As cluster general manager of the three Starhotels in London Maurizio Redaelli was instrumental in the positioning process of the recently-opened The Franklin and the re-launch of The Gore, and The Pelham.
Right from his arrival in January 2017 he focused on three key ‘pillars’ of its business strategy for the hotel: number one was the establishment and consolidation of a complex managerial team that not only provided strategic direction for the critical areas but also identified synergies whenever these were suitable.
Next he carried out a rigorous analysis of the customer’s journey and experience in each property to identify ‘gap’ areas and intervene accordingly with the direct involvement of operation managers and relevant staff.
Finally he has created a motivating and rewarding work environment where everybody could grow personally and professionally while working towards the overall team objective.
Within this strategic platform much of his focus was also given to the re-calibration of the sales and marketing efforts, with a careful fine tuning of the chosen target audiences aimed at shifting from the intermediaries to the direct sources of business and with an intended attention to those high-end agencies with a proven track record for boutique hotels.
Simultaneously he also oversees and coordinated a significant refurbishment of The Gore and The Pelham with renovation of the facades of both hotels and most of their rooms, while both hotels trade in full operational mode which has allowed him to conclude the year with completely revamped properties, a motivated team and some important awards.