“True luxury is invisible. It lies in humanity and attention to detail,” says legendary hotelier Ezio Indiani

Your career in the hotel industry spans over 50 years. How, in your opinion, has the concept of luxury changed during that time?

In recent years, the concept of luxury has shifted from ownership to experience, from material value to emotional value. The goal is to make every guest feel part of a unique story, where tradition becomes a living value, rather than a static heritage. In particular, our people must develop the ability to spend time with guests in order to create meaningful relationships. Guests do not return to a hotel only for the efficiency of the service, the impeccable environment, or the high standards, but above all for the human connection with the people. Authentic luxury is often invisible: it lies in the ability to anticipate a desire, to understand a need without the need for words. Today, the gestures that truly win over a high-end guest are not necessarily grand, but personal – a recognisable room fragrance, a pillow chosen based on past preferences, a small gift linked to the history of Milan, or a genuine conversation with the person who welcomes them. These are discreet, yet deeply human gestures that create emotional memory and a sense of belonging. Service must be attentive to detail, but above all, it must show genuine engagement toward the guest. The excessive formality of the past gives way to a more personalised and authentic interaction. It is in these details that true luxury is revealed: in the art of making every guest feel unique, understood and remembered. They are the ones who truly make the difference!

 How would you describe the character of Milan and how is its energy reflected in the atmosphere of the Principe di Savoia?

Today, Milan stands as a global capital of design, fashion and business – making the luxury hospitality market both highly competitive and deeply stimulating. In this landscape, the fundamental pillars for a historical establishment are three: authenticity, innovation, and a culture of service, now enriched by a renewed focus on personal and collective wellbeing. From a communication standpoint, it is essential to tell the brand’s story with coherence and contemporaneity, highlighting a discreet and authentic form of luxury, one composed of excellence and humanity. Today, the language of wellbeing – understood as a balance between body, mind, and environment – has become an integral part of this narrative: guests seek places that convey harmony, sustainability, and a sense of belonging. In terms of the offering, wellbeing translates into multisensory experiences: advanced wellness concepts, spaces designed with natural materials and genuine light, culinary proposals focused on health and seasonality, and mindfulness and emotional regenerative paths. The goal is not merely to provide services, but to create an ecosystem of care and serenity, in which the guest feels welcomed and transformed. Finally, within the company culture, wellbeing is reflected in the value placed on people. Only a trained, motivated and self-aware team can embody a true culture of hospitality – one where attention to detail stems from inner balance and passion. Investing in human capital – through welfare, listening and personal growth – means ensuring the continuity of tradition while opening it to the future. In summary, today’s concept of luxury is not merely about comfort or aesthetics, but about conscious wellbeing: a harmonious dialogue between authenticity, innovation and care that makes every experience truly memorable.

 What is the magic of the “Italian approach” to hospitality that cannot be imitated anywhere else?

Italian hospitality is renowned worldwide, and the warmth conveyed to guests by management and staff is undoubtedly a major competitive advantage. The ability to offer genuine, spontaneous hospitality – whereas abroad it often requires more specific training – creates a natural predisposition for service that represents the true competitive strength of the “Italy” brand. Of course, cuisine, food and wine traditions, as well as the landscape are also aspects that can be easily promoted when compared with the competition.

 Which decisions do you consider to be the most fundamental in your career and why?

When I decided to accept the challenge of managing Villa D’Este, because immediately after that, I was asked to become GM of the Principe, which had been my dream since a child.

You often emphasise the importance of contented staff. How do you know that your team truly “lives” the hotel’s philosophy?

Over the years, I have learned that the most important thing is to build a strong, cohesive team to which you can delegate. Without delegation, you go nowhere. I know that the team I have built around me shares both my philosophy and the company’s values. What I ask of them is not only technical competence to perform their tasks, but above all, the ability to communicate and engage in dialogue with their colleagues.

How are you adapting to new guest expectations at Principe di Savoia – from sustainability and technology to a more personal approach to the stay experience?

Today's guests experience the hotel as a place to create relationships and networking, where things happen and memories are made to take home after their stay. Customers expect us to offer them unique and unrepeatable opportunities, gourmet experiences, art exhibitions and social events. Having magnificent rooms and suites is no longer enough: today the hotel is a place to be lived and enjoyed in multiple ways. Guests want advanced technology, but at the same time, it is not to be too evident. Guests want to be pleasantly surprised and they seek warm and personalised service. They like to be recognised and treated in an informal, yet professional way.  We are of course embracing the ESG philosophy and our guests can choose if they want the cleaning of bathroom and bed linen every day or every other day. We also replaced the plastic bathroom amenities with Wildsmith products, which are made in fine porcelain and are completely refillable. We removed the plastic bottles from all our F&B outlets and, in 2024, we received the Dream and Charme certification, to be recognised by Accredia as an ESG Sustainable Hotel.

Which detail or area of the hotel do you personally consider to be your greatest “showcase”?

The heart of the Hotel is Il Salotto, the place to be, where our guests can relax while enjoying a drink or a light meal. It perfectly embodies our sense of hospitality. Of course, the real difference lies in the people.

When was the last time you felt truly fulfilled in your work?

Two years ago when the Principe won the Passion Award, given to us by our company, Dorchester Collection, with reference to the year 2023. My team and I achieved the best results ever in terms of guest and staff engagement and in terms of financial results. From the guests’ point of view, the hotel’s employees put in place the value of working together and creativity, with a series of initiatives which made us become even more popular in the City of Milan. From our people’s point of view, we took care of them with “We Care” and social responsibility initiatives which were much appreciated.  It was a great achievement for myself, but also for all my people here at the Principe.

If you had to describe the “spirit” of the hotel in a few words, what would they be?

The Hotel Principe di Savoia is the perfect place where tradition meets modernity.

https://www.dorchestercollection.com