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Case Study

91 Athens Riviera | Redefining Member Experience in Luxury Hospitality

This exclusive private club transformed its member experience with WHITEHAT’s data-driven CRM solution. By unifying all systems into a “Single Source of Truth” via HubSpot, 91 Athens Riviera increased engagement by 30%, streamlined operations, and achieved 85% member retention—setting a new benchmark for hospitality innovation.

The Challenge

91 Athens Riviera is a luxury private club catering to high-net-worth members seeking discreet, personalized experiences. However, fragmented systems and data silos across departments led to:

Key goals included:

  • Delays in member service and communication
  • No unified view of member interactions
  • Inability to deliver personalized offers and experiences
  • Inefficient onboarding and subscription processes

WHITEHAT was brought in to turn this around with a member-first digital strategy.

The Solution

Using HubSpot CRM as the core infrastructure, WHITEHAT designed a tailored ecosystem centered on personalization and efficiency:

  • Single Source of Truth CRM

    Integrated all member data, preferences, bookings, and communications

  • Automated Member Onboarding Path

    With digital forms, workflows, and e-contracts via PandaDoc

  • TripAround Integration

    For real-time booking and service coordination

  • Member’s Mobile App Sync

    Enabling direct engagement and in-app communication

  • Segmented Communications

    Custom campaigns and offers based on member activity, preferences, and lifecycle stage

  • Service Ticket Automation

    Continuous optimization via smart dashboards and campaign metrics.

  • Dynamic Reporting

    Dynamic Reporting: Real-time dashboards for leadership to make informed decisions

The Results

  • +30% engagement

    through personalized and timely interactions

  • -45% manual work

    with smart ticket routing and mobile integration

  • +35% onboarding efficiency

    reducing delays in turning applicants into active members

  • +20% improvement in bookings

    with automated, accurate reservation flows

  • +15% increase in member satisfaction

    thanks to data-driven personalization

  • 85% renewal rate

    showcasing strong loyalty and seamless service

91 Athens Riviera now sets the gold standard in luxury membership experiences - digitally powered, yet deeply personal.

Client Success Stories

HubSpot CRM Tailored to Membership Excellence
“Our collaboration with WHITEHAT was a seamless experience. They built a tailor-made CRM for us, ensuring that every membership process was fully automated through HubSpot. Their expertise allowed us to create a frictionless experience for both our team and members.”

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ALEX REINHARDT

91 Athens Riviera

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