Home » INTERVIEWS » Angela Focareta: Elevating Florence’s Iconic Hotels with Excellence, Innovation, and Sustainability

Saturday, July 12, 2025

In this interview, we sit down with the new leader of two iconic hotels in Florence—Hotel Calimala and Hotel Milu.

With a strong commitment to hospitality excellence, the leader’s strategic priorities for these two properties are centered on ensuring top-tier guest experiences, while maintaining the unique charm of each hotel.

The conversation delves into their approach to aligning operational standards, differentiating the hotels in a competitive market, and leveraging innovation to enhance guest satisfaction.

With a background that combines operational expertise and human resource management, the leader emphasizes the importance of building a robust internal culture, one that fosters teamwork and mirrors the exceptional service provided to guests. They also discuss how they plan to maintain each hotel’s individuality while adhering to the overarching vision of Milu Holding.

Additionally, the interview explores the role of sustainability in their business model and their commitment to providing sustainable, authentic experiences in line with the rising demand for experiential travel. As Florence continues to attract global tourists, the leader’s forward-thinking approach positions both Hotel Calimala and Hotel Milu as vibrant destinations, staying ahead of emerging trends and redefining the luxury hospitality experience.

You’ve just taken on the leadership of two iconic properties in Florence. What are your immediate priorities for ensuring consistent excellence across both Hotel Calimala and Hotel Milu?

In hotellerie, the guest experience always takes top priority, and making guests feel at home is essential through impeccable attention to detail such as cleanliness, efficient check‑in/check‑out, proactive and personalized communication, and empowered staff. While Calimala and Milu remain distinct in character, aligning their operational standards and staff training ensures a consistently exceptional stay that not only meets but exceeds expectations, reinforcing guest loyalty, brand reputation, and revenue.

Given Florence’s position as a top global tourist destination, how do you plan to further differentiate your hotels in such a competitive hospitality market?

We aim to distinguish Hotel Calimala and Hotel Milu by positioning them as boutique lifestyle hotels offering curated experiences, local partnerships, and highly tailored guest journeys. Our differentiation stems from twisting Florentine storytelling, personalized boutique-level hospitality, distinctive design, smart technology, and sustainable practices, creating a unique offering that meets the needs of modern travelers.

Your background includes both operations and human resources. How do you approach building a strong internal culture that reflects in guest experience, particularly with two teams now under your leadership?

As a leader with experience in both operations and human resources, I view internal culture as the beating heart of the guest experience. To ensure cohesion between the teams at Hotel Calimala and Hotel Milu, I focus on four pillars that I consider fundamental: open and transparent communication to foster an environment where every team member feels heard and valued; continuous training and professional development by investing in training programs that go beyond technical skills; recognition and appreciation of the team and the individual; and, last but not least, I strive for a work-life balance.

Hotel Calimala and Hotel Milu each have distinct identities. How do you maintain their unique brand personalities while aligning them under the Milu Holding vision?

While celebrating the distinct identities of Hotel Calimala and Hotel Milu, we are committed to ensuring consistency with the vision of Milu Holding through an approach that combines creative autonomy and shared standards. Each hotel maintains its unique personality, while adhering to central operational, aesthetic and cultural guidelines. As a GM everything starts from recruiting the right staff for each hotel and continuing with training, consistent design and targeted marketing strategies, ensuring a consistent and authentic customer experience. This balance between individuality and cohesion reinforces our commitment to excellence and authenticity.

What role does innovation play in your guest experience strategy, and are there any upcoming initiatives that travellers can look forward to in the coming year?

Innovation is at the heart of our hospitality strategy. In line with the emerging trends, we are implementing advanced technologies to deliver personalized and seamless experiences, we are checking new softwares and features that can improve guest experience and make their stay more comfortable and easy to use.

With the continued rise in experiential travel, how are you curating more meaningful and immersive experiences for guests staying in the heart of Florence?

In a context where experiential tourism is growing rapidly, we are committed to offering authentic and engaging experiences that reflect the rich Florentine culture. Our concierge department first tests all local services that could offer a unique experience. We like to seek niche and personalized experiences, to allow our guests to immerse themself in the true Florentine and Tuscan culture. Our ‘rule’ is not to offer a service unless we have tried it personally first, myself included.

Sustainability is becoming increasingly important in tourism. Are there any plans to enhance environmental or social responsibility initiatives across your properties?

Both hotels have started partnerships with local artisans and producers to offer authentic and sustainable experiences, promoting the Florentine cultural and artisanal heritage. We are constantly looking for new projects and collaborations that can make our structures increasingly sustainable, both from an environmental and social point of view.

A significant initiative is already in development and we are confident that we will soon be able to share it with our guests, further consolidating our commitment to responsible and conscious tourism.

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Tags: Angela Focareta, boutique hotel management, boutique hotels Florence, experiential travel Florence, Florence hospitality, Florence hotels, Florence tourism, guest experience, Hotel Calimala, hotel innovation, Hotel Milu Florence, luxury hotels Florence, Milu Holding, sustainable tourism