Over 30 years of career in the hospitality industry and countless adventures to tell. A wealth of experience and expertise, combined with a constant desire to challenge herself and never stop learning: these, in a nutshell, are the qualities that define the new protagonist of UNA è femminile.
Caterina Drosi, who today oversees Quality and Sustainability Initiatives for UNA Italian Hospitality, shares her story in the latest installment of our series dedicated to the more than 500 women working within Italy's largest hotel chain. Read her interview below.
Welcome, Caterina! At UNA Italian Hospitality, you manage Quality and Sustainability Initiatives. What does your role involve?
My main responsibilities include analyzing quality indices and the online brand reputation for both the company and individual hotels. I work with senior management to plan quality control and compliance activities, and I draft corporate procedures in collaboration with headquarters. Furthermore, I draw upon my 35 years of experience in the hospitality sector to support Hotel Directors and affiliates in implementing standard operating procedures. Finally, for the past few years, I have also been managing sustainability and its related projects.
That is quite a comprehensive list! Could you explain what you do in simpler terms?
Certainly! Every morning, I prepare for a long metaphorical journey across Italy that involves all our hotels. Before starting, I open a special "map" made of numbers and feedback from guests who have stayed with us. I analyze them like an explorer, trying to understand if travelers enjoyed our hotels, if they are satisfied with their stay, and ensuring everything went smoothly. Later, I consult with the Hotel Directors to plan our next moves: how to improve, what to change, and how to make our guests' stays even more special. Occasionally, I write down rules and suggestions so that everyone knows how to handle any situation. It is a bit like writing the perfect travel guide to ensure every guest is happy. Finally, I share my experience with directors and support the staff, helping them understand how to make every stay a memorable experience for anyone who crosses our threshold.
What is the best part of your job?
Without a doubt, it is the opportunity for continuous growth, despite decades in the industry. Every day brings new challenges that allow me to evolve and stay updated in a rapidly changing sector, especially regarding crucial themes like sustainability. Finding innovative solutions to unprecedented problems keeps my enthusiasm alive. Another fundamental aspect is the chance to share what I have learned with younger generations. I don't see this as a simple hand-over, but as an open dialogue where young people, with their fresh ideas and new perspectives, offer me food for thought. It is a journey of mutual growth. Finally, it is deeply rewarding to know that, through teamwork, we are building something of lasting value—not just for today’s guests, but for future generations, ensuring modern, inclusive, and sustainable hospitality.
And the most complicated part?
Without a doubt, it is finding the right balance between the technical, interpersonal, and communication skills required every day. On one hand, there is the need to stay constantly updated, especially in a sector like ours that changes rapidly, with evolving technologies and updating regulations. We must always be ready to face these innovations by adapting our facilities and services. This technical aspect can be demanding, but it is also stimulating because it pushes me out of my comfort zone and keeps me on my toes. On the other hand, however, there is the human aspect, which is often even more delicate. Every day I find myself managing a variety of personalities, all different, with needs and perspectives that do not always align. Knowing how to be empathetic, diplomatic, and available in every situation is fundamental, but not always easy. There are moments when you have to deliver a message—perhaps an uncomfortable one—without making anyone feel diminished or unheard. Communication becomes a sort of art, where it is not only important what you say, but how you say it and how you manage to involve others in the process. Then, there is the matter of availability.
Meaning?
In a fast-paced world, finding the time to listen to everyone and be present during key moments is not easy. It requires organization, but above all, a great ability to manage one’s own time and energy. You have to give the right amount of space to everyone and do so with authenticity, because people can tell when you are truly there for them. Perhaps the real challenge, however, is maintaining this interpersonal sensitivity without ever losing sight of the company’s objectives. It requires a sort of constant balancing act: being empathetic and understanding, but also determined and focused. In this sense, I think the most complicated part is finding this balance every day—between competence and humanity, between innovation and tradition, and between personal growth and supporting your colleagues.
Outside of work, do you have any specific hobbies or passions?
One of my hobbies is "Sensual Dance Fit," a dance and fitness program designed for women who want to reconnect with their sensuality and femininity. It combines sensual movements with fitness exercises to improve physical shape, coordination, and self-confidence.
If you could describe yourself in three adjectives, what would they be?
Passionate, organized, selective.
And if you could describe your company in three adjectives?
Elegant, Italian, eclectic.
What advice would you give to a young woman approaching the hospitality sector for the first time?
I would tell her that it’s fantastic! It is a dynamic sector that offers the chance to meet people from all over the world. If she loves working with people and is ready to challenge herself, she will find her place. It is important to have passion, know languages, be flexible, professional, patient, creative, and always positive. To build a career today, one must be open to change, embrace diversity, and adapt quickly to different cultural and professional contexts.
Professionally speaking, have you ever faced prejudices related to being a woman?
A few times, especially at the beginning of my career.
One last question. In your opinion, what measures should companies adopt to guarantee gender equality?
Companies should adopt concrete measures to promote an inclusive environment. Transparency in career paths is crucial so that women have access to the same growth opportunities as men. This can be facilitated through mentoring programs and targeted leadership support. Furthermore, corporate welfare policies—supporting maternity, the return to work, and the management of family responsibilities—play a key role. These elements, combined with a culture of awareness, are fundamental to reducing stereotypes and ensuring an environment where everyone can reach their full potential.