In this issue, we shine the spotlight on Ms Giulia Leone, Shift Leader at the Grand Hotel Palace in Rome. Known for her radiant smile and uplifting spirit, Giulia’s warmth and sincerity leave a lasting impression on everyone she meets. A passionate traveller, she delights in exchanging stories with guests and creating meaningful moments for them. Her natural empathy and sweet personality make everyone feel right at home from the moment they arrive. Find out more about Giulia and how she makes every day brighter for guests and colleagues! 

Q) Please share a little about yourself.

My name is Giulia. I'm 36 years old and I was born in Rome, Italy. My family has a mix of southern and Roman roots — my father is originally from southern Italy, while my mother comes from a traditional Roman background.

I’ve travelled a lot thanks to my previous job as a flight attendant, which gave me the opportunity to explore different cultures and meet people from all over the world. I’ve also taken several solo trips to exotic destinations. I find solo travel incredibly empowering and eye-opening.

Q) When and why did you decide to join the hospitality industry?

l joined the hospitality industry in 2016. I started working in hospitality because I've always enjoyed working with people and creating positive experiences for others. After working as a flight attendant, I realised how much I loved the dynamic, international environment and the opportunity to connect with people from different backgrounds. Hospitality felt like a natural next step where I could continue doing what I love — making guests feel welcome, comfortable, and valued.

Q) When did you join Grand Hotel Palace Rome? What has your experience been like working at the hotel?

I joined the Grand Hotel Palace Rome in July 2019. Since then, it has been a truly rewarding experience. Working in such an elegant and historic property has allowed me to grow both professionally and personally. I’ve had the chance to work with a passionate and supportive team, and 've learned a lot about delivering high-level service in a luxury environment. Every day brings something new, and I really enjoy meeting guests from all over the world and helping create memorable stays for them.

Q) What does a day at work look like for you?

I usually start by checking the day’s schedule, reviewing guest arrivals and any special requests or VIPs. I then coordinate with different departments to make sure everything runs smoothly, from housekeeping to front office operations.

Throughout the day, I assist guests with anything they need, solve any issues that may come up, and make sure everyone feels welcomed and well taken care of. No two days are ever the same, and that’s one of the things I love most about this job!

Q) What do you enjoy most about your work? What are the challenging parts?

What I enjoy most about my work is the human connection — meeting people from all over the world, hearing their stories, and making their stay special. I find it very rewarding to know that I've played a part in someone’s positive travel experience.

As for the challenging parts, hospitality can be unpredictable. You have to be ready to handle last-minute changes, unexpected guest requests, or difficult situations with calm and professionalism. It can also be physically and mentally demanding, especially during high season.

Q) Any memorable experiences you would like to share with us?

Yes, one experience that really touched me was when a guest left a handwritten letter and a small gift to thank me for the care and attention I had shown during their stay. The guest had been traveling alone and mentioned that my kindness and professionalism had made the person feel truly welcomed and at ease. It was a simple gesture, but it meant a lot to me and reminded me of the positive impact we can have on someone’s journey. Moments like these are what make this job truly special.

Q) What can guests look forward to at Grand Hotel Palace Rome?

At the Grand Hotel Palace Rome, guests can expect a mix of timeless elegance and modern luxury. The hotel is housed in a historic 1920s building designed by Marcello Piacentini. Guests can enjoy elegantly furnished rooms and suites, delicious Italian and Mediterranean cuisine at the on-site restaurant, and a relaxing spa with wellness treatments and a fitness centre.

The hotel is within walking distance of Rome's historic landmarks, offering guests easy access to the city's rich heritage. What truly makes the experience special, however, is the dedicated and professional staff. The team at the Grand Hotel Palace is known for their warm hospitality, attention to detail, and personalised service. From the front desk to housekeeping and concierge, every staff member is committed to making guests feel welcomed, comfortable, and well cared for throughout their stay.

Q) What do you like to do outside of work?

When I'm not at work, I spend most of my time with my family and friends. Being with them is very important to me. I also enjoy going for bike rides by the sea and I really enjoy reading travel books that inspire me to plan new trips.