
10 Questions With - Cindy Novotny
Cindy Novotny is a force of nature—an internationally renowned speaker, trainer, and business strategist whose dynamic energy and no-nonsense approach have transformed some of the world’s most prestigious luxury brands. I first encountered Cindy’s brilliance at an Engage! Summit in Ireland in 2018. I left that encounter so inspired that I made a personal vow: one day, I would bring Cindy into my business to implement her award-winning service excellence programme.
That day has finally arrived. We are incredibly fortunate to be working with Cindy right now, and our entire team is energised and excited to implement her training in the coming weeks. We’re eager to see how her insights will elevate every aspect of our service, refine our client experience, and ultimately impact our customers in extraordinary ways.
As we embark on this exciting chapter, we sat down with Cindy to hear more about her journey, her approach to exceptional service, and the wisdom she’s gained from a career spent empowering others to be the best.
01
What is one destination that has inspired your creativity, and why?
One destination that has truly inspired my creativity is Prague. My husband is Czech, and we have spent so much time in The Czech Republic that each time I find more breathtaking architecture, from the gothic spires of St. Vitus Cathedral to the whimsical designs of the Dancing House. For me it is like stepping into a storybook.
Walking through Old Town Square, crossing the historic Charles Bridge, or getting lost in the charming Cobblestone streets sparks endless inspiration. One time in December we were on The Charles Bridge at 9:00pm and I said, ‘the only thing that would make this more magical is if it snowed,’ and right then it snowed. Whether it's the vibrant street performers or the cozy cafés that once hosted famous writers, Prague has a way of igniting imagination in the most unexpected ways.

02
Can you share an unforgettable experience from your travels that left a lasting impression?
One of my most unforgettable travel experiences was at Gleneagles in Scotland. From the moment I arrived, the stunning landscape of rolling green hills and the warmth of Scottish hospitality made it feel like a world of its own. One experience that left a lasting impression was an early morning falconry session on the estate. Watching these magnificent birds soar through the misty Scottish air, responding with precision and grace, was both exhilarating and humbling. It was a perfect blend of tradition, nature, and luxury—exactly what makes Gleneagles so special. Not to mention that I did clay pigeon shooting for the first time and hit the target right off the bat! The combination of adventure, impeccable service, and breathtaking scenery made it an experience I’ll never forget.
03
Which season inspires you most in your work and why?
I know this will sound funny, but I LOVE ALL SEASONS. I grew up in the Midwest of the USA and loved Winter, Spring, Summer and Fall. My favorite song that I used to sing with my dad was from Camelot – If ever I would leave you, it wouldn’t be in summer…etc. I live in California, and we have summer year round, so I love landing in New York City on a snowy day, and seeing the cherry blossoms in DC in the springtime. We have a cottage in Northern Michigan, and I love going up there during all seasons. Skiing in the winter, pruning my hydrangeas in the spring, raking the leaves in the fall and welcoming over 1000 kids on Halloween and not to mention decorating for Christmas – my favorite. People always ask me what is my favorite destination, and my answer is always – ‘the next one.’
04
What recent project or achievement are you most proud of, and how did it impact your business or clients?
We work with so many incredible luxury hotels and destinations, but 40% of our business is outside of hospitality. Many years ago, we were hired to work with a luxury hair salon owner that had several salons in the US and in Tokyo. We created a foundation of excellence amongst the stylists, front office and leadership. It made such an impact that their company continued to grow and was always highlighted as the ‘best of the best’. Just recently, over 20 years later, the owner’s son (who was a child when we worked with his dad) has become the new CEO and the first thing he asked his Chief of Staff to do was to call us to come back and help him re-energize the entire concept. He told us that we were responsible for much of the success he saw growing up and wants to keep this alive. Nothing speaks pride like that.
05
What would a perfect, inspiring day in London look like for you?
A perfect, inspiring day in London would start with a leisurely breakfast at a charming local café—somewhere cozy, where the coffee is rich, and the pastries are fresh. From there, I’d spend the morning wandering through Notting Hill, exploring its unique boutiques, vintage treasures, and colorful streets that always spark creativity.
By afternoon, it’s time for a touch of elegance with high tea at Claridge’s, indulging in delicate finger sandwiches, warm scones, and the finest teas in a setting that feels like pure luxury. As the evening sets in, I’d head to Dukes Bar for one of their legendary martinis—stirred to perfection and served with timeless sophistication. To finish the day, dinner at one of London’s hottest new restaurants, where innovative cuisine and a vibrant atmosphere make for the perfect ending to an inspiring day in this dynamic city.
06
What is your go-to spot in London for an unforgettable experience?
London is one of the greatest walking cities in the world because many of the highlights are all within walking distance. When you are in Mayfair or Belgravia you step out of your favorite hotel and you have Buckingham Palace, Leicester Square, Big Ben, Houses of Parliament, Piccadilly Circus not to mention my favorite shopping areas in Knightsbridge or along Regent Street. This will also seem crazy, but I love Harvey Nichols to shop, and I always get my hair done there when I am in London. So to answer the question simply put – I LOVE LONDON and all it has to offer.
07
Is there a particular flower that holds special meaning or significance for you?
Hydrangeas are my most favorite flower for many reasons. My parents who recently passed away would spend summers at our cottage in Northern Michigan and when we bought the cottage many years ago, the owner had the most beautiful Hydrangeas growing in the front yard. I am not a gardener, but I made a pledge that I would learn how to keep these beautiful flowers alive and flourishing. Well over 12 years later my Hydrangeas are BEAUTIFUL and I am the ONLY person who prunes them. For years, my mom and dad sat on our front porch looking at these beautiful flowers and enjoying every minute of everyday life.
08
If you could send flowers to one person, who would it be and why?
This makes me happy and sad at the same time, because as I mentioned my mom and dad passed away only a year ago a few months apart and I had sent flowers to my parents for every single holiday and many days in between. My mom loved flowers, and it made her day. One day I had a florist send an arrangement that looked like a cake made of flowers and for a minute my mom thought it was a cake. Today I send flowers to my daughter and to many of my friends. Why? Because there is nothing that makes people smile more than receiving flowers. I even will send them to myself, just because! XO
09
Is there a film or piece of art that resonates with your personal or professional philosophy?
‘Funny Girl’ with Barbra Streisand and Omar Sharif. I have seen it hundreds of times and started watching it when I was a young girl. I have memorized every song that Barbra sang. It became my theme of not letting anyone ‘Rain on My Parade.’ My grit, strength and sense of humor was given to me by my parents, but my mantra of living life to its fullest and taking a risk did come from watching this movie.
10
What book or author has influenced your career or perspective on life?
One book that has profoundly influenced both my career and perspective on life is "The Greatest Salesman in the World" by Og Mandino. More than just a book on sales, it’s a powerful guide to success, discipline, and personal growth. The lessons from the scrolls—like persistence, gratitude, and embracing every challenge with a positive mindset—have shaped how I approach leadership, sales, customer service, and business. The idea that success is built on daily habits and unwavering belief in oneself is something I carry with me in both my professional and personal life. It’s a timeless reminder that greatness isn’t just about selling—it’s about how we live, serve, and inspire others.
Website: cindynovotny.com
Instagram: Cindy Novotny