In this exclusive interview, we sit down with Christian Goller, the award-winning General Manager of Santre Dolomythic Home, named one of the TOP 100 Hotel General Managers of the World in 2024. With years of experience in the luxury hospitality industry, Goller has a unique perspective on what it takes to create memorable experiences for guests while navigating the ever-evolving landscape of high-end travel.

He shares his insights on luxury and industry trends with Alexander Chetchikov, President of the World Luxury Chamber of Commerce;  a global authority in luxury excellence, and discusses how he has positioned Santre Dolomythic Home as a leader in providing personalized, world-class service.

Alexander Chetchikov: How do you define luxury in today’s hospitality landscape, and how has your definition evolved over the years?

Christian Goller: Luxury in today’s hospitality landscape transcends mere opulence and extravagant amenities. It has evolved into an experience that embodies personalization, authenticity, and emotional connection. While guests once sought luxury through the finest furnishings and exclusive services, today’s discerning travelers value tailored experiences that resonate with their personal preferences and aspirations. This shift towards experiential luxury has led us to focus not just on what we offer but also on how we make our guests feel during their stay. At Santre Dolomythic Home, a family-run hotel that I operate together with my brothers, we strive to create an atmosphere where guests feel understood and appreciated, allowing them to create lasting memories.

AC: What makes Santre Dolomythic Home stand out among other luxury hotels, and how do you ensure guests experience something truly unique during their stay?

CG: Santre Dolomythic Home stands out due to its harmonious blend of natural beauty, thoughtful design, and exceptional service. Nestled in the breathtaking Dolomites, our property offers a unique setting that captivates the senses. We ensure that each guest’s experience is unique by taking the time to understand their individual needs and preferences. This starts with our personalized pre-arrival communication, where we gather information to tailor their stay. From customized itineraries that explore stunning surroundings to curated culinary experiences featuring local flavors, we focus on creating moments that are distinctly personal. Our team is trained to anticipate guest needs, ensuring that every detail, no matter how small, contributes to a unique and memorable stay.

AC: In your opinion, what are the key elements that transform a service into a luxury experience?

CG: The key elements that transform service into a luxury experience include personalization, attention to detail, and genuine hospitality. Personalization means understanding the individual preferences of each guest and tailoring the service accordingly. Attention to detail involves not only ensuring that every aspect of the guest’s experience is flawless but also that the little touches—such as remembering a guest’s name or their favorite beverage—create a sense of belonging and care. Finally, genuine hospitality, characterized by a warm and sincere approach, fosters trust and connection between staff and guests. At Santre, we empower our team to deliver service that feels intuitive and heartfelt, as we believe that true luxury lies in the emotional connections we forge.

AC: How do you approach personalization in luxury hospitality, and what strategies do you use to exceed guest expectations?

CG: Personalization in luxury hospitality begins long before the guest arrives. We employ various strategies to gather insights into our guests’ preferences through pre-arrival surveys and direct communication. This information allows us to anticipate needs and create tailored experiences. For example, if a guest indicates a passion for hiking, we can arrange personalized guided tours that explore the local trails. We also maintain detailed profiles for our repeat guests, enabling us to offer familiar comforts and new surprises. Additionally, our team is trained to be observant and attentive, allowing us to pick up on cues during the guest’s stay. By exceeding expectations, we aim to create those “wow” moments that transform an excellent experience into an extraordinary one.

AC: As a General Manager, what do you see as the most significant challenges facing the hotel industry today?

CG: One of the most significant challenges facing the hotel industry today is adapting to changing guest expectations. With the rise of technology, guests are increasingly looking for seamless and convenient experiences, from online booking to contactless service. Balancing this demand for technology with the personal touch that luxury hospitality is known for can be challenging. Additionally, sustainability is becoming a critical concern for travelers, and hotels must find ways to implement eco-friendly practices without compromising on quality. At Santre, we are actively working to integrate sustainable practices into our operations while ensuring that our guests continue to enjoy exceptional service and comfort.

AC: How do you keep your team motivated and aligned with the vision of providing top-tier service in a highly competitive industry?

CG: Keeping our team motivated starts with fostering a positive and collaborative work environment. We invest in ongoing training and development to equip our staff with the skills and knowledge necessary to excel in their roles. We emphasize the importance of our shared vision for providing exceptional service, and we celebrate individual and team successes regularly. Open communication is crucial; we encourage feedback and ideas from our staff, as they are on the front lines and understand guest needs intimately. We also promote a culture of empowerment, allowing team members to take ownership of their roles and contribute to the guest experience actively. By aligning our team’s goals with the broader vision of Santre, we cultivate a sense of pride in our work that translates into outstanding service for our guests.

AC: What trends do you see shaping the future of luxury hospitality, and how is Santre Dolomythic Home preparing for these changes?

CG: Several trends are shaping the future of luxury hospitality, including a heightened focus on sustainability, wellness, and technology integration. Guests are increasingly seeking experiences that align with their values, particularly regarding environmental consciousness. At Santre, we are committed to sustainable practices, such as sourcing local ingredients for our restaurant and implementing energy-efficient systems. Wellness is also becoming paramount, with travelers prioritizing mental and physical well-being. We are enhancing our wellness offerings by incorporating activities like guided meditation and wellness-focused culinary options. Additionally, we are exploring innovative technologies to enhance guest experiences, such as mobile check-in and personalized digital concierge services, while ensuring that these advancements complement the personal touch we pride ourselves on.

AC: What role does sustainability play in the luxury experience, and how do you balance eco-consciousness with delivering the highest levels of comfort and exclusivity?

CG: Sustainability plays a crucial role in the luxury experience, as more guests are looking to support businesses that prioritize environmental responsibility. At Santre, we believe that luxury and sustainability can coexist harmoniously. We carefully select eco-friendly materials in our design, implement energy-efficient practices, and source products locally to reduce our carbon footprint. Our commitment to sustainability is supported by our GSTC certification (Global Sustainable Tourism Council), which confirms that we adhere to strict standards for sustainable tourism. This certification demonstrates our responsible approach to the environment and our dedication to preserving local cultures.

This commitment to sustainability enhances the luxury experience by providing guests with a deeper connection to the environment and local culture. We strive to show that being eco-conscious does not mean compromising on comfort or exclusivity. For example, our wellness offerings incorporate locally sourced organic products, and our culinary team emphasizes seasonal ingredients. This approach not only benefits the planet but also enriches the overall guest experience.

Thank you, Christian! Goller’s vision for Santre Dolomythic Home and the luxury hospitality industry is rooted in a passion for excellence, innovation, and sustainability. His commitment to creating extraordinary guest experiences and driving the industry forward has set him apart as one of the world’s top hotel managers. As the landscape of luxury hospitality continues to evolve, Goller’s leadership ensures that Santre Dolomythic Home remains at the forefront, delivering personalized and meaningful experiences for every guest who walks through its doors.

To learn more about Santre Dolomythic Home, visit https://www.santre.it/en/