Medina Rustani has carved out a remarkable position in the global hospitality industry, particularly through her transformative work with renowned brands like Brunch & Cake and KITOPI.
She has been instrumental in ensuring consistency in service standards, food safety, and customer experience across multiple international locations, effectively helping elevate these brands in a highly competitive market.
Born in Kavaja, Albania, Medina’s path into the world of hospitality began when she moved to Tirana at 18 to pursue her university studies.
“I moved to the capital of Albania, Tirana, to start my university studies. Being a top-grade student, I won the scholarship for Senior Laboratory Technician in University of Medicine, followed by completing a Master of Science (MS) on Technical Laboratory.”
She was captivated by the intricacies of food safety and microbiology, expressing how her fascination with microorganisms in food, including their growth and identification, helped her understand the potential hazards that can cause diseases.
While studying, she also worked as a floor manager at Era restaurant, where her passion for hospitality truly blossomed. “My passion for hospitality and food safety played a key role in my success.”
Those early experiences shaped her understanding of customer service and operational excellence.
In 2017, Medina made a significant move to Dubai, a city recognized globally for its tourism and hospitality. She joined Doors Freestyle Grill as a Guest Relations Specialist, where she had the opportunity to work alongside notable figures in the culinary world.
“Doors Freestyle Grill was a success story in Shenzhen and Guangzhou in China. The concept, orchestrated by internationally acclaimed chef Kemal Ceylan, was brought to Dubai by Babu Moopan, a renowned Indian businessman.”
Collaborating with influential figures in the business world refined her hospitality skills. Medina managed every aspect of guest relations, including reservations, event planning, and hosting prestigious occasions for Dubai’s elite, while also driving marketing initiatives.
In 2019, Medina transitioned to Brunch & Cake, a brand originating from Barcelona, taking on the role of Training Manager and Quality Assurance lead.
“Training of the staff on the brand mission and vision, steps of service, the image we wanted to reflect on our guest, a focus on detail and warm hospitality were my key roles in this position.”
Under her guidance, Brunch & Cake expanded rapidly, opening three additional successful locations in Dubai within two years.
Her hard work paid off when she was promoted to Global Training Manager in 2022. This new position came with its challenges, especially when it came to launching Brunch & Cake’s first location in Saudi Arabia.
“My first challenge in this new position was bringing Brunch and Cake Dubai to Saudi by opening our first Saudi Branch in Riyadh.”
The opening in December 2022 was a pivotal moment, and Medina took charge of training the staff to ensure the brand’s high standards were met.
In January 2023, she took on another exciting project—the launch of SMIZE & DREAM, an ice cream brand in collaboration with Tyra Banks.
“I was in charge of assuring the training on handling the new product of ice cream, allergen list, ensuring the team members were well aware of its flavors and ingredients.”
Later that year, Medina joined KITOPI as an Operations Manager for Catch 22, a popular American diner concept in Dubai. “My main focus was having Standard Operating Systems in place, creating a very comprehensive training program by keeping in focus what the brand stands for.”
The commitment she instilled in her team was recognized when Catch 22 proudly achieved an A grade from Dubai Municipality.
Throughout her career, Medina has always aimed to make a lasting impact. “My goal in life is to contribute and leave a legacy which will be remembered. I love helping others and I am very grateful to do so whenever I get the opportunity.”
As Medina Rustani continues to transform training and quality assurance in hospitality, her story serves as an inspiring example of how passion, dedication, and a commitment to excellence can elevate not just brands, but the entire industry.
