‘It is service by the guest not by the book’ – Burkhard Wolter, GM of the Waldhaus Flims Resort (Exclusive Interview)

Tell us briefly about what attracted and motivated you to pursue a career in luxury hospitality.

“Working with people for people”. Learning from each other. Travelling the world, exploring different cultures.

Starting as a Chef, creativity and art in the kitchen (always) fascinated me. Like a wise man once said…you do give your invited friends first food and drinks before they stay overnight!

Lifelong learning as a General Manager. How much water does 1sqm golf course need, what is the fix cost of 180LED bulbs, why the pastry is taking 75% chocolate. Content for the mousse. It is always the details, small things what counts, exciting the guests, never the big thing. You can only build a 4* Hotel, the 5th star makes the team (Isadore Sharp). Luxury is a perception for everybody different interpreted. (Rarely the tangible!)

What is the positioning of the Waldhaus Flims Wellness resort? What is the profile of your returning guest?

The Waldhaus Flims Wellness resort is a Destination in itself in the Swiss Alps, in 3200 feet about sea level, an hour and a half from Zurich City. A hideaway to escape the hectic life. All year open Flims/Laax is the second largest ski destination of Switzerland and a natural retreat over Summer.

The Resort, first built 1877, belongs to the top Resort Hotels of Switzerland. It has been completely renovated in 2016. We do welcome families, ski enthusiasm, Yogis and Foodies and are proud to welcome over 20% repeating guests.

In the constantly changing international context, is there any country / region you are particularly focusing to attract?

Our largest market segment are Swiss nationals (French, Italian and German region of the country)

With our unique Belle Epoque ballroom we do attract a lot of international MICE and weddings. UK is very strong over the Ski season, the growing trend from the US will certainly gain again!

Which are the primary interests of the guests choosing Waldhaus Flims? To what extent to attract guests for a weekend break or for a slightly longer stay? – do you offer any packages?

Human by Nature. Swimming in Mountain lakes as the Cauma lake or the Cresta lake. E-mountain bikes, experiencing the simple things in live. 3 hrs from Munich and 3 hrs from Milano. Fitness and Fashion offer (Milano & Flims incl. shopping, butler and transfer) excites.

Besides the offerings within the hotel, what are the activities you may arrange outside the hotel?

Picknick in our own parc, Yoga Mountain, Forest bathing, Wild water rafting, para gliding and golf of course. Flims/Laax got the larges half pipe in Europe for Snowboarders.

Your resort is open year round. How different are the two seasons?

White & green, two extremes, which is mind-blowing and exciting for our guests. Both seasons have their own beauty, audience and challenges.

What kind of events do you normally host?

30+ Wedding from 2 to 400 people, alpine old mobile rally tours, product launches. The honeymooner or dog owners (27 December 2019: 46 dogs in the hotel)

How kids-friendly is the resort?

Berries & Herbs growing in our garden , not on the shelves in the supermarket .Feeding the squirrels in our park or painting the tree cones for x mass. For todays digital head down generation a refreshing world to discover.

One of the challenges nowadays in luxury is ensuring a consistent high standard of customer service. What is your approach to recruiting and motivating staff?

It is service by the guest not by the book. We do look for the character, the authentic and passionate mind-set for the trade. We are all challenged to excite the young professional.

Which are the novelties you plan for the summer season?

Summer will commence later this year, even more so people going to be eager to escape the cities. The pandemic will leave its fingerprints. People will remain courteous when travelling abroad.

Avoiding crowded places while boosting your immune system; the hospitality will come back …it always did. A smile upon arrival will last longer than the handshake we avoid!

Burkhard Wolter, General Manager Waldhaus Flims Resort

The Waldhaus Flims is one of Switzerland’s grand hotels and spas, nestled in the Flims mountains at 1,100 meters above sea level. We have a longstanding tradition of hospitality that combines the inviting charm of the Belle Époque with a thoroughly modern approach towards luxury.

At the Belle Époque Hotel Museum, situated under the pavilion, you will find carefully curated artefacts from the grande dames and lords of the Belle Époque and the many colorful figures from Graubünden’s past. In the underground passages of the Waldhaus Flims, marvel over a dazzling trove of quartz crystals that originate from the collection of well-known local geologist, Paul Membrini.

The closest international airports are Zurich Airport and Bodensee Airport Friedrichshafen. Both are about a 90-minute drive away. Friedrichshafen Airport only operates in winter.

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‘It is service by the guest not by the book’ – Burkhard Wolter, GM of the Waldhaus Flims Resort (Exclusive Interview)

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