I show boutique hotels and destinations where their guest experience slips — and help them turn missed opportunities into real value for their guests.
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.
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.
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.
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.
You can’t differentiate on product alone — and shouldn’t compete on price. Exceptional guest experience is your most viable strategy.
There’s only so much value in the product itself. Premium pricing and healthy margins require an experience that matches.
Revenue grows when you proactively deliver experiences that meet evolving guest needs.
Delighted guests are more likely to return — choosing your experience over a competitor’s price — driving loyalty and lifetime value.
Exceptional hospitality turns happy guests into your most powerful and cost-effective marketing channel.
A culture built on guest experience creates a work environment where top talent wants to stay and contribute.
Agility matters. Fast feedback loops improve the current experience and keep you relevant to tomorrow’s guests.
Streamlined operations that prioritise the guest experience reduce time spent putting out fires and free up energy for what really matters.
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.
Bring me on board to complete the missing pieces your in-house team can’t cover alone.
Diagnostics
Development
Advisory
What is guest experience?
Originating from the concept of customer experience (CX), guest experience encompasses how a guest feels about every interaction they have with your company. Guests today are experience seekers, driven by convenience and shaped by the high expectations set by their most recent outstanding experiences. To increase sales, build loyalty and fulfill your customer promise, it is essential to excel in every single interaction.
What drives a positive guest experience?
Guests today are intolerant of businesses that entice them with appealing offers only to exploit them later. Instead, they seek to trust the companies they engage with, expecting relevant, customised attention, effortless transactions and swift resolution of issues. If a business has robust recovery strategies for when problems arise, that’s even more reassuring. In essence, guests want to feel confident that they’ve made the right choice in how they spend their time and money.
What are the benefits of a remarkable guest experience?
Nowadays it is difficult to compete on product and price, so guest experience can provide differentiation. Satisfied guests tend to stay longer, spend more, return more often and share their positive experiences with their social circle; the more you know them, the more tailored services you can provide. Did you know it costs 5-times as much to acquire a new customer than to retain an existing one? A better guest experience can also leads to higher staff satisfaction, reduced costs to serve and an increased bottom line through repeat sales and higher prices guests are willing to pay for exemplary guest experience with businesses they feel close to.
How you evaluate the guest experience?
I have developed a comprehensive evaluation method that delves into every aspect of the guest journey. Through mystery visits or collaboration with your team, we examine each interaction, focusing on personalisation, transparency, operational ease, communication, and more. We deliver a detailed, unbiased status report, highlighting your strength and identifying room for improvement. We can take it from there with tailored recommendations and assist you in devising and implementing a strategy to help you reach your business goals by setting your venue apart based on a remarkable guest experience.
Can smaller businesses benefit from your services?
Certainly, it’s the boutique hospitality in particular that can reap the most benefits. Get in touch with information on where your pain points lie and we will look into your challenges to see if we’re a fit and it’s the guest experience expertise that could help you solve any of your hospitality business issues.
Barbara Tori s.p.
Ljubljana, Slovenia
Available for worldwide assignments
GX management | mystery visits | training | consulting
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