In luxury hospitality, exceptional guest experiences depend not only on outstanding facilities and services, but above all on the individuals behind them. Attention to detail, personal care and heartfelt gestures can turn a stay into something truly special.

For Sani/Ikos Group, one of the Mediterranean’s leading and most awarded luxury hospitality groups, this people-centred approach, deeply rooted in Philoxenia, the tradition of authentic Greek hospitality, has long been a defining part of its identity and an important competitive advantage. Ongoing investment in employee training and new technologies, including artificial intelligence (AI), also helps improve operational efficiency, support employees in their roles and further enhance the guest experience.

Today, the Group operates 13 luxury beachfront resorts across Greece and Spain, with properties in Halkidiki, Corfu, Kos, and Crete, and has three further developments underway. Maintaining the distinctive standards of Sani and Ikos Resorts while expanding internationally requires a sustained focus on the people delivering the experience. In 2025, Sani/Ikos Group employed more than 7,300 people, many recruited from local communities. Its workforce is expected to exceed 11,000 in the coming years, making the attraction, development, and retention of talent increasingly important to its future.

For Patricia Lajara De Camilleri, Chief Human Resources Officer at Sani/Ikos Group, investing in people and helping them develop their skills is inseparable from delivering exceptional hospitality. As technology becomes more sophisticated, genuine care, empathy and human connection remain fundamental to the guest experience.

The skills that matter most

The skills required in hospitality keep evolving. Digital literacy and familiarity with emerging technologies, including AI-powered tools, are becoming increasingly valuable. Yet the qualities that distinguish exceptional service remain profoundly human: empathy, communication, adaptability and sound judgement.

“We look for genuine people who care about others and have an instinct for service. People who are curious, and eager to learn. These qualities matter more to us than previous experience or technical expertise. Experience comes with time, and skills can be developed”, explains Patricia Lajara De Camilleri.

At a time when hospitality businesses continue to face challenges in attracting and retaining employees, this approach also creates opportunities for people entering the industry without a traditional hospitality background, but with a genuine desire to develop professionally and grow as part of the organization.

Finding the right people is particularly important for a Group whose two brands offer distinct experiences. Sani, in Halkidiki, has long been a benchmark for luxury family holidays, while Ikos Resorts has developed a distinctive approach to luxury all-inclusive hospitality across the Mediterranean. Both rely on employees who understand what makes each brand different and bring its character to life through their daily interactions with guests.

From seasonal work to an international career

The Group’s international expansion is opening up career paths that extend well beyond a single role, resort or country. An employee might begin in a guest-facing position, gain experience across different departments, and gradually move into management, building a long-term career in hospitality. There are already many examples of employees who have spent years working at the Group’s resorts, building their careers and becoming an integral part of their story.

“Where you start is only the beginning of your journey. It does not determine or limit how far you can go. With hard work, passion, a clear vision and belief in ourselves, we can overcome the limitations we sometimes place on our own potential. Hospitality offers tremendous opportunities to those willing to embrace them”, says Patricia Lajara De Camilleri.

A culture of learning, recognition, and inclusion

Creating opportunities is only part of the picture. At Sani/Ikos Group, investment in people extends to building a workplace culture where employees are encouraged to learn, recognised for their contributions and supported in reaching their potential.

Education plays an important role. Through its partnership with Cornell University through eCornell, the Group provides access to internationally recognised professional development programmes. Meanwhile, Hospitality Forward, delivered in collaboration with AKMI Educational Group, helps young people pursue careers in luxury hospitality, combining vocational training with employment opportunities at Sani and Ikos Resorts.

Learning and development continue throughout an employee’s journey with the Group. From structured onboarding and continuous learning through a global e-learning platform, to training academies, masterclasses and workshops, employees are supported in building new skills and preparing for future opportunities. Development is further reinforced through leadership programmes and internal processes such as the Performance Management Alignment System (PMA), which brings together performance assessment, goal-setting and regular feedback, and the Competency Library, which identifies the skills employees need to progress into new roles and take on greater responsibilities. Together, these initiatives help employees grow, make an impact and realise their potential.

Employee engagement is further strengthened through initiatives such as the Sani/Ikos Group Ambassadors Programme, which reflects the belief that the Group’s greatest strength and differentiation comes from its people. Designed to embed the Group’s values and culture across the employee experience, the programme empowers ambassadors to act as role models, champion the Sani/Ikos spirit and help create meaningful experiences for guests and colleagues alike.

Recognition is another important part of this approach. Initiatives such as Guest Star and Value Ambassador celebrate employees who make an outstanding contribution. Guest Star recognises exceptional feedback from guests, while Value Ambassador honours individuals who demonstrate the Group’s values through their everyday work.

Underlying these initiatives is a shared understanding of Greek hospitality, bringing together thousands of employees from different nationalities, cultures, and professional backgrounds. As the Group grows internationally, fostering an inclusive workplace built on mutual respect and an appreciation of diversity becomes increasingly important. The aim is to ensure that employees feel valued, are comfortable expressing their views and have the opportunity to progress. Employee satisfaction and engagement surveys also provide insight into their needs and priorities.

“Hospitality does not begin when a guest arrives. It starts with how we treat our own people. When employees feel respected, supported and given opportunities to grow, they are better placed to extend that same care to our guests. Human relationships have the power to make a difference, both within an organisation and in the experiences we create”, says Patricia Lajara De Camilleri.

Looking ahead

The continued growth of international tourism, changing employee expectations and rapid technological advances are reshaping employment across the hospitality industry.

For hotel operators, success increasingly depends not simply on filling vacancies, but on offering rewarding careers and helping people build the skills they need to thrive in a changing environment.

As Sani/Ikos Group continues its expansion across the Mediterranean, investment in both technology and people remains a strategic priority.

“Ultimately, guests remember the people and how they made them feel”, concludes Patricia Lajara De Camilleri.