For better service in Romania we don’t need a revolution, we need repetition.

We love to complain about tourism, hospitality & service industry in Romania. 

And not just about hotels anymore, butt every small business that serves a customer: beauty salons, shops, gyms, cafés, courier services, you name it.

And we like to read about it, because we relate to complaining more than with great experiences.

We complain about bad service & attitudes. Broken systems. Having potential but lacking execution. No support from authorities. No strategic planning. Hard to find professionals. Poor hospitality education. Low salaries. Long hours.

(I know, I complained about half of that myself!)

And then we go back to work. 

Maybe even post a group picture from the latest gala.

🫸 Then…

> Why do we call it “professional” when guests leave embarrassed & staff leave burnt out?

> Why are we investing more in trophies than in training?

> Why are schools still waiting for real partnerships while we say we “can’t find people”?

> Why is every constructive suggestion met with “eh, that’s how it is here”? 

The standard is not cultural. It’s a choice. We’ve seen it done well.

Admitting that basics need fixing it’s boring & disappointing.

But there is no need to reinvent hospitality!

The know-how exists EVERYWHERE. 

There are people in this country who’ve seen 5-star behaviors up close & practice them daily, supported by the standards infrastructure of an international company. 

We follow, we like, we are inspired by their their success, projects and presence.

And then we go back to work. 

Scroll & relate more to a reel about how annoying some customers are.

And most local businesses? They don’t have SOP manuals, global audits, or shiny recognition programs. Managing long to-do lists that drain all the energy from noticing staff behaviors, attitudes, guest’s feedback or missed opportunities.

🥱 Let’s make it boringly practical: we need to execute the basics well AND consistently:

offer internships with real mentorship, not unpaid labor,

recognize daily excellence, not just at awards events,

use shift briefings to reinforce culture, not just tasks,

make onboarding sacred. Not rushed. Not optional,

fix small issues without waiting for complaints,

start with how your team treats each other,

expect product knowledge as a baseline,

empower staff to think, not just execute,

obsess over cleanliness, everywhere,

make feedback routine, not reactive,

treat your staff like future trainers,

🧯Service leaders & owners, if you are in the business of serving a customer and you’re reading this, you already know what needs to change in your own backyard. 

You’ve felt the frustration (I hope...).

Push through that “Well, it’s not that easy!” thought you’re having or the “I have more important things to do!” misplaced focus.

Start today!

Not with a campaign. With a conversation.

Who will you talk to first?