Carla Muñoz, a luxury hospitality professional and CETT alumna: "In luxury, it's not enough to simply deliver; you have to anticipate and surprise."

1. We'd like you to introduce yourself (your name, where you're from, what you studied, etc.).
My name is Carla, I'm from Sant Vicenç dels Horts, near Barcelona, ​​and I have a degree in Tourism with a specialization in hospitality. I studied at CETT, where I had the opportunity to be part of one of the first graduating classes taught entirely in English.

2. What motivated you to choose CETT for your studies?
What motivated me was that, of all the tourism schools, CETT clearly conveyed the most welcoming, international atmosphere and offered strong career prospects. From the very beginning, it was clear that they genuinely wanted to do their best for their students. Also, and above all, I was drawn to their practical approach and real connection to the industry. I wanted training that would open doors for me internationally and prepare me for the real-world day-to-day operations of a hotel.

3. What was your experience like at CETT?
My experience at CETT was very positive. My course was also the first to start the degree program in English, and we were a very small class, only 17 people, which allowed for a very close and personalized approach. It was a key stage in my personal and professional growth. I also learned the importance of teamwork and a professional attitude.

4. Could you tell us about your career path since you finished your studies at CETT, through your internships, up to the present day?
My work experience allowed me to do an internship at such an iconic hotel as the Hotel Arts Barcelona. I was there for an entire summer, and in my second year, I also had the opportunity to go to Ibiza, where I did my second internship. Later, during my third year, I was able to return to the Hotel Arts, but this time as an employee, and I stayed for four years. It was a great opportunity, as I progressed to supervisor and managed my own team before graduating. It was an incredible learning experience. Later, I moved to Dubai, where I've lived for over four years, and I've had the opportunity to work at BVLGARI, which I consider the best resort in Dubai, where you truly experience real luxury.

5. What were your first steps in the hotel industry, and what attracted you to the Front Office and Guest Relations area?
My first steps were tough. During my third year of university, I combined classes at CETT in the morning, from 8 to 12, with work in the afternoon. I would bring a packed lunch and eat it at the faculty building at Hospital del Mar, and from 3:00 PM to 11:00 PM I would work. It was a period of constant effort, but all effort has its reward. I'm very satisfied and wouldn't change a thing. It allowed me to move between departments, grow professionally, and, above all, work with very high-profile VIP clients.

6. Did you imagine working in luxury hotels and international destinations when you started?

It was a dream, but I didn't realize how possible it was. With hard work, perseverance, and a desire to learn, I've been able to work in international environments that have helped me grow immensely, both professionally and personally.

7. What differentiates hospitality in luxury hotels from other segments?
The level of detail, the extreme personalization of service, and the constant expectation of excellence. In luxury, it's not enough to simply deliver; you have to anticipate and surprise. There's a lot of competition, trends are constantly changing, and you have to be constantly on the ball.

8. What has been the biggest challenge in managing VIP guest experiences, and how did you overcome it?

I have so many unique stories; I could make an entire Netflix series. From managing complete relocations for clients from Russia to Dubai who literally wanted to move into the hotel, to converting a hotel room into a makeshift hospital because a guest didn't want to go during the Covid pandemic. I have also organized New Year's Eve celebrations for families in private villas with a private chef, band, fireworks, and exclusive service, as well as managing stays for footballers and celebrities.

9. What skills do you consider essential to excel in Front Office and Guest Relations?
Empathy, emotional intelligence, problem-solving skills, languages, attention to detail, and a genuine service-oriented attitude. Above all, not taking anything personally and approaching everything with a positive attitude.

10. You have worked in Spain, Austria, and Dubai. What did this experience teach you about hospitality in different cultures?
It has taught me to adapt, to respect different ways of understanding service, and to be very flexible. Each culture has different expectations, and understanding them is key to providing a good experience.

11. What advice would you give to those who dream of an international career in hospitality?
Get out of your comfort zone, be resilient, and don't idealize the industry. It's demanding, but very enriching.

12. What opportunities do you see in Front Office and Guest Relations for those starting out today?
It's an excellent entry point into the sector, with many possibilities. Today, the luxury sector is growing by leaps and bounds and is increasingly focused on impressing, anticipating, and surprising. The competition is very high.

13. If you could give just one piece of advice to students who dream of working in luxury hotels, what would it be?
Don't be afraid to try new things, go out, travel, and be proactive. It's important to dare to aim high, seek international opportunities, and not settle for less. Stepping outside your comfort zone is key to growth in this sector.

14. What has been the most important lesson you've learned in your professional career so far?
That effort is fundamental, but so is your attitude toward life and work. Maintaining a positive, open, and professional attitude makes a big difference. Furthermore, the contacts and relationships you build along the way are key: the hotel sector is very relational, and knowing how to create bonds of trust can open many doors.

If you have any advice or would like to add a question you think would be interesting for prospective tourism students or recent graduates, please feel free to share it.

I encourage them to pursue a career aligned with their values, not to be afraid to change course when necessary, and to remember that professional success also depends on personal well-being.