Business Consultant for Hospitality, Healthcare and Wellness Businesses
I am Otilia Mutu, a business and operations consultant helping service businesses in the UK and Europe build calm, profitable and compliant operations: trained teams who deliver excellent customer service, clear workflows and policies, organised HR, smart AI automation and a brand that sells.
Book a free 30 minute callWho I work with
Founders and owners of hospitality, property, healthcare, wellness and training businesses with 5 to 50 people. You have the clients and the ambition, but everything still depends on you. What is missing is structure.
Common problems I solve
- You answer every question yourself, because no one else knows how things work.
- New staff take months to become reliable.
- Customer service depends on who is on shift that day.
- Complaints are handled differently every time, and some customers do not come back.
- Your staff files are incomplete and you would not want an inspector to see them.
- Your policies exist on paper but not in daily practice.
- You are not sure you meet current regulations.
- Admin eats the time you should spend on growth.
- Your suppliers are inconsistent.
- Your brand does not reflect the quality of your service.
Services
Operations, workflows and strategy
I map how your business really runs, redesign your workflows and fix the bottlenecks, then build a clear 90 day plan. On monthly packages I work as your fractional Head of Operations, leading the changes with your team.
Customer service training for your staff
Practical customer service training that gives every member of your team the same high standard: how to welcome customers, communicate clearly, handle complaints calmly, turn difficult situations around and make people want to come back. I create service standards your team can actually follow, then train them in person or online, with certificates of attendance.
Concierge and front of house training
Specialist training for concierge, reception and front of house teams, plus onboarding systems that help new staff become reliable faster. I am a qualified trainer, assessor and internal quality assurer.
Recruitment processes and HR file audits
I put your HR in order without becoming your HR department. I design clear recruitment and onboarding processes, audit your staff files against legal and regulatory requirements, and prepare complete, inspection ready personnel files: contracts, right to work evidence, references, DBS checks where required, training records and policies. Your team keeps running day to day HR, with a clear system to follow.
Policies, compliance and regulation
I review your policies and procedures against current regulations and good practice, then help you implement them in daily work, not just on paper. Where formal legal advice is needed, I work alongside qualified solicitors.
AI automation for small businesses
I find the manual admin that slows you down and replace it with simple AI automations for email, bookings, reports and documents, then train your team to use them.
Partnerships and events
I identify the right partners for your business, from referral partners to suppliers and community organisations, and help you build those relationships. I also plan and run business and community events that put your brand in front of the right people.
Brand, media and marketing
Brand positioning, content strategy and monthly content that turns the quality of your service into visibility and enquiries.
Supplier sourcing in the UK
I find, compare and negotiate with reliable suppliers for your business, from staffing and maintenance to uniforms and services.
Where I work: UK and Romania
In the UK
Full support for service businesses, including the regulatory side. On monthly packages, I work on site with your team up to 2 days a month, and remotely the rest of the time.
- Operations, workflows and strategy
- Customer service, concierge and front of house training
- Recruitment processes and HR file audits
- Policies, compliance and regulation
- Safeguarding and domestic abuse awareness for employers
- CQC registration and compliance support, with a specialist partner
- AI automation
- Partnerships and events
- Brand, media and marketing
- Supplier sourcing
In Romania
Hands on support to grow and professionalise your business. In person in Bucharest, and remotely for businesses anywhere else in Romania.
- Operations, workflows and strategy
- Customer service and staff training
- AI automation
- Partnerships and events
- Marketing strategy
- Brand, media and marketing
Creative add ons, available on request
Professional filming and photography team, visual identity and branding, priced separately for each project.
For legal and regulatory matters in Romania, I work alongside Romanian legal and compliance specialists.
Business consulting packages
Business Diagnostic
£1,300
A full review of your operations, customer service, team, HR files, policies and processes, with a written report and a 90 day action plan. Around 10 hours of work, delivered remotely in two weeks. An on site visit is available on request, with travel costs covered by you.
Book a free 30 minute callGrowth Partner
£3,000 per month
20 hours a month of hands on support across operations, customer service, compliance, HR, team and automation. Includes up to 1 on site day a month.
Book a free 30 minute callOperations Partner
£6,000 per month
40 hours a month as your part time Head of Operations. Includes up to 2 on site days a month.
Book a free 30 minute callFounding client rate available for my first three clients. Customer service and staff training, recruitment and HR file audits, safeguarding training for employers, AI automation, partnerships and events, media and supplier sourcing are also available as separate projects. Quote on request.
On site days are part of your monthly hours. Travel, including flights and accommodation, is paid by the client at cost and agreed with you in advance. Prices exclude VAT.
CQC registration and compliance support
A separate specialist service for healthcare and care providers in England preparing for CQC registration or inspection: policies and procedures, quality systems, staff files, staff training and inspection readiness, delivered with a specialist CQC compliance partner. Priced separately from monthly packages. Quote on request.
Ask about CQC supportWhy work with me
- 16 years building and running organisations in the UK, Romania and Moldova
- Built and led a network of 400 self employed advisors across 5 teams, with my own recruitment, training and incentive system
- Built OtiPro, a staffing and operations company, winner of Hospitality Staffing Specialists of the Year (Prestige Awards 2026) and Bronze in Female Entrepreneur of the Year (Great British Business and Community Awards 2026)
- Level 7 Diploma in Quality Control and Quality Assurance, including Lean Six Sigma and regulatory compliance
- Level 5 Diploma in Law and Level 7 Diploma in Paralegal Practice
- Qualified trainer, assessor, coach and internal quality assurer
- Author, podcast host and public speaker, featured on Antena 3 CNN, Prima TV and Radio România Actualități
How it works
Free 30 minute call about your business and where it feels stuck.
Business Diagnostic with a clear written plan.
Monthly partnership at the support level that fits you.
Frequently asked questions
Book your free consultation
Ready to build a business that runs without you holding every piece? Book your free 30 minute call or email [email protected]
Book a free 30 minute call