Behind the Apron
In 2021, Mary and Thiago met while working at a fine dining restaurant in Tampa, Florida. At the time, Thiago brought nearly 15 years of experience in hospitality, having worked in some of the top restaurants in Boston and Las Vegas. His expertise extended beyond service—he had been instrumental in opening a high-end restaurant in Boston, where his reputation for exceptional hospitality left a lasting impression on guests. Many were so drawn to his level of care and professionalism that they later traveled to Tampa just to dine with him again.
Mary, on the other hand, had just over five years of experience in the industry and was stepping into a high-volume, high-caliber dining environment for the first time. As the youngest server on staff, she found herself both intimidated and inspired by the elevated level of service expected. Despite her initial uncertainty, she was eager to learn and embraced the challenge with optimism.
Thiago quickly recognized Mary’s inexperience but also saw her potential. He took her under his wing, coaching her to build confidence, refine her guest interactions, and develop strategies to maximize sales and service impact. Over the next three years, they worked closely together, often teaming up on large banquet parties and merging their sections to create a more seamless and efficient dining experience. Their natural synergy did not go unnoticed—guests appreciated the balance of their distinct yet complementary strengths, and their ability to anticipate needs as a team elevated the overall guest experience.
As their professional relationship flourished, so did their personal connection. Like many relationships that begin in the restaurant industry, theirs was forged through long shifts, late nights, and shared problem-solving. However, unlike most, their bond endured. Their conversations often extended beyond the restaurant, filled with discussions about service techniques, guest psychology, and strategies to enhance the dining experience. They analyzed what worked, what didn’t, and how they could continually improve.
This shared passion for hospitality became the foundation of something greater. Mary and Thiago believed that the essence of true service went beyond efficiency and technical skills—it was about forging genuine connections, personalizing experiences, and creating an atmosphere where both guests and staff felt valued. Their vision was not just to provide excellent service themselves but to help others cultivate the same level of excellence.
In 2023, driven by their entrepreneurial spirit, they decided to build something of their own. Initially, they considered opening a restaurant, but they realized their impact could be even greater by teaching and guiding others. Instead of perfecting hospitality within the walls of a single establishment, they wanted to help restaurants everywhere elevate their service standards, strengthen their teams, and create guest experiences rooted in authenticity and connection.
Today, through Elevate Hospitality Consulting, Mary and Thiago are on a mission to redefine hospitality by helping businesses and professionals prioritize guest relationships through service excellence and employee development. Their goal is to empower hospitality professionals with the skills, mindset, and strategies needed to create unforgettable experiences—ones that not only drive revenue but also build loyalty, pride, and passion within the industry.
Their journey in hospitality has given them a deep understanding of what makes restaurants thrive and what holds them back. They have seen firsthand how a culture of integrity, care, and personability can transform an establishment. With this knowledge, they are committed to helping restaurant owners, managers, and service teams cultivate an environment where every meal feels personal, every connection is meaningful, and every team member has the opportunity to succeed.
For Mary and Thiago, hospitality is more than a job—it’s a calling. And through Elevate Hospitality Consulting, they are dedicated to sharing their expertise, their passion, and their belief in the power of true service.
Your Turn!
You’ve heard our story, what’s yours?