Zafiris Lampadaridis, General Manager of the Hyatt Regency Belgrade Hotel - Only a team that feels heard, supported and valued can provide authentic service

It is known that for years the Hyatt Regency Belgrade hotel and especially since Mr. Zafiris Lampadarids was appointed as the general manager of this hotel, takes care of the well-being, development and improvement of each member of his team, which is ultimately reflected in the attitude and approach towards guests.

- I deeply believe that taking care of employees is key to the success of the organization

because they are the ambassadors of the hotel and those who make the first contact with guests. Through daily open communication with employees, I try to be knowledgeable about the way they think and work, the challenges they face and their routines. In the modern hotel industry, where the expectations of guests are constantly evolving, only a team that feels heard, supported and valued can provide authentic service.

When I am personally informed about the wishes of the employees and the direction in which they aspire to develop I try to create an environment together where they can realize their full potential. In addition to this, as part of an ongoing effort to improve the working environment, we have implemented a survey that is carried out at the key stages of onboarding - after 7, 30 and 90 days of employment. The survey is intended to gather feedback from new employees about their experiences at the hotel. These systems have proven extremely successful because they increase the satisfaction and motivation of the latter, which contributes to their personal growth and goal fulfillment. When people feel good in their work environment, they transfer that feeling to their guests as well — and that`s what I believe makes the difference between an average experience and an exceptional one.

- Investment in people is the most valuable and safest investment, as its return is reflected not only in business results, but also in the satisfaction of everyone involved - clients, founders and employees. We therefore strive to continuously invest in their well-being,

development and motivation through various initiatives and benefits. I strive to promote the values of a healthy lifestyle in the team through my example, because I believe that physical health plays a key role in maintaining productivity and a good mental state. With the aim of improving the mental and physical health of employees, they have at their disposal a modern gym for employees within the hotel. In addition to this, psychological support has been available to employees for several years now. Employees who feel that their health, development and well-being are valued, they naturally show a higher level of commitment, loyalty and enthusiasm in their work.

One of the activities that stood out in our management team`s work was rafting as well as other programs, which encouraged us to collaborate in a different environment, we rely on each other and additionally strengthen mutual relations. Such activities had a positive impact on each team individually, encouraging better communication and cooperation in daily business.

Whether we`re running, rowing or celebrating together, each of these moments contributes to a stronger connection and motivation, which is directly reflected in the atmosphere in the hotel, but also in the service we provide. Our vision is clear — by investing in people, we build a strong team and set standards for sustainable and successful business, while simultaneously inspiring the wider business community to recognize the importance of employee care.

Our goal is for the hotel to remain recognized as a place where people want to work, not only for the professional opportunities, but also for the sense of belonging and support they receive, because we know that a strong team is the foundation of any successful hotel.

- Contemporary trends in the hotel industry are increasingly highlighting the importance of sustainable business and the implementation of the latest technologies, which I consider to be key for the future and something we are fully committed to. Today, guests particularly value hotels that operate responsibly, care for the environment and support the local community. Modern technologies and artificial intelligence are playing a key role in improving efficiency and sustainability. Over the past years, we have successfully implemented automated systems for managing energy consumption, as well as advanced waste management systems, which enable sorting and recycling, thus reducing the hotel`s ecological footprint.

While technology contributes to efficiency, cost reduction and sustainability, I believe that the human factor still plays an irreplaceable role in the provision of services. Guests continue to appreciate warm human contact, empathy and personalized service. In situations that require creativity and emotional interaction, it is people who can provide what technology cannot. Our goal is to keep up with the latest technologies, but also to maintain the human dimension in the process which is crucial for success in our industry.

The initiatives that we are actively implementing are not only a response to the current market demands, but part of our long-term strategy — to deliver an authentic, sustainable guest experience that reflects how modern hotels should operate today and in the future.