An Interview with Rumen Sustov, F&B Manager at Voya Beach Resort
Could you tell us more about the F&B concept at Voya Beach Resort – what outlets you operate, why you chose this structure, and whether the concept has changed over the years?
VOYA Beach Resort was built around a clear and consistent vision: a premium seaside resort offering a modern Ultra All Inclusive product focused on quality, tranquility, and experience rather than mass tourism.
From the very beginning, the idea was for VOYA to be a hotel that:
- offers five-star comfort in an accessible yet premium format
- combines modern luxury with a sense of lightness and holiday freedom
- caters to an international clientele with high expectations regarding food, beverages, and service
Evolution, not a change of concept
Over the years, we have not changed the core concept—we have refined and developed it. This distinction is crucial.
The reasons behind this evolution are several:
Changing guest profiles and expectations
Today’s guests are far more informed and demanding. They seek:
- authenticity
- personalization
- a true gastronomic experience rather than sheer variety
This led us to upgrade our F&B offering—more themed evenings, higher-end beverages, and stronger, more distinctive outlet identities.
Market dynamics and competition
The Black Sea hospitality market is evolving rapidly. To remain a leader, we needed to raise service standards and clearly differentiate VOYA from traditional all-inclusive resorts.
Operational experience and guest feedback
Through accumulated operational insights and guest feedback, we optimized:
- guest flow management
- restaurant and bar concepts
- the balance between family-friendly and adults-only zones
This allowed us to enhance the guest experience without compromising our brand identity.
In summary, VOYA’s concept has not been replaced—it has been perfected. We preserved the essence of premium Ultra All Inclusive with a strong focus on experience, adapting it to real guest needs and market realities.
This consistency is precisely why VOYA is perceived not merely as a premium five-star hotel, but as a reference resort brand on the Bulgarian Black Sea coast.
VOYA Beach Resort operates as an Ultra All Inclusive hotel with a Main Restaurant serving breakfast, lunch, and dinner; an all-day Snack Restaurant with themed dinners; two à la carte restaurants; a Food Court; a Barista Station; a 24/7 Lobby Bar; a Pool Bar; and the Sotto Bar.
What sets Voya Beach Resort apart from other five-star seaside hotels, and how do you maintain these competitive advantages?
VOYA Beach Resort differentiates itself not simply through luxury infrastructure, but through a holistic experience-driven concept.
Premium Ultra All Inclusive with real added value
Unlike standard all-inclusive models, quality takes precedence over quantity. We work with selected international and local brands, premium beverages, freshly prepared food, and live show-cooking stations. Menus are regularly updated to avoid monotony and continuously elevate the culinary experience.
Strong focus on gastronomy
F&B is one of our core pillars. We operate two à la carte restaurants with signature menus and clearly defined culinary identities. We invest in well-trained chefs, modern technologies, and seasonal ingredients, including high-quality Bulgarian producers.
Personalized service and a well-trained team
Our greatest competitive advantage is our team. We invest continuously in professional training, hospitality culture, and emotional intelligence. We aim to recognize guest preferences and exceed expectations even before they are expressed.
Quality control and consistency
We maintain our advantages through strict standards, regular internal audits, guest feedback analysis, and swift corrective actions. We don’t rely on seasonal success—we work with a long-term vision.
In summary:
VOYA Beach Resort doesn’t sell accommodation and food—it delivers emotion, confidence, and a sense of premium experience. Our strength lies in detail, consistency, and the people behind the product.
How do you manage multiple restaurants and bars so that every meal and cocktail feels like an experience rather than just part of a package?
Managing a multi-outlet F&B operation requires a clear strategy, uncompromising standards, and a strong culture of detail. We work across several key levels:
Distinct identity for each outlet
Every restaurant and bar has its own character, menu, and atmosphere. Guests never feel repetition—they discover something new each time.
Standards that guide, not restrict
We follow strict recipes while leaving room for personal expression. This ensures consistency without turning service into a mechanical process.
The people behind the bar and in the kitchen
We invest heavily in training and motivation. A knowledgeable bartender who can tell the story behind a cocktail is essential—just as much as a skilled service and kitchen team.
Uncompromising product quality
We work with premium spirits, fresh ingredients, and clear recipe standards, focusing on signature cocktails, seasonal offerings, and a balance between classic and modern styles.
Coordination and communication
Daily synchronization between restaurants, bars, kitchens, storage, and management ensures seamless execution. Regular tastings and operational meetings keep the entire F&B team aligned.
Real-time control and feedback
Guest feedback is monitored continuously—on site and online—allowing for fast, flexible responses.
In short:
A true experience is created when every plate and cocktail carries intention, professionalism, and care—not just execution.
Food and beverage logistics in a five-star resort with over 350 rooms is a major challenge. What innovations have you implemented to ensure a flawless supply chain?
F&B logistics at this scale require precise planning, technological support, and disciplined operations. We use a combination of software and operational innovations:
Integrated F&B software ecosystem
We use specialized systems that integrate real-time inventory, recipe costing, automated supplier orders, and batch traceability—allowing data-driven decisions.
Data-based consumption forecasting
Using historical data, occupancy, nationality mix, and seasonality, we forecast daily consumption per outlet, minimizing shortages, overstocking, and food waste.
Standardized internal logistics
Fixed delivery windows, scheduled internal transfers, and clearly defined responsibilities reduce human error and peak-time pressure.
Strategic supplier partnerships
We work with a limited number of key suppliers who understand our standards and seasonal dynamics, ensuring flexibility and backup solutions.
In summary:
Innovation in logistics lies in the balance between technology, processes, and people.
Staff are the heart of every five-star hotel. How do you recruit, train, and motivate your team to deliver consistent excellence in a 24/7 operation?
Staff are indeed the heart of the five-star product—especially in F&B. We focus on three core pillars: recruitment, development, and motivation.
Recruitment focused on attitude, not just experience
Skills can be taught; attitude cannot. We seek positive mindset, resilience, and ambition, using practical interviews and role scenarios.
Structured, ongoing training
Training goes far beyond onboarding—product knowledge, service scenarios, and cross-training ensure confidence and flexibility.
Leaders on the floor
F&B management is present on site, providing real-time feedback and support, keeping standards alive—not just documented.
Motivation through recognition and growth
Motivation isn’t only financial. Clear career paths, internal promotions, guest-satisfaction bonuses, and open communication are key.
Balance and care for the team
Sustainable performance requires fair scheduling, rotation, rest, and good living conditions.
In conclusion:
Five-star service is a matter of culture. When people understand the purpose behind high standards, personalized service comes naturally—even under pressure.
How do you curate wine lists and cocktail menus for an international clientele, including guests of the Indulgent Escape program?
Beverages are a central emotional element of the guest experience.
Balance between international brands and local identity
Our wine lists combine globally recognized labels with carefully selected premium Bulgarian wineries.
Signature-driven cocktail philosophy
Menus are built around storytelling through ingredients, presentation, and inspiration—classic cocktails with modern twists, seasonal low-alcohol and non-alcoholic options, and natural ingredients.
Training and storytelling
Bartenders and servers undergo wine and cocktail training to confidently recommend pairings and share stories behind each drink.
Flexibility and constant renewal
Menus are continuously refined based on consumption data, guest feedback, and global trends.
In summary:
The right beverage, well presented and personalized, becomes part of the guest’s memory—exactly what Indulgent Escape guests expect.
How do you balance operational efficiency, cost control, and uncompromising quality during peak summer season?
The balance requires structured, proactive, data-driven management.
Pre-season planning
Menu engineering, occupancy forecasting, staffing plans, and supplier negotiations are completed before the season starts.
Real-time cost control
Daily monitoring of food & beverage cost, labor, waste, and outlet productivity allows immediate action.
Smart workforce management
Forecasting, cross-trained teams, and flexible shifts prevent both burnout and unnecessary labor costs.
Focus on perceived value
Guests evaluate experience, not expenses. We invest where quality is felt most strongly.
In conclusion:
True balance comes from control and planning—not compromising quality.
Which “invisible” processes most influence guest satisfaction and reviews?
Top ratings often come from details guests instinctively feel rather than consciously notice.
- guest flow and space layout
- precise service timing
- meticulous pre-opening preparation
- non-verbal team communication
- flawless cleanliness
- anticipation rather than reaction
In summary:
Guests may forget what they ate—but never how they felt.
What is your vision for the future of F&B at VOYA, and what advice would you give colleagues aiming for true five-star excellence?
My vision is for F&B at VOYA to evolve from a well-managed hotel function into an independent gastronomic brand that actively builds the hotel’s identity.
Key directions include:
- moving from All Inclusive to “Excellent Experience Inclusive”
- sustainability as a standard
- long-term investment in people
True growth comes from leaders developed from within.
My advice to colleagues:
Don’t aim to look five-star—aim to behave five-star.
In conclusion:
A true five-star F&B experience isn’t bought—it’s built daily, with vision, consistency, and care. It’s a philosophy, not a budget category.
See the Voya Beach Resort profile at BestHotels.bg here.
