Understanding guests is one of the skills that truly sets a hotel apart from its competition. When luxury five-star boutique hotel The Hari saw that they had an influx of guests who were coming to the capital for the sold-out Eras tour, they made sure Swifties felt right at home by creating a welcome video featuring their staff singing Taylor Swift’s hit ‘You Belong With Me’.
General manager Francesco Sardelli explained: “Our dedicated team and personalised service is unmatched. Every guest is made to feel at home, whether that’s welcoming them by name, offering their favourite drink on arrival, or surprising them with tailored amenities. They always leave feeling pampered.”
Sardelli joined The Hari earlier this year, taking over from former GM Andrew Coney, whose reign spanned nearly a decade. Situated in Belgravia, The Hari is a welcome escape for genteel guests who value their privacy whilst still being close to the beating heart of the city. With 71 rooms and 14 suites, guests can kick back and unwind in their private spaces with marble bathrooms, bespoke furniture, and feather-soft beds.
A native of Puglia, Sardelli shares that his long career in hospitality happened completely by chance. Whilst working as a lounge supervisor at the JW Marriot Grosvenor House in London, he turned down a promotion as he didn’t see a future for himself in the industry. A few months later, the general manager, who saw a real potential in him, gave him the promotion anyway. “To this day, I still look back and feel indebted to the GM for his persistence,” he says.
Persistence is a characteristic that Sardelli himself emulates. He dropped out of school due to his inability to focus, only realising later in life that he demonstrated all the symptoms of ADHD. He then decided to move to London, despite speaking no English, and enrolled in an exchange programme. He credits his time living with an amazing host family for helping him master the English language and opted to extend his stay in London. He joined the University of Westminster as a mature student and graduated with a BA Honours in marketing.
LLM writer Ina Yulo Stuve speaks to Sardelli about introducing new changes at the hotel and why sustainability is so important to the team.
What made you decide to join The Hari?
I had been keeping a close eye on The Hari for many years, but I knew that the former GM Andrew Coney had no intention of leaving this magnificent property. It came as a huge surprise when I got the call asking if I was interested in the role of general manager. Of course, my response was “OH YES, PLEASE!!!”
What do you think makes London the ideal destination for the luxury traveller?
London is without a doubt one of the most prestigious cities in the world. It offers unique and exquisite experiences, amazing shops, and some of the world’s best restaurants. It also has some of the finest cultural exhibitions and events that cater for some of the most discerning travellers. It is truly one of a kind.
Sustainability is a big focus for the hotel team. Could you dive deeper into the sustainability programmes that The Hari is running?
Sustainability has always been ingrained in the culture of the hotel. Our efforts have been highlighted by our Silver Accreditation from Earth Check and being named the seventh Most Sustainability Hotel in the World by TripAdvisor’s Travellers’ Choice Awards.
As a business, we understand that luxury must respect Mother Earth, and it is our responsibility to ensure guests’ expectations are met, with minimal impact on our planet. It is about respecting and safeguarding our environment for future generations. Some programmes that we are running include sustainable turndown gifts, eco-friendly and guilt-free treats in our mini bars, a new range of ethically-sourced luxury in-room cosmetics, 100% carbon-neutral glass bottled water, and partnerships with local charities and communities, to name a few.
You’ve had some fresh new changes at the hotel recently, namely a new chef and renovation! Could you tell me more about all this?
In every business, you must continue to evolve and keep up with current trends and customer demand, and hotels are no different. Similar to fashion, we need to keep maintaining and upgrading our products and offerings in order to stay fashionable.
The soft refurbishment and uplift in our guest rooms has given us a fresh new look and feel that will make the guest’s stay more pleasant and comfortable. The new colour scheme is light and calming, which gives a sense of tranquillity and peace, allowing our guests to relax and recharge, which is becoming increasingly important in today’s day and age.
Our new executive chef, Angelo Albera, is originally from Piedmont, and he brings with him a whole new menu offering, highlighting some succulent Italian dishes. Guests can now expect some Italian classics with the likes of paccheri in spicy Calabrian ‘ nduja ragù, Stracciatella, grilled octopus with charred peppers, Taggiasche olives and basil, as well as our iconic tiramisu, served tableside.
Is there a particular business skill you’re currently trying to master?
I think it’s incredibly important to continue improving and learning new skills, as we can always better ourselves as individuals. For me, personally, I continuously invest time in developing myself as a person, so I can lead by example, and better my team. Even before COVID, I have been learning about emotional intelligence, and how I use those skills to improve those around me. I have a passion for coaching, and this is an area that I have been and will continue to develop, through the use of internal and external training.
If you were to put together a one-day itinerary for some guests, what would you have on the agenda?
First things first, I would recommend that our guests wake up in the comfort of our studio king suite – it’s a personal favourite of mine – and enjoy a leisurely morning using our luxurious and eco-friendly amenities and cosmetics by IIUVO. They should then head down to il Pampero, and enjoy The Hari Breakfast, with freshly baked pastries, Italian coffee and delicious a la carte items.
Next, they can head down to the Southbank for a refreshing riverside stroll, or even a bike ride using The Hari bicycles, and soak in the breath-taking views of the city. Shortly after, they can make their way to the Tate Modern and enjoy all the innovative pieces of artwork in the gallery, which is complimentary to visitors.
They would have most likely worked up an appetite by now, so I would recommend lunch at Wiltons, known for the finest seafood and game since 1742. It is the perfect English establishment! After lunch, they should make their way to Knightsbridge or Sloane Street for some shopping therapy with an abundance of designer stores and independent shops. Also, you cannot visit London without experiencing the famous Harrods at least once.
With shopping bags in hand, they should head back to the hotel, and recharge with a glass of bubbles and an early dinner in either our authentic Italian restaurant, il Pampero or the beautiful Garden Terrace. A quick refresh, and then off to The Royal Albert Hall for an evening show or The National Theatre, depending on the time of year, followed by a nightcap in the intimate and casual Hari Bar.
Does The Hari have any exciting plans on the agenda for the rest of the year?
We, of course, have The Hari Art Prize. After the remarkable success in 2023, it will be held for its third consecutive year, celebrating the global roster of artistic talent in London. This year it is set to be a far bigger and more competitive affair. We are also continuously working on new projects and initiatives, so I would say watch this space!
Factbox
The Hari
Address: 20 Chesham Pl, London SW1X 8HQ
Phone: 020 7858 0100
Website: thehari.com/london
