Ryan Gauci took over the role of Area General Manager at Hilton at the beginning of 2026 - at the same time, he manages the "Hilton Vienna Park". In an interview with Falstaff TRAVEL, he provides insights into how he wants to create unforgettable guest experiences.
Since the beginning of the year, Ryan Gauci has held the position of Area General Manager for Austria, the Czech Republic and Croatia at Hilton, as well as General Manager of Hilton Vienna Park. Falstaff TRAVEL spoke to the Maltese-born manager about the new challenges and the experiences he is planning for hotel guests.
Falstaff TRAVEL: Mr. Gauci, you moved to Vienna for your new position. What do you love about the city?
Ryan Gauci: Vienna combines splendor with an exceptional quality of life. The architecture - from the Hofburg to the State Opera - never ceases to amaze me. The Viennese value tradition, quality and culture, which gives the city its unmistakable rhythm. I am also fascinated by Vienna's green spaces: jogging in the city park, the long, tree-lined paths in the Prater or cycling along the Danube Canal - a perfect contrast to the classic elegance of the city.
What will be the next milestones in the three Vienna Hilton hotels?
The "Hilton Vienna Waterfront" celebrates its 25th anniversary this year 2026. This gives us the opportunity to highlight its development and its unique location directly on the Danube. At the same time, we are consolidating the position of the "Hilton Vienna Park" as one of Europe's leading conference and event hotels. Our aim is to create a smarter, more sustainable and smoother guest experience in all three Vienna hotels - and therefore also in the "Hilton Vienna Plaza". Artificial intelligence plays an important role: for example, we are developing robotics in the background to increase efficiency and give our employees more time for the really important interactions with our guests.
AI takes over the background work so that the team has even more time for the guest: what makes an exceptional guest experience for you?
Exceptional hospitality is reflected in the way guests feel long after their stay. Sincere cordiality, attentive service and attention to detail make your stay unforgettable. We want to give our guests a special flair and connect them with Vienna's culture and elegance through loving details and the highest level of comfort. Our guests should feel valued and well looked after and leave with the certainty that they will return - an emotional bond that goes far beyond pure service.
An outstanding guest experience always starts with the team. How do you manage your employees to achieve exactly that?
It is important to me that all team members feel valued, heard and empowered. I lead with openness, collaboration and clear goals, where recognition and accessibility are key to building self-confidence and pride. The most important thing for me is to create a culture in which people can develop, feel a sense of belonging and be authentic - a foundation that directly improves the guest experience.
You have 18 years of experience at "Hilton": Was there a moment when a guest demanded a very special experience?
One unforgettable moment was when a guest asked if he could bring his parrot with him, as the hotel has balconies and pets are allowed. When I asked him how he was going to secure the bird, he calmly replied that he would use a leash. Although the parrot didn't end up staying at the hotel, the conversation always reminds me how wonderful and unique guests' wishes can be - and how important it is to listen to them with practical skill and a smile.
They come from Malta and have worked for "Hilton" in Prague, Warsaw, Liverpool and on the Isle of Man, among other places. Is there a station that had a particular impact on you?
Each individual station was significant in its own way. The people I have worked with in eight countries - mentors, colleagues and team members who have challenged and supported me - have shaped me the most. While the hotels themselves were impressive, it is the relationships, cultural learning and shared successes that made the deepest impression on me and continue to shape my leadership role today.
Do you enjoy cooking and surely you have a favorite recipe that you have picked up from your international stations?
Cooking actually helps me to relax. I enjoy simple, flavorful dishes inspired by Mediterranean and coastal cuisine. Linguine Vongole is one of my favorite dishes, but I'm now working on perfecting my Wiener Schnitzel skills in Vienna.
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