VIDEO: A hotelier’s long-term learnings from COVID

Back in early 2020, Italy was one of the first countries to deal with the devastating, widespread impact of the COVID outbreak. By March 9, 2020, the entire country was in lockdown.

At the time, PhocusWire talked to Giancarlo Carniani , manager of three hotels operated by ToFlorence Hotels and also Phocuswright’s analyst for Italy. It was an emotional discussion as Carniani shared the impact he was experiencing both personally and professionally as a result of the deadly pandemic.

One year later, in March 2021, PhocusWire followed up with Carniani . At that time Florence was still largely closed – after a brief re-opening in 2020 - and without revenue to pay staff, Carniani was himself taking care of the properties. As the hotels reopened later in 2021, new challenges arose such as managing more phone- and walk-in customers, a lack of international guests, revised cancellation policies, enhanced cleaning protocols and still – difficulty finding workers.

During Phocuswright Europe 2022 , Carniani sat down with PhocusWire editor in chief Mitra Sorrells in the PhocusWire Studio to discuss the current situation in Florence and challenges and opportunities for hoteliers more broadly.

Watch the full discussion below.