Interview with Massimo, the Beating Heart of the Tower

At Antica Torre Tornabuoni, it’s not just the historic walls, breathtaking views, or artistic details that make a stay unique. What truly makes the difference are the people, with their dedication and authenticity.

Among them is Massimo Ancilotti, our housekeeper, who for us is much more than a colleague: he is the beating heart of the Tower, its positive energy, and that genuine joy of welcoming that guests can feel from the very first encounter.

We wanted to dedicate this space in our newsletter to him, to share his story, his bond with the Tower, and the special way he experiences each day alongside us and our guests.

Massimo, can you tell us how your journey in the hospitality world began and how you came to Antica Torre Tornabuoni?

I was responsible for the laundry and ironing service in a cooperative for disadvantaged people and we also did some laundry for the Tower. When the laundry closed, the Tower was looking for someone, and that’s how my journey with the Tower began.

What was your first impression of the Tower? What did you think when you first entered this special place?

My first impression was entering a beautiful place, which also scared me a little because I wasn’t used to this type of work. But I was welcomed by my colleague Carmela, who taught me, took care of me, comforted me, and introduced me to the world of hospitality.

What does it mean for you to work here, in a place with so much history and charm?

Working in such an important property means being more responsible in what I do, always paying attention to the details, and trying to do things as well as possible.

You’ve been called “the beating heart” of the Tower. How do you feel about this recognition, and how do you bring your humanity into your daily work?

I thank you for this recognition. I always try to bring a human dimension to my work—both with objects, like the rooms and the “home” in general, and with the guests. I always try to offer a glance, a conversation, to know if everything is fine, if they are happy, if the room is in order. And I try to help people as much as possible with whatever they need, always with respect for their privacy.

Your workday surely has many different moments: which part gives you the greatest satisfaction?

Definitely when I see that guests appreciate my work, or when I feel I’ve done something right—whether it’s preparing the rooms, putting things in order, or solving a guest’s problem.

Hospitality is a key word at Antica Torre Tornabuoni. How do you try to convey this feeling to our guests?

When a guest makes a request, I feel the responsibility to see it through to the end. When their needs are met, they feel truly welcomed.

Do you have an anecdote or special memory of a guest that has stayed with you?

We were hosting two sports presenters for an important football event in Florence. The presenter, a beautiful foreign woman who spoke perfect Italian, was in her room when I knocked to ask if I could clean. I found her desperate and in tears because her colleague had not given her the program in time to prepare properly. I comforted her and suggested she pray if she was a believer, and I was happy to see that my words helped her feel better.

How does your relationship with your colleagues contribute to creating that unique atmosphere guests perceive?

When we have a good relationship among colleagues, we work better, and guests can feel it. That’s why I always try to have dialogue and share in everyone’s needs so that we can support each other.

In your opinion, what’s the secret to making every guest feel “at home” in such an elegant and historic place?

It’s about trying to meet people’s needs while also being grateful that they chose to stay with us. Even when we’re overwhelmed, we must always keep an eye on the guests’ needs and be open to their requests. If we do that, the guest notices and feels at home.

Looking to the future, what do you hope for yourself and for Antica Torre Tornabuoni?

I hope everything will always go well, that the positive atmosphere we have now will continue, and that we’ll always be able to solve problems with serenity.

Massimo’s words remind us that hospitality is not only about impeccable service, but above all about heart, care, and human warmth.

Thanks to people like him, Antica Torre Tornabuoni is not just a place to stay, but a true home away from home.

A special thanks to Massimo, our “Tower superhero,” for the enthusiasm and passion he shares every day with guests and colleagues.