In our continuing series of hotelier interviews, I recently spoke with Massimiliano Perversi, who is General Manager of the five-star Hilton Molino Stucky Venice, to ask what inspired him to follow a career in hospitality and hotel management given his 30+ years’ experience in the hospitality industry.
Passionate about luxury hospitality and strategic growth, Massimiliano dedicates his time to elevating guest experiences at one of Venice’s most iconic hotels where he looks after all aspects of the hotel’s operations, from marketing and administration to guest experience and service excellence.
Before he took over the helm at Hilton Molino Stucky Venice, Massimiliano was General Manager at Aleph Rome Hotel, part of the Curio Collection by Hilton and was COO at HLH Collection, based between New York and Milan. He has also held General Manager and senior management positions at Baglioni Hotels, the Ferragamo group and Four Seasons Hotels and Resorts.
Formerly a flour mill factory, Hilton Molino Stucky Venice, with its 379 rooms and suites, is located on the quiet residential island of Giudecca. The listed building has been beautifully restored with a series of recent refurbishments including new deluxe rooms and spacious elegant suites, many of which offer wonderful views of picturesque Venice. For example, the new Presidential Suite is the highest and largest suite in Venice with private access to the hotel’s rooftop with its pool and Skyline Bar, which is also the highest bar in the city. In addition, the hotel has one of the largest spas in Venice.
What inspired you to pursue a career in hotel management, and was it something you wanted to do from an early age?
“I have been fortunate to spend 30 years in hospitality, with the opportunity to work across different properties, departments and markets. What has always attracted me is the people element – creating memorable experiences and making someone’s stay genuinely special.
“My journey into hotel management was driven by passion. From the very beginning, I was inspired by the idea of creating unforgettable moments for people, turning a simple stay into a lasting memory. I am dedicated to elevating guest experiences at Hilton Molino Stucky Venice, one of Venice’s most iconic hotels on Giudecca island.”
Over the last 30 years you have worked in a number of different locations. Does any particular city stand out as a favourite to live and work in?
“Rome stands out in particular. I had two very different experiences there, at different stages of my career, and both were incredibly meaningful. I enjoyed the quality of life in Italy’s capital and found Rome offered an excellent work-life balance.”
The hospitality industry has gone through a lot of change since COVID. What have been your biggest challenges in managing a hotel and its staff over the last few years?
“From a strategic perspective, the post-COVID period was one of the most challenging periods I have experienced. It was difficult to predict how quickly business would return, how demand patterns would change and what the new expectations of guests would be.
“At the same time, I saw this uncertainty as an opportunity to experiment, develop new projects and explore different solutions beyond the traditional hospitality models and approaches that we had become accustomed to. It was an important period of adaptation and learning for all of us.”
Face to face contact and that personal human touch plays a crucial role in the guest experience. Do you think technology is going to replace some of that interaction?
“No, and I don’t believe it should. Technology should be a tool to enhance and improve the guest experience, not to replace personal interaction and the human touch – which are at the heart of hospitality. The personal connection we create with our guests is what makes the experience genuine and memorable. I think technology should complement the human element of hospitality, rather than replace it.”
Where do you see AI playing a role in the hospitality industry both in the short and long-term?
“AI will have an important role across the hospitality industry and at a global level, supporting a wide range of departments and helping businesses work more efficiently and improving the work of many different departments. I regard AI as a tool rather than a replacement for the personal approach we take towards our business, our teams and of course, our guests. We are still at the beginning of a long process of understanding how best to use AI. The key will be learning how to use its capabilities while maintaining the human element of hospitality.”
How would you define your management style?
“I would describe my leadership style as people oriented. I believe that people are at the heart of any successful project. It’s a daily challenge but I firmly believe in investing in human capital and empowering our people to grow.”
What do you find is the most challenging part of your role?
“For me, one of the biggest challenges is maintaining consistency across the business while making the right strategic decisions in a market that is constantly evolving. Hospitality is growing, but it is also increasingly influenced by geopolitical developments, economic conditions and many other external factors.
“Understanding when to be cautious and when to take calculated risks – knowing when to push the business, explore new opportunities and try something different, while ensuring that we maintain the right balance, direction and long-term vision.”
What are your goals and vision for Hilton Molino Stucky Venice?
“2027 will be a particularly special year as we celebrate the 20th anniversary of Hilton Molino Stucky Venice. We want to mark the occasion throughout the year with a programme of events, experiences and seasonal moments celebrating the hotel’s history, people and evolution.
“It will also be an opportunity to look ahead. We are constantly developing our rooms, dining, experiences and approach to personalised service, so the anniversary will be about celebrating our heritage while continuing to innovate.
“Most importantly, we want our guests and team to be part of the celebrations and experience the Molino Stucky in new and memorable ways throughout the year.”
What advice would you give to someone just starting their career in hotel management, and what path would you recommend for those who want to become a General Manager?
“My advice to anyone starting out is to be flexible, curious and open to every opportunity. Hospitality is incredibly dynamic, so never stop learning or challenging yourself. Every experience can teach you something, even if it does not immediately seem relevant to your career path. Most importantly, remember that hospitality is about people. Passion, empathy, teamwork and making others feel valued are just as important as technical skills. Embrace every opportunity to learn, challenge yourself, and never stop setting new goals for yourself.”
Looking back at your career so far, is there anything you would have done differently?
“Honestly, no. I’m grateful for every step of the path I’ve taken as I’ve had the opportunity and the privilege to work across all departments, which has given me a comprehensive understanding of how a hotel operates. I highly respect all members of my team in every department as without the full dedication of the entire team our hotel would not run seamlessly. Teamwork is essential for an elevated guest experience.”
What do you do to relax and switch off in your free time?
“Running is a great way for me to switch off and clear my mind – it allows me to truly reset. I also really value spending time with my family and my daughters.
“Often, it is the simplest things we do together that provide the best opportunity to properly disconnect and enjoy some genuine quality time.”
Lastly, are there any other cities, countries or continents you would particularly like to work in given the opportunity?
“The Middle East is a region I have never worked in, but it is one I have always found particularly interesting.
“Having worked across a number of different markets throughout my career, I find the opportunity to understand a new destination, its culture and its approach to hospitality particularly motivating. The Middle East would certainly be an exciting next chapter and an opportunity I would be very open to exploring.
“In the meantime, I look forward to welcoming OMOTG readers to our slice of paradise in Venice!”
For more information on the Hilton Molino Stucky Venice, please visit: www.hilton.com.
Author Bio:
Simon Burrell is a UK-based travel and motoring journalist and editor, a former member of The British Guild of Travel Writers and professional photographer.
Photographs courtesy of Hilton Molino Stucky Venice
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