Business Leaders interview: Radu Stefan Mitroi

Tell us a little about yourself and your business.

Leonardo Hotels and Resorts operates as a major player in the hospitality industry, known for offering premium accommodations, including hotels, resorts, and other services. We cater to both business and leisure travellers, emphasizing personalized service, modern amenities, and prime locations in Europe and beyond.

What motivates you in your work and what do you find most fulfilling about being a business leader?

I am motivated by the opportunity to drive customer satisfaction, create memorable guest experiences, and ensure the smooth operation of the establishment. The most fulfilling aspect is often seeing how strategic decisions I make positively impact both employee engagement and guest loyalty, and how it directly contributes to the hotel’s success and growth.

How did you develop your leadership skills and how would you define your leadership style?

My development hospitality leadership skills involve mentorship, continuous learning, and gaining experience in multiple areas of hotel operations. I am A data-driven leader that bases decisions on facts and metrics, while also empathic leader that connects with staff and guests on a personal level. Additionally, I am a very systematic leader which ensures that every aspect of operations follows well-defined processes, leading to consistency and efficiency.

Innovating is crucial in our very diverse industry. How do you stay ahead of trends and incorporate them into your global strategy?

Staying ahead of trends required myself for a combination of market research, networking with industry experts, and actively monitoring guest feedback. To incorporate them into a global strategy, it’s important for me to test innovations at a smaller scale, such as pilot programs, before scaling them across locations based on performance data and guest response.

What do you consider to be the key component(s) of effective business operational development?

Key components include strategic planning, guest-centric services, robust staff training, use of technology to improve efficiency, and a continuous feedback loop from both guests and employees to identify improvement areas.

How do you approach identifying areas for improvement within a company's operations?

I would start with regular performance reviews and guest feedback analysis, followed by examining operational data such as occupancy rates, service times, and customer satisfaction scores. Benchmarking against competitors and using key performance indicators (KPIs) also help to spot inefficiencies.

Where do you think the most promising investments should be focusing on and/or made on?

The most promising investments currently I believe focus on digital transformation, including advanced booking systems, mobile check-ins, sustainability initiatives, and guest experience technologies like smart rooms and AI-powered customer service.

What is or are your biggest career achievement(s)?

A significant achievement worth mentioning is the successful expansion into new markets or segments while maintaining a high standard of service. Another could be dramatically increasing guest satisfaction scores or significantly reducing operational costs without compromising quality. On top of that driving and leading the fast growth and expansion of our portfolio and properties. 

Do you have examples where your leadership made a difference? If so, what were they? 

My leadership makes a difference in moments of crisis, such as during the pandemic when many hotels had to pivot quickly to maintain operations. I communicated transparently, made quick decisions about health and safety protocols, and adjusted service models which helped the company to survive and even thrive.

What’s the most important leadership lesson you’ve learned?

One of the most important lessons I learned is the value of adaptability and the ability to lead through change. The hospitality industry is dynamic and being able to pivot and make timely decisions while inspiring confidence in your team is crucial.

How did you identify and seize opportunities for advancement in your career?

I identified opportunities through networking, staying updated on industry trends, and consistently exceeding performance expectations. Seizing them required proactivity—volunteering for challenging projects, seeking mentorship, and continuing of my professional and educational development.

Have you achieved everything you wanted in your career so far? 

Definitely not, career growth is ongoing. While I’m proud of the milestones I’ve reached, including leadership roles and successful projects, I still seek new challenges, such as expanding into new markets or leading larger global teams.

How important is personal development to your success, and how do you approach it?

Personal development is vital for a senior manager’s success. I approach it by continually seeking learning opportunities, whether through formal education, industry conferences, or peer mentoring. Staying up to date with trends and innovations is also a key part of my personal growth.

How do you prioritise tasks when everything feels like a priority?

I use a combination of delegation, impact assessment, and time management. By focusing on what will have the most immediate and long-term impact on the business, I can prioritize more effectively. Urgency and strategic importance are key filters in this process.

What was the hardest decision you have taken as a leader? 

Some of my hardest decisions include making staff layoffs, restructuring operations, or closing parts of the business. These decisions are challenging because they affect people’s livelihoods, but they are sometimes necessary for the business’s long-term viability.

What steps do you take to measure your own performance?

My performance is measured through key metrics such as financial performance, employee engagement scores, guest satisfaction ratings, and operational efficiency. Additionally, the ability to inspire and develop my teams is a critical factor.

What does success mean for you as a business leader?

In my eyes success means achieving sustainable growth for the hotels, fostering a culture of excellence and innovation, and ensuring that both guests and employees have exceptional experiences. It also involves maintaining a balance between profitability and social responsibility.