Project overview → Property segment: small boutique hotel with a restaurant and wellness facilities → First stage of the project: mystery guest stay (3 days/2 nights) and diagnostic review of the entire guest journey – from the initial enquiry through to the post-stay stage → Scope of the project: a detailed written report with findings […]
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 analysis | team development | leadership support
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