A journey through professionalism, empathy and attention to detail

There are places where hospitality is more than just a job, it is a real way of life. The reception at Hotel Tritone is one of those. It is here that every stay begins, where the first smile marks the transition from everyday life to the wellness experience that awaits the guest.
In this interview, we tell you the story of Andrea, who for over 17 years has been welcoming guests with professionalism and warmth.

Andrea, how long have you been part of the Hotel Tritone team and how did your journey here start?

I’ve been part of the Hotel Tritone team since January 2008. My journey here started almost out of nostalgia: while I was finishing an internship in a travel agency in Leipzig, I realised that I really missed the hotel environment, the human contact, the pace of the reception.
I had already worked in another hotel in the area and wanted to return to that ambiance where I felt truly at home. That’s why I sent out some CVs to the hotels in the thermal basin, and the Tritone put its trust in me.
We got on with each other right from the start, and here I am, still with the same passion.

Reception is often the first point of contact between the guest and the hotel. How do you feel about this responsibility and what does ‘welcome’ mean to you?

For me, a welcome means entering into a relationship with the person in front of me, making them feel comfortable, as if they were at home.
Working for a good 17 years at the Tritone, I have learnt that each guest has different needs, but all seek attention and human warmth.
That’s why I try hard every day to remember guests’ wishes, to reserve their favourite room, to offer a late check-out when possible, to keep track of accounts and to provide advice on what to visit in the surrounding area.

Is there anything that you think makes the way people work at the Tritone reception special?

Yes, I believe there really is something special about the way people work at the Tritone reception: the understanding between colleagues, a fellowship built up over time and which is also reflected in the service we offer guests.
Over this long journey, I have been fortunate to grow not only professionally, but also as a person, thanks to the example of the owners, signora Poli and Dr. Walter Poli.
With their vast experience in the world of hospitality, they passed on to me core values such as attention to detail, respect for the guest and a sense of responsibility.
It is also because of them, as well as the cohesion of our team, that I now think of the Tritone as a second home.

In your role, you are in constant contact with people from all over the world. What are the requests or questions that strike you the most?

Over the years, I must admit that nothing surprises me any more: every day, different and new requests come in.
This, however, is a positive sign, because it indicates to what extent guests truly feel at home at the Tritone.
When a customer asks you to help them check in online for their flight, get them a bouquet of flowers or tickets for a concert at the last minute, you realise that it is more than a simple request for a service, it’s a sign of total trust.

Do you have a particular anecdote or memory related to a guest that still makes you smile?

Once, a foreign guest came to reception and asked if we had… ‘a spaghetti expert’!
I thought it was a joke, instead he really wanted to learn how to eat it ‘like an Italian’, after he had stained his shirt the night before when trying to roll it round his fork.
The next day, we improvised a little lesson in table manners.
He came back to thank us saying: “Today I ate without making a mess!”.

What do you think guests appreciate most about the experience at the Tritone, from the moment they check in to the final goodbye?

I think guests especially appreciate the feeling of being looked after with care, but discreetly, from the very first moment.
During your stay, what really strikes you is the harmony between the departments: reception, spa, restaurant, bar, rooms…
The customer never has to ask twice, and that, in a 5-star hotel, makes all the difference.
The attention is constant but never intrusive.
Then there is the human relationship, which is built day after day.
This is perhaps the strongest point of the Tritone experience: high-level professionalism combined with human warmth.

Combining professionalism and human warmth: how do you maintain that balance between discretion and closeness in hospitality?

The key is to respect personal boundaries: always offer a sincere smile, help and be available, but never lose sight of your professionalism.
Every guest is different: some want a more distant relationship, others appreciate more informal chats and a warmer approach.
That’s why I try to be very careful with the signals I receive, to calibrate the right distance at all times.
It is an interplay of empathy and mutual respect, which creates an authentic and pleasant relationship, where the guest feels truly welcomed but also free to enjoy their own experience calmly.

Is there anything you’ve learnt from being at the reception desk that you also take away from work, into your daily life?

Working in reception at the Tritone has taught me much more than handling bookings or solving problems.
Above all, I’ve learnt the importance of listening and patience: everybody is different, with unique needs and moods, and learning to read these signals is crucial.
I also carry this awareness with me into my private life, because it’s made me more empathetic and patient with those around me, both in my family and among friends.
I realised how important it is to put yourself in other people’s shoes, to try to understand without judging, and to always find the best way to communicate and work together.