Andrej Sovrović, CEO of Delta Hospitality - Crowne Plaza Belgrade's focus remains on improving the guest experience, with innovation and service personalization

Today, the focus, when it comes to this hotel, remains on continuously improving the guest experience, through innovation, service personalization and implementation of the latest trends in the hotel industry, emphasizes Andrej Sovrović, member of the Executive Board of Delta Holding, CEO of Delta Hospitality.

- From the very beginning of work under the Crowne Plaza brand, our hotel has become synonymous with the top organization of congresses, conferences and business events in Belgrade and beyond. Besides capacity and infrastructure, the key factor that sets us apart is our team – experienced professionals dedicated to every detail of the organization, which ensures that each event is realized according to the highest standards. Another major advantage is our location, in close proximity to business centers and the airport, which provides ease of access for organizers and participants. In addition, we offer guests a complete experience - from luxurious accommodation and spa facilities to restaurants and bars that satisfy the most diverse tastes.

The hotel industry is rapidly changing, and in order to maintain our position as a leader, it is necessary to continuously improve service, contents and technology. The key to success is adapting to the needs of modern guests, who expect flawless comfort, efficiency and personalization. One of the main trends in development is digitization and technological innovation, and we invest in smart solutions that enhance the user experience.

We believe innovation is the key to long-term success, and so we will continue to implement new trends in order to continue setting standards in the hotel industry of Belgrade and the region.

- The hotel industry requires constant adaptability and innovation, and leadership is only maintained through continuous investment in service quality, infrastructure and guest experience. That`s why, although the hotel underwent a complete reconstruction more than 10 years ago, we recognized the need for further improvement, following global trends and the increasing demands of modern guests. The decision not to wait with investments is based on several key factors. First, the expectations of business and leisure guests have changed significantly - they are looking for greater comfort, innovative features and customized services. Second, technological progress and digitalization are redefining the hotel industry, which is why we invested in the modernization of the rooms, the improvement of the technical equipment of the conference rooms and the implementation of smart solutions.

Our goal was not only to improve the visual and functional aspect of the hotel, but to create a space where guests feel comfortable, inspired and connected - whether they are coming for a business event, relaxation or gastronomic adventure. Crowne Plaza Belgrade has to keep up with global standards, and that`s why we continued with investments that ensure long-term competitiveness and a superior experience for each guest.

Crowne Plaza Belgrade further strengthened its position as a leader in the hotel industry and acquired a number of comparative advantages that distinguish us from other hotels in the same category. First of all, we now provide our guests with completely renovated rooms and apartments, designed according to the highest international standards of comfort and functionality. These changes are especially significant for business guests, who expect workspaces adapted to their needs, as well as for guests who want a luxurious and relaxing stay.

In addition to accommodation, we have also improved the gastronomic segment, thus we have created a diverse and exclusive offer that is not available in every hotel in Belgrade. The Prime restaurant has been redefined as a top fine dining concept, the New bar has been refreshed with a modern design and ambience, while the Riddle Bar has become a must-see destination for lovers of authentic cocktails, with a unique approach to creating drinks according to each guest`s wishes. Also, investments in congress and event capacities have allowed us to be an indispensable choice for large conferences, business meetings and international events. In addition, the strategic connection of Crowne Plaza Belgrade with Sava Center, which underwent a thorough reconstruction, further strengthens our leadership position in the MICE industry. Sava Center, now modernized and fully equipped for the largest international congresses and events, enables us to provide our guests and clients with an unparalleled experience in organizing business and social events.

The collaboration with Futra enabled us to communicate through innovative and sophisticated design what Crowne Plaza Belgrade represents today - a combination of elegance, innovation and top-notch service. The new visual identity not only strengthens the hotel brand, but also provides consistency in communication with guests, partners and the general public.

- Superior hotel service cannot be achieved only through modern infrastructure and exclusive offers - what makes the key difference is the people. Employees are the heart of the Crowne Plaza Hotel Belgrade and they are the ones who create an authentic experience that our guests recognize and value. That`s why employer branding is one of our strategic priorities. In today`s hotel industry, where the expectations of guests are increasing, and the labor market is dynamic, it is crucial to attract, retain and motivate the best personnel. We achieve this through continuous education and training programs, mentoring, advancement opportunities and creating an environment where every team member feels comfortable valued and supported.

We take special care to ensure that our employees have the opportunity to develop their skills and career within the hotel, but also within the global IHG group, by which we enable them access to international standards and experiences. I believe that only a motivated and professionally empowered team can provide a service which exceeds guests` expectations and which distinguishes us as a leader in the hotel industry. Our goal is not just to hire people, but to build a culture of excellence and commitment, where each team member is an ambassador of Crowne Plaza standards.

- Today, the hotel industry goes beyond classic hospitality services - it means active participation in the social community, building authentic guest relationships and creating events that have a long-term impact. Through CSR activities, we are investing in sustainability, support to the local community and the development of inclusive initiatives, thereby showing that business success must go hand in hand with social responsibility. Our PR and social events strategy allows us to be a platform for gathering the business and cultural scene, as well as a place that inspires and encourages innovation.

By organizing prestigious events, from business forums to cultural events, we strengthen not only the hotel`s image, but also the entire destination of Belgrade as an attractive place for business and social meetings. Participating in these initiatives allows us to be more than just a hotel - to be the driver of positive changes and the center of events that gathers, inspires and connects.

- The hotel industry has gone through one of the most challenging periods during the COVID-19 pandemic, but we have shown resilience, adaptability and the ability to recover quickly. Crowne Plaza Belgrade, thanks to strategic management, team commitment and strong business partnerships,

managed not only to regain its positions, but also to achieve significant business growth in the post-pandemic period. Today, we are recording a steady growth in occupancy and income, and we are particularly pleased that we have retained the status of one of the leading hotels for the business and congress segment, which makes up a significant part of our business. The increased demand for MICE events and business trips has contributed to the strengthening of our leadership position in the organization of congresses, conferences and corporate gatherings.

Also, InterContinental Belgrade will play a key role in the development of convention tourism, because its content and superbly equipped event spaces will enable the organization of international conferences, summits and prestigious events at the highest level. Its opening will further strengthen Belgrade`s status as a regional center for business and MICE events in which Crowne Plaza Belgrade already has a leading position. The synergy of the InterContinental and Crowne Plaza hotels will provide the guests of Belgrade with an even wider and more diverse offer, from business and congress segment, through luxury accommodation, to exclusive gastronomic and lifestyle content. We are sure that the opening of the InterContinental Hotel will contribute to the strengthening of the entire hospitality industry in Serbia, attracting new investments and improving the image of Belgrade as a world-class destination."

- Delta Holding continues its strong investment cycle, and the planned investments of almost one billion euros are aimed at developing the real estate sector, congress and luxury hotel industry, agriculture and e-commerce. These projects not only provide economic growth, but also raise the standard of business and quality of life in Serbia and the region. One of the most significant completed projects is the reconstruction of the Sava Center, an investment worth over 120 million euros, which returned one of its symbols to Belgrade and improved congress and MICE tourism. This year alone, we expect thousands of delegates from all over the world, which will contribute to the strengthening of the hotel and hospitality industry.

Also, the plan includes investments in the Delta District, a modern residential and business complex, which will shape the new urban landscape of Belgrade. In addition, the return of the InterContinental Hotel to Belgrade after 20 years will be crucial for the positioning of the capital as a luxury tourist destination and further strengthen our offer in the business and congress hotel segment. In addition to the development of the aforementioned projects, Delta Holding also invests in the modernization of agriculture and the food industry, with the aim of improving the efficiency and competitiveness of this sector through digitization and innovation. The e-commerce sector is another key investment area, where we see great potential for growth and market expansion.

Our goal is not only economic growth, but also creating a sustainable future through investment in innovation, digitalization and education, because we believe that long-term progress can only be achieved through responsible business and strategic investments that have a broader social significance.