The hotel sector in Serbia is experiencing significant growth, with a focus on improving human resources and employee training to meet the increasing demand. As Serbia becomes an increasingly popular destination for tourists, this growth is expected to continue.
Biznis.rs spoke with Marko Ilić, the director of the Falkensteiner Belgrade Hotel, managed by Alba Invest, about the success of the hotel in a turbulent business environment filled with both opportunities and challenges.
“Our business is built on providing exceptional accommodation and services, with a strong emphasis on personalized guest experiences. Our employees are the backbone of our success. I’m extremely proud of the team we have cultivated over the years, which truly reflects the spirit of our company,” says Ilić. He adds that the hotel’s unique design, friendly and professional staff, inviting ambiance, and “welcome home” service have made them stand out in Belgrade’s competitive hotel market for over a decade.
The hotel caters to a diverse clientele, including business travelers, tourists seeking luxury and local guests. Ilić mentions that they reach these customers through multiple channels such as direct bookings, partnerships with travel agencies and digital platforms.
The pandemic was a particularly challenging time for the hotel industry, but Ilić believes it taught the sector the importance of adaptability. During that period, they improved processes, accelerated digitization, and focused on employee training. “Since 2021, only those who have demonstrated exceptional resilience and adaptability have survived in the hotel industry,” he explains.
Despite the challenges, the industry has shown resilience, and Ilić is proud to report continued growth. He highlights that they have faced no significant issues with procurement or billing, attributing this success to strong relationships with both partners and clients. However, the current biggest challenge the hotel faces is the competitive labor market.
“With the hotel industry becoming more competitive, attracting qualified and motivated workers has become increasingly difficult. We’re focused on improving working conditions and offering growth opportunities for our employees to attract top talent,” says Ilić. He emphasizes that the strength of the team they’ve built over the years has been the key to their success.
Regarding the business performance in 2024, Ilić mentions record results. He notes that Belgrade has continued to be one of the most attractive destinations in the region, especially for business tourism and event hosting, which brings new opportunities for the hotel. However, the rising costs of procurement, particularly energy and raw materials, have led to an increase in service prices. Despite inflationary pressures, Ilić and his team strive to provide the highest level of service to maintain competitiveness and ensure guest satisfaction.
Looking ahead, Ilić shares plans to adapt to Belgrade’s rapid development as a hub for major events. “We’ll continue to monitor market trends and respond to new demands. Technological advancements and digitalization are shaping the industry, and we’ll focus on improving our services to remain competitive,” he says. Ilić also emphasizes the importance of increased automation of operational processes and greater investment in employee development.
“We believe that technology and education are the key to achieving even higher service standards and maintaining our market competitiveness,” he adds.
Ilić proudly credits the success of Falkensteiner Belgrade Hotel to his team’s dedication. “Our commitment to providing exceptional service and creating memorable guest experiences sets us apart. Our team focuses on understanding and delivering on client wishes, ensuring that everything goes exactly as planned. That’s what makes our hotel stand out in the business world, and it’s a true testament to the hard work of our entire team,” concludes Ilić.
