
Oliver Petcu in Milan
Goffredo Dell’Appennino, General Manager, Bulgari Hotel Milan
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