From Milan to Rome, Paolo Lemallo shares the leadership lessons, career-defining moments and people-first philosophy that help shape guest experiences at two of Italy’s most iconic luxury hotels.
Luxury hotels are often celebrated for their magnificent suites, Michelin-starred restaurants, impeccable service and extraordinary locations. Yet behind every unforgettable guest experience is something far more important: people.
In this episode of the Where2FromHere podcast, I sat down with one of the hospitality industry’s most respected leaders, Paolo Lemallo, Culture and People Director for The Dorchester Collection in Italy. Responsible for overseeing people and culture across two of the group’s most iconic properties — Hotel Principe di Savoia in Milan and Hotel Eden in Rome — Paolo offered a rare glimpse into what truly makes some of the world’s finest hotels exceptional.
While guests may remember the spectacular rooftop views over Rome, a flawless concierge recommendation or an unforgettable suite at Hotel Eden, Paolo believes the secret ingredient lies elsewhere.
“It always starts with people,” she explains. And after more than 25 years in luxury hospitality, she should know.
A Career Built on Passion
Speaking from Milan, Paolo reflected on a career that began almost by chance at the end of her university studies.
Like many successful hospitality leaders, she did not initially envision a lifelong career in hotels. Yet after stepping inside the industry for the first time, she quickly realised she had discovered something special.
“It was love at first sight,” she recalls.
That early fascination evolved into a remarkable career spanning some of the world’s most respected hotel brands, allowing her to explore multiple areas of operations before eventually discovering her passion for people leadership.
Her story serves as a reminder that hospitality is one of the few industries where genuine passion can open doors to extraordinary opportunities across the globe.
The Mentors Who Changed Everything
Throughout our conversation, Paolo repeatedly returned to the influence of great mentors.
It was during her time with Hilton that she encountered leaders who recognised her potential and encouraged her transition into human resources and organisational development.
Those experiences helped shape the leadership philosophy she carries today — one centred on empowerment, trust and helping others realise their own potential.
For Paolo, leadership is not about hierarchy or authority. Instead, it is about creating environments where people can thrive. That philosophy would later prove invaluable when she joined one of the world’s most prestigious luxury hotel groups.
Click here to hear from Ezio Indiani at Principe Di Savoia in Milan.
Joining The Dorchester Collection
In 2010, Paolo joined Dorchester Collection, a move she describes as transformative.
For hospitality professionals, The Dorchester Collection represents the pinnacle of luxury. The group includes some of the world’s most celebrated hotels, each known for exceptional service, distinctive character and unwavering attention to detail.
Properties such as Hotel Eden and Hotel Principe di Savoia have become benchmarks for luxury hospitality, attracting royalty, celebrities, business leaders and discerning travellers from around the globe.
Yet what impressed Paolo most was not the grandeur of the hotels. It was the culture.
She describes joining an organisation deeply committed to its people, one that genuinely invests in employee wellbeing, development and long-term success.
That commitment, she believes, ultimately translates into better experiences for guests.
Why Culture Matters More Than Ever
In today’s hospitality landscape, talent has become one of the industry’s greatest challenges.
Hotels around the world continue to compete for skilled employees while simultaneously trying to deliver increasingly personalised guest experiences. Paolo believes culture has become one of the most powerful differentiators.
When employees feel valued, respected and supported, they naturally bring greater energy, creativity and care to their roles.
Guests may never see the extensive people programs, leadership initiatives and employee development strategies operating behind the scenes, but they certainly feel the results.
The warm welcome at reception. The intuitive service. The team member who remembers a guest’s favourite coffee order months after their last stay. These moments do not happen by accident. They are the outcome of strong cultures built intentionally over many years.
The New Generation of Luxury Hospitality
One of the most fascinating aspects of our discussion centred on the changing expectations of younger hospitality professionals. Today’s workforce increasingly seeks purpose alongside career progression. Employees want meaningful work, flexibility, opportunities for growth and a genuine sense of belonging.
Paolo sees this evolution as a positive shift for the industry. Rather than viewing hospitality solely as a job, she believes the next generation is helping redefine it as a profession capable of delivering both personal fulfilment and global opportunities.Her own journey serves as powerful proof.
Over more than two decades, she has built an international career, worked alongside extraordinary leaders and helped shape the experiences of countless employees and guests.
Read more about hotel Eden in Rome here
The Human Side of Luxury
As someone who has spent decades reviewing luxury hotels around the world, I have often observed that the finest properties are rarely defined solely by their physical assets.
Luxury can be built. Design can be commissioned. Restaurants can be renovated. But creating a culture where people consistently deliver exceptional service is far more difficult. It requires vision, leadership and unwavering commitment. That is precisely what Paolo Lemallo has spent her career helping to achieve.
Our conversation was a powerful reminder that behind every great hotel is a team of remarkable individuals working tirelessly to create moments guests will remember for a lifetime.
And behind those teams are leaders like Paolo — quietly shaping cultures, nurturing talent and ensuring the world’s most prestigious hotels continue to deliver excellence year after year.
For anyone interested in leadership, luxury hospitality, people management or building high-performance cultures, this episode offers valuable insights from one of the industry’s most accomplished people leaders.
Click here for a video review of Principe Di Savoia
Listen to the full podcast
In this episode of Where2FromHere, Paolo Lemallo shares her extraordinary 25-year journey through luxury hospitality, discusses the culture that underpins The Dorchester Collection’s success, reveals the leadership lessons that have shaped her career and explains why people remain the ultimate luxury in modern hospitality.
Throughout her career, Paolo’s unwavering commitment to people has been a cornerstone, driven by her desire to nurture their growth and well-being, even when faced with challenges. “Every step has reinforced my belief that with a shared vision and collaborative spirit, any obstacle can be overcome,” she reflects.
Beyond her professional achievements, Paolo is a devoted mother to two children who share her love for nature and the outdoors. “They inspire me daily,” she says, “and I hope to empower them to find their own paths in life, just as I have found mine.”
Paolo’s story is not just about her success at the pinnacle of luxury hospitality, but also about the delicate balance she maintains as a hands-on mom and dedicated professional. Her journey is truly inspirational, offering valuable insights for anyone interested in the world of luxury hotels and the power of pursuing one’s passion.
