Hotel Am Konzerthaus Vienna – MGallery enjoys a prime location in a city renowned for its history, culture, and arts. In this interview, we speak with the General Manager Boris Braun, to explore how the hotel leverages its location to enhance the guest experience, the key trends shaping the 4-star hotel segment, and the strategies employed to attract, retain, and motivate staff. We also discuss the balance between traditional hospitality and modern innovation, how the hotel caters to diverse traveller segments, sustainability initiatives, and the intangible elements that contribute to a memorable guest experience. Finally, we delve into the challenges faced by General Managers in today’s hospitality environment and the aspirations for the future of Hotel Am Konzerthaus Vienna – MGallery
CD: Hotel Am Konzerthaus Vienna – MGallery is situated in a vibrant city known for its rich history, culture, and arts scene. How does the hotel leverage its location to enhance the guest experience, and what unique opportunities does this location present?
BB: Vienna is a city that lives and breathes culture and we make sure to fully embrace that. We are steps away from the Vienna Konzerthaus, the State Opera, and some of the most iconic landmarks in the city. But we do not solely rely on our location. We weave Vienna’s artistic and musical heritage into everything we do, into who we are. From the design of our spaces, inspired by the city’s architecture and history, to our curated experiences or our recommendations for must-see performances or behind-the-scenes cultural tours, we help guests immerse themselves in the real Vienna. This is a city where every corner tells a story and we make sure our guests get to live it, not just visit it. In the end, the majority of the feedback is a testament of what we try to create and offer. It also goes to show that what we do and how we do it is the reason why many of our guests return to Hotel am Konzerthaus.
CD: The hospitality landscape is constantly evolving. What are some of the key trends you’ve observed in the 4-star hotel segment, and how has Hotel Am Konzerthaus adapted to meet these changing guest expectations?
BB: The hospitality world is shifting continuously. It is a fast-paced environment where the guests of today clearly want more than just a comfortable stay. The word ‘’stay’’ itself seems to be turning obsolete and getting replaced by a term somewhat more holistic, the ‘’experience’’. Our guests seek authentic experiences that, to dive a bit deeper in today’s wants, reflect tradition, sustainability and most importantly personalisation. And we are here to listen and learn. In the recent years, we have adapted by redesigning our hotel to blend classic Viennese elegance with contemporary comforts, ensuring every detail reflects the city’s heritage. Furthermore, sustainability is no longer a nice-to-have; it’s an expectation, a demand and we have embraced environmentally responsible practices to minimise our impact. Additionally, guests crave personalised service, whether it is remembering their favourite coffee order or recommending a hidden-gem art gallery or concert, we focus on those small touches that make a stay unforgettable.
CD: Building a strong team is crucial for any successful hotel. What strategies do you employ to attract, retain, and motivate your staff, ensuring they deliver exceptional service?
BB: This might actually be the hardest one yet. I will try and avoid mentioning the hardships our industry and its associates went through the past years due to the pandemic. However, it would be impossible to disregard the effect it has had in finding people who truly love to work in hospitality. It is a fact that a company is only as good as its team. We do not just hire people. We actively look for individuals who understand, embrace and identify with our philosophy. We seek the people who, in turn, love creating exceptional guest experiences. The way I see it, retention is about making people feel valued. We invest in training, career development, and, most importantly, a workplace culture that is safe, inspiring and rewarding. We basically foster a culture of excellence and continuous learning with opportunities for self-development and skill acquisition. A highly engaged team translates into a positive customer experience, which leads to loyal and highly engaged customers. That is why we prioritise open communication, recognition, and growth opportunities. Hospitality is an industry driven by passion and we aim to keep that passion alive in our team every single day.
CD: What is your philosophy on balancing the traditional aspects of hospitality with modern innovations and technologies to create a seamless and personalised guest experience?
BB: Hospitality is or at least, if you ask me, should be about warmth and human connection. However, technology can and should enhance that experience rather than substitute it. At our hotel, we strike a perfect balance by offering modern conveniences from digital check-in and electronic invoices all the way to an online platform for every need and wish. On that platform, our guests can contact us any time before, during and after their visit and simultaneously serves as an interactive dashboard that informs them about our history and philosophy as well as our many actions. On the other hand, we like to remain romantically old-fashioned by maintaining personal touches, like a handwritten note in a guest’s room or a Vienna inspired treatment for a special occasion. We want guests to feel the charm of classic hospitality while enjoying seamless, hassle-free service. It is about enhancing, not overshadowing, the essence of true hospitality. Thoughtful design and seamless technology integration ensure a personalised, comfortable stay without necessarily compromising the authenticity of the experience.
CD: Vienna attracts a diverse range of travellers. How does the hotel cater to the specific needs and preferences of different guest segments, such as business travellers, leisure tourists, or families?
BB: Vienna is this all-year-round destination that attracts every kind of traveller – business professionals, culture lovers, families and even solo adventurers throughout the whole year. The key, when it comes to this diverse demography, is flexibility as well as knowing and catering to your audience. Business travellers appreciate efficiency, so we ensure seamless services like fast Wi-Fi and quiet spaces for work. Leisure guests want an experience, so we craft recommendations that help them uncover Vienna’s artistic treasures. Families need comfort and convenience, so we create a welcoming environment for all ages. We do not believe in a one-size-fits-all approach; we tailor every stay to each guest’s unique needs.
CD: Sustainability is becoming increasingly important in the hospitality industry. What initiatives has Hotel am Konzerthaus implemented to minimise its environmental footprint and contribute to responsible tourism?
BB: In the past decades, it has become evident through the environmental degradation, the severe weather phenomena and increasing inequalities, all resulting from the climate crisis, that a sustainable modus operandi is not a trend. It is a responsibility. That is also something that Accor has made loud and clear in the past years with concrete commitments and plenty of actions that aim to reduce the environmental footprint of our operations and contribute to a more sustainable future.
At Hotel Am Konzerthaus Vienna – MGallery, we integrate green practices into every single aspect of our operations. From using locally sourced and eco-certified products in our kitchen including our Michelin star restaurant, Apron, to reducing (food) waste and energy consumption, we strive to minimise our footprint. We have eliminated the use of any kind of one-use-plastic items and actively promote a more sustainable way of tourism. From offering discounts for guests that arrive by train to inviting them to join us in our work to minimise the effects of our operations by skipping housekeeping services, we make sure to make our esteemed guests understand what we do, why we do it and let them partake in something so important.
Sustainability, of course, also means supporting the local community. Whether it is through partnerships with local artists or promoting cultural institutions whose work we admire. We want guests to feel good about their stay, knowing it contributes to something bigger and meaningful.
CD: Beyond the physical amenities, what intangible elements do you believe contribute most significantly to creating a memorable and positive guest experience?
BB: A beautiful room with an equally stunning view, a dinner with heavenly tastes and great amenities matter. However, the right question, we hoteliers should be asking ourselves, is: What makes a stay truly magical, memorable? It is the feeling. The warmth of a genuine smile at check-in, the joy of a perfectly timed surprise, or the comfort of knowing that every detail has been thoughtfully taken care of. Hospitality is about creating moments, whether it is recommending the perfect hidden café or personalising a guest’s experience based on their interests. Add some curated and original storytelling to the mix and you have all it takes to make your guests want to come back. Not exclusively for what they get, rather for what they feel. We are blessed and at the same time proud to be part of the MGallery family, an Accor brand that puts a lot of focus on the aforementioned factors which they also deem essential in order to create an unforgettable experience for each and every one of our guests. To sump up, all the above are what we consider to be the most vital intangible elements that turn a simple hotel stay into a cherished memory.
CD: What are some of the biggest challenges you face as a General Manager in today’s hospitality environment, and how do you navigate them?
BB: As mentioned above, the hospitality industry is constantly evolving, and as a General Manager, you need to be able to adapt and consequently foster an environment where changes are welcome and not feared. The biggest challenge today? Meeting rising guest expectations while balancing operational efficiency. Travelers want high-touch, personalised service but in a post-pandemic era where labor shortages and rising costs are a reality, delivering that consistently can be challenging. The key is fostering a strong, motivated team culture, staying innovative, and ensuring that the hotel’s vision aligns with contemporary hospitality trends. Furthermore, without sacrificing any personal contact or touches, one should be leveraging smart technology where it makes sense. However, smart technologies cannot always be implemented, especially if the facilities do not allow for it, which is the case in many properties. Another challenge is a topic near and dear to our hearts, sustainability. Now amplify the importance of this parameter if you operate in a city like Vienna, that has set very specific and demanding goals for the end of the next decade. How do we operate responsibly without compromising guest comfort? It’s a balancing act, but one worth mastering.
CD: Looking ahead, what are your aspirations for Hotel Am Konzerthaus Vienna MGallery, and what strategies will you employ to achieve them?
BB: We want Hotel Am Konzerthaus Vienna – MGallery to be more than just a place to stay. We want to be this somewhat of a cultural landmark and culinary destination, where guests feel truly connected to Vienna’s artistic and musical heritage and can also find some of the finest dishes the gastronomic canvas of the city has to offer. In that sense, we want to strengthen our partnerships with local cultural institutions, offering exclusive experiences that go beyond the typical tourist path.
One of our biggest points of pride is our Michelin-starred restaurant, Apron, which embodies the epitome of creativity and excellence. Dining is an experience, not just a meal and we are committed to pushing culinary boundaries while honoring Vienna’s rich gastronomic traditions. Our dedication to innovation was recognised recently when our pastry chef was awarded Pâtissier of the Year 2024, a testament to the level of craftsmanship and artistry we bring to our cuisine. Moving forward, we aim to achieve even more prestigious distinctions, further solidifying our place among Vienna’s top dining establishments.
Sustainability will continue to be at the forefront of our strategy. While we have already implemented several eco-friendly practices and gotten a handful of certificates for our work, we aim to take this further by reducing waste, sourcing even more local products, and finding innovative ways to operate responsibly without compromising luxury.
We are always evolving, but our core mission remains the same: to offer an inspiring, meaningful stay that leaves a lasting impact. We see Hotel Am Konzerthaus as more than just a place to stay. It is a stage where culture, hospitality, and innovation come together to create something truly extraordinary.
CD: What piece of advice would you offer to aspiring General Managers looking to make their mark in the hospitality industry?
BB: Be passionate, be adaptable, and never lose sight of what hospitality is really about – people. The best hotels in the world are not successful just because of their beautiful interiors or prime locations. It is the people who bring them to life. If you want to make an impact, focus on building strong relationships, both with your guests and your team. A great GM understands both the big picture and the smallest details. Build a strong team, lead by example, and stay curious. The industry is changing fast, but at its heart, it is still about creating meaningful connections. Keep that in mind and you will not just succeed. You will make a real impact.
CD: Ultimately, as Boris Braun eloquently explains, Hotel Am Konzerthaus Vienna – MGallery is more than just a hotel; it’s a place where guests can immerse themselves in the heart of Vienna’s culture and create lasting memories. It’s a testament to the power of thoughtful hospitality and a reminder that even in a rapidly changing world, the essence of a truly memorable stay lies in the genuine connection between people.
