Be inspired and inspiring - leading the way with passion and purpose

With a career in the luxury hospitality industry which began over thirty three years ago, Francesca Tozzi has always pushed herself to take on new challenges and grow professionally. 

Today, as the General Manager of the Six Senses Rome, Francesca continues to both be inspired by the industry she works in, as well becoming a source of inspiration to those around her - including her team and colleagues at IHG. 

According to Francesca, her resilience and problem solving abilities are key to her success as a General Manager, helping her lead the way with passion and purpose. 

A lasting first impression of the luxury hotel industry

“My first experience of the luxury hospitality industry was on family holidays as a child. I grew up in Rome, Italy and my father had a friend who was a General Manager at a hotel in Chicago, USA. 

We would often stay at his hotel during the festive season, which was wonderful. From the beautiful surroundings and ordering room service, to listening to my father’s friend talk about his work managing the hotel - it definitely left a lasting impression on me!   

Years later, I studied marketing which led to an internship placement focused on banqueting and events management. I gained first-hand experience of how dynamic the hospitality industry could be and I began to consider it as a possible career path. 

Once my studies were completed, I successfully applied for a position as Sales Assistant in the commercial office of a luxury global hotel brand in Milan. 

My passion for travel, languages and adventure then paved the way for me to move to New York, where over the course of five years, I worked my way up to the position of Assistant Manager - Front of House and Housekeeping.

During that time, I would always push myself out of my comfort zone in order to take on new challenges. This included becoming a Night Manager for a period, so I could experience and understand all aspects of the hotel.” 

Returning home and stepping into the GM role 

“Following my time in the US, I returned to Italy and continued my career journey in the luxury hospitality industry, setting my sights firmly on becoming a General Manager. 

Once I began leading teams of over 100 colleagues and managing multiple departments, I knew I was on the right track!

When I was eventually promoted to the position of General Manager, it felt like a real milestone moment, after many years of hard work and training. 

Looking back now, I realise I wasn’t just developing skills but also an attitude and work ethic - to stay focused and resilient, always putting my best foot forward, even during challenging periods and long working hours.  

At the time, it was quite unusual to be a female General Manager, especially in Italy, and I was also fairly young - in my twenties - so it really felt as though I was breaking new ground. 

Over the years, I’ve spoken to many women in the industry who have told me they’ve been inspired by my career journey, which makes me feel extremely proud and adds to my motivation.  

I joined IHG over four years ago now, in my current position of General Manager, Six Senses Rome - which meant returning to my home city. 

Since then, I’ve felt a real sense of belonging in many different ways- as the company and brand ethos are very much aligned with what’s important to me, both personally and professionally.” 

Inspiring a more sustainable mindset 

“One of these aspects is a sense of ‘purpose’ in what we do and how we operate as a luxury property. 

Sustainability, for example, is fundamental to Six Senses and it has played a vital role throughout the refurbishment, opening and day to day running of our hotel - which is the first urban example of the brand in Italy.  

I thought I knew about sustainability before I started my current role but the Six Senses brand really takes this to the next level. We even have a dedicated ‘Sustainability Supervisor’ to ensure climate friendly initiatives stay on track and deadlines are met. 

There are multiple areas to be considered and updated - from waste management and recycling to energy efficiency. Becoming adept at problem solving is essential, because there is always another challenge to be addressed or improvement we can make. 

It’s part of the wider IHG ‘Room to Make a Difference’ ethos, which is something the whole team can get behind. At Christmas, a colleague even created decorations out of old laundry materials that would otherwise have been wasted.” 

Creating a culture of growth and belonging

“As a General Manager, the culture and environment we’re creating for both colleagues and guests is also hugely important to me.

I’m an advocate for equal opportunities and the importance of an inclusive team. Luckily I feel this is supported by the culture of respect, understanding and togetherness at IHG, which is underlined by the company’s ‘Room to Belong’ pillar. 

Career development has also always been fundamental to me, so I aim to make sure my team has every opportunity to grow and thrive. We run a comprehensive program of internal training and learning initiatives throughout the year. 

This focus is part of IHG’s wider ‘Room to Grow’ ethos - ensuring that colleagues feel important, included and rewarded. When my team feels cared for, it becomes easier for them to fulfil their potential and focus on creating outstanding guest experiences. 

My colleagues and I try to live and breathe the brand and company values in everything we do - sometimes before a big catch-up meeting we will take five minutes to meditate together before diving into our to-do list. It’s a small touch but I think it speaks volumes about how we are really trying to do things differently. 

Throughout my career there have been so many challenges and opportunities and I like to think I’ve approached both with equal enthusiasm and drive. That’s an attitude I hope I’m passing on to my team - while also respecting that everyone will have a unique route to achieving their goals.”