Paulin Hospitality

Esteban Paulin

Hotel Operations specialist with 15 years accross Relais & Chateaux, Rosewood,and Forbes-standard venues. I help independent hotels and restaurants launch without chaos, fix service standards before they hit reviews and built teams that stay. I work On-site, with your people, until it works.

the programs

Every property is different, I operate in four modes: fixing what is broken before it kills your reputation, or building what does not exist yet so you open strong . All four engagements include on-site time, written systems, and remote follow up.

Openings are one of the most complex undertakings in hospitality. years of planning, millions in investment, and months of contruction all converge on a single moment: the first guest walking through the door. Yet many properties open with beautiful design and unprepared teams.I work with owners, general managers, and pre-opening teams to build operational infrastructure that most properties only realise they need after the damage is done. From service standards to team training, from POS systems to labour frameworks, every element is designed, documented, and rehearsed before the first guest arrives.

Every property has a gap between what the brand promises and what the guest actually experiences. Sometimes that gap is visible - slow service, uneasy check-out, disconnection with guests etc. More often it is invisible to management but glaring to guests: the server who does not know the menu, the receptionist with bad attitude, rushing the guests, lack of flexibility, the manager that avoids the floor, disorganized service for so long that nobody notices anymore.I find those gaps. I work your property as a mystery guest and operational auditor, seeing exactly what they feel, and documenting every touchpoint that falls short of your stated standard. Then I give you a clear prioritised, cost-neutral action plan- not a theorical report that sits on a shelf, but a practical diagnosis with specific fixes.5-days later I return to retrain your team on the root causes, not the symptoms. And for 25 days after that, I stay connected via Whatsapp and scheduled check-ins to make sure the imporovement is hold.This is not a luxury for struggling properties. It is a preventive maintenance for properties and businesses that want to stay good - and catch the drift before it becomes a decline.

Most Hotels train new staff the same way; shadow someone for a day, then throw them onto the floor. The result is inconsistent service, repeated mistakes, and high turnover that costs more than training ever would.I Build onboarding systems that turn new hires into brand ambassadors within 30 days. Not through longer training, but through structured measurable, repeatable processes that your managers can deliver without me standing over them. The manual the calendar, the tests, the certificates - everything is designed, documented and ready to scale.You stop repeating Day One. Your team starts performing from Day One.

Most Independent Hotels and small groups do not need a full-time Director. They need someone who shows up when it matters, sees what the GM is too busy to see, and keeps standards from drifting between inspections.I act as an Director - on a fix monthly retainer. One visit per month, two-days on-site, plus unlimited remote support between visits. I audit, coach, and course-correct. Your managers get a senior voice to call when a guest complains, or a new hire needs fast-tracking. No full-time salary, no pension. no office. just expertise when you need it.The properties that stay excellent are not the ones with the biggest budgets. They are the ones with consistent, external accountability.

I design custom engagements for properties with specific timelines, budgets, or challenges that fall outside the standard programs. The process is the same - diagnose, build, deliver, sustain - but the scope, duration, and investment are tailored to your exact situation.

contact

ready to open without chaos-or fix what is already slipping?Every week you wait, your team rehearses bad habits. I work with a small number of properties each quarter to ensure the work actually gets done, not just documented.Please send your details and I will respond within 24 hours

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