"The perfect luxury experience is certainly a beautiful elegant place with luxury furnishings and an outstanding view, a very good restaurant, and excellent top-class service. But in order to fill the box you need to have that extraordinary human factor that always makes the difference. My staff’s best skill is empathy. Luxury means a totally problem-free experience, from the moment the clients arrive to the moment you say, “arrivederci”. I always teach my staff to keep in mind that a guest’s problem is their problem and that we need to read their minds and deliver what they actually expect at that precise moment."