Want to find out what it takes to work for one of London’s most sophisticated, chic, and luxurious hotels? Bulgari London’s Director of Human Resources, Michael O’Neill, sat down with hosco.tv to chat about Bulgari brand culture, what traits he seeks in talent, and what he sees as future trends and challenges in Human Resources.

O’Neill touts Bulgari’s service concept—defined as “informal yet impeccable”— as the absolute best: informal because employees are encouraged to be their genuine, authentic selves (read: not stuffy), and impeccable because they also execute at an extremely high level of service. O’Neill, who has worked in Human Resources previously with both Starwood and Four Seasons brands, says that at Bulgari recruitment is all about personality and attitude—training and development can come later. What he’s looking for now are candidates who have a genuine love for hospitality and who are “entranced” by creating nice moments for guests.

For O’Neill, the future of Human Resources in terms of attracting, developing, and retaining talent lies in employee engagement and the personalization of the work experience. Want to find out what he sees as the biggest interview faux pas? Watch the full video!