Today, we have the privilege of interviewing Guy Hilton, one of the most distinguished figures in international hospitality, recognized by Luxury Lifestyle Awards as among the TOP 100 Hotel General Managers of the World for 2024. As the General Manager of The Waldorf Hilton, London, one of London’s most iconic hotels, Guy Hilton has elevated the guest experience by blending classic luxury with modern innovation, all while fostering an inclusive and dynamic workplace culture. With a career spanning over six Hilton properties, numerous accolades, and a reputation as an inspiring mentor, Guy’s commitment to excellence continues to set new standards in luxury hospitality. 

Joining us for this exclusive interview is Alexander Chetchikov, President of the World Luxury Chamber of Commerce, a global authority in luxury excellence. Together, they’ll explore the industry’s evolving trends, the art of crafting unforgettable experiences, and the qualities that define true leadership in luxury. Welcome, Guy Hilton, and thank you, Alexander Chetchikov, for guiding us through this conversation with one of hospitality’s finest visionaries. 

Alexander Chetchikov: The Waldorf Hilton is a legendary property in London, and as its General Manager, you’re tasked with both preserving its legacy and modernizing it for today’s luxury travelers. How do you strike that balance, and what recent initiatives have you implemented to elevate the guest experience? 

Guy Hilton: The hotel was built in 1908 and is a truly iconic part of the West End. We offer escapism and a touch of luxury whilst our team focuses on creating wonderful memories and experiences for our guests.  

I like to think that we provide a wonderful offering of a traditional English experience. With the hotel being surrounded by theatres, our culinary team in Homage Restaurant were inspired by the ‘Beauty and the Beast’ story and created our immensely popular ‘Be Our Guest’ themed afternoon tea and we continue to offer Traditional Tea Dances in Palm Court. 

The newly created additional T Room at The Waldorf Hilton, London was designed to offer a personalised tea journey with a dedicated Tea Sommelier. It has been a hit amongst guests looking for an alternative to a traditional afternoon tea whilst residing at The Waldorf.  

We developed a Guest Experience Department quite early on to help determine and arrange any pre-arrival preparations as well as create unique welcome packages, such as decorating rooms to surprise and delight our guests.   

Good Godfrey’s Bar is named after its 1930’s band leader Howard Godfrey. Bar menus and drinks are created with a nod to all things musical and the exciting part is that the menus are created on vinyl records and sleeves!  

The team focuses on stay experience scores and celebrates successes and discusses opportunities for improvement. Our efforts have had great results with the Good Godfrey’s Bar now ranking as #3 Best Bar in London on TripAdvisor, of which we are very proud. 

We also refurbished three of our spacious two-bedroom family suites with the design inspired from the hotel’s founding era linked to music and dance, which also include history-inspired artwork for guests to enjoy, and is available for purchase, allowing guests to take a piece of The Waldorf home with them. 

AC: Your commitment to team development is evident, from mentoring individuals to fostering programs like the Hilton Development Programme. How do you identify potential leaders, and what unique qualities do you believe are essential for succeeding in luxury hospitality today?

GH: The development of my team has always been of paramount importance to me, and when I was provided the opportunity to shape the Management Development Programme, it was an opportunity not to be missed. We currently have 37 Alumni working in senior positions of which four are General Managers, who started on the programme between 2013 and 2022.  

I think the individuals who succeed are the ones with a true passion for their own development, who know how to deliver a great guest experience, whilst also looking at ways of improving their team’s experience. Along with a desire for quality and attention to detail in all they do, they are also quick to identify opportunities to network and help shape the future of the hotel and the wider organisation. 

AC: Inclusivity is an important aspect of your leadership, with notable advancements in female representation among leadership roles at the hotel. Could you share your philosophy on fostering a more inclusive workplace, and how it has impacted the success and culture of your teams?

GH: Our hotel is diverse by nature and inclusive by choice, much like the hospitality industry in general, and our ongoing desire to foster a more inclusive workforce has been shaped by the formation of a diverse team from all parts of the world. I believe in employing and promoting the right person for the role. I am also a big advocate for creating leadership opportunities for women and am proud to share that all my direct reports are women. Last year I also spoke at the #InspireInclusion event that the hotel hosted in celebration of International Women’s Day.  By having a diverse group of talented people in the hotel we develop informative meetings and provide opportunities to engage with each other that allow everybody to learn more about one another.   

Our work with key partners such as the Down’s Syndrome Association’s WorkFit Programme, Springboard, and Only A Pavement Away has also greatly helped drive the success and positively impact the culture of our team. 

AC: The luxury hospitality industry is evolving quickly, and guests now seek personalized and memorable experiences. How do you approach curating unique, unforgettable experiences for guests at The Waldorf Hilton, and what emerging trends in guest expectations are you most excited about?

GH: We have always taken a collaborative approach to this, with ideas and experiences being designed and implemented by the team ranging from our Fashion, Shopping and Afternoon Tea Experiences, to the incredible cocktail menus, with links to heritage and music that is so important to the hotel.  

Before the development of our T Room, the perfect destination to enjoy simple British traditions such as tea and cake and savor some of the finest teas from our partners Hope & Glory, I personally visited the Sri Lankan tea fields to ensure the bespoke ‘Waldorf Blend’ we curated would transport our guests back to when the hotel first held its Tango Tea Dances with its beautifully blended whole orange pieces providing wonderful malty flavours, with subtle fruity citrusy aromas and tones, ideally enjoyed with a fresh slice of orange.  

As an industry of people serving people, I see the emerging trend of bespoke experiences more and more, whilst using the developments in media and technology to connect guests from all over the world with those experiences. 

AC: From partnering with English winemakers to developing mixology programs, you’ve leveraged innovative partnerships to enhance your offerings. Can you tell us about a recent partnership that you believe has significantly elevated your guests’ experience, and what other innovations you envision bringing to luxury hospitality?

GH: We have a great partnership with Hope and Glory teas and with the subsequent arrival of Domenico, our Tea Sommelier, we have really enhanced and improved our tea offering across the whole hotel. Guests can now opt for a personalised traditional tea-tasting experience with an Etiquette & Service Specialist where they will be immersed into the world of tea “from the field to the cup”.  

For a touch of luxury in our bathrooms, we provide TEMPLESPA toiletries which is a well-known British luxury skincare & wellness brand. TEMPLESPA uses ingredients that are 100% cruelty-free, 100% suitable for vegetarians, with 76% suitable for vegans. The tubes are made from HDPE and are 100% recyclable. 

AC: The Waldorf Hilton has contributed greatly to the local community through initiatives like the WorkFit programme and partnerships with local charities. What motivates your community involvement, and how do you see these efforts enriching both your team and the guest experience?

GH: Travel with Purpose is Hilton’s Environmental, Social and Governance (ESG) strategy to drive responsible travel and tourism globally. Through Travel with Purpose, we seek to create positive environmental and social impact across our operations, supply chain, and communities. 

We focus on offering opportunities to people of all backgrounds which is so humbling and rewarding.  

We work with fantastic partners like the Down’s Syndrome Association’s WorkFit Programme. Myself and the team learn from such incredible individuals on this programme who inspire and educate us whilst helping us provide an incredible guest experience. When you spend time with Sam, who came to us via the programme, you can tell how proud he is of his award-winning experience and a job he never thought he could have and is now an integral member of our team and guests enjoy interacting with him. 

AC: Luxury hospitality can be demanding, and it requires resilience and adaptability. What has been one of the most challenging moments in your career, and what lesson did you learn that has shaped your approach to leadership today?

GH: I think the hardest part of the journey was initially moving around the country with my family, but the pandemic years, I believe, have left a mark on us all. At the same time, they helped create new energy around a more flexible style of leadership and reshaped our workforce. We had to work hard to find and retain the right people while delivering a faster, leaner, and more experientially driven level of service. 

AC: As one of the top General Managers globally, what core principles do you believe define exceptional leadership in luxury hospitality, and how do you see the role of the General Manager evolving over the next decade? 

GH: To me, it is about having a vision that all can get behind and then to lead with integrity, interest, a sense of humour. I am also very passionate about developing myself and learning from my team. 

AC: With your extensive experience, what do you predict will be the next major shift in the luxury hospitality industry? Are there specific innovations or guest experiences that you believe will define the future of luxury hotels?

GH: As I said earlier we are an industry of people serving people and that will never change. I think it will be interesting to see how technological advances and innovations will help deliver even greater guest experiences.   

AC: You’ve positively impacted many careers through your mentorship, and several of your mentees have advanced to senior roles. What do you hope your legacy will be in the hospitality industry, and what advice do you offer emerging leaders looking to leave a similar mark? 

GH: I hope I will be remembered for my passion for people and their development whilst also ensuring an opportunity for all those who wanted to take it was available. It’s great to see people who have been key in hotels I have led, now leading their own teams in luxury hotels across the globe as well as in the UK. My one piece of advice is to enjoy what this industry has to offer and allow your passions to influence and guide those who may wish to become part of it whilst looking after your own health and wellbeing. 

As we wrap up this insightful conversation, it’s clear that Guy Hilton’s vision and dedication have not only elevated The Waldorf Hilton but have also set a benchmark for the future of luxury hospitality. His commitment to creating memorable guest experiences, championing inclusivity, and investing in the next generation of hospitality leaders truly embodies the spirit of excellence that defines this industry. 

On behalf of the World Luxury Chamber of Commerce, and Luxury Lifestyle Awards, I’d like to extend our sincere thanks to Guy Hilton for sharing his invaluable insights and for his continued contribution to the world of luxury. Thank you, Guy, for taking the time to inspire and enlighten our audience with your journey and leadership philosophy.