Concetta D'Emma

Business & Marketing Strategist, speaker and author, she is the founder of UnconventionalHospitality and creator of the W.E.L.C.O.M.E. Method. For nearly 20 years she has been supporting Horeca businesses, tourism operators and destinations in transforming hospitality, inclusion and sustainability into concrete levers for positioning, reputation, relationship-building and sales. Among the international pioneers of inclusive food and wine culture and responsible tourism, she has developed an approach to hospitality that places people and the strategic value of every guest interaction at its core. She is the creator of the figure of the Narrative Waiter, a contemporary evolution of the dining room professional: no longer a simple service executor, but a person capable of reading the guest, building trust, adapting their storytelling and enhancing the identity of the business, its products and the territory. A professional who transforms service into experience, relationship, perceived value, loyalty and ethical sales. In her work she integrates communication, storytelling and sales techniques with empathy, engagement and concrete operational tools, helping hospitality businesses and professionals move beyond a purely executive vision of hospitality. She is also the creator of UnconventionalBreakfast, a format dedicated to territorial, inclusive and sustainable breakfasts, selected among the 10 successful case histories of Expo 2015, recognised in Spain as an 'International Inspiring Project' and winner of the International Social Award by BOOKS for PEACE for the eponymous B2B book. Her mission is to contribute to a more conscious, human, inclusive and profitable hospitality, restoring value to the professions of welcome and transforming every guest touchpoint into an opportunity for authentic connection and growth for the business and the territory.