Electra Hotels & Margarita Guarantee, Greece: a best practice on EDI

Electra Hotels and Resorts has been in the hospitality industry for over 60 years with six properties throughout Greece. The organisation is committed to delivering exceptional guest experiences while positively contributing to local communities. Thirty years ago, Margarita Guarantee introduced Greece’s first job-matching platform specifically designed for individuals with intellectual disabilities, helping them secure employment by connecting them with potential employers.

Context

Electra Hotels and Resorts, in partnership with Margarita Guarantee, offers supported employment opportunities for neurodiverse and autistic individuals. This initiative, currently piloted at the Electra Metropolis Hotel in Athens, aims to expand across all the group’s hotels in Greece. The project promotes equal societal integration by helping their target demographic enter the workforce, generate income, and engage in meaningful social interactions. This initiative was inspired by Electra’s human-centric approach, which emphasises on giving back to society through ethical commitments. It also aligns with Margarita’s long-standing dedication to social responsibility and intellectual diversity inclusion.

Implementation

Margarita approached the Electra Group to propose a collaboration on an EDI initiative aimed at providing employment opportunities for individuals with disabilities within their properties. Electra accepted this invitation. Prior to the launch of the initiative, hotel executives organised a focus group session with guests to introduce key functions and job roles available at the hotel. During the session, the invited participants had the opportunity to explore the three main operational units where the initiative would be implemented: Housekeeping, Food & Beverages, and Reception. They also engaged directly with these areas and learned about their standard operating procedures. This experience enabled guests to share valuable insights regarding their interests, concerns, and feedback about the EDI initiative.

Following this step, the hotel hosted an open day where the first group of employees, which included neurodivergent and autistic people, participated in the hotel’s daily operations. These employees demonstrated a strong interest in the tasks they were introduced to and responded positively to their roles. Permanent staff were exceptionally supportive, showing empathy for the challenges faced by their new colleagues while recognising their potential. Acknowledging the mutual benefits from this initial positive engagement, the Electra Metropolis Hotel in Athens, with guidance from the Margarita organisation, established a formal professional employment initiative for individuals with intellectual disabilities as a pilot project. This phase focused on positions within the Food and Beverage sector and Reception, where employees interacted with guests and supported overall operations in the hotel restaurant and lobby. The integration of new employees occurred gradually, with continuous support from Margarita’s experts over two weeks. As the new employees adapted to their roles, their working hours were slowly increased from an initial four hours per day. Margarita’s professionals closely monitored the new employees’ responses to their tasks and provided necessary training and adjustments as required.

Enabling Factors

One enabling factor was the alignment of both organisations’ vision and mission. Electra Hotels and Resorts is guided by integrity, compassion, and innovation, with every decision reflecting their commitment to these values. Meanwhile, Margarita’s mission is to secure meaningful employment for individuals with disabilities. Another critical factor was Margarita’s experienced interdisciplinary team and their specialised Employment Integration Department, which oversaw the implementation of the initiative. This team closely monitored each individual to ensure that both the employee and the hotel adapted to each other effectively. Moreover, the positive attitudes of the hotel manager and the respective business unit leaders played a crucial role. They promptly addressed any initial issues regarding the new employees’ consistency and workplace integration to maintain an environment of understanding and acceptance. This leadership encouraged all staff to accommodate the unique working conditions of the new employees and support them. Finally, the hotel sector offers several roles characterised by repetitive routines, which are well-suited to neurodivergent and autistic individuals, allowing them to perform these tasks with a high level of consistency.

Barriers

While the initiative is still in its pilot phase, both organisations recognise the challenges people with disabilities face in providing services and interacting with guests. However, Electra’s managers, permanent staff, and Margarita’s Employment Integration Department work together to foster a supportive environment.

Impact on the Organisation

The supported employment provided by Electra Hotels and Resorts has brought multiple benefits for all stakeholders, promoting a deeper understanding and people with disabilities. This initiative also has positively influenced internal relationships among employees while enhancing their interactions with hotel guests. Staff at the hotel have broadened their perspectives, becoming more open to differences, and exceeded management’s expectations in supporting their new colleagues.

Quotes

‘Company tradition dictates that we forge our employees’ culture of empathy and acceptance.’

‘Although the industry has high employee attrition rates, at Electra Hotels and Resorts
we adopt people-centric approaches – practically not just theoretically – and so it is a
company that has permanent staff.’

Lessons Learned

Permanent employees have improved their communication skills. Another lesson has been the increased acceptance of diversity and a strengthened sense of patience from all stakeholders.

Future Plans

The next step involves engaging Athens-based executives to facilitate the adaptation and training of new employees with disabilities. This will equip managers with the necessary knowledge to prepare other hotels in the group for adopting this initiative. Once successfully implemented across all Athens properties, the practice will be expanded to the rest of Electra Hotels and Resorts.

Links with UN Sustainable Development Goals

Read the full EDI report here.