At Hapi, our people embody the values that drive us forward. This month, we’re proud to shine the spotlight on Natacha Shu, a key member of our Signature Support team. Sasha lives out the value of Ever Improving by turning challenges into opportunities and making complex processes simpler for teammates and customers alike.

From her hospitality roots in Barcelona to her impact on Hapi projects today, Sasha’s journey is a story of growth, teamwork, and a passion for continuous improvement.

From Hotels to Hospitality Tech

Can you tell us about your background and how you came to work for Hapi?

I started my career in the hospitality industry in the front office of the Renaissance hotel in Barcelona. I gained experience in most of the Front office departments positions. I loved the fast pace in hotels, and I loved helping people out. My time in hotels really shaped my work ethic, we had to think on our feet and deal with unexpected issues. I spent most of my time in Marriott but I also worked in IHG. 

After 7 years, I felt I needed a change but I still wanted to be connected to the Hospitality industry. That’s when I decided to do a lateral move to Hospitality tech and joined BEONx which was a revenue management platform in the tech support team. 

In 2023, I saw an opening at Hapi on LinkedIn, and applying was the best choice I could have made.

Growing with Hapi

How long ago did you join Hapi, and what differences have you noticed since then?

I joined in July 2023, when our team was just five people. Now we’re close to nine and still growing. At that time, the team was brand new and processes were just being set up. Looking back, the way we worked then and now feels completely different.

Hapi has been evolving quickly, with new projects and opportunities on the horizon. I really like that the company is always trying to do better and bring something new to customers. Personally, I’ve also grown a lot, I’ve taken on more responsibilities, and I appreciate the independence and trust I’m given to manage projects my own way.

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What has been one of your most memorable experiences or achievements at Hapi?

One of my most memorable experiences has been working on the Migration project. I really appreciated the freedom and responsibility I was given - it was a challenge, but I felt supported and had the chance to show what I’m capable of. Projects like this help you grow by testing your strengths and pushing you professionally.

I was able to improve the project by making the process more effective, reducing mistakes, and creating audit steps to ensure excellent results. One of my favorite sayings is Ever Improving because even when you think a process is perfect, there’s always room to make it better or adapt it to new needs.

Living the Value: Ever Improving

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How do you personally connect with this value?
‍I connect strongly with Ever Improving. To me, improving doesn’t mean adding complexity, it means making things easier and smoother for the people who use them. During the migration project, I realized that simplifying the process made it much easier to teach and share with colleagues.

I also love sharing knowledge. My colleagues often tell me I explain things in a way that’s easy to understand, and that matters because knowledge shouldn’t stay with just one person. I’ve created training guides, documented key learnings, and helped build our knowledge base so the whole team and our customers can benefit.

My background in hospitality shaped this mindset. Hotels run 24/7 and rely on teamwork and communication, and I bring that same spirit into Hapi. Whenever we face a new challenge, we work through it as a team, and sometimes that even leads to creating new processes. For me, that’s exactly what Ever Improving is about: continuously adapting, simplifying, and finding better ways to support each other and our customers.

Off the Clock: Exploring and Creating

Tell us about your favorite travel experience.

One of my favorite travel experiences was when I took a sabbatical year to get my MBA. I went to Japan, Hong Kong, Macau and also did a mini European tour (visited France, The UK, The Netherlands, Germany, Italy and Portugal). This trip was really life changing for me  and it helped me view life differently and reevaluate my priorities. Traveling really widens your horizons and you come back changed.

What’s your secret talent or hobby?

I love hiking. There are so many beautiful natural parks and trails near where I live, and sometimes I go a bit farther out to places like Viladrau, Montseny, or even Andorra. Being outdoors, breathing fresh air, enjoying new views, and especially seeing the colors of autumn, gives me energy and balance. I bring that same patience and perseverance into my work.

Apart from hiking, I also love cooking and baking. My favorite creation? A delicious dulce de leche cake!

What makes you Hapi?

Helping people and taking on challenges. I love helping others, whether it’s a colleague, a friend, family member, or even a stranger. For me, compassion and empathy are at the heart of being human, and if I can make someone’s life a little easier, it makes me happy.

I also enjoy challenges. I see them as puzzles to solve, and the process of figuring things out is something I really enjoy. Looking back on how much I’ve grown is rewarding, but the real satisfaction comes from overcoming obstacles and reaching that sense of accomplishment.

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Final Thoughts

Sasha’s story reminds us that improvement isn’t about doing more, it’s about doing better. Her drive to simplify, share, and continuously grow embodies the spirit of Ever Improving and keeps Hapi moving forward.

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