Service Excellence • Consistency • Clarity

The Value of Getting This Right

Operational clarity perpetuates a high performance culture and member retention

My work is grounded in the belief that exceptional environments are not enough to maintain a brand and retain members.

The greatest risk, and most overlooked loss, occurs quietly on the frontline, where service inconsistencies, missed opportunities, and communication gaps directly impact both revenue and member perception.

What ultimately defines a guest or member experience is the quality, consistency, and intention of every human interaction.

In an industry increasingly driven by efficiency, I am committed to restoring and elevating a standard where service is both precise and deeply human, where individuals feel seen, valued, and understood. This requires alignment at every level, between leadership and team, between expectation and execution, between brand and behavior. That is the work.

Client experience

What the Experience can look like

From Operational Challenges to Service Excellence

Greta Michel

General Manager of Luxury Boutique Hotel

Challenge
Despite exceptional facilities and established service standards, the guest experience lacked consistency across the hotel. Departments operated independently, communication varied among teams, and leadership sought a more unified service culture that reflected the hotel's brand across all guest-facing areas.

Transformation
ZD Hospitality conducted a comprehensive operational assessment before implementing a property-wide service alignment strategy. Through cross-departmental training, refined service standards, leadership coaching, and consistent communication protocols, every department, from housekeeping and concierge to food and beverage and spa, operated with one unified approach. The result was stronger operational consistency, improved guest satisfaction, increased team confidence, and a seamless luxury guest experience.

Derek Lee

Director of Executive Private Members' Club

Challenge
Derek led an executive private members' club where rising member expectations demanded greater consistency in service delivery. While the club offered exceptional amenities and a loyal membership base, leadership recognized that long-term member retention, referrals, and satisfaction depended on more than the facilities alone. The team needed stronger service standards, refined communication, and a more proactive approach to the member experience.

Transformation
ZD Hospitality strengthened the club's service culture through executive leadership advisory, front-of-house hospitality training, member recognition standards, and elevated communication practices. The result was a more confident and aligned team, a consistently elevated member experience, and a culture designed to foster loyalty, trust, and long-term member retention.

Sarah Childs

Director of Private Aviation Guest Experience

Challenge
Sarah led the guest experience for a private aviation company where every stage of the luxury client journey- from reservation to aircraft arrival and the in-flight experience, had to reflect the highest standards of hospitality, discretion, personalization, and service excellence. Leadership sought greater consistency across flight operations, cabin crew service, communication, and client experience to ensure every traveler received the same exceptional standard of care.

Transformation
ZD Hospitality elevated the luxury private aviation experience through executive advisory, international service etiquette training, hospitality standards, and operational consistency. Flight teams were equipped to anticipate client preferences, personalize every interaction, and deliver seamless, discreet service with confidence. The result was stronger client loyalty, enhanced brand consistency, and an elevated luxury travel experience from reservation through arrival.

Greta Michel

General Manager of Luxury Boutique Hotel

Derek Lee

Director of Executive Private Members' Club

Sarah Childs

Director of Private Aviation Guest Experience

My story

Hospitality has never been a profession for me; it has always been a way of life.

I was raised in Europe by a Hungarian father, a chef, and a Serbian mother, who led hotel housekeeping teams. From an early age, I understood that true hospitality is not performance; it is awareness. It is the ability to recognize what someone needs before they ask, and to respond with intention, respect, and care. That principle has remained constant throughout my life, both professionally and personally.

Having lived and worked across multiple countries, I developed a natural ability to connect across cultures, personalities, and environments. I speak four languages fluently, but more importantly, I understand how to communicate in a way that makes people feel seen, respected, and understood regardless of their background or role.

What sets me apart is not only experience, but the way I relate to people. I do not approach situations with judgment. I observe, I listen, and I understand dynamics quickly, whether at the leadership level or on the floor.

Because at the core of every successful hospitality environment, there is one constant:

People respond to how they are made to feel.

↓ click to Learn more About Žana’s Approach

My story

Hospitality has never been a profession for me; it has always been a way of life.

Because at the core of every successful hospitality environment, there is one constant:

People respond to how they are made to feel.

↓ click to Learn more About Žana’s Approach

In our Clients' Words

I cannot recommend Zana highly enough. Her depth of knowledge in hospitality and hospitality development is exceptional, and what truly sets her apart is her ability to implement that knowledge in real-world environments. Zana has a rare talent for translating hospitality principles into practical training that elevates customer care across all walks of the industry, from frontline teams to leadership. She understands not just service standards, but the human experience behind them, and she trains people in a way that creates confidence, consistency, and genuine connection. If you’re looking for someone who truly understands hospitality at every level and knows how to develop teams that deliver memorable experiences, Zana is an invaluable asset.

Bryan MartinHolistic Hospitality Expert.

I had the pleasure of being a guest on Žana Devine’s podcast, and working with her was an absolute delight from start to finish. Žana brings a rare combination of deep hospitality expertise, professionalism, and genuine warmth to everything she does. She has a natural ability to create conversations that are both insightful and effortless, making you feel completely at ease while still drawing out meaningful, high-value insights for her audience. Her confidence and presence are matched by how thoughtfully she prepares and how intentionally she leads each interaction. You can tell she truly cares about excellence, not just in service, but in the experience she creates for the people she works with. I would highly recommend Žana to anyone looking to elevate their game in hospitality or collaborate with a host who knows how to create powerful, engaging conversations.

Sabine SchoepkeOperator & Builder

I’ve had the pleasure of getting to know Žana DeVine over the past two years, and she’s not only an incredible professional but also a truly remarkable person. Her passion for elevating hospitality is matched only by her ability to connect with people on a genuine level. What stands out most about Žana is how she blends heart and precision, she doesn’t just train teams; she inspires them to see service as an art form. Whether working with leaders or front-line teams, she brings clarity, warmth, and a sense of purpose that naturally elevates performance and culture. Beyond her deep expertise, Žana’s authenticity and kindness leave a lasting impression. She embodies the best of what our industry stands for, excellence with humanity.

Cesar WurmHospitality Executive