·
All episodes
Ayhan Başi
Episode · #487

TURIZAM 385 Ayhan Basci

Guest Ayhan BaşiHosted by Goran RihtarićMay 3, 2026
About this episode
What you'll hear in this conversation

When the pandemic hit, many hoteliers braced for years of recovery. Ayhan Başi, the general manager of Rixos Premium Dubrovnik, tells a different story: his hotel not only exceeded 2019 performance in 2022, but did so by focusing on a specific kind of guest willing to pay more for genuine experiences. He describes a pre-pandemic renovation and strategic repositioning that, by chance, perfectly aligned with what guests wanted most after lockdown. Beyond this unexpected boom, Başi also reveals how the Rixos Premium Dubrovnik manages to stay open year-round in a city that largely shuts down for winter, a rare feat. You will finish this conversation with a blueprint for adapting to shifting guest expectations and sustaining operations through economic cycles.

Insights from the conversation
What to take from this episode
01
The 2022 summer season at Rixos Premium Dubrovnik surpassed 2019 figures, not primarily through increased room nights, but by significantly raising the average daily rate (ADR). The post-pandemic market prioritizes value and specific experiences, allowing operators to command higher prices for quality rather than chasing volume.
02
A major renovation and strategic repositioning to a 'luxury lifestyle' concept for individual leisure guests, completed just before the pandemic, unexpectedly aligned with what guests sought afterward. Sometimes, a crisis accelerates the adoption of a vision already in progress, turning a seemingly ill-timed investment into a competitive advantage.
03
Post-pandemic guests are more discerning, prioritizing health, high-quality local food, and 'real experiences' that 'you cannot fake.' If the offering is authentic, guests are willing to pay for it, making genuine quality a commercial imperative rather than a luxury add-on.
04
Dubrovnik largely closes from November to March, but Rixos Premium Dubrovnik remains open year-round, a rarity for the destination. Sustaining operations through off-season often means accepting near-zero balance sheets, but the strategic benefits — staff retention, continuous readiness, and market positioning — outweigh the short-term financial squeeze.
05
Instead of seasonal layoffs, Rixos sends 50 to 60 staff members to other Rixos properties in Dubai, Qatar, Egypt, and Turkey during Dubrovnik's winter months for training and operational support. This strategy transforms a seasonal staffing challenge into a continuous professional development program, retaining skilled talent across the global chain.
06
To attract guests during the off-season, Rixos Premium Dubrovnik organizes high-profile events, such as concerts with regional stars, like Dino Merlin for New Year's Eve. Despite 'very high price,' such targeted, quality events can create significant demand, proving that a strong cultural offering can override seasonal slumps and price sensitivity.
07
The recovery of the MICE (Meetings, Incentives, Conferences, and Exhibitions) segment lags behind individual leisure travel because these large events are planned years in advance. While individual travel rebounded quickly, segments with long lead times require patience and different forecasting models for a full return to pre-pandemic levels.
Explore further
ScenariosBusiness challengesCardsEducational cardsTimelineTopic evolution