Amassing 30 years in the hospitality industry, including 15 years in managerial positions at Hilton Hotels and Resorts, Matthias Welzel has worked across Europe, the Middle East and Asia and is now settled in his role at Hilton Lake Como in Italy.
Born in 1973 in Germany, Matthias graduated from the hotel management school in Munich and started his career as an apprentice in Munich before becoming chef de rang in Zurich’s Hotel zum Storchen in Switzerland. In 1996 he moved to the Mandarin Oriental Hyde Park in London in the same position. The next stop was The Berkeley Hotel in 1997 as assistant back of house manager, before moving to the renowned London department store Harrods in 1999, where he worked as assistant restaurant manager, restaurant manager and as assistant food and beverage finance manager. As assistant food and beverage manager, he was part of the opening phase of the Crowne Plaza London – The City from 2001 and moved to The Savoy Hotel in London in 2002, where he left in 2004 as food and beverage operations manager.
In 2005, he moved to Asia to work at The Andaman Hotel in Langkawi, Malaysia, as director of food and beverage. Two years later he returned to London and finally joined Hilton Hotels and Resorts as director of operations at the Hilton London Tower Bridge. He then worked in this position at the Hilton Malta on the Mediterranean island from 2010 to 2013 before moving within the group to the Waldorf Astoria Jerusalem in Israel in April 2013. From 2015 to 2022 he managed the Hilton Vienna Plaza as hotel manager in Austria before assuming his current role as general manager of the Hilton Lake Como in Italy.
We caught up with Matthias to find out about the changes he’s made since arriving at Hilton Lake Como, his advice for younger hoteliers and where you’ll find him on holidays.
Tell us more about the types of guests that are staying with you? What changes are you seeing in the travel industry with guests visiting Lake Como for this summer?
Lake Como, renowned for its stunning scenery and luxurious charm, attracts a diverse range of guests throughout the year. We host luxury travellers who like to indulge in Terrazza 241 gourmet dining experiences, and appreciate our exclusive activities, such as private boat tours and personalised excursions in the city of Como and its surroundings. Romantic getaways guests who reside at the Hilton Lake Como for romantic retreats, honeymooners and those celebrating anniversaries appreciate our romantic dinner options, spa treatments, and scenic accommodations with lake views.
For our adventure seekers, the destination offers a great variety of outdoor activities such as hiking, biking, and water sports, which are also enjoyed by families with children looking for a relaxing yet engaging holiday. For our cultural enthusiasts we arrange visits of historical villas, museums, and engaging cultural tours. However, I do not wish to categorise types of guests as we like to focus on each and every one’s individual desire and expectation from us as a hotel and from our beautiful destination.
Personalised experiences, in addition to health and wellness, continue to be a trend in the travel industry for this year, and therefore we encourage guests to explore lesser-known areas and villages around the lake. The sustainability focus and increasing demand for eco-friendly accommodations and sustainable travel options delights us, as we have adopted various green practices, such as reducing plastic use and offering organic food options.
As a father of two and a long-time hotelier career with Hilton. How do you balance work and family?
Balancing an ambitious career in the hospitality industry with family life, especially as a father of two, requires planning and effective time management. I enjoy and benefit from a strong support system within my family and love what I do professionally with passion, therefore I am able to create a harmonious balance that nurtures both my professional ambitions and my family relationships. Self-care and my personal well-being are key and I maintain my physical and mental health through regular exercise, adequate sleep, and mindfulness practices to ensure I have the energy to meet both work and family demands.
You started working at Hilton Lake Como in May 2022. What are the biggest changes that you have made at the hotel since then? What have been the hardest challenges?
Since starting at Hilton Lake Como in May 2022, I have implemented several significant changes aimed at enhancing guest experiences, improving operational efficiency, whilst fostering a more engaged and motivated team. I am a passionate team player who empowers his professional and dedicated colleagues as we strive to continue our journey at Hilton Lake Como together.
We introduced a range of personalised guest services, such as tailored itineraries, bespoke dining experiences, and personalised welcome amenities. We upgraded the hotel’s technology infrastructure to include mobile check-ins, digital concierge services, and enhanced messaging service for our guests. Furthermore, we partnered with local suppliers to source food and amenities, reducing the hotel’s carbon footprint and supporting the local community. Likewise, we undertook renovations of various areas, including the lobby, restaurants, and spa, to maintain the modern style of our facilities and enhance the overall guest experience.
We also expanded wellness offerings with new spa treatments, fitness programmes, and wellness retreats to cater to the growing demand for health and well-being experiences, which I mentioned before. I fine-tuned the development of our team with training programmes focused on customer service excellence and cultural awareness to ensure all team members are well-equipped to meet diverse guest needs.
Your hotel has a very successful rooftop restaurant, Terrazza 241, and Hilton Lake Como has recently introduced an Italian street food pop-up throughout summer – October along with a year-round vegan menu. How important is F&B to your business and what are the biggest trends you are seeing on the culinary side with your guests?
Food and drinks play a crucial role at Hilton Lake Como as we welcome local and international guests 365 days a year to the various venues. Our offerings, including the renowned rooftop restaurant Terrazza 241 and the new Italian street food pop-up, significantly enhance the guest experience and contribute to our hotel’s overall appeal.
The rooftop setting of Terrazza 241 offers not just a meal, but an experience with stunning views and a vibrant atmosphere. Terrazza 241 offers experiential dining, as guests are increasingly looking for unique and immersive experiences. We notice a growing desire for authentic and locally-sourced dishes, hence the introduction of our street food concept as an additional dining venue to the Terrazza where guests appreciate our focus on Italian street food. Offering diverse and high-quality culinary options makes, in my opinion, Hilton Lake Como a preferred choice for both leisure and business travellers.
You have a strong track record of retaining staff at Hilton Lake Como. Why do you think this is when top-service is increasingly inconsistent in the luxury travel market?
At Hilton Lake Como, our strong track record of retaining team members can be attributed to several key factors that collectively create an environment where colleagues are valued, motivated, and committed. We invest significantly in the training and professional development of our team members. This includes regular workshops, skill enhancement programmes, and opportunities for career advancement. Employees feel empowered and equipped to deliver an attentive and authentic service.
A positive work environment, recognition and rewards, competitive compensation and benefits, career growth opportunities and a genuine caring and open-minded leadership approach with diversity in mind throughout our organisation, contributed to achieving first Place in Italy, Great Place to Work, for the second year in the row.
If it’s your first trip to Lake Como, what do you have to experience?
Well, there are several must-see attractions and activities that capture the essence of this beautiful destination. I can highly recommend a Lake Como boat tour to appreciate the lake’s stunning scenery from the water. Many tours offer stops at various towns and villas along the lake. For those who enjoy hiking, the Greenway is a scenic walking trail that takes you through various villages, providing beautiful views of the lake and countryside. From a culinary point of view, a must is to enjoy the Italian aperitivo preferable at Terrazza 241 or in any local place. These experiences provide a well-rounded introduction to the natural beauty, cultural richness, and culinary delights of Lake Como.
Hilton Lake Como recently launched the ultimate gentleman’s getaway, a luxury escape for groups of men, and bambinimoons, one last trip for couples in style before the baby arrives. What is next?
I am glad to learn that Hilton Lake Como is recognised for its innovation of guest experiences. After recent successful launches of the ultimate gentleman’s getaway and bambinimoons, we have introduced wellness offerings such as Yolatis, aqua gym experience in our heated infinity rooftop pool. A new culinary journey will be launched linked to the ultimate private dining, so watch that space for further details. These offerings will attract a diverse array of guests, enhancing Hilton Lake Como’s reputation as a destination that offers memorable experiences.
What would your advice be to younger hoteliers wanting to have a career in hospitality?
The hospitality industry is dynamic and constantly evolving. Let’s be patient, open to change and adaptable to new technologies, market demands, and guest preferences. For younger hoteliers aspiring to build a successful career in hospitality, I would suggest gaining diverse experiences and work in various roles within the industry to understand different aspects of hotel operations.
Excellent customer service is the cornerstone of hospitality. Therefore, the development of strong interpersonal skills and empathy must be considered in addition to leadership skills which become increasingly important. Last but not least, work has to be enjoyable and rewarding, a career is a personal journey, and you never stop learning, and this is why working in the hospitality industry is so exciting and enjoyable for me.
Where do you spend your summer holidays?
Sardinia is my personal choice for a summer holiday as I visit friends and family members who live on the island, which offers stunning beaches, rich history, and delicious cuisine.
Factbox
Address: Via Borgo Vico, 241, 22100 Como CO, Italy
Phone: +39 031 338 2611
Website: hilton.com/en/hotels/mxpcohi-hilton-lake-como/
All imagery credit: Hilton Lake Como
