GOSTELOW REPORT—“Hospitality is inherent in Greek culture – we call it philoxenia, ‘friend plus hospitality,’ and we offer water and hospitality to anyone who needs it,” says Spiros Divanis, managing director of Divani Collection Hotels, based in Athens, Greece.
The company was started in 1958 when his father, Aristotle Divanis, who is now 92, was asked by Greek Prime Minister Konstantinos Karamanlis to build a hotel to encourage tourism. He opened Divanis Meteora, in a central site recognized by UNESCO for its complex of Eastern Orthodox monasteries and sensational rock scenery. The immediate success of this hotel encouraged Divanis to buy other, existing properties. Today the portfolio is seven hotels, all in Greece.
“Our hotels are all 100% owned, they are mortgage-free and fully invested,” said Spiros Divanis proudly.
“It is a big responsibility putting our name on our label, it means we are part of the entire operation. If we did not have our name on it, we might be part of a brand by now.” In fact, two of the hotels are aligned with Leading Hotels of the World, and he is delighted that the whole brand has just become part of the Global Hotels Alliance.
This is a family business. Father still keeps a close eye on what is going on. Spiros Divanis’ wife oversees interior design and F&B (each property has an on-site bakery). Their 26-year old daughter is in operations, and a niece handles sales and marketing.
“The core of our business is that we respect our heritage as well as our name. Our priority is that everyone is happy,” he said.
This wish applies not only to guests but to staff. With a total room count of 1,500, there are just over 1,000 employees: All work a five-day week, and only the 471-key Divani Caravel, Athens, which came with a union, has any affiliation, but it appears completely positive. Companywide, there is little staff turnover other than families re-locating, or retirement.
“I know all their names, and they can come in any time my office door is open. After they have left the company they invariably come back, to say hello. We treat our team as our extended family.”
Being such a family helps repeat business in all hotels, both in the leisure and groups sectors. At Divani Caravel, which has 40,000 square feet of meeting space, MICE business is around 60% of rooms bookings, and average overall length of stay hovers at four nights. In the Athens hotels, the USA is the top market, accounting for 35% to 40% of business.
Greece has been through dire economic times but, with a degree in management studies from University College London, Divanis says he has always remained calm (“we have always stuck to a detailed financial plan”). According to the World Travel & Tourism Council WTTC, Greek incoming tourism rose 6.9% over the year in 2018, and new Prime Minister Kyriakos Mitsotakis is noticeably pro-tourism.
“I feel rejuvenated because it is the time for Greece, and, as for expansion, well, we always have our ears and eyes open for opportunities,” declared Divanis.