You're a ‘lateral entrant’, having worked as a teacher before your Grand life began. What made you decide to pursue a career in the hotel industry?
Being a teacher was a career that maintained the tradition of my family, my father was a math teacher and my mother was a primary teacher, so it was in my DNA. I had been teaching for a few years when I started, out of necessity, dealing with guests looking for holidays in local accommodations. From there to professionalisation was a short step, I did specialised training in London where I consolidated my passion for hospitality, mainly in the guest service area.
Working in reservations, you are the guests’ first contact with Grand House. Many details must be set in motion prior to their arrival. Which subtleties and extras do you have to pay attention to? And do you feel like you already know the guests before they check into the hotel?
I am a naturally demanding person; I like to pay attention to details, and I consider them important. But what I aim the most is to ‘feel’ every guest, to understand their needs and preferences in order to offer a truly unique and tailored experience. That is why it is common for guests to ask for me upon arrival, and meeting them in person is a Grand honour, a source of happiness and motivation.
The Grand Universe is full of magic. What do you personally like best about Grand House?
At Grand House, high quality standards are present and are extremely important, but what truly distinguishes us is the way we humanise relationships. For us all guests are friends who come to visit us, and we do everything to make them feel special, welcomed and to provide them with memorable moments.