For almost two years now, InterContinental Sofia has been a leader in the Bulgarian market for five-star hotels and the icon of international modern luxury in the capital. Last year, the hotel won three prestigious awards from international hospitality competitions: Leading New Hotel in Europe, Leading Hotel in Bulgaria, and Best Luxury Business Hotel in Eastern Europe. InterContinental Sofia is also proud of a number of in-house awards, including IHG® Best New Hotel in Southern Europe, and the exceptional guest reviews confirm these amazing results achieved for such a short period of time. According to General Manager Mr. Angelo Zuccala, the main reason behind these incredible achievements is the highly qualified team of InterContinental Sofia. The Management of the hotel, as well as the entire IHG® chain, invests significant resources in staff development, on the one hand, and its satisfaction and work-life balance, on the other. The hotel’s success in this regard is reflected in the two employee satisfaction surveys – Colleague Heartbeat, conducted in 2019, with an average score above 90% across departments. What will be the priorities for InterContinental Sofia in 2020 and what is the vision for the future of the tourism business in Bulgaria, explains Mr. Zuccala in an interview for Manager.
Mr. Zuccala, what will be the main directions of work at InterContinental Sofia this year?
In 2020, we will continue to invest in our employees’ development, because they are the key factor for the impressive results we have achieved in the first two years of operation. The highest standards of service and guest care are of primary importance to InterContinental®, as well as to us as the sole brand representative in Bulgaria, so the professional qualification of the staff is one of the main aspects of our policy. We continue with training for all departments in Bulgaria and abroad, regular meetings with the Team Managers to improve work efficiency and stimulate personal development, weekly meetings with the General Manager to discuss current issues, as well as the various initiatives organized by our Team for Social Activities.
How do you see the development of the hotel industry in Bulgaria in 2020?
Bulgaria has a great potential for tourism and hotel business development. Not surprisingly, more and more internationally established hotel brands are entering Sofia and the country. Other attractive destinations such as Plovdiv and the mountainous regions are also highly occupied, especially in the winter season. Bulgaria is becoming a more recognizable and preferred destination among foreign tourists and this trend will accelerate in 2020. This is due to the natural and cultural diversity of the country, the level of services offered by Bulgarian hotels, as well as the numerous accommodation options. Another trend in the hospitality industry, and in all business sectors in general, is digitalization. Many hotels in Bulgaria already work with mobile applications and interactive television that allow bookings, room service orders, guest reviews, etc. This trend will intensify and will gradually displace conventional methods of providing these services.
How will the opening of the two new five-star hotels in Sofia affect the business?
The expansion of the market for five-star hotels in Bulgaria will certainly have a positive effect on the business development of the country. On the one hand, most opportunities for a luxury stay in the capital will increase interest in the destination and the flow of foreign tourists. On the other hand, good competition is always an incentive for improvement, so we welcome the opening of the two new hotels and are fully positive about our results in 2020.
InterContinental Sofia is part of the InterContinental Hotels Group (IHG®), a leading hotel industry company with more than 400,000 employees in over 100 countries. Currently, IHG® has 5,795 operating hotels worldwide and 1941 under construction.
