He Survived Brain Cancer—And Became Italy’s Most Celebrated Hotelier
Paolo Lorenzoni, longtime General Manager of The Gritti Palace, with a glimpse behind Venice's velvet ropes
Reading time: About 5 minutes
“Married to the Hotel”
It seems like everyone is talking about Venice right now. The world’s rich and famous descended onto the Grand Canal to watch a billionaire tie the knot… again. But long before the focus turned to wedding boats and paparazzi-lined palazzos, one man had already spent decades perfecting the art of welcoming guests to La Serenissima: Paolo Lorenzoni.
Recently retired from his longtime role as the General Manger of The Gritti Palace, Paolo is no stranger to hosting politicians, dignitaries, movie stars, royalty, and even tv crews — check out his starring role in the Venice episode of Eugene Levy’s The Reluctant Traveler series.
I’ve had the pleasure of knowing Paolo for many years, prior to Marriott’s 2016 acquisition of Starwood, and can honestly say that watching him take care of any guest—regardless of status, spending power, or surname—is a masterclass in generosity. He is beloved by visitors, revered by the GM community and a true icon of Venice in his own right.
Why should you listen?
While the world watched the nouveau riche nuptials, Paolo and I discussed another important marriage—his, to the hotel (at least according to his wife). His commitment was unwavering, and he discusses the importance of making guests feel seen (he greets every single person in the hotel bar each evening) and safe (providing his personal cell phone number to all in case they need anything). This wasn’t just a job to him—it was true devotion. Here are a few highlights from our conversation:
A Diagnosis That Nearly Ended Everything: Just as his career was reaching new heights, Paolo received a life-altering diagnosis: brain cancer. After surgery and intense physical therapy, he was offered what would become the role of a lifetime: GM of The Gritti Palace, just as it was about to undergo a multimillion-euro full-scale restoration. A testament to how the biggest moments of our lives may still be ahead of us.
Luxury’s Four-Letter Word: “Lean.” Paolo hates it, because to him it means cutting people. When budgets get trimmed, the guest experience suffers. No matter the economic climate, you can’t create magic without people.
The Best Ambassadors: Paolo’s effortless generosity—like upgrading guests to nicer rooms when availability allows—creates ambassadors. Those guests share stories of their incredible experience and encourage others to visit. I’m a good example of this: my husband and I had the privilege of receiving Paolo’s signature service when we visited for my birthday many moons ago. And still, to this day, I retell the story of staying at The Gritti as one of the best hotel experiences of my life.
Hospitality = Attention to Detail: When I asked Paolo about the best hospitality experience he ever had, his answer surprised me. It wasn’t opulent or glamorous, but all about the little things—like pouring a glass of wine from a freshly opened bottle, noticing when glasses are running low before they’re empty, and most importantly, addressing a guest by name.
What Comes Next? After 15 years leading The Gritti Palace, Paolo has officially retired. So what does he have planned for his well-earned retirement? You’ll have to listen to find out.
Favorite Quote from the Episode: “I learned a lot… I think in this industry, there is always something to learn. Even at my age, I'm 72 years old, I'm sure if I continue to work, there is someone that will say something new. You should [always] listen to the young people because today, the young people are much smarter than us. And sometimes, we don’t listen [to] them [enough].”
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Last Week on Suite Success
Have you caught last week’s inspiring conversation with Keir Weimer, Founder and CEO of Weekender Hotels, yet? Keir shares more than just the story of building a hospitality brand—he dives deep into creating a life you can be proud of, even when rebuilding from the rubble of past regrets. It’s about taking radical ownership of our lives, choosing growth over shame, and forging our own paths, especially when every door slams shut. His episode titled, A Life Rewritten After Tragedy: Weekender Hotels CEO on Sentencing, Sobriety and Starting Over, is available wherever you get your podcasts: Apple Podcasts, Spotify and YouTube.
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Until next week, here’s to your suite success.
xx Katie
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