Hospitality expert and general manager of The Gem Society, Henry Gemayel, talks to Athens Urban Hotels about the hotel’s philosophy, the power of reviews and his vision…
What was the stimulus for a businessman from Lebanon to make an investment in the centre of the capital of Greece, Athens?
On the one hand being French Lebanese, and having Athens in between, creating a bridge between Europe and the Middle East, while on the other hand acknowledging the tremendous potential and growth prospects of Athens, a vibrant capital with a rich history, offers numerous opportunities for business and tourism, making it an attractive destination for investment.
How did the idea of GEM BOUTIQUE HOTEL & SPA come about and what is the vision?
Lodging was one of the logical ventures to get into in Greece and the idea and vision behind The Gem Society Boutique Hotel and Spa are to try and create a home away from home. A place where traveling guests don’t feel homesick, but comfortable and warm just like home. The vision was to establish a boutique hotel that combines luxury, personalized service, and a serene spa retreat, providing guests with an unforgettable stay that reflects the essence of Greek hospitality.
It is housed in a building with a special history…What criteria did you choose it by?
The hotel is located in the 1932 building that was housing and insurance company until 1976 and then several banks. It has been closed since 2014 but still has a lot of charm in a great location, the historic and commercial triangle of Athens, convenient and right in the middle of all the interesting spots of the city. The goal was to create a harmonious blend of history and modern comfort for our guests.
“The vision was to establish a boutique hotel that combines luxury, personalized service, and a serene spa retreat, providing guests with an unforgettable stay that reflects the essence of Greek hospitality.”
Which is The Gem’s USP?
At the Gem society our motto is five-star service in a four-star hotel, meaning the highest quality of guest-oriented services, in a more friendly and cozy vibe, making all visitors feeling looser but yet pampered as they deserve. We strive to create a warm and inviting ambiance while ensuring that each guest receives individual attention and tailored experiences that exceed their expectations.
GEM’s residents leave very good reviews. How have you managed that?
We care! We’re not just doing a job; we actually care for the travelers who choose us and want them to have the best experience possible, us being an inseparable part of that memorable experience. The positive reviews are a result of our unwavering commitment to exceptional service, as we prioritize guest satisfaction by paying attention to every detail, anticipating their needs, and maintaining open lines of communication, with attention to cleanliness, and willingness to go the extra mile.
Nowadays, reviews constitute, for better or worse, a keystone in the operation of a hotel. How do you deal with a mediocre or potentially malicious review?
As in all aspects of hospitality, our number one concern and priority is our guest’s satisfaction. Therefore, we always value our guests’ feedback and examine each case individually. When faced with a mediocre or potentially malicious review, we approach it with professionalism and a focus on problem-solving. We aim to understand the guest’s concerns, address any issues promptly, and offer genuine apologies if necessary. Our goal is to turn negative experiences into positive ones by demonstrating our commitment to guest satisfaction and continuous improvement.
ALMAZ SPA is undoubtedly one of its strengths. In your perspective, does the spa make up a criterion for the customer to book at your hotel?
ALMAZ SPA undoubtedly plays a significant role in attracting customers to book at our hotel. Whether people staying for business, or for leisure, having a haven of relaxation and wellness, is welcome with the lot of enthusiasm, and is even sometimes a decisive criterion or an extra motivation to book their stay.
Muse bistro. How difficult is it for a hotel restaurant to establish itself among the restaurants of Athens, as well as to become attractive to customers outside the hotel’s guestlist?
Establishing a hotel restaurant like Muse Bistro among the vibrant dining scene in Athens can be challenging. However, Muse Bistro has found its spot as one of the non-pretentious, yet gastronomic neighbors of the city. We focus on delivering exceptional culinary experiences, highlighting local flavors, and ensuring a sophisticated yet inviting ambiance.
You, yourself, both as a businessman and a cosmopolitan, how do you choose a hotel?
As a businessman and cosmopolitan, I prioritize several factors when choosing a hotel. These include the location’s convenience, the hotel’s reputation for exceptional service, the availability of upscale amenities, and a welcoming atmosphere that reflects the local culture. Additionally, personalized attention and attention to detail are crucial elements that influence my decision.
What is the element that -in your opinion- is in need of the modern traveler the most, in a city hotel?
In a day and age where AI is on top of the news and automations are everywhere, I have to return to the human factor, which is what people seek and miss most. The modern traveler seeks also seamless connectivity and convenience, such as reliable and fast Wi-Fi, integrated technology solutions, and convenient access to transportation hubs and city attractions.
READ; INSIDE THE SIGNATURE SUITE OF THE GEM SOCIETY
What is the biggest challenge an urban hotel faces in the centre of Athens?
Other than the slow and sometimes counterproductive administration services, I would say traffic and parking. Another big challenge would be striking a balance between preserving the city’s historical charm and meeting the evolving needs of modern travelers, including managing limited space and navigating city regulations.
How would you comment on the frantic outspread of hotels in the centre of Athens?
It’s only normal for people to see an opportunity and jump on it, however, anything that is done in the wild way will have its shortcomings soon. Moreover, government is the one who is supposed to regulate all this, so that we have a smooth operation for the years to come, to have the proper trained stuff and not face worse shortages than we already are seeing in human resources and other fields.
What is the missing quality in the field of Hospitality in Athens?
The frantic outspread of hotels in the center of Athens reflects the city’s growing popularity as a tourist destination. While it presents opportunities for business and tourism growth, it also requires careful planning and collaboration with local authorities to ensure sustainable development and maintain the city’s unique character, which is one of the missing qualities in our field.
Are we going to see a Gem Society Boutique Hotel outside of Athens?
We are very actively working on it. Whether in Athens too or on the Greek mainland (for now), however, due to the high rise, in demand in this business we’re running low on proper properties that are reasonably priced. We are also studying other and more creative ways of developing the brand, so stay tuned…
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