Nestled between mountains and one of Italy’s most iconic lakes, Hilton Lake Como blends modern sophistication with timeless views—and leading the operation is Matthias Welzel, a seasoned hotelier whose career has taken him from Switzerland to Malaysia, London to Jerusalem, and now to northern Italy.
With over three decades of hospitality experience, 15 of which have been with Hilton Hotels & Resorts, Matthias brings a global perspective, sharp commercial insight, and a passion for detail to one of Europe’s most scenic urban resorts.
His approach to leadership is rooted in operational excellence, creative flair, and genuine warmth—qualities he refined during his early days in food and beverage, and now brings to bear across all departments. Under his stewardship, Hilton Lake Como has not only thrived in terms of guest satisfaction and innovation, but also earned recognition as one of Italy’s best places to work.
We sat down with Matthias to discuss the journey behind the title, how he’s navigating evolving traveller expectations, and why collaboration, sustainability, and passion remain at the core of his leadership style.
What inspired you to pursue a career in hotel management?
From the very beginning, I was fascinated by different cultures and cuisines. I’ve always been drawn to the international nature of hospitality—the idea that every guest brings a new story, a new expectation, and an opportunity to make a lasting impression.
Starting in food and beverage helped shape my appreciation for detail, innovation, and service. Those experiences instilled in me the kind of creative thinking and operational discipline that I still rely on today. I gradually expanded into broader hotel operations, realising that the same principles of excellence and empathy could be applied across rooms, events, and overall guest journeys.
What I love most about this career is the balance between leadership and service, structure and spontaneity. As General Manager, I have the privilege of guiding a diverse team and influencing every touchpoint of the guest experience—something that’s both challenging and incredibly rewarding.
How do you balance emerging trends and evolving guests’ preferences?
At Hilton, we benefit from a truly global vantage point, with insights from over 8,000 properties worldwide. This allows us to anticipate trends and integrate them into our guest offering quickly and thoughtfully.
At Hilton Lake Como, we’re especially attuned to the rise in demand for authentic, localised experiences. Today’s travellers want more than a stay—they want a story. That means bringing the essence of Lake Como into every element of their visit, from locally inspired cuisine and design touches to curated cultural experiences and community partnerships.
We also blend this with innovation, from contactless services to sustainable practices, ensuring we meet modern expectations while maintaining a sense of warmth and hospitality. For us, it’s never about technology for its own sake—it’s about using it to enhance comfort and connection.
Looking back, is there anything you would have done differently?
Every experience has contributed to the leader I am today, so I don’t believe in regrets. That said, if I could offer one reflection, I would have invested earlier in cross-departmental initiatives. While I always valued collaboration, I’ve come to understand the immense impact that stronger interdepartmental relationships can have—both on team cohesion and on the guest experience.
Being quicker to adapt, to embrace new ideas from across the business, can often lead to greater innovation. Today, I place a much stronger emphasis on agile, cross-functional collaboration that not only improves operational efficiency but also enhances creativity across the board.
What defines your management style?
My management style is grounded in teamwork, trust, and innovation. I believe in being approachable and hands-on—engaged not just in strategy but in the daily pulse of the hotel. I want every team member to feel that they are contributing to something meaningful and that their ideas are valued.
Creativity plays a big role in how I lead. I encourage teams to think differently, propose new solutions, and explore new ways to enhance the guest journey. At the same time, I never lose sight of the details—quality is non-negotiable, and excellence is always the goal.
It’s about creating an environment where people can grow, contribute, and thrive—because when your team feels empowered, your guests feel the difference.
What are your strategic goals and vision for the hotel, and how does that integrate into the hotel group’s aims?
My primary goal is to maintain a consistent standard of service excellence while driving long-term growth and sustainability. Hilton Lake Como has quickly become a flagship property in the region, and we’re committed to elevating that further.
We’ve been named a Great Place to Work in Italy for three consecutive years, which is a testament to our team culture. That internal commitment to people directly translates into better service, higher guest satisfaction, and stronger performance.
Sustainability is another key focus—whether through energy efficiency, waste reduction, or smarter resource management. We’ve achieved Green Key and Marevivo certifications and continue to lead on environmental responsibility.
All of these objectives align with Hilton’s broader vision: growth, guest-centric service, and positive social impact. By focusing on both operational excellence and meaningful engagement, we’re positioning Hilton Lake Como as a leader in luxury that reflects both global values and local soul.
What advice would you give to someone starting out?
Be curious, be resilient, and be open. The hospitality industry is as demanding as it is rewarding—and your growth will depend on your willingness to learn and adapt.
Start by gaining exposure to different roles. The more you understand about each department, the more effective and empathetic a leader you’ll become. Develop your interpersonal skills—hospitality is ultimately about people. Whether it’s a guest or a colleague, the ability to listen and connect is invaluable.
And finally, find joy in the journey. Hospitality offers endless opportunities to grow, travel, and create meaningful moments. Make the most of every experience, because the learning never stops—and that’s what makes this career so exciting.