Spotlight interview | Luciano Nesello FIH

To celebrate a remarkable 50 years of Institute of Hospitality membership, we’re shining this month’s spotlight on Luciano Nesello FIH. We talk about his long hospitality career, his 25 years as a Fellow of the Institute, how hospitality has changed since he made the journey to the UK as a young Italian in the 70s and much more!

Thank you for taking part in this month’s spotlight interview Luciano! Can you take us back to the beginning of your hospitality career? Why did you first start working in hospitality?

I grew up in a small town in Italy where hotels were only open during the summer season. So, at the age of 15, while on school holidays, I was offered a job in a hotel restaurant as a trainee waiter. I felt the job suited my personality, as I believe myself to be sociable and I like to make people feel welcome. At the end of the season, in October, I joined the award-winning Hotel School in Stresa, northern Italy, and completed a three-year course in Hotel Administration, achieving the highest grade.

In 1973, I came to England with the sole purpose of improving my English. However, I fell in love with London and have remained here ever since.

Having realised that I needed to further my education, in 1976 I joined the HCIMA and attended Westminster College in Victoria to study the Intermediate HCIMA course (part time). I then completed the Final HCIMA by correspondence in 1980. In 1979, I was promoted to Duty Manager at the London InterContinental, Hyde Park Corner, and in 1981 I was elected a Member of the Institute, becoming a Fellow in 2001.

I had the privilege of working in 3, 4 and 5-star iconic hotels and prestigious private members’ clubs in London. Throughout my 50-year career, I gained a great deal of operational experience, met many interesting people and made friends for life. It has been a very rewarding journey.

Over the course of your career, hospitality has evolved enormously. What are some of the biggest changes you have witnessed in the industry, and which have had the greatest impact?

The main objective of the hotel industry has always been to provide for customers, and that is still the primary objective. However, from an operational point of view, it has changed a lot, and so has the education curriculum for the hotel industry.

When I graduated in Italy, IT was not part of the curriculum. I was taught to post charges manually or with a cash register. The Final HCIMA course also did not include IT.

In 1975, at the London InterContinental, the room status was managed using “The Rack”, which was a large board displaying all the room numbers and the names of guests. It was only in 1977 that the first computer was introduced, initially for room status only, with a property management system following a few years later.

So, I believe the greatest impact was the transition from manual systems to computerised systems.

When I took the Advanced Diploma in Hospitality and Tourism Management in 2013/2014, IT was part of the curriculum. And since I retired in 2019, AI is also playing a role in the hotel industry.

Looking back, are there any particular roles, moments or achievements in your career that you are especially proud of?

The role of Head Receptionist in a 5-star, 500-bedroom international corporate hotel like the InterContinental London gave me the greatest satisfaction. I was responsible for ensuring maximum occupancy for the hotel, and on several occasions I managed to fill all 500 bedrooms, achieving 100% occupancy.

I was also responsible for training 15 members of staff and, because of my knowledge and experience, I compiled a Reception manual which, at the time, was considered as a possible standard manual for IHC worldwide.

I am also very proud of achieving the Diploma in Advanced Hospitality & Tourism Management at the age of 60. It required a great deal of effort, but I succeeded.

You have also been a proud Institute of Hospitality Fellow for 25 years. What does Fellowship mean to you?

I am very proud and honoured to have been awarded the highest grade of membership by the IoH, as I admire and highly regard the Institute.

It means recognition for my professionalism, skills and experience.

Being a member of the IoH is also like being part of a big global family.

What advice would you give to younger professionals entering hospitality today, particularly those hoping to build a long and rewarding career in the industry?

While studying at hotel school in Italy in 1971, I wrote a small booklet on “Human Aspects of the Hotel Industry”, which I then updated in 1996. This booklet was placed in the school’s library for students to read.

In this booklet, I made the following suggestions, which are still relevant today!

1. Have an objective, a goal to aim for and work towards.
2. Believe in yourself.
3. Always keep yourself updated with the latest trends.
4. Learn the art of listening and communication.
5. Be passionate about what you do.
6. Be optimistic.
7. Make full use of your time.
8. Seek advice from a mentor.

I would also add that it is advisable to be part of an organisation such as the IoH, which provides valuable resources and information.

You are a regular attendee at our CPD and networking events. Which has been your favourite one and why?

I enjoyed all the CPD sessions at the “Above and Beyond” events, as well as the networking opportunities. The Fellows’ Dinner at the Royal Air Force Club was probably the most memorable.

What is one hospitality memory that still makes you smile today?

In the early days of my career, when I was young and working with an international team of a similar age, with similar interests and aspirations, at the London InterContinental Hotel, Hyde Park Corner, I remember the happy atmosphere and strong feeling of camaraderie. We shared many good laughs, and those memories still make me smile today.