Razvan Bordea: “We believe it's the little things that make a big difference”

Razvan Bordea, General Manager at Thanos Hotels and Resorts’ Annabelle Hotel, has been part of the hotel chain’s growth and witnessed several significant positive changes since he first started working there a decade ago. Originally from Romania, Bordea has lived in Cyprus for the last 23 years. Here he describes his experience of managing one of Paphos’ popular hotels.

How long have you been with the Thanos Hotels and Resorts family? Have things changed from your arrival until now?

I have been with the Thanos Hotels and Resorts family since 2013, starting at Anassa as Food and Beverage Operations Manager. Since then, I have had the privilege of being a part of its growth and witness several significant positive changes. One positive change has been the focus on employee development and well-being. Development programmes have empowered employees to enhance their skills and stay abreast of industry trends. Secondly, our company has embraced innovation and technology to a great extent. Over the years, we have invested in cutting-edge technologies and implemented various digital solutions that have streamlined our processes and improved overall efficiency. These advancements have strengthened our competitive position in the industry and enhanced our ability to adapt to changing market dynamics. Moreover, our company has experienced significant growth in terms of market presence and revenue. We have expanded our customer base, secured valuable partnerships, and achieved notable financial milestones. This growth has not only provided stability and opportunities for career progression but has also instilled a sense of pride and motivation within the company. These changes have contributed to the overall success and progress of the company, and I am proud to have been a part of this journey.

Annabelle is a known and popular hotel and destination. What do you think makes it so special?

We offer a wide range of well-appointed rooms and suites that are designed to provide comfort and relaxation. Our dedicated team of staff is committed to providing exceptional service and personalised attention to every guest. From the moment you arrive until your departure, our staff members are trained to anticipate and fulfil your needs, ensuring a seamless and enjoyable experience. We also take pride in our diverse culinary offerings. Annabelle features a variety of restaurants and bars that serve a range of cuisines, from local specialties to international delicacies. Our talented chefs use the finest ingredients to create delectable dishes, and our attentive staff ensures a memorable dining experience. The prime location is also an important factor, offering easy access to popular attractions. Whether you're visiting for leisure or business purposes, our central location ensures convenience and allows you to make the most of your time in this destination. We believe that it's the little things that make a big difference. So we pay attention to every detail to ensure your comfort and satisfaction. We are also committed to sustainable practices and strive to minimise our environmental impact. From energy-efficient systems to responsible waste management, we aim to create a greener and eco-friendlier hotel environment.

These are just a few of the reasons why Annabelle is considered special and popular among travellers.

Do you have repeat guests? If yes, what brings them back?

We continuously strive to exceed guest expectations and create memorable experiences that keep guests coming back time and again. Hotels that go the extra mile to provide a personalised experience tend to create a lasting impression. This can include remembering guest preferences, offering customised services, or anticipating their needs based on previous stays. Making guests feel like home away from home is what we do at Annabelle.

Which is your biggest challenge as the General Manager of Annabelle?

Ensuring high levels of guest satisfaction is a crucial challenge for a General Manager. This involves maintaining quality standards, responding to guest feedback and complaints, and continuously improving the overall guest experience. Also managing a diverse workforce and ensuring effective communication, training, and motivation can be challenging. There is a need to create a positive work environment and ensure that staff members are well-equipped to provide exceptional service. Optimising operational processes is also essential, so there is a need to identify areas for improvement, streamline operations, and maintain cost control without compromising service quality. Last but not least, hotels are expected to adopt sustainable practices and reduce their environmental footprint. The challenge of implementing eco-friendly initiatives, managing waste, conserving resources, and ensuring compliance with environmental regulations. So the real challenge is to balance all these factors on a daily basis.

What are the new needs/trends in the hotel industry that you have adapted to at the hotel?

Guests are increasingly seeking personalised experiences. Now we offer a great choice of tailored experiences. Additionally, we implemented a great system to monitor guest satisfaction and follow up with their needs and requests but also anticipate them. As mentioned above, technology is an important factor to enhance guest experiences, so we implemented many systems that improved guest services and streamlined operations. Environmentally friendly practices and sustainable initiatives have gained significant importance, so for the past years we made substantial changes to save energy and avoid waste. At Annabelle we are also focusing on providing wellness amenities and experiences to cater to health-conscious travellers. This includes fitness facilities, spa services, healthy dining options, yoga and meditation classes.

In your opinion how important is the staff in the tourist industry?

Very determining. They play a vital role in creating positive experiences for tourists and ensuring the smooth operation of various tourism-related businesses and services. Staff members directly interact with tourists and can shape their overall experience. Their friendliness, helpfulness, and knowledge can greatly influence a tourist's perception of a destination or tourism establishment. Positive interactions with staff can leave a lasting impression and encourage visitors to return or recommend the destination to others. This is something mostly common at Annabelle. Tourists often rely on the knowledge and expertise of staff members to provide them with accurate information about attractions, accommodations, transportation, and other details. Staff who are well-trained and well-informed can assist tourists in planning their itineraries, suggesting activities, and addressing any concerns or queries they may have. The safety and security of tourists are paramount in the tourism industry. Staff members play a critical role in ensuring the well-being of visitors by implementing safety protocols, monitoring potential risks, and promptly responding to emergencies. Staff members often act as ambassadors for a destination, promoting its unique features, attractions, and local culture. They can showcase the best aspects of a location and create positive word-of-mouth publicity through their interactions with guests. Overall, the staff's role in the tourist industry cannot be understated. They have a significant impact on tourists' experiences, destination perception, and the success of tourism businesses. Investing in staff training, motivation, and providing them with the necessary resources can result in improved customer satisfaction, increased tourism revenue, and a positive image for the destination.

Share an activity that one should do while staying at the hotel and a dish / drink they should try at one of the restaurants.

I would suggest the wine pairing dinner with our award-winning sommelier George Kassianos, enjoy an amazing sunset at Ouranos Lounger bar with signature cocktails or one of over 1000 incredible gin and tonic combinations or at our Spa, Thanos Kalmar signature experience, based around the four soul states, JOY | PEACE | CALM | LOVE, and their corresponding focal points for the mind, body and soul.