Ms. Voser, why did you become a hotel director?

By a happy coincidence. Following my interest in foreign languages, I completed two semesters in the translation program at ZHAW after graduating from high school. Unfortunately, this work job didn't fulfil me, so I attended an information afternoon at the Swiss Hotel Management School Lucerne (SHL) as part of my reorientation.

I realised on the spot that this was where I wanted to go and that the hotel industry was just right for me. Although I’d had hardly any contact with the industry until then, I was fascinated by the diversity of personal guest contact, regionality, internationality, and the linguistic and cultural diversity.

For me, it is the most beautiful profession and a privilege to put a smile on the faces of guests and employees and to create unforgettable moments.

What are five features that set the «Volkshaus Basel» apart from others?

Customised Signature Design Room. (Image: Robert Rieger)

1. The unmistakable combination of design, architecture, art, and local culture that is reflected throughout the house. This is where historic buildings with deep regional roots meet state-of-the-art infrastructure and a contemporary art concept

2. Another special feature is our spacious hotel rooms, which are individually designed to suit the building's structural conditions, and the design is accordingly adapted. All rooms feature Volkshaus Lounge Chairs, delicate floor and table lamps, and Merian print wallpaper exclusively designed by «Herzog & de Meuron.»

3. Our passion, personal service, and extraordinary experiences - such as our Flying Bar, which makes its rounds on the hotel floors in the evening, knocks on the room door, and serves freshly prepared aperitifs almost between the sheets.

4. The «Boutique & Design Hotel Volkshaus Basel» has always been a place of encounter and art. We nurture and cherish this tradition and diversity; we are known as a meeting point for Basel residents as well as international guests.

5.Besides our tourist and gastronomic offerings, we have the perfect facilities for events of all kinds. From a romantic dinner for two on the veranda of our Terrace Suite to diverse corporate celebrations to a professional music concert with an audience of 1,300 in the ballroom, we make everything possible.

What is the craziest thing you have experienced in your job so far?

With the many crazy things we encounter daily in the hotel industry, it is hard to choose one specific event.

I particularly remember a film star who couldn't refrain from smoking during a live TV press conference at the hotel. His assistant asked me to bring him an ashtray. Shortly thereafter, the hotel received a fine in my name.

Or when I organized a new Rolls Royce for my former employer and jokingly asked the dealer at the handover if the «Emily» figure on the hood was really secure. He confirmed it and asked me to test it. To everyone's shock, the figure immediately came off. The Rolls Royce had to be sent back for repair and could only be delivered two weeks later.

How do you define hospitality and excellent guest service?

For me, hospitality and excellent service mean anticipating the wishes and needs of our guests, implementing them without being asked, and thus creating unforgettable experiences.

The Flying Bar Knocks on Your Door. (Image: Olivia Pulver)

Exceptional guest comfort is mainly shown through personal service. This requires an honest passion for our profession, openness, and an eye for detail. The great thing about being a host is that it gives us so much in return and enables us to do good in many different ways.

Which prominent guests have you had the pleasure of welcoming to your hotel?

It is a hotelier's principle not to talk about their guests. But let me reveal this much: from politicians to internationally renowned art enthusiasts to music stars, we have had the pleasure of pampering quite a few famous personalities at the «Volkshaus Basel.»

What does your hotel offer for a «perfect weekend» for two?

Our Boutique & Design Hotel in the heart of Basel is the ideal starting point for an unforgettable city trip. The central location allows culture and shopping enthusiasts alike to explore the city, or take inspiring day trips to the tri-border area.

We guarantee culinary delights in the evening in the charming courtyard of our «Brasserie» or our unmistakable «Imi Bar.»

What are your plans for the hotel?

Leading a hotel like our Boutique & Design Hotel sustainably into the future is a challenging task. We want to continuously develop, optimize our processes, and focus heavily on agility and new technologies. It is particularly important to us to involve local partners - be it in the F&B, event, or hotel.
We also want to surprise our guests with new artistic elements and innovative offers in the future.

How is the culinary experience developing in your hotel?

We are also evolving gastronomically and bring a breath of fresh air into the Basel gastro scene. We recently initiated some changes in the «Brasserie» and the «Imi Bar.» These include the adapted menu from our new chef Kevin Kirchmaier, which combines traditional and avant-garde dishes with seasonal, regional ingredients. What is also new is our weekly rotating business lunch menu, featuring balanced and enticing creations.

Traditional and Avantgardist Dishes with Seasonal and Regional Ingredients. (Image: Olivia Pulver)

What is your personal motto in managing a hotel?

«The strength of the team is each individual member. The strength of each member is the team.» Everyone helps each other, and if necessary, everyone does everything. I see my role as a role model and adhere to guiding principles like fairness, transparency, and open communication.

This is always combined with a healthy dose of humour, because that makes the work much easier. I never go a day without laughing.

What is your insider tip in the city of Basel?

No longer an insider tip, but always a great experience in summer is swimming in the Rhine right on our doorstep - the number one popular sport in Basel in summer. You let the gentle current of the river carry you through the picturesque old town.

What is the best advice you received from your mother or father?

My mother advised me to always treat others as you would like to be treated yourself. But also, everyone makes mistakes and that you must learn from them to avoid repeating them.

Manuela Voser is the General Manager at the «Boutique & Design Hotel Volkshaus Basel». The certified hotel manager (HF/SHL) began her career in Zurich, where she held various positions in Banquet & Conference Sales at «Baur au Lac» before moving to Sheraton, where she worked as Groups & Events Manager for the two Zurich properties. She was drawn to Basel as early as 2016 when she took on the role of Administration & Quality Manager at the «Grand Hotel Les Trois Rois.» Most recently, she was Vice General Manager at the «Mövenpick Hotel Basel,» where she played a key role in the new opening in September 2021. Since March 2024, she has brought her extensive experience in hospitality, event organization, and gastronomy to the «Volkshaus Basel».