Truly, there’s no place like Rome. The Eternal City is forever a delight to visit for work or for pleasure. Over the past five years, the Italian capital has gone through a hospitality renaissance, with incredible hotels opening (or reopening) throughout its ancient center. This has forced every market participant to step up their game.
This past October 2024, one of us (Larry) was honored with the invitation to deliver two keynote speeches on trends in luxury hotel development at the annual Italian Hospitality Investment Conference (ITHIC). This year, the event was held at the Hotel Villa Pamphili Roma, an excellent, resort-style, 235-room property tucked away in the hills opposite the eponymous Parco Villa Doria Pamphili and away from the throngs of tourists frequenting the city’s numerous main sights. Managed by the Aries Group, the hotel features include a signature restaurant, lounge bar, rooftop restaurant, 17,000-square-foot conference center, 5300-square-foot ballroom, 8600-square-foot spa, semi-Olympic-sized outdoor pool (definitely a rarity for a city as old as Rome).
And befitting true Roman hospitality, the event was exceptional and highly memorable in every way. As conference attendees, it is often easy to get caught up in the educational sessions, speeches, panel discussions and networking that we forget just how much diligent preparation and fastidious yet invisible coordination goes in to make a meeting of this caliber go off without any hiccups.
In order to better understand the inner workings of the back of house, I sat down with the Food & Beverage Operations Manager for the Hotel Villa Pamphili Roma, Mauro Parravicini, to drill down into the specifics of what makes for a great conference. A part of the time since September 2021, Parravicini has seen firsthand the MICE travel boom that has occurred since the pandemic subsided, and it’s important for all hoteliers to sharpen their groups toolkit heading into 2025 in order to get the most out of this current experiential events boom.
Who is on your team?
My team is made of key players: Luca, my Restaurant Manager; Irene, who oversees breakfast; Flavia, our dedicated supervisor; and Andrea, the Executive Chef. Alongside them, we have an incredible support team of waitstaff, commis, bartenders, kitchen staff and interns. Depending on the season and business needs, our department grows from 25 to around 40-45 people, with some additional support from employment agencies.
What resources do you have regarding the number of people you can serve at once?
Our primary resource is a reliable team, with core staff hired directly by the hotel and additional support sourced from employment agencies during peak times. I also maintain an Excel file to monitor staffing costs, comparing them against our budget and the hotel’s service goals. This approach allows us to not only manage the flow of guests efficiently but also to consistently uphold the high standards of service our guests expect.
What are your goals when preparing for a large banquet?
My primary goal is to create an experience where guests feel genuinely at home, no matter the occasion. Beyond that, authenticity is essential; I aim to showcase the flavors of Rome through homemade dishes crafted from locally sourced ingredients. These goals align seamlessly with the hotel’s philosophy, as we strive to offer an experience that reflects both the warmth of Italian hospitality and the richness of local cuisine.
What is your process for planning an event?
Once I receive the event details from the events department, my core team and I review the Order of Service (ODS) to outline our approach. This begins with a series of meetings to coordinate every detail. I collaborate with our Chef to craft tailored menus, consult with the human resources manager to arrange additional staffing and work with the purchasing manager to secure any necessary items like glassware, decor or specialty tools.
We also make sure to devise a solid Plan B for outdoor events, knowing that while we can’t control the weather, we can certainly prepare for it. Once these logistics are in place, we gather the full team to walk them through their roles, ensuring everyone is clear on their responsibilities and, importantly, motivated to deliver exceptional service.
How do you work with catering sales to deliver the results you desire?
Catering sales play a pivotal role in a venue like ours. We prioritize customizing each request to understand and meet our clients’ unique expectations. This collaboration begins with a deep dive into the client’s vision, exploring every opportunity for growth and innovation – whether it’s experimenting with spatial layouts, refining service flows or optimizing personnel management – to ensure we bring their vision to life.
Throughout the event, we maintain close, ongoing communication with both the client and the hotel team. This continuous alignment allows us to adapt swiftly to any changes, ensuring that the service remains seamless and the experience exceeds expectations.
What can other hotels learn from your experiences?
Teamwork without a doubt! Guest satisfaction and the success of every event hinge on the collective effort of our entire team, regardless of individual roles. We’re fortunate to have a strong, professional and cohesive group that truly supports one another.
My advice to other hotels would be to invest time in nurturing your team, especially those with a desire to grow. Developing talent and fostering a supportive environment is never a waste of time; it’s an investment that pays dividends in the quality of service and the satisfaction of both guests and staff.
Is there anything else you want to add?
Ultimately, it’s the satisfaction of our guests and the recognition of our efforts that have led to this conversation, which is truly gratifying for me. But the real credit belongs to my entire team – a dedicated, skilled group that stands ready to adapt in any situation, which is essential in the fast-paced world of food and beverage.
Their commitment to guest care and hospitality allows us to showcase our full potential and elevate our reputation. It’s thanks to them that I have the privilege of sharing our story with you today.
