Kratinos Socratous on his holistic approach to making the Capo Bay Hotel stand out

A dedication to service quality, an innovative approach to guest service and continuous staff training are the key ingredients to establishing a property's reputation as an ideal destination.

This is emphasised, among other things, by the General Manager of Capo Bay Hotel, Kratinos Socratous, underlining that for the hotel, the vision of the coexistence of art and innovation is not just a philosophy, but an act that gives life to the daily experience of its guests.

As Socratous explains in an interview in the October edition of the monthly online edition of the Cyprus Hotels Association (Pasyxe) 'Xenodochos' magazine, at the heart of this philosophy is an absolute attention to detail, something which transforms the hotel into a living work of art

At the same time, he reveals the strategies that lead the hotel to achieving the highest standards of hospitality, as well a sharings the responsibilities and role of a General Manager.

"Every detail counts"

Capo Bay Hotel has developed an innovative concept in which the hotel industry coexists with the world of art and the power of innovation. From the rooms to the common areas, every detail seems to matter to you. This is perhaps the feature that sets Capo Bay Hotel apart from the competition. Tell us more about it.

Capo Bay Hotel has adopted a holistic approach that combines hotel hospitality with art and innovation, which we believe creates a unique experience for our guests. For us, every detail counts and plays an important role in the overall experience of our guests.

From the rooms to the common areas, we have incorporated elements of contemporary art, creating an aesthetically pleasing and relaxing environment. Art is not just for decoration, but works as a means of expression and inspiration.

Our guests experience this special atmosphere in every corner of the hotel, whether they are enjoying the view of the sea from their room or walking through the elegant areas of the hotel.

At the same time, innovation is central to our philosophy. We are constantly investing in new technologies and practices that improve the functionality and comfort of our guests. Our insistence on quality and attention to detail are what differentiate us from the competition and offer a unique hospitality experience.

At Capo Bay Hotel, every moment counts, and we strive to create unforgettable memories for our guests.

What are the services offered by the hotel that you, as the General Manager, want to ensure are constantly high, in terms of quality?

As the General Manager of Capo Bay Hotel, I place great emphasis on the quality of all the services we offer, ensuring that our guests' experience is worthy of a five-star hotel. The main services I want to make sure are always at a high level include:

• Customer service

Excellent service is the foundation of every Capo Bay experience. I want our guests to feel that our team is always available, friendly and willing to meet their every need with professionalism and courtesy. Personal care and a personalised approach are key values ​​that we ensure is included in every contact with guests.

• Gastronomy

Our restaurants are an area in which we continuously invest, offering quality meals with fresh, local ingredients and creative dishes to suit every taste. I want to ensure that every meal offered, from breakfast to dinner, meets the highest culinary standards.

• Wellness and spa services

Our hotel's Oneiro Spa is a place of relaxation and rejuvenation, where our guests can enjoy premium wellness treatments. We make sure that the spa services are always modern, efficient and offer a luxurious experience that satisfies even the most demanding guest.

• Cleaning and maintenance

The cleanliness and excellent condition of our facilities are non-negotiable. The attention to detail regarding the hygiene of the premises, the care of the gardens and common areas, as well as the continuous upgrading of the rooms, contribute to the creation of a comfortable and pleasant environment for our guests.

In all of the above, the continuous training of our staff plays an important role in ensuring quality. I aim to ensure that every service we offer meets the high expectations of our clients, with consistency, professionalism and attention to detail.

The role of the General Manager

Tell us a little more about your own work, your responsibilities and your daily life at the hotel. It will certainly include several meetings and contact with the world inside and outside the accommodation.

As General Manager of Capo Bay Hotel, my responsibilities are varied and cover many areas of the hotel's daily operations. My role combines strategic management with continuous monitoring of the guest experience to ensure excellent quality at every level.

One of my main responsibilities is planning and implementing strategies to continuously improve our services. This includes managing the finances, working with the different departments of the hotel and upgrading the infrastructure. At the same time, I set targets and evaluate our performance to ensure we remain competitive in the market.

My daily routine involves meeting with partners and suppliers, such as travel agents and companies, to develop new partnerships and ensure continued support of our business goals. I also regularly communicate with representatives of the local community and tourism authorities to contribute to the development of the area.

Direct contact with visitors is another important part of my job. I find it valuable to chat with them to understand their needs, gather feedback and resolve any issues immediately. This personal communication is critical to ensure that guests feel welcome and satisfied with their stay.

The smooth operation of the hotel depends to a large extent on our staff, which is why I also invest in their training and support. On a daily basis I work with department heads to resolve any issues, monitor their performance and improve their skills. Creating a positive work environment is my priority.

At the same time, in a dynamic industry like hospitality, short-term decision-making and crisis management are part of everyday life. I am responsible for dealing with issues that may arise, from organisational issues to special customer requests, and managing these situations properly is critical to maintaining our reputation.

My position requires flexibility and adaptability as each day brings new challenges and opportunities. The balance between strategic management and personal contact with guests and partners is what makes my role so multi-dimensional and interesting.

Hotel guests and what they ask for most

Let's focus on guests for a moment. Do you mainly receive domestic or foreign tourism (nationalities, couples, young people, etc.)?

At Capo Bay Hotel, we host a diverse mix of guests, of both domestic and international origin. Primarily, we welcome foreign tourists, with a significant presence from countries such as the UK, Germany and the Scandinavian countries, who make up a large proportion of our repeat customers.

However, in recent years we have seen an increase in domestic tourism, particularly during peak periods and holidays.

The composition of our visitors varies according to the season. During the summer, we host mainly families and couples, who choose the hotel for its relaxing atmosphere and privileged location in the heart of Protaras, close to the beautiful beaches.

At the same time, young couples prefer Capo Bay for the combination of luxury, elegance and wellness we offer, while the hotel is also a popular choice for weddings and romantic getaways.

This wide range of guests also defines our approach to services, as we strive to meet different needs, from family activities to wellness and relaxation services for couples.

What do they ask for most often?

Our guests at Capo Bay Hotel often seek a balance between comfort, luxury and an authentic hospitality experience. One of the most frequent requests concerns rooms with a sea view, as our location offers unique landscapes that guests highly appreciate, especially for moments of relaxation on their balcony.

Also, many visitors are looking for quality culinary experiences. Our restaurants, with an emphasis on Mediterranean cuisine and fresh, local produce, are very popular, and guests often ask for recommendations for meals that reflect the local culture.

Another frequent request is spa and wellness services. Our guests seek moments of relaxation and rejuvenation, and the Oneiro Spa is a popular in-hotel destination for treatments that help guests de-stress and enjoy total tranquility.

Finally, families often request activities for children and family-friendly entertainment, while couples are interested in more romantic experiences such as candlelit dinners and private tours.

Have you seen changes in visitor habits?

Yes, we have seen significant changes in their habits and priorities in recent years. One of the most pronounced trends concerns the increased awareness of sustainability issues.

Many guests are now interested in the hotel's environmental practices, such as reducing energy and water consumption, recycling and using local, environmentally friendly products. Younger generations in particular choose hotels that have a clear commitment to sustainability, which has prompted us to strengthen our own sustainable practices.

Another major change concerns the increased need for a fast and reliable Wi-Fi network. Guests are now working or staying connected even on vacation, which is why providing high-speed and stable internet throughout the hotel is essential. This element has become a key accommodation selection factor for many travelers.

Finally, we've noticed that guests are looking for more personalised experiences and personalised services. They want to feel that their needs are understood, and we tailor our services to offer more personalised options, whether it concerns dining, wellness activities, or suggestions for exploring the area.

Regarding your staff, how do you train them and what do you do when they experience difficulties?

The training and support of our staff at Capo Bay Hotel is a priority as we believe that the quality of our service is directly dependent on the skill and dedication of our team. Training is an ongoing process that includes both initial training and regular seminars and skill upgrades.

Every new member of staff goes through an intensive training period where they learn the hotel's values, procedures and standards.

Training covers all areas, from customer service and communication to operational details in specific departments such as reception, restaurant or spa. Our aim is to ensure that every employee feels prepared to meet the demands of their role.

The hotel industry is constantly evolving, which is why we also offer regular seminars, either in-house or with external partners, to upgrade staff skills. We train our team on new trends, technologies and methods that can improve our guests' experience, such as complaint management, sales techniques or sustainability.

When staff are struggling, be it because of professional challenges or personal issues, we are here to support them. We provide guidance through supervisors and department managers, offering feedback and solutions to help solve problems. We also offer psychological support when necessary, recognising that the well-being of staff is crucial to their good performance.

We encourage a positive and supportive environment where cooperation and mutual support are core values. We organise regular meetings, group activities and events to strengthen team spirit, as we believe that a united and happy staff performs better.

With these practices, we strive to empower our staff and help them grow, while at the same time creating a supportive environment to overcome challenges and deliver exceptional service to our guests.

Expert tips

Finally, what advice would you give to your colleagues managing hotel accommodation in Cyprus, so that they can satisfy tourists to the best possible extent?

Hospitality in Cyprus has always had a unique identity, based on warmth and authenticity. However, in order to meet the modern demands of tourists, I would give the following advice to my colleagues:

• Personalise the experience

Tourists today are looking for personalised experiences that meet their personal needs and preferences. Communicating with guests before they arrive and offering customised options – whether it's activities, meals or other services – can make all the difference and enhance their experience. Knowing what they like and tailoring services accordingly creates a more meaningful and enjoyable stay.

• Investment in staff training

The staff is the soul of any hotel. Continuous training and development of staff skills is essential to ensure a high level of service. Training in customer and complaint management in particular is critical as it helps staff resolve issues promptly and effectively, maintaining guest satisfaction.

• Attention to detail

In hospitality, details make all the difference. From the cleanliness of the rooms to the quality of the amenities and the friendliness of the staff, every little detail contributes to the overall guest experience. An insistence on detail, even in everyday functions, enhances the feeling of luxury and care.

• Focus on sustainability

Travelers are placing an increasing emphasis on sustainability and environmentally friendly practices. By investing in such initiatives, such as reducing energy consumption and supporting local products, we not only meet their expectations but also contribute to the protection of the environment, promoting Cyprus' commitment as a sustainable tourist destination.

• Developing local experiences

Tourists are now not only interested in accommodation, but also in experiencing the local culture. Incorporating authentic, local experiences such as tastings, visits to local attractions and traditional activities adds value to their stay. This also helps to strengthen the reputation of Cyprus as a unique destination with a rich tradition and culture.

• Create an emotional connection

The key to success in hospitality is creating an emotional connection with guests. This can be achieved through personal contact, small, kind gestures or surprises during their stay. Care and sincere effort to make guests' stay memorable helps create loyal customers who will return again and again.

With these practices, I believe that hotels in Cyprus can continue to meet the expectations of tourists and offer high quality services, enhancing the reputation of our island as a top tourist destination.

(Source: Xenodochos)