Diplomatic SOCIETY publisher Gertrud Tauchhammer met with the General Manager of the famous Hotel Imperial, a Luxury Collection Hotel, Vienna, Thomas van Opstal, for a conversation about his impressive career path, the long history of the Hotel Imperial, and the challenges in the hospitality industry.
Since 2024, you have been managing one of Vienna’s most legendary palace hotels – what were the most challenging moments so far? And the most beautiful ones?
Let’s start with the most beautiful moments. It is, of course, an honour to manage this hotel. I first stayed here as a guest in 1998, and it was, so to speak, love at first sight. To now be in charge of this property is a remarkable experience. The most beautiful moments are Christmas, New Year’s Eve, and the ball season – especially the Vienna Philharmonic Ball – when guests arrive in formal evening wear and tailcoats. There is nothing like it anywhere else.
And what would you consider the greatest challenge?
The entire hospitality industry is facing the challenge of a shortage of staff. Unfortunately, many young people no longer want to work in this sector, as hospitality is truly a 24/7 industry.
How do you address this?
Those who succeed in communicating what the Hotel Imperial stands for to young people and in showing clear career prospects will attract committed talent. It is also something very special to work here, and the Hotel Imperial is considered a crown jewel on any CV.
How do you manage to balance tradition – the Hotel Imperial Vienna has a history of over 150 years – with modernity?
Our guests appreciate being able to experience the rich history of the Hotel Imperial. For this reason, we offer exclusive “History Tours” that tell the story of defining moments in the hotel’s past and the famous personalities who have stayed here. An extraordinary list! Our guest books include figures such as Walt Disney, Charlie Chaplin, Michael Jackson, and even Queen Elizabeth II.
In addition, our archivist and former chief concierge, Michael Moser, enriches the tour with numerous anecdotes, while the hotel’s own photo gallery provides further historical discoveries. Our guests love this. At the same time, of course, we must keep up with the times. Guests expect Wi-Fi, Bluetooth, access to streaming services, and so on.
I believe this is the balancing act we must master: preserving the history – which distinguishes us from other luxury hotels – while at the same time embracing modernity.
Recently, guests have even been able to swipe through our 15 guest books on an iPad in the Imperial Bar while enjoying a glass of champagne or a cocktail.
Now about you personally: could you tell us a bit about your career path? When and why did you decide to enter the hospitality industry? What fascinates you most about this sector?
I need to go back a bit. My father worked in the aviation industry and was involved in building up Singapore Airlines in Europe, among other things. This allowed me, as a child, to travel around the world with my parents and my brother and stay in wonderful hotels.
Once, when we were at the Century Park Sheraton in Manila, the general manager of the hotel took me on a tour of the “back of house.” He showed me all the areas of a hotel that guests usually never see. I was very impressed, and that day I told my parents that I wanted to become a hotel general manager one day. I was twelve years old at the time.
After finishing my high school diploma in Frankfurt, I began a two-year apprenticeship as a hotel management trainee at the Sheraton Hotel in Frankfurt in 1980, and then left Europe. My first posting was in Dubai in 1982, which at the time was still largely unknown. After four formative years, my path took me to Bandar Seri Begawan in Brunei, followed by Singapore, Melbourne, and Hong Kong, before I returned to Singapore, where I was appointed general manager for the first time.
After Kuala Lumpur and Penang in Malaysia, I asked my superior whether there might be something more adventurous for me – and I was promptly sent to Karachi in Pakistan. Although I found Pakistan very interesting and the people very friendly and welcoming, in hindsight it was an intense and dangerous period.
At the Karachi Sheraton Hotel, where I was general manager at the time, there was a suicide attack by Al-Qaeda on 8 May 2002, in which 14 people lost their lives, including two of my employees.
After Pakistan, I was transferred to Saudi Arabia, then back to my former hotel in Dubai, and from there to Abu Dhabi, Doha, and Muscat. When my mother’s health deteriorated, I wanted to return to Europe, and my professional path led me to Budapest.
Later, I continued to Tbilisi in Georgia – a period I remember as exceptionally enriching, not least because of the remarkably friendly people. It was a great pleasure to open and then manage a Luxury Collection hotel – The Paragraph Freedom Square. I would certainly have stayed longer had it not been for a call from the Hotel Imperial – because when the Hotel Imperial calls, you simply do not say no!
So you came directly from Georgia here?
Yes, my wife and I – we love the Hotel Imperial and even celebrated our 25th wedding anniversary here with friends from all over the world. One month later, I became general manager of the Hotel Imperial. In total, I have worked in 16 different hotels across 14 countries.
That’s very similar to diplomats.
Yes, the only difference is that we are not recalled home in between assignments. But diplomats and the hospitality industry are in fact very closely connected.
You have seen a lot of the world – what makes Vienna special as a workplace in comparison?
I believe Vienna offers an outstanding quality of life. The city is international and offers everything one needs – not least the Hotel Imperial.
Finally: what was the funniest, most beautiful, or most unusual experience you have had during your career as a hotel director?
I must admit there have been quite a few. One that remains particularly memorable is my encounter with the extremely charming and highly talented artist Janet Jackson, who found a retreat at our hotel in Singapore during her Asian tour in the early 1990s. One evening she asked me whether I could reopen the hotel gym – it was already close to midnight. To her own music, she and her dancers rehearsed a new choreography for one of her performances. It felt as if I were in the middle of an MTV music video! A fantastic moment that I will certainly never forget.