In the world of luxury tourism, top-notch service and personalized experiences are what set destinations apart. Enisa Grebović, head concierge at Sun Gardens Dubrovnik, offers exactly these high standards of hotel service, with her knowledge, passion, and dedication to guests. She is currently in the process of earning the prestigious Les Clefs d'Or keys. We spoke with her about the role of a concierge for business and luxury guests, how it contributes to Dubrovnik's image as a premium destination, and why the Les Clefs d'Or keys are so highly esteemed.

• Could you briefly describe your role as the head concierge at Sun Gardens Dubrovnik? What does this role entail?

As head concierge, my task is to be the host for all our guests—the person you’ll often encounter at the reception and throughout the resort. I greet, organize, address inquiries and requests, and collaborate with other departments, always with the aim of making our guests feel at home and turning their wishes into reality.

I come to work every day with joy, excited for each new day and what it will bring. I have the privilege of working with a team of young, talented people, and my goal is to share my knowledge with them and help them grow in this profession, which for me is the most beautiful in the world. Our greatest success is when a guest feels a genuine welcome—because we greet them as if they were coming to our home.

 • Concierge services are often associated with leisure guests. Are they in demand among business guests and event organizers (the MICE segment)? If so, what kinds of requests do you most often receive from business guests and conference participants?

Absolutely! Business guests often have pre-planned activities, but there are always those who seek something extra, something special. I’m talking about experiences that they can only have in Dubrovnik, carefully planned and completely tailored to their desires. This is our role—a concierge is here to turn the dreams of all guests into reality.

• How do you see the role of the concierge in enhancing the overall experience of Dubrovnik for business and private guests?

The role of the concierge is extremely important because individualized service and excellence are not just expectations today; they are the standard to which guests aspire. I believe it is crucial that all our hotels recognize the value of concierge services and work to include them in their offerings—and we are here to support them in that. This would mean a lot, not just for the guests, but for the entire destination, further positioning Dubrovnik as a luxury destination on a global level.

• What is the future of Dubrovnik in the luxury tourism segment, and what do you think is the most important factor that makes it competitive in the global market?

Based on my experience and the work I do, I am confident that Dubrovnik has a bright future in the luxury tourism segment. Today, more than ever, guests seek authenticity in the destinations they visit. They want a human touch, sensitivity, and the time we dedicate to them. We are here to enhance their stay and provide them with an unforgettable experience in our beautiful city. They will take with them only the most beautiful memories, and in the Sun Gardens Dubrovnik, we never say a final goodbye to our guests—we always say, “See you soon!”

Sun Gardens Dubrovnik

The most important factor that makes Dubrovnik competitive in the global luxury tourism market is its authenticity and unique connection to history and culture. The city offers an unforgettable experience, combining rich cultural heritage with luxury services and amenities. Dubrovnik is globally recognized, and its unique charm, beauty, and high-quality service make it incredibly attractive to luxury tourists. Additionally, the personal touch, attention to detail, and authentic offerings are key factors that set it apart from the competition.

 • You meet many different people and personalities in your job. Surely you have many interesting stories. Can you share an anecdote or unforgettable experience?

I have so many stories and anecdotes that I like to say that when I retire, I will definitely write a book. The experience, with its funny, beautiful, and sometimes sad moments, stays in your heart. If I had to pick a few… perhaps the story about a prince who, despite having everything, considered his most beautiful day the one when I organized a cooking experience at a local home. There have also been numerous marriage proposals I have organized at various attractive locations. I also remember a conference participant who wanted a spicy sauce he had received as a gift in America. The photo was unclear, but I didn’t give up. After he left, I found the sauce in Pašman, in a small family business, and sent a package to America.

There are many such stories—from organizing luxury experiences to taking care of famous personalities. There have been globally recognized actors and singers, and when you end up as a special guest at a concert, you know you’ve truly done something special.

The bigger the challenge, the greater the satisfaction—that’s where the magic of this job lies, and with the help of colleagues in our concierge world, nothing is impossible.

• Where are you in the process of obtaining the prestigious Les Clefs d’Or keys? What does this process entail?

My keys will soon arrive in Dubrovnik, and we’re only waiting for the final date. The process has taken a bit longer than usual due to specific circumstances and the fact that Croatia does not yet have its own branch, but that only makes the achievement of this goal even more rewarding.

The process of obtaining the prestigious Les Clefs d'Or keys is truly demanding because you have to meet many conditions. You must be employed at a luxury hotel, have at least five years of experience, including three years as a concierge. You also need letters of recommendation from all your employers, both current and past, and of course, you must have worked under the mentorship of Les Clefs d'Or concierges.

I have been fortunate to have outstanding mentors and colleagues such as Jasmina Huskić, Sarah Buljat, and Gloria Luna Steiner, who have been with me every step of the way, assisting me in this process.

• What does membership in Les Clefs d’Or and ownership of the keys mean for you personally, for Sun Gardens Dubrovnik, and for Dubrovnik as a destination?

For me, this will be the pinnacle of my career—a symbol I will wear with pride because every story and every year of work will be woven into those two golden keys. All my experience and effort are encapsulated in those badges, which guests recognize as a sign of quality and trust. When they see the keys, they know they are in safe hands. This year I am also celebrating my fiftieth birthday, so these keys will be the best gift and motivation. They are the wind in my sails, pushing me to proudly carry the keys, share my knowledge with younger generations, and work with my colleagues to achieve our common goal—establishing the Croatian Les Clefs d’Or branch.

For our resort, these keys represent additional recognition of excellence, confirming that we provide service at the highest global level. They are a symbol of trust that tells our guests that they can expect unforgettable experiences and attention to every detail.

For the destination, the golden keys bring prestige and confirm that Dubrovnik is not just a beautiful destination, but one that can offer world-class, personalized service. This is a step forward in positioning Dubrovnik as a luxury destination, where every guest can find the perfect blend of history, culture, and exceptional service.

• Croatian members are part of the Les Clefs d'Or Italy branch, and their congress was successfully held last year in Croatia, in Opatija. Are there any plans or desires to organize such or similar events in Dubrovnik?

Yes, I am extremely pleased to have had the opportunity to participate in organizing the congress in Opatija, with the support of my previously mentioned mentors and dear colleagues who did a truly magnificent job. The result was impressive—we literally left our Italian guests speechless.

Opatija, with its timeless charm and beauty, was the ideal backdrop for such an event, and the organization under the auspices of Les Clefs d'Or had to be flawless.

Who knows, maybe one of the future congresses will be held right here in Dubrovnik—especially now that the golden keys are shining in our city.

There is certainly interest in organizing such events, and Dubrovnik, with its global reputation, will surely attract a lot of attention.

• You have worked in Canada, which has certainly shaped your approach to working with guests from different cultures. How do you apply that experience today at Sun Gardens Dubrovnik?

I spent half of my working life in Canada, and I consider myself an incredibly rich person because I had the opportunity to meet different cultures, gain invaluable experiences, and form friendships that last to this day. Nothing brings people and cultures closer than living abroad and the practical experience that comes with it.

I lived in Vancouver, a city known for its multiculturalism, and I often say that it felt like I lived in many different countries at the same time. However, my desire has always been to return home and do what I love in my own city. Representing and promoting what you love is one of the most beautiful things in life.

Guests often ask me why I returned, and I always tell them the same thing: just look through the window of my workplace. It’s clear—who can pay for such beauty?

This article was published in collaboration with the Convention Bureau of the Dubrovnik Tourist Board