I would also say commitment, rapid adaptation to change, understanding the needs and desires of the people and, of course, innovation are all very important
Opportunities in the hotel industry changed in the last two decades. About that time, qualities for running a large hotel chain and about personal and professional norms, Zafiris Lampadaridis, General Manager of the Hotel Hyatt Regency Belgrade talked about those subjects.
You entered the world of the hotel industry in 1999, moving from the construction industry, and you have been in the management of the Hotel Hyatt Regency Belgrade for 10 years. How much have the opportunities in the hotel industry changed in the last two decades, which is how long you have been in this business?
Many things have changed in the past decade, I must say. The city has developed and thrived, but I think people and lifestyles have changed the most. The hotel industry has grown immensely, as 20 years ago we had a couple of hotels in the city and now we have big hotel chains and a lot of new hotels coming in the near future. That is a clear sign that the city is growing, becoming a destination not only for leisure travel but also as a significant business hub. Competition makes us strive to be better or, I dare say, to maintain our leading position as the best when it comes to our service and product.
On one occasion, you pointed out that the analytical thinking you had acquired during your engineering studies was a skill that set you apart from other hoteliers. What qualities should a person who helms such a large hotel chain as Hyatt Hotels Corporation have?
It is true that my engineering studies have helped me acquire analytical thinking skills, but the most important thing for being successful in any aspect of life is to deeply love what you are doing. It should not feel like you are preparing to go to work every morning; it is not a job, but rather your home. From that starting point, I would also say commitment, rapid adaptation to change, understanding the needs and desires of the people and, of course, innovation are all very important. Apart from all the qualities I have as a single person, I have to say that without my associates no achievement would be possible. They are the backbone of our hotel, and without them, no one can be successful. When a relationship of trust and understanding is created, it is a winning combination.
What is the biggest challenge for you in this type of work, and which aspect of it do you enjoy the most?
I will start with what I enjoy the most, and that is when I see the tangible results of our everyday commitment, hard work and an immense desire to offer to our guests an experience when they are with us − the same as we would do with our friends when they are visiting our homes. Nothing more, nothing less. On the other hand, there has been and still is a very challenging period for our industry due to COVID-19, which affected us as it did hotels around the globe. Hospitality in Serbia deserves better than many think and that’s because of the people. If we view the industry as a product, then coming out of such turbulent times, the product needs to stay true to its fundamental values and be upgraded to meet guests’ expectations and more.
What personal and professional norms do you expect your employees to meet and which do you adhere to yourself?
I have to be honest and say that our brand and our hotel in Belgrade, with its service, product and people, set the norms many years ago. We are here to follow these norms, nourish our brand core value and follow our motto: ″We care for people so they can be their best.” We want to make a difference in the lives of those with whom we are in contact daily, whether they are guests, colleagues, members of the community, etc., and that is what we are constantly working to perfect.
“Our brand and our hotel in Belgrade, with its service, product and people, set the norms many years ago”
At Hyatt hotels, we see our guests as individuals with different desires and needs, and we try to meet all their requirements, whether they are strictly business-oriented or vacation-oriented. So, from our employees, we expect them to be themselves, love what they do and provide great care – the way we would for our guests and our fellow colleagues.
Which of your business plans would you like to single out?
I am afraid that this question is not going to be answered in a direct manner. It is our trade secret, in a sense, but what I can share with you is that Hyatt will keep leading the country’s hospitality industry and investing in its people. It will also continuously raise the service bar higher and be a trendsetter. This is as much as I can say for now. You will see more specific things for yourself as we will always keep our doors wide open to all.