Where Small Things Make a Big Difference

Alpenrose – Familux Resort continually reinvents itself. Following a major makeover involving investments of several million euros, the flagship property of the Mayer family in Lermoos once again presents itself as a place where innovation and a sense of well-being go hand in hand. The fact that the ice-cold Snow Room with real snow to the touch now directly adjoins the 90-degree glacier sauna is, like the new Baby Bar—which invites parents to relax at the bar while keeping an eye on their little ones—just one example of this approach. The focus is not only on the extensive offering for families and the equally elegant yet cosy atmosphere; “every word, every gesture also matters in making an experience truly unique,” emphasizes General Manager Martin Kalina, underscoring his credo. Much of this happens on a non-verbal level—glances and body language are part of it. “A firm handshake or a smile can make all the difference—that’s a universal language. It may sound trivial, but when precisely such details are missing over a longer period of time, you notice it immediately.” From the moment guests are welcomed, the declared goal throughout the house is to surprise them positively and exceed expectations: “It’s simply crucial how much attention you pay to the small things as well.”

NEW WORLD – A television program about a hotel management school in Lucerne was, in fact, the initial spark that set him on the path into the hospitality industry. “The beginning was certainly quite intensive,” he says with a smile, reflecting on the new and unfamiliar world that opened up through his training and offered a broad range of experiences. Later, during professional stints in St. Moritz, he learned from the best in the industry: “Just like in sports, you join a team and become part of something bigger,” says Kalina. “The unbridled determination to go the extra mile for guests time and again deeply impressed me there and shaped me sustainably. Success is only possible together—and it always comes down to the details, even the smallest ones.” The Swiss native, originally from the Lake Constance region, came to the Tiroler Außerfern directly from a resort in the Maldives. “Among the staff, there were only three Europeans—one of them was me.” He considers openness to other countries and cultures, as well as the many interpersonal encounters, to be absolutely essential to his work—in more ways than one. “As a leader, it’s important to have been a foreigner yourself at some point, to start anew—in a culture you don’t know, in a language you don’t speak. That changes your perspective on many things.” While standards, procedures, and processes may be broadly similar in business worldwide, “the craft itself remains the same; nevertheless, it is interpreted and celebrated differently in each place.”

IN BEST FORM – For him, leadership also means being mindful. “Appreciation is a cornerstone. But clarity is equally important—expectations must be articulated. You need to know where you want to go and explain to your team what it takes to achieve something together.” He sees his role as decidedly pragmatic: “My job is to remove the big obstacles so that employees can give their best.” Shared values, rules, and uniforms provide orientation, yet every individual wants to be seen and respected as a personality. “Taking time for each individual and truly listening—that is more essential today than ever.” In his role as a host, national as well as international experience has also provided valuable impulses. “We welcome guests from many different regions and countries, so it helps to have become familiar with many other places yourself.” The passionate globetrotter gathered lasting memories during a world trip that took him through Australia, New Zealand, and Southeast Asia: “The best thing you can do is to discover the world.” Travel experiences were and continue to be collected not only professionally, but also privately—often preserved in the form of lasting memories. 

AT EYE LEVEL – Working in a family resort now allows Kalina to gain new perspectives once again. “Children literally see the world from a different height. And they perceive many things differently.” This naturally needs to be taken into account in everyday hotel life, including aspects such as the height of steps as well as the culinary offering, which must meet specific criteria in terms of texture and color. What matters most to him is communicating with children at eye level in order to build trust. This, in turn, creates the solid foundation that enables them to discover and try new things—making experiences possible that remain in their memory. Especially when it comes to the youngest guests, Kalina repeatedly asks himself: “How can you enable maximum independence for such young people without overwhelming them? And how do you best ensure that they fall asleep tired, but happy, in the evening?” Luxury, the General Manager observes, is now often understood and defined very differently than in the past. “In the past, it was often about opulence; today, the primary focus is on the desire for deceleration and time spent together.” This is accompanied by well-founded considerations of how architecture, service culture, and the culinary offering can support precisely this desired sense of balance. In this sense, standing still—in thinking or in action—is never an option for hoteliers: “We are changing, the industry is changing, and our guests are changing.”

DEFINITION OF LUXURY – What does luxury mean to him personally? “For me, it lies in shifting my focus in an entirely different way now and then—having a little time for myself, slowing down, riding a motorcycle, learning something new, having a good conversation, simply being present.” Inspiration, he believes, is rooted not least in exchanging ideas with others. “We don’t need to reinvent the wheel, but we can think deeply about how to translate good ideas for our guests and for our resort.” And as a guest himself—what is Martin Kalina like? He answers with a smile: “Service that comes from the heart. People who are attentive without being intrusive, who respect privacy yet still make you feel welcome.” Professionally, all of this flows into his work as host at Alpenrose – Familux Resort. With calmness, passion, and a love for detail, this is where those genuine moments are created that make a stay truly unforgettable.