The context Amari Raaya Maldives (now RAAYA by Atmosphere) was a newly opened 5-star resort, a part of ONYX Hospitality Group, with an experienced management team, skilled employees and a strong offer. Two months after opening, I was brought in for a week-long mystery guest stay to review the complete guest journey and give the […]
Project overview → Client: a regional development agency → Challenge: support local tourism providers in delivering on the promise of boutique hospitality and identify opportunities to create more value → Scope: guest journey reviews of 16 providers – accommodation, restaurants, experiences and tourist information centres – across three municipalities Each provider received individual findings and […]
Project overview → Property: small boutique hotel with a restaurant and wellness facilities → Initial project: 3-day/2-night mystery guest stay and Guest Journey Review covering the entire journey – from the initial enquiry to post-stay communication. This was followed by a written report with findings and recommendations and an in-person debrief with the hotel owner […]
I’ve lost count of how many times someone has said, “The service was great!” Usually, they mean: The team was polite Orders were correct Check-in was smooth No one had a reason to complain, pretty much. But these instances are really just service. Transactions. Getting the job done. Think of it this way: you visit […]
You’ve done the hard part. You’ve brought a property to life, hired a team, set up the systems, handled a thousand decisions and likely sacrificed more than guests will ever know. I’ve been part of pre-opening teams and worked behind the scenes on marketing and brand development for luxury resorts, so I know how much […]
Guest experience is often misunderstood. It’s seen as a soft, feel-good layer, not the strategic business driver it actually is. During my years working in luxury resorts in the Maldives, I saw just how deeply this mindset was embedded into operations, brand identity and team culture. It was never just about being friendly – that […]
Barbara Tori s.p.
Based in Slovenia, supporting hospitality providers internationally
Guest experience review | team development | leadership support
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