Markus Granelli
‘Califano’ – the name evokes a hidden gem in Italy with cottages near a serene lake, where locals buy fresh tomatoes from market stalls across the street and Vespas weave through narrow alleys.
It’s one of those grey autumn days – it is drizzling outside and the wind is blustery, blowing the golden leaves from the trees. You might try and call it mystical; however bleak is probably more accurate. But step into the lobby of the Dolder Grand in Zurich and that feeling disappears instantly. There’s a sense of grandeur that leaves you feeling awed and the friendly faces of the staff greet you with warm, genuine smiles.
here, Markus Granelli stands relaxed and ready. He is the General Manager and under his arm, he’s holding a folder with three pages of prepared answers for potential topics we might discuss today. He likes to take care of business first thing, early in the day. That way, he can devote the rest of his time to the hotel, his guests and his staff.
Walking through the five-star property with Granelli, you can sense how he genuinely values his team’s opinions: ‘I can’t be a specialist in everything, so I attach great importance to the voices of my experts, such as the florists. For instance, the in-house florist studio is Granelli’s favourite place in the hotel. It always smells of fresh flowers and the team works with a calm passion that’s contagious. ‘A wonderful spot to take a moment and breathe.’
Next stop is the staff canteen. It looks more like a stylish café – ultramodern, with cozy seating areas. Employees should feel at home; apples and lemon or ginger water are freely available to all. It is important to Granelli to give something back to the staff. He believes that if you don’t enjoy your work, you cannot do it well. As he walks through the halls, he greets everyone by name – a pat on the back here, a quick joke there and even a high-five. One of the housekeeping staff is getting a cleaning robot ready. Technology doesn’t replace people, he says, but it helps them work more efficiently. If a robot cleans the corridors, staff has more time for our guests.
A key to his success lies in his humility and I get a clear sense that the staff of over 580 employees truly appreciate their general manager. Granelli has served as General Manager of the house, with its 125-year legacy, for the past seven years. He has been responsible for welcoming personalities from around the world – those seeking peace, inspiration and something extraordinary with warmth and compassion. Three objects hold special meaning for Granelli:
1. A vintage hotel key
2. A tennis racket
3. Chopsticks
The small key reminds him of all the people who have shaped the hotel: ‘To me, it symbolises the responsibility of carrying on this legacy while staying open to new things.’
The tennis racket stands for balance, especially when he’s playing on the court with his kids – his way to unwind. And the chopsticks? They symbolise a big part of his life.
Granelli spent many years working in Singapore, immersed in Asian culture. That is also where he met his wife, Angela. His fascination with Asia is reflected in the Dolder Grand’s omakase restaurant Mikuriya.
Chopsticks represent much more than just eating – for Granelli, Asia is a second home.
Granelli Q&A
Favourite hotel besides the Dolder Grand?
The Raffles in Singapore, my former employer. A hotel with a rich history and unmistakable character.
Favourite celebrity guest?
I particularly appreciate those who, despite their fame, remain approachable and can carry a genuine conversation on equal footing. Mick Jagger really stood out to me.
Most unusual guest request?
Rihanna wanted to go ice skating in the middle of the night. So we opened the Dolder ice rink just for her. She had the whole rink to herself. That’s a moment you
never forget.
Most beautiful moment?
When Justin Bieber asked if he could sit at the piano. He did – and played for our guests as if it were the most natural thing in the world.
One big name missing from The Dolder guest list?
Rather than naming one person, I wish for guests who are curious and will experience our hotel with open eyes. People who appreciate art, cuisine and atmosphere. Creating these kinds of moments – that’s the ultimate for me.
No one really?
Okay, I admit ABBA would be great.
The wind has picked up and turned into a full-blown autumn storm. But guests at the Dolder Grand barely notice. Because Granelli and his team are doing what they live for – making their guests happy.
Words Felix Pal
Images Elena Steness
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