My Interview with Hilton Sofia General Manager

1. What do you do at the Hilton Sofia？

I’m the General Manager

2. Tell us about your journey, how did it all start?

I started my Journey in the culinary section. In fact, I have been an executive chef for many years. I also had the prestige of working in some of the finest establishment in different countries, like the “Le Richmond Hotel” in Geneva, “The Grand Hotel” In Florence, “Shangri-La Hotel” In Bangkok, “The Fullerton Hotel” in Singapore, and “Hilton Kuala Lumpur”. All are incredible hotels that shaped my style and my professional career.

3. What made you decide to pursue a career in the hospitality industry?

There is really no answer to this question. I only know that at the Age of 8 I was asking how to become a Chef. Where that came from or why this came up, is still a mystery to date.

4. Can you tell me about your first job in the hospitality industry?

I started in my uncle’s restaurant at the very young age of 14. I was dedicated to pursue a diploma in Hotel Management. I never stopped in the hospitality industry since then.

5. How would you define the purpose of a hotel?

If you take into consideration that ‘the’ perfect hotel doesn’t exist, hotel industry a Noble Art.

The Ability to deliver incredible experiences that remain in people’s memories for long time is not just a job, it is more than anything and it is a passion.

Throughout the years the purpose of a hotel had changed many times. It started with perfection; then evolved to personalized service; then to sensory experiences sophistication.

Today the purpose of every hotel is about Sustainability. Being a responsible Operator to apply all the ESG (Environmental Social and Governance) main rules has become a must.

6. What experience have you had in hotel industry?

I started from the bottom; I got to understand the way things work from the back of the house.

What makes staff pursue Guest Happiness is every action and every task; it is just an incredible mechanism.

In more than 30 years travelling around the world, I came across many incredible stories which solidified my understanding of the industry.

The most relevant learning I must say has to do with Human Science. Dealing with customer satisfaction and the team’s sentiments are incredibly challenging. When you get it right it gives an amazing satisfaction.

7. What education have you received in hotel management and hospitality?

I studied Hotel Management for 5 years in Salerno, Italy.

I need to say that with Hilton I had the chance to continue studying and learning while engaging in some very enhancing training courses that exposed me to constant learning and improvements.

Still today, like studying different topics and subjects.

8. What motivates you about working in hospitality?

Hospitality has to be delivered with true passion.

Creating happy moments to a traveler who will remember your hotel or even the people they had interacted with is the most interesting part of our job.

Receiving a note from a happy customer is the most rewarding moment of my job.

9. Why do you want to be a manager for this hotel chain?

Working for Hilton is certainly why I’m still in this industry. Hilton has shaped my mind and personality, giving me incredible opportunities to grow and be successful.

The main motto is simple – never stop learning.

In Hilton this is what makes the difference, learning opportunities for each and every Team Member, regardless of the position or status, are available and easy to engage.

10. What have and what will you try to accomplish in this hotel?

Making Hilton Sofia great again is my aim. We will bring back its glory and success after almost 3 years of total renovation. We want to be recognized as the best hotel in Bulgaria, not just because the hotel is completely new, but the superb service.

11. What category of guests do you receive? Leisure, business, domestic?

Predominantly International and domestic business travelers.

12. What attractions would you recommend to hotel guests?

Sofia is a city full of history and colorful heritage. Diving into the local culture while walking the small streets, and discovering delicious food in restaurants where there are incredible art is just a marvelous experience.

13. What is the USP (Unique Selling Proposition) of the hotel? How has the hotel positioned itself in this competitive market?

Hilton Sofia borders on a very nice park. The hotel is surrounded by greenery and nature. Yet, it is just a 5 min walk from the busy city centre.

The meeting and convention facilities also make Hilton Sofia a desired destination for many travelers.

Having said that, recent renovations have brought to life the Regale Bar; the OXBO Restaurant; and the Executive Private Lounge, the most exclusive hotel lounge the city can offer.

When entering Hilton Sofia you know it is going to be special.

14. Could you tell us about some new initiatives that the hotel has recently unveiled?

Being in the middle of the nature makes us immediately focusing on ESG programmes. I’m happy to share that as a new repositioning hotel, green and environmental initiatives have taken a lot of space in our planning.

The hotel uses Solar Panels to produce hot water; we have implemented a very sophisticated Building Management System that allows us to maximize the use of energy in the best way.

We are also particularly proud of our Carbon Emission program. In fact, guests who hold events with us can participate in this program and contribute to Hilton’s many projects around the world.

Lastly, we also host our own Bee Hive at the top of the hotel, the most delicious honey combs can be tasted in our restaurants every day.

15. What incentives do you offer to travel agents and tour operators?

We cooperate with many travel agents and tour operators.

16. In your opinion, what factors contribute to excellent customer service?

Offering a personalized and genuine experience is still the only way to differentiate our service. Making customer feel special and cared for is the most unique goal that everyone in this industry can aim for.

17. What is your leadership style?

I’m very friendly and motivated. I believe in creating a happy environment where Team Members can envision spending a life in the business.

My goals and my Visions are very much linked to what Hilton culture projects. To Fill the Hearth with Light and Warmth of Hospitality by delivering exceptional experiences every day to every guest.

Of course, in the business I try to maintain focus and strict analysis on what really matters and how to achieve excellent results.

18. What are your greatest strengths?

Certainly, I believe in Perseverance and Resilience while maintaining a high level of Integrity.

19. In your opinion, what is the most challenging aspect of a hotel manager’s job?

In today’s business world the financial aspects of what we do have become more and more relevant. There comes at times when decisions are made but are not always understood and embraced. Being a GM does not always allow you to explain why things are in a certain way. Navigating between expectations and final results sometimes is incredibly challenging.

20. What are some of the new trends the hotel is witnessing?

The increase in people’s average income has made holidays no longer a privilege but a common commodity. More and more people can afford to travel.

This is where service providers need to be more clever now than ever and be able to tailor experiences to different purposes.

Finding new destinations has become more importance in travelers’ choice.

Value for money will continue being the most important factor in making decision.

Lastly, let’s not forget Social Media and Reviews are the biggest game changer we are witnessing today.

21. What advice would you give to youngsters joining the field?

Have passion at your do is the single biggest way to be successful in life.

Entering in the hotel industry requires a lot of resilience and hard work. My advice is to keep things open, always curious. Never close any door to opportunities.

The beauty about our job is that we can change interest along the way in multiple ways; we can start in culinary and move to F&B or finance or even in marketing. Nothing is impossible, just keep learning and looking forward.