Venezia Spiagge S.p.A., owned by the Municipality of Venice, manages and promotes the Lido’s island coastline, providing high-quality beach services in a tourist setting that is unique in terms of history, culture and local identity.
The company coordinates various operational areas – reception, cleaning, maintenance, security, commercial services – with the aim of combining management efficiency, sustainability and customer care, especially in an environment characterised by strong seasonal flows and an international clientele.
During the 2025 season, Venezia Spiagge requested a comprehensive observation and organisational analysis, aimed at obtaining an objective snapshot of the operational, relational and professional dynamics at work in the various coastal facilities.
The goal of the project was to observe the different activities taking place on the coast and to liaise with the various representatives in order to highlight areas of excellence, areas for improvement and structural issues affecting service efficiency, customer experience and people’s well-being.
The intervention was divided into several phases that took place between March and September 2025, combining field observation, active listening, process analysis and discussions with management and operational staff.
Different methodologies were used:
Initially, a systematic mapping of daily activities was carried out with the aim of understanding the actual functioning of workflows, coordination between departments, the status of services and the critical issues perceived by users.
The work was guided by a key principle at every stage: to give the Venetian coastline a service that reflects its uniqueness and the excellence that characterises its history and tradition.
The direct involvement of staff fostered a climate of collaboration and greater awareness of their role in the overall system.
Field activities made it possible to closely monitor the quality of reception, queue management, staff courtesy, care of spaces, management of commercial areas and responsiveness at peak times.
Particular attention was paid to the corporate climate and the quality of collaboration between colleagues and departments. Communication methods, the distribution of workloads, priority management, cohesion and staff motivation were observed.
Observation, comparison and constant presence in the area have made it possible to:
The analysis highlighted an organisation rich in energy, professionalism and skills which, if properly harnessed, can contribute to a significant improvement in the quality of services offered along the Venetian coastline. The management’s focus on listening, continuous improvement and putting people first provides a solid foundation for undertaking a structured and forward-looking development process.
The 2026 season is therefore a strategic opportunity to translate this potential into tangible results through targeted actions focused on skills, processes and organisational culture. Along this path, Venezia Spiagge will be able to increasingly assert its role as a benchmark in the Venetian seaside resort sector, promoting a model of excellence that is recognisable and consistent with the vocation of the territory.