What I had learned in my experience as Hotelier

One of the most important lessons I’ve learned is that—regardless of the beauty of the construction, the uniqueness of the concept, or the allure of the destination—what truly matters is curating everything around the guest experience. We must offer experiences that go beyond the surface, reaching beneath the skin and into the soul.

Every human being, in their own way, seeks to achieve something special in life. For some, it might be owning a vineyard and producing their own wine, complete with a personalized label. Whatever the dream may be, our job in hospitality is to create mind-blowing, memorable experiences that ignite excitement and meaning.

To do that, it's essential we know our guests even before they arrive—the purpose of their stay, their likes and dislikes. Personalization must be taken to an entirely different level. And it’s vital that our team is fully engaged to ensure guests receive more than they ever expected. This cannot happen from behind closed office doors. Our executives must be present, active, and involved. That is what true hospitality is about: the guest’s wellbeing, and finding ways to surprise and delight them at every turn.

Another invaluable lesson I’ve learned is recognizing that every professional has a unique, natural talent. We must go beyond job descriptions and truly understand what drives each individual. People thrive when they are doing what they’re naturally good at—not necessarily what they were trained for. When employees are fulfilled physically, mentally, and spiritually, they are able to give their best, wholeheartedly. Their wellbeing is just as important as that of our guests. Only when they feel deeply satisfied can they deliver extraordinary service from the heart.

In the same way, our guests also seek growth and healing. Many struggle with health issues that, as science increasingly shows, often originate in the mind. And while our understanding of the spiritual world remains limited—whether through religion, rituals, or personal beliefs—we cannot ignore its importance. It’s a part of us all, and we have a role to play in acknowledging and supporting that journey.

At Hacienda Real (www.haciendareal.love), my vision included a clinic and an educational center. I had dreams of creating spaces for learning, healing, music, and art. Now, I see that this mission doesn’t necessarily require a physical place. We can support people in their search for fulfillment—wherever they are. And yes, we can do this.

Please don’t hesitate to reach out if you have any thoughts, questions, or reflections. What I’ve shared is the essence of what I’ve come to understand after years of working with some of the most inspiring hotels across the globe.