Congratulations to Giuseppe Formica, the general manager at One Star Fiola, the 2023 MICHELIN Guide Washington, D.C. Service Award Winner!
Fun, buzzy, inspirational, and nostalgic—these are the vibes you get when you dine at Fiola. What makes this possible? Lively energy from the bar, executive chef Antonio Mermolia’s playful and seasonal menu, and the front of house team's excellent service and hospitality. "It is our mission to create not just an experience—but a lifelong memory," Formica adds. "We go above and beyond service, and this is the feeling you will remember."
Below, the award winner explains that hospitality philosophy and the biggest misconception about his role as a general manager.
What is a typical night at the restaurant?
A typical night at Fiola feels fun, energetic, inspirational, and nostalgic. These are the key components that we want every guest to feel from the moment they walk through our door until the moment they leave.
Upon arrival, guests feel the energy of the bar with sounds of laughter, glasses toasting, music, and of course the sounds of people tasting and enjoying executive chef Antonio Mermolia’s playful and seasonal aperitivo selections. Once they move to the main dining room, the sounds of the bar begin to fade as a more cozy and intimate experience awaits,
The kitchen is a fundamental part of the experience; Chef Antonio and I strive to create a dining experience that represents a menu that showcases his history and experiences, but it also connects with my own childhood. We aim to maintain a balance between the nostalgic and the modern during every moment that the guest is with us.
What goes into preparing each night?
Proper preparation is a key factor of our service, and a lot of time goes into preparing for it each night. We aim to learn all we can about our guests—from past phone calls, emails, recent visits, and any other interactions that we may have had with them. This allows us to tailor the experience as best as we can for each guest .
Communication is also crucial. I am always collaborating with the chef to create special items that guests have requested or things we can surprise them with. Communication with the team is vital to make the experience unparalleled. It’s important to take time each day to remind our team of the goals of the night and to repeat our core culture.
Lastly, we all take the time to sit down together for a moment of rest and to have a family meal as a team. This allows us to reconnect yet and remember what we are here to do and why we are here to do it.
What's your favorite part of the guest experience?
My favorite parts are the beginning and the end. Guests arrive with certain expectations of the night, but they leave even more surprised.
The beginning starts with a special card waiting on the table, personally handwritten and addressed to them, and recognizes anyone in their party who is celebrating. It’s always a good feeling to watch them light up when they see their names on the table and know it’s been prepared for just them.
During the dinner, we like to also find opportunities to surprise people; whether it be with something on our menu we have overheard they really want to try, or with something we make especially for them, maybe something they had eaten on their last trip to Italy. There is a story-telling element to this approach that is at the core of what we do.
At the end, we wait for our guests at the door to make sure they have all their belongings and give them a special gift—their breakfast for the next morning.
What does "really good service" mean to you?
There is a difference between service and hospitality.
Really good service is the perfect delivery of the meal, from setting down the correct silverware for each course, to serving the dish at the exact perfect angle and temperature, to the right guest at the exact same time.
Hospitality is how we make our guests feel; it’s the fun, energetic, inspirational, and nostalgic experience that we want every guest to experience when they dine at Fiola. It’s how we go above and beyond service, and this is the feeling you will remember. It is what chef Fabio Trabocchi has taught and instilled in all of us; it is our mission to create not just an experience—but a lifelong memory.
How are you able to keep the team calm?
Keeping the team calm is all about trusting them. Once you’ve laid out the vision, you can trust they will maintain it. There is a shared vision of what we want Fiola to be, and we know that it requires all members of the team to carry out that vision.
What is the biggest misconception about your role?
The biggest misconception about my role as a General Manager is that I’m not present on the front lines of service—for both our guests and employees. To maintain the vision of the restaurant, it is important for me to lead the team personally, and to make sure that every guest sees and speaks to every one of us, including me as the general manager. I am present at every single table every night to personally check in with the guests and make sure that their experiences are exactly as they had anticipated.
The importance of respect for the team is also important—from the chefs to the captains to the dishwashers. As a general manager, it is my job to connect with everyone at Fiola, even if they are in a different department or reporting directly to one of my other associates.
