A large international hospitality group that focuses on innovation, sustainability and training puts guest protection, staff safety and infrastructure protection at the heart of its offering, choosing systems that do not interfere with the customer experience.
Leonardo Hotels, part of the international Fattal Group, operates over 110 hotels in Europe, with a strong presence in Italy as well. Its brand philosophy is based on authentic and warm hospitality: environments with a well-designed design, attention to detail and a welcome that makes every guest feel at home, with an eye always focused on sustainability and inclusiveness.
Leonardo Hotels and Raphael Carmon, Country Manager Italy & France, discussed how the chain addresses the issue of safety, by combining design, daily management and a future-based perspective.
“Today, the main needs revolve around three main pillars: guest protection, staff safety and infrastructure protection. The design must integrate video surveillance systems, intelligent access control, clear and clearly visible evacuation plans and certified fire protection systems right away. Day-to-day management includes continuous staff training, periodic emergency simulations at least once a year. The goal is to ensure a safe but also discreet environment, without compromising guest comfort”.
A central theme is being able to maintain the perception of hospitality without weighing down the guest experience: “One of the main difficulties is reconciling security and hospitality, preventing the guest experience from being perceived as ‘overly secure’. Another challenge is managing geographically distributed facilities with differing standards that need to be harmonised. In addition, there is the issue of rapidly evolving threats, from cyber to health risks. To overcome these obstacles, we rely on ongoing training and standardisation of procedures throughout the chain. Collaboration with local safety authorities is also crucial”.
Selecting technology partners is a strategic decision involving the consideration of several factors: “The choice of suppliers is based on several criteria: product reliability, after-sales support capabilities, flexibility in customisation, integration with existing systems and of course cost. We prefer partners who have experience in the Hospitality sector, because they know the specific dynamics and constraints. Another decisive factor is responsiveness in case of emergencies or the need for rapid intervention”.
Looking ahead, Leonardo Hotels invests in advanced technologies and an increasingly integrated and sustainable approach: “We strongly believe in the symbiosis between security and smart technology. The use of artificial intelligence for proactive monitoring and integration with mobile apps for the guest will be increasingly central. In parallel, the use of real-time data, while respecting privacy, will allow predictive security management. Another important trend is sustainable safety, i.e. solutions that guarantee protection while minimising environmental impact”.
