Interview – Irini Tzirvelaki: ‘Electra Hotels Wins Guest Loyalty by Offering Unique Memories’

Electra Metropolis

For the past 54 years, Electra Hotels & Resorts has been offering its guests warm, luxurious hospitality services that turn their holidays into lifetime memories, according to the group’s project manager, Irini Tzirvelaki.

“If you want to stay on top of things you should put your customers in the center of your business,” Irini says.

A member of the team since 2017, she boasts an extensive hospitality background with 20 years of experience in high-level management positions in five-star hotels in Greece.

Totally in line with the Electra Hotels concept that operates under the philosophy of offering pure Greek hospitality and creating a comfortable environment full of luxurious details for all its guests, Irini is part of the chain’s digital transformation.

“Electra Hotels & Resorts were always in the frontline in the adaptation of new technologies,” she tells GTP Headlines.

In this interview, among other things, Irini focuses on the Electra Rewards loyalty program, which looks to give its customers something in return for being so loyal.

“Our loyalty program was created mainly to honor all our guests, and make them part of Electra family,” she underlines.

For half a century, Electra’s hotels has hosted more than 6.5 million discerning travelers in its properties in Athens, Thessaloniki, Crete and Rhodes.

• GTP: Irini, please share some career highlights with our readers.
  

Irini Tzirvelaki: My original studies were in Economics & Finance. I started working in a hotel chain as a Financial Controller but hotel operations were more appealing and challenging to me. I continued my studies in the Hospitality Management in Alpine.
For the last 20 years I had the pleasure to cooperate with various hotel chains local and international as an operations manager, sales manager, hotel manager as well as heading various challenging projects in Loyalty, IT, Health & Safety, Reputation Management and many more.

• GTP: From what I understand you are part of the chain’s digital transformation. How demanding is this project and what are your aims?
  

Irini Tzirvelaki: Electra Hotels & Resorts were always in the frontline in the adaptation of new technologies. We are planning, implementing and update our infrastructure in order to assist our guests fulfill their expectations in the digital era we are all living, in a safe environment.

Electra Metropolis

• GTP: How would you describe Electra Hotels and Resorts as a hospitality concept?
  

Irini Tzirvelaki: Each time you’re away from home, you want to be able to enjoy the very best in hospitality. You want to be offered high-quality services, to benefit from discounts and privileges and to enjoy every moment of your stay. You want to “experience” the destination as a local would.
This is what we are offering to our guests for the last 54 years. Unique memories! And this leads to winning the loyalty of customers.

• GTP: Speaking of loyalty, Electra Hotels and Resorts is running the Electra Rewards loyalty program. When was the program launched and what prompted Electra Hotels to do so?
  

Irini Tzirvelaki: The program launched December 2017 and its members are already running in 5-digit figures indicating the success of the program. Our loyalty program was created mainly to honor all our guests, and make them part of Electra family. Our aim is to reward them for their preference by offering unique experiences and benefits in all of our 5 hotels & resorts in Athens, Thessaloniki and Rhodes

• GTP: What is the program’s target audience? What are the exclusive benefits available to members of Electra Rewards?
  

Irini Tzirvelaki: All loyal customers of the Electra Hotels & Resorts Group are valued, so when they book online or through the mobile app not only are they rewarded but they can also choose how.
They can gain points for direct bookings or consumption in our hotels. Points can be redeemed in future stays, upgrades of room types booked, dining, wining or just relaxing in our spas. Apart from the rewards system, members can benefit in a number of ways: quick check-in, a complimentary welcome drink, faster Wi-fi and other special privileges at any one of the Group’s hotels.
In the near future special benefits will become available in exclusive partners.

Electra Palace Thessaloniki

• GTP: What about the Electra Hotels & Resorts mobile app?
  

Irini Tzirvelaki: Our mobile was internally designed after an excessive research to our guests needs and expectations, and was developed by M-Hospitality.
Via the Electra Hotels & Resorts app, you can access quick check-in, order room service, make a future reservation, book hotel services, arrange a special event, report problems, get updates on daily offers at the group’s hotels, talk to staff members and discover the local secrets that different destinations hold.

• GTP: Can feedback from loyalty members lead to changes in a hotel?
  

Irini Tzirvelaki: If you want to stay on top of things you should put your customers in the center of your business and treat their feedback as the most valuable source for information in your company. They are the ones who use your products and services, so they know best what could be improved to make them even more happy. We always listen to their voice.

• GTP: As a hospitality industry professional, what would be your best piece of advice for travelers?
  

Irini Tzirvelaki: I actually have a few tips of advice for travelers:
Plan but don’t over plan,
Spend more time in fewer places,
Talk to the locals, dine and wine with the locals, dance and party with the locals,
Accumulate memories and moments.