Could you tell us about your background and your current role?
" During my bachelor's degree in tourism and hospitality, I started working as a receptionist—a role that allowed me to develop a strong passion for guest relations and customer service. I then moved into positions of increasing responsibility: Front Office Shift Leader, then Assistant Front Office Manager, before becoming an Assistant General Manager.
Throughout my career, I’ve had the opportunity to work in both midscale and upscale hospitality, and across very different types of properties—ranging from boutique hotels to larger-scale establishments in several European countries.
This has given me a global vision of the industry, as well as a great ability to adapt to different clienteles and high expectations. Today, I have been the Front Office and Reservations Manager at the Five Seas for 3 years. My role consists of overseeing the entire guest journey, from the very first point of contact to departure, ensuring we deliver a personalized, seamless service that lives up to the establishment's standards. "
How important is the welcome in the overall experience of the guests?
" The welcome is fundamental: it is the first impression, the one that often sets the tone for the entire stay. Within moments, guests need to feel expected, recognized, and understood. I am also convinced that what guests remember above all is the human quality of the service—the kindness, attentiveness, and communication of the teams. A sincere and caring relationship can sometimes even make people forget minor unexpected issues or imperfections. "
What details do you pay close attention to when a guest arrives?
" I pay very close attention to personalization: the guest's name, their preferences, any special requests, the reason for their trip, and their expectations. I also observe their attitude and mindset after their journey so I can adapt my approach accordingly (whether they need discretion, energy, or extra guidance). Finally, I ensure the journey is seamless: a fast check-in, clear information, and high-quality interactions every step of the way. "
How does the reservations department help build an initial relationship with guests even before they arrive?
" The reservations department is often the very first point of contact, so it is essential for laying the foundation of the relationship. Through personalized communication, attentive listening, and quick responses, we already begin to understand the guest and anticipate their expectations. It is also an opportunity to showcase the Five Seas experience by suggesting additional services and creating positive anticipation before they even arrive. "
In your opinion, what makes a stay truly memorable?
" A stay becomes memorable when it exceeds the guest's expectations through sincere and personalized care. It’s the details that make all the difference: a well-tailored surprise, accurate anticipation, or an unexpected, perfectly orchestrated moment. Emotion is key—the guest should leave with the feeling that they experienced something truly unique. "
In a few words, how would you define your vision of hospitality at the Five Seas?
" For me, hospitality at the Five Seas rhymes with elegance, sincerity, and personalization. It means offering a bespoke service while remaining natural and attentive, creating an experience that is both refined and warm. The goal is to transform every stay into a privileged moment, true to the intimate and exclusive spirit of the property. "