Interview
Raffaella Bastianini
Hello Raffaela,
The École Hôtelière de Genève is honored to welcome Raffaella Bastianini as patron of the Autumn 2024 graduating class. With a rich and varied career in the hospitality sector, Raffaella has worked her way up through prestigious establishments around the world, to her current role as General Manager at YOTEL Geneva Lake.
Her international experience and ability to rise to challenges, particularly when opening a new establishment, make her an inspirational figure for the new generation of hospitality professionals. In this interview, we discover the lessons she has learned over the course of her career, her vision of leadership, her outlook on the future of the sector, and her advice for young talent.
Looking back over your career, you've worked in prestigious establishments and led teams in a variety of contexts. If you had to sum up your career in one sentence, what would it be?
Believe in yourself and persevere, while giving yourself the means to succeed.
What motivated you to pursue a career in hospitality, and especially to aim for such strategic positions as General Manager?
The opportunity to put my vision of luxury to work for prestigious establishments, the pride of leading a team, and the passion of accomplishing a meaningful mission have been the driving forces behind my career in the hotel industry.
Over the years, I’ve held a variety of positions within various hotel establishments, acquiring solid experience in all operational aspects, in both accommodation and catering. I’ve had the chance to work in a variety of environments, from luxury hotels to more mass-market-oriented establishments, which has enabled me to develop an in-depth understanding of the needs and expectations of customers from all walks of life.
My commitment to operational excellence and my constant focus on customer service have earned me successive promotions, enabling me to climb the ladder to senior management positions. Each step along the way has provided me with new skills, valuable lessons and opportunities for professional growth.”
My experience and my passion for delivering an exceptional customer experience piqued my interest in General Manager positions. It puts me in a different dimension, allowing me to make strategic decisions and make a difference, while nurturing the talents within my team, guiding them towards collective and individual success.
Which of your experiences has changed you the most, either personally or professionally?
In fact, two of my experiences transformed me into the person I am today.
Firstly, having stayed at the Hôtel Plaza Athénée Paris, which was the starting point for my passion for hotels and excellent service, where every detail is studied.
And secondly, my time at the Sofitel Washington DC Lafayette Square, where I learned about team management and Empowerment, which formed the basis of my Leadership.
Not forgetting that this is where I met my husband, the father of my children.
Opening a new establishment like the Yotel Geneva Lake is always a major challenge. What was the most complex situation you encountered during the pre-opening period, and how did you manage to turn it into a success?
Since I joined Yotel to open the Yotel Geneva Lake, I’ve obviously been faced with a number of challenges, such as the opening of the establishment itself, with the hazards of new construction, local regulations, staff recruitment, and positioning the hotel in the region.
By tackling these challenges proactively and putting solid action plans in place, while maintaining high operational standards, this opening has been achieved in good spirits.
However, one of these challenges required us to be particularly inventive. In just 15 days, we had to rearrange our lobby so that we could serve breakfast while waiting for the restaurant to open, without a kitchen or catering team!
To meet this challenge, we had to know how to deal with the unexpected and be creative in finding solutions. The key element, I believe, was our focus on clear communication and effective collaboration between the various departments. In addition, we have established strong partnerships with reliable suppliers and external service providers to ensure smooth and efficient implementation of operations.
It’s also important to stress that I was not alone in overcoming this challenge. Success in the hotel industry, as in many other sectors, relies heavily on a strong, well-organized team, and it’s a real honor to lead such a talented team that contributes daily to the hotel’s success.
Is there a difficult decision you've made in your career that, in hindsight, proved decisive for long-term success?
Yes, one of the most difficult decisions of my career was to leave Monaco, where I had a stable job, and move to New York with no job in sight. This bold choice proved decisive, as it opened up unexpected opportunities and considerably enriched my professional experience, enabling me to rise to more influential leadership positions and develop a more global understanding of the hospitality industry. This step was crucial to my long-term success.
How do you handle the pressure of your responsibilities, especially when opening a new facility?
When you’re a General Manager, you take on a role with a lot of responsibility, and pressure is an integral part of your daily life.
To deal with them, I rely on rigorous pragmatism, a proven methodology, and the importance of surrounding myself with the right people.
I build and maintain a relationship of trust with my employer and my teams, which is essential for smooth communication and to ensure the necessary support in busy times. In addition, I ensure that every team member is fully engaged and supported, enabling everyone to contribute effectively to the achievement of our common goals.
As General Manager, how do you define leadership in a sector as demanding as the hospitality industry? Is there a fundamental principle that guides all your decisions?
My vision of leadership in the hospitality industry is the art of uniting diverse talents around a common goal, by creating the conditions that enable each person to give their best.
In a sector as demanding as the hospitality industry, where customer expectations are constantly evolving, it is essential to embody an inspiring presence, capable of transforming challenges into opportunities and motivating teams to always strive for excellence.
A fundamental principle at the heart of my Leadership is: “Leading by Example”.
By leading by example, I can inspire my teams to adopt a proactive, responsible attitude, aligned with our shared vision.
So this principle is not just a method; it’s a philosophy that gives meaning to expectations and fosters a collective dynamic focused on excellence.
How would you describe your management style?
I think I’ve managed to be demanding but fair.
I value trust, while maintaining strict control over process compliance. I firmly believe in the importance of setting clear objectives and maintaining high standards, while providing my team with the support and resources they need to excel.
This approach not only guarantees the quality and consistency of the services we offer, but also fosters an environment where accountability and continuous improvement are encouraged.
You've been chosen as the patron of the Autumn 2024 graduating class of the École Hôtelière de Genève. What does this mean to you, and what messages or values would you like to pass on to this new generation of hospitality professionals?
Above all, it’s an honor for me to guide, motivate and share my experience with this new generation of hoteliers, the professionals of tomorrow!
The message I want to pass on to these future hospitality talents is centered on the importance of strong values, the need to invest fully in their profession, and encouraging them to believe in their chances, despite the obstacles.
As I often say, “All roads lead to Rome”. Don’t be afraid to take a different path to achieve your goals.
I want to encourage them to adopt an ethical and sustainable approach to hospitality, to value excellence in service, and to understand that success is often the fruit of shared passion and unwavering commitment.
I also encourage them to remain open to change and innovation, so as not only to keep pace with developments in our sector, but above all to stay ahead of them.
What is your perception of the new generation entering the hospitality industry? What do you see as their key strengths and aspirations?
This new generation brings a breath of energy and innovation. These professionals of tomorrow are exceptionally open-minded, adaptable and driven by a genuine quest for meaning.
Unlike previous generations, they are not content to follow established routines. Their strengths are undeniably their digital agility and collaborative spirit, and they aspire to rapid progression, but it’s important not to forget that flexibility and experience are at the heart of our business.
Outlook and future
What advice would you give to students at the École Hôtelière de Genève who are just starting out in the hotel business?
Be patient: Hospitality is a field where experience is built over time. Every position, no matter how small, is an opportunity to learn and grow.
Observe carefully: Whether it’s customer interactions or internal processes, observing will enable you to understand the dynamics of your working environment and anticipate needs before they are explicitly expressed.
Meet deadlines: In our industry, meeting deadlines is crucial. Whether it’s preparing a hotel room in time for a new customer or responding to a special request, the ability to effectively manage your time and meet deadlines is fundamental.
Develop a strong network: Establish professional relationships with colleagues and industry leaders. These connections can offer valuable advice, growth opportunities and much-needed support along your career path.
Cultivate respect and courtesy: Hospitality is essentially a service oriented towards others. Respect and courtesy towards customers and colleagues are essential to creating a positive experience and a harmonious working environment.
By integrating these principles into your daily practice, you’ll lay the foundations for a successful and fulfilling career in the hospitality industry.
To conclude, what are your next goals, both professional and personal?
My professional objectives are to pursue my career by cultivating excellence and perseverance in my work in order to continue to achieve ambitious goals, strengthen my expertise and encourage innovation and sustainable projects.
These goals reflect my desire to continue evolving as an authentic leader, engaging in professional development and maintaining a healthy work-life balance, while continuing to inspire and motivate others on the path to success.
