In the first of our brand-new series of hotelier interviews, I spoke with Matthias Welzel, who is General Manager of the beautiful Hilton Lake Como in Italy, to ask him about what inspired him to follow a career in hospitality and hotel management.
Matthias has spent the last 30 years working in Europe, the Middle East and Asia and has been with Hilton Hotels & Resorts for 15 of those 30 years.
Born in Germany, he graduated from the hotel management school in Munich, starting his career as an Apprentice in Munich before becoming Chef de Rang in Zurich’s Hotel zum Storchen in Switzerland. Matthias then moved to London to work at the Mandarin Oriental in the same position, followed by a move to The Berkeley Hotel close by as Assistant Back of House Manager.
A change of scenery then followed with a move to Harrods department store, where he worked as Assistant Restaurant Manager, Restaurant Manager and as Assistant Food and Beverage Finance Manager before a move to The Savoy as Food and Beverage Operations Manager.
In 2004 Matthias oved to Asia to work at The Andaman Hotel in Langkawi, Malaysia as Director of Food and Beverage before returning to London, joining Hilton Hotels & Resorts as Director of Operations at the Hilton London Tower Bridge. He subsequently worked in the same position at the Hilton Malta from 2010 to 2013 before moving within the Group to the Waldorf Astoria Jerusalem in 2013. He then managed the Hilton Vienna Plaza as Hotel Manager from 2015 to 2022 before taking up his current role as General Manager of the Hilton Lake Como.
Married with two children, Matthias is a passionate golfer.
What inspired you to pursue a career in hotel management, and was it something you wanted to do from an early age?
“I started working in the hospitality industry right after I completed my school education and was immediately fascinated by the dynamics and potential opportunities within the hospitality world. Growing up in Germany, I was always drawn to international environments, diverse cultures, and the idea of creating memorable experiences for people. During my hotel management studies in Munich, this early curiosity turned into a clear professional calling. I loved the energy of hotels, the blend of precision, emotions and the personal and human connections, and knew almost immediately that this was where I wanted to build my career.”
You have worked in a number of continents and countries in the last 30 years. Does any particular country stand out as a favourite to live and work in?
“Every country, city and environment I have worked in has shaped my personality and professionally mindset and approach. Europe, the Middle East, and Asia all offered unique challenges, lessons and opportunities. I would say that every experience holds a special place in my heart, as all experiences are so different and exciting. Currently I enjoy being in Italy, because of my family and the extraordinary lifestyle and culture. Each experience brought something valuable and formed the global perspective I carry into my leadership style today.”
The hospitality industry has gone through a lot of change since COVID. What have been your biggest challenges in running a hotel over the last few years?
“The post‑COVID years have been an exercise in resilience and adaptability. The biggest challenges have included motivating and rebuilding teams, addressing team member shortages, adjusting business operating models and redefining guest experience due to the expectations. People travel differently now and they seek more personalised, experiential stays, and they expect seamless digital solutions. Balancing efficiency with personality has been crucial. Ensuring team wellbeing has also become a priority and people need support, motivation, and flexibility more than ever.”
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?
“Technology will evolve, but it should never replace genuine human connections within our Industry. Hospitality is in my opinion a people‑centric industry. Digital tools can enhance efficiency and general processes such as streamlined check‑ins, tailored recommendations, faster service, but our passionate and dedicated team shall continue to focus on meaningful interactions, personalised services, and emotional touchpoints, so we use technology to enable us to do so.”
Where do you see AI playing a role in the hospitality industry?
“Like other technologies, AI has tremendous potential to elevate guest experiences and operational performances if used appropriately. Predictive analytics, communication, revenue optimisation, and smart automation are already transforming our industry as much as they transformed others. AI can anticipate guest preferences, refine service delivery and support colleagues by reducing repetitive tasks. However, it should be there to assist rather than taking over the human touch, I referred to earlier. The future belongs to hotels that combine innovation with authenticity.”
How would you define your management style?
“I would describe my leadership style as people focused, transparent, and collaborative. I believe in empowering people, encouraging open communication, and creating a culture where individuals feel trusted and valued. A successful hotel operation is built on engaged colleagues who take pride in what they do and represent. My role as advisor is to guide, support, and provide directions while giving people the room to develop and also to shine.”
What are your goals and vision for Hilton Lake Como?
“Hilton Lake Como has become a destination in its own right, and my vision is to elevate the overall experience for our local and international guests as well as striving even further as a leader within the lifestyle hospitality in our glamorous destination. This includes re-styling areas of the hotel, enhancing guest experience, developing our culinary offerings, expanding partnerships with local businesses and organisations, and strengthening our positioning as a landmark of modern Italian hospitality. Sustainability, innovation, and service excellence will support my vision.”
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?
“Always expect the unexpected, be curious, be patient, and embrace the journey! Hospitality is an industry where passion and resilience matter as much as skills. Start by gaining experience across different departments within the fronts and heart of house operation such as front office, F&D, housekeeping, sales. Understanding the full hotel DNA is essential for future leadership. Seek mentors, stay humble, and be willing to take opportunities in different countries or roles when suggested. A successful General Manager is someone who understands cultures, people, operations, and global perspectives.”
Looking back at your career, is there anything you would have done differently?
“We all reflect on the past, but honestly, every decision as successful or difficult it has been, has contributed to who I am as a leader and person today. The opportunities have taught me resilience, the international moves broadened my worldview, and the opportunities enriched my skills. I wouldn’t change the journey as I love what I do.”
What do you do to relax and switch off in your free time?
“I truly enjoy spending quality time with my family. Special family moments remind me of what truly matters and keep me grounded. In addition, the game of golf has always been my way to disconnect and recharge. It gives me space, focus, and a sense of work life balance.”
Lastly, are there any other countries or continents you would particularly like to work in given the opportunity?
“While I am very happy in Italy, I remain open-minded as there are so many wonderful destinations around the world which I have yet to explore but have always fascinated me. Great opportunities can appear anywhere, at any time and this is a part of what makes hospitality exciting as well.”
For more information on Hilton Lake Como, 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.
Photograph courtesy of Matthias Welzel
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