Essentially when the aim is to change behaviors, reaction patterns, or entire mindsets! In a recent (still in progress) project, the goal was anything but glamorous: a measurable boost in the hotel’s online score.   We focused on the only thing truly within our control, the human factor 💜, while the “uncontrollables” (street noise, renovations, parking) were politely aknowledged. I insisted to be part of the rehearsal phase for the new service skills as I do in each project

I worked in luxury hotels where reviews landed like breaking news, and everyone dropped what they were doing! Each 8/10 felt like a failure,   An 9/10 still felt like a disappointment Every 10/10 felt like, well… normality.   So, imagine everything below 8/10 being an absolut drama!   🚨 Literally a red zone of flags and alerts that triggered immediate attention, action, recovery steps & a life or death fight to restore reputation. The amazing part was that the comments were

I am the kind of guest that leaves a neat room behind and calls the employees by their name. I get a rush of joy when I see a large smile welcoming me and I definitely feel special just by being asked about my day. I would always choose meaningful interactions over fancy amenities, and I am very loyal as a person, in general. This isn’t me being sentimental but me craving more as a guest! More sense of belonging, more human vibe, deeper attachments than the sterile menu handi

Someone told me that my idealized & americanized way of understanding service & hospitality is not gonna “sell" in Romania! I only worked for 5-Star & Luxury Marriott hotels, so far in my career.   In 3 different countries (including Romania) & 2 unique brands (JW Marriott & The Ritz-Carlton). All with the same mentality of taking care of employees as first priority & creating memorable experiences for the guests, as natural consequence. 🤩 I don’t know any other way! As empl

5 non-negotiable habits of a receptionist, in all types of businesses! Recently I took my child to a dental clinic, for the first time. I chose one based on ratings & reviews. It even had “luxury” in the name. I was reassured by the pre-visit standards: good telephone etiquette proactivity in offering details call to reconfirm the appointment anticipating needs with an online medical form   Only green flags.   Nothing impressive or luxury though.   (like using my name in the

I’ve chosen to Normalize Great Service as the focus of my business. You know…   boring basic standards first, serve like you own the place, calculating the cost of mediocre service & converting it to profit. And I do all these based on a Human Resources background!   Born & Raised! When I got my first job as Training Coordinator in luxury hospitality I knew nothing about hospitality. A great investment of trust from my leader and 6 months of cross training in operations helpe

I train teams to serve like they own the place. In the messy, profitable, everyday kind of way. I am so confident because for years, I’ve...

I’ve trained thousands of employees in 5-star brands. And the most underrated skill I saw was knowing when to break the script. It takes...

I get great service you get more money! We ate at the same place three times on a city break last weekend! Simply because the service...

I worked 13 years in HR & Guest Experience in 5-star hotels.  At that level, if one employee hesitated, looked unsure, or used the wrong tone with a guest, we could lose thousands of euros in a single day. Because one moment of indifference or mediocrity can destroy trust, damage reputation, and stop high-value clients & employees from coming back. Now I work WITH customer-facing businesses in Romania. The biggest difference: NO ONE BOTHERS TO CALCULATE THE COST. The cost

I’m in that phase where my collected mix: luxury hospitality, high performance HR and lately entrepreneurship & consultancy, finally makes sense. And these are only the MACROS! Business acumen, expertise you can easily see on the LinkedIn profile. Imagine the Micros! The meta-competencies.

We love to complain about tourism, hospitality & service industry in Romania.  And not just about hotels anymore, butt every small...

💊 My consultancy services are definitely a VITAMIN! I help you build the kind of cultural health that prevents the pain in the first place. Pills are reactive. My work is preventive. A one-time training to “fix customer service”? A pill. A shiny HR process to suddenly boost engagement? Also a pill. So I don’t sell pills. I work on service mindset, not service scripts.  I am the consultant leaders bring in when they finally decide to get serious about long-term excellen

Dear service professional, When I walk into your space as a customer, I expect my job to be over and yours to begin. Too often I still end up doing things you should’ve handled. Most times it’s subtle. But it adds up: small tasks, tiny hesitations, avoidable frictions. What is my actual job, as customer? Show up Be respectful Have a bit of patience Pay for the experience Leave feeling better than I came That’s the contract. Everything else is your job.

Leaders, love your customers enough to put your employees first!

There’s something special about people who work in hospitality. It’s not just their ability to carry three plates while smiling at an impatient guest. It’s something deeper that you don’t find in every industry.

New identity: my March version of women-power-themed marketing! Inspired by the book on emotional intelligence I’m reading 💙 (Permission...

Guests love the show, We love the preparation! Creating Experiences requires a great MIND & HEART Coordination and that’s far from being...

Sleep when the baby sleeps!, Eat when baby eats!, well, no longer a baby but the advice keeps coming – work when the toddler plays! For...

I am so sensitive to this!   Being a leader taught me how to spot a great team culture fast.   When I felt comfortable enough to laugh...