Shaping hospitality excellence.

I show boutique hospitality businesses where their guest experience is slipping and help them turn missed opportunities into value.

Get in touch

Hi, I’m Barbara Tori.

I help boutique hotels, destinations and other hospitality providers improve the guest experience — a key selling point often promised, but rarely fully delivered.

During a decade working in various roles with resorts in the Maldives, including years spent living on site, I’ve directly observed the value that expertly managed guest experiences can create.

Combined with backgrounds in marketing, state protocol and project management, I’m uniquely positioned to bridge the gap between well-intended efforts and guests’ perceived reality.

I bring a grounded, analytical eye and hands-on expertise, so you can deliver the kind of hospitality that sets you apart from your competitors.

Good hospitality products must come with a good guest experience.

Reach out and I will help you polish it to perfection.

Services

Guest experience is one of the first things properties say they care about — but one of the last areas to get the structure, attention and expertise it actually requires.

You can turn to me for in-depth guest experience evaluations, staff training, management coaching and light operational support with best practices from top properties you can adapt to your own context.

Bring me on board to complete the missing pieces your in-house team can’t cover alone.

Diagnostics

Barbara Tori Guest Experience Consulting

Guest experience evaluation

For properties that want to zoom in on their guest experience to see what is performing and where value is leaking
Signature service using a proven evaluation framework
Mystery visit or structured session with management to map and assess the guest journey
Clear diagnostics of strengths and missed opportunities
Includes a concise report and debrief to guide next steps
Brings a sharp, external perspective to spot internal blind spots

Development

Team & management training

For teams who want to feel more confident, more aligned and deliver a seamless guest journey
Interactive sessions based on real guest scenarios
Helps teams understand what guests truly value and how to deliver it
Popular workshop: guest communication, service recovery, setting experience standards, team coordination and cultivating a hospitality mindset
Builds service confidence and a strong hospitality culture from within
Tailored to your property’s specific gaps, strengths and guest profiles

Advisory

Executive support & leadership coaching

For managers and owners who feel stretched and need a competent peer to help navigate competing demands
Grounded, approachable support for both behind-the-scenes operations and front-end dynamics
Guidance on team leadership, managing time and priorities and embedding guest experience principles into daily routines
Help with with task management, internal comms, guest-facing tools and process clarity
Temporary executive support when leadership is maxed out, keeping guest experience intact through transition or pressure

Client testimonials

Brands that strengthened my expertise

Improving the guest experience pays off

Merely delivering the service isn’t enough. True hospitality means giving guests more than their money’s worth. What truly delights them and drives lasting success is elevating the experience beyond expected standards.

Surviving in a competitive market

You can’t differentiate on product alone — and shouldn’t compete on price. Exceptional guest experience is your most viable strategy.

Reducing profit erosion

There’s only so much value in the product itself. Premium pricing and healthy margins require an experience that matches.

Avoiding limited revenue growth

Revenue grows when you proactively deliver experiences that meet evolving guest needs.

Mitigating low retention

Delighted guests are more likely to return — choosing your experience over a competitor’s price — driving loyalty and lifetime value.

Reducing marketing dependency

Exceptional hospitality turns happy guests into your most powerful and cost-effective marketing channel.

Tackling staff turnover

A culture built on guest experience creates a work environment where top talent wants to stay and contribute.

Avoiding getting stuck in old ways

Agility matters. Fast feedback loops improve the current experience and keep you relevant to tomorrow’s guests.

Minimising operational churn

Streamlined operations that prioritise the guest experience reduce time spent putting out fires and free up energy for what really matters.

Specialising in boutique hospitality

VeryGuest.com - Guest Experience Assessment and Consulting

Boutique resorts & hotels

Retreats & private lodging

Spa & wellness stays and experiences

Tourism destinations

Bespoke event hospitality

Golf estates

Wine & dine

Experience-driven offerings

Frequently asked questions

What is guest experience, really?

Guest experience is everything a guest feels — not just what they see. It’s how smooth the booking was, how staff communicate, whether things run as expected, how problems are handled and how the overall stay makes them feel. It’s not a single gesture. It’s the full picture — and when it works well, guests leave thinking: “That was better than I expected.”

We get good reviews and high occupancy — why would we need guest experience consulting?

Positive reviews and full rooms are a good sign — but they don’t always tell the whole story. Guests may be satisfied, but are they impressed enough to return, recommend you, or pay more? And is your team working efficiently — or just coping with hidden friction behind the scenes?

Guest experience work reveals what’s missing below the surface: inconsistent service, staff improvisation, unclear processes, or missed opportunities to exceed expectations. It’s not about fixing what’s broken. It’s about making sure your success is sustainable — and not just circumstantial.

What exactly do you do? Is it a training, a workshop or something else?

It depends on your needs. Sometimes I start with a mystery visit and a detailed report. Sometimes I help teams create better processes, onboard staff faster or improve how they handle complaints. Other times it’s a mix of coaching, workshops, and ongoing support. The first step is usually an evaluation — from there, we build what’s actually useful to you. No generic packages, no unnecessary extras.

We don’t have time for big changes — what if we just need quick support?

Not every solution has to be big. Sometimes a short workshop, a clear onboarding guide, or a guest flow check can make a big difference. I offer flexible formats — from light audits to deeper support — depending on what you actually need. It starts with a conversation. You tell me where it feels stuck and I’ll help you figure out what’s possible with the time and resources you have.

We’re a small team — do we have the capacity to implement your suggestions?

Yes — that’s exactly why I work with smaller providers. You don’t need a big team or huge budget to make meaningful changes. I help you prioritise what matters, simplify what’s confusing, and focus on improvements that are realistic for your setup. You’ll leave with clarity, not just a list of things to fix.

Where are you based and who do you usually work with?

I’m based in Slovenia, but I work with clients across different locations — from 5-star resorts in the Maldives to boutique hotels and regional destinations in Slovenia. What they all have in common isn’t size or status, it’s the need for more clarity, consistency, and confidence in how they deliver guest experience. If you welcome guests, you’re in this space — and I can help.