With a solid background in recruitment, consultancy, and strategic leadership, Ionuț Păun, Human Resources Director at City Grill Group, talks about his professional journey, the organizational culture built around the MIRACCLE values, and how he manages to combine performance with empathy in one of the most dynamic industries — HoReCa.
Journey, values, and people
C&B: How would you describe your professional journey up to your current position within City Grill Group?
Ionuț Păun: I started in recruitment and consultancy, moved through international environments where I learned the rigor of processes and the importance of structure, and at City Grill Group, I discovered the power of culture and people.
I grew together with the organization — from recruitment and employer branding to strategic leadership — focusing on developing teams and the internal community.
C&B: What initially attracted you to the field of human resources, and what motivates you to remain involved in this sector?
Ionuț Păun: I was driven by curiosity — to understand people: what motivates them, how they think, how they grow. HR gave me the chance to combine analysis with empathy.
What motivates me today is the opportunity to directly influence people’s experience in the organization — how they feel and how they develop at work.
C&B: What are the key values that define the organizational culture at City Grill Group?
Ionuț Păun: Our culture is based on the MIRACCLE values — an acronym that reflects the essence of City Grill:
Meritocracy, Innovation, Respect, Authenticity, Courage, Honesty, Loyalty, and Education.
These values are not just words on a wall but real guiding principles in how we make decisions, build teams, and relate to one another.
They define how we grow as an organization — through performance, mutual respect, and a continuous desire to be better — both professionally and personally.
We are a Romanian company built on simple values that have kept us together for over 20 years.
Performance culture and the evolving role of HR
C&B: How do you build and sustain a high-performing team in such a dynamic field as HoReCa?
Ionuț Păun: In HoReCa, a high-performing team is built through clarity, recognition, and trust.
Everything starts with the right selection — people with a positive attitude and a desire to grow — and continues with constant training, honest feedback, and real support in difficult moments.
Performance is not maintained by rules alone, but through connection and culture. When people feel they belong to a team that respects and supports them, the rhythm becomes natural and results follow organically.
C&B: What strategies do you use to attract and retain talent in an industry known for high employee turnover?
Ionuț Păun: We focus on the real employee experience, not just salary: flexible programs, recognition, growth opportunities, and a culture based on respect.
We retain people through belonging, not obligation.
C&B: How has the HR role evolved within the company in recent years, and what are the main directions for the future?
Ionuț Păun: Generally speaking, not just in City Grill, HR has evolved significantly. In the early days, the department had mostly an administrative role, but today HR has become a strategic business partner.
We now talk about culture, retention, development, and digitalization. The future means data, empathy, and adaptability.
C&B: How do you balance business objectives with employees’ needs and expectations?
Ionuț Păun: Through constant dialogue and balance.
Every business decision has a human component — if you understand and integrate it, you can achieve sustainable growth.
Employees are not just numbers in an Excel sheet, and that changes everything. 😊
C&B: What are the biggest challenges in managing human capital across a group with over a thousand employees?
Ionuț Păun: Generational diversity and the need to maintain the same culture in a large system with many teams and different rhythms.
The challenge is to preserve unity without uniformity.
C&B: What role does digitalization play in recruitment and HR management at City Grill Group?
Ionuț Păun: A crucial one. Digitalization helps us work more efficiently and provide a better experience for people — from onboarding to evaluation.
But technology is just a tool; value remains in human contact, which we aim to preserve throughout all our HR processes.
C&B: How do you assess and develop leadership potential within the organization?
Ionuț Păun: We look for attitude, the ability to have a positive influence, and the desire to grow alongside others.
We have internal training and coaching programs, as well as practical exposure — leadership is learned by living it.
I like to be guided by the famous saying: Hire for attitude, train for skill.
C&B: How do you measure employee satisfaction and act on it?
Ionuț Păun: We measure satisfaction through internal surveys, one-on-one discussions, and continuous feedback — but more important than the tools is how we respond to feedback.
People need to see that their voice matters.
That’s why we talk to every employee, gather their suggestions, identify issues, and look for concrete ways to support them.
I believe real satisfaction comes when employees feel heard, respected, and involved in decisions that affect them.
Leadership, empathy, and the future of HR
C&B: In your opinion, what defines an effective HR Director in today’s labor market?
Ionuț Păun: A leader who balances strategy and empathy, who connects business with people.
An effective HR Director doesn’t just manage — they create meaning and direction. They embody the balance between people and business.
As I mentioned earlier, it’s important not to see people as figures, FTEs, or headcounts in a spreadsheet.
C&B: How do you foster a culture of performance without losing sight of empathy?
Ionuț Păun: Through recognition and trust.
When people know their efforts are appreciated, performance follows naturally.
Empathy doesn’t weaken standards — it makes them more human.
C&B: What lessons have you learned from the post-pandemic period regarding the employee-employer relationship?
Ionuț Păun: I’ve learned that balance and flexibility are essential.
People want more than just a job — they seek purpose, safety, and authentic relationships.
It’s no longer just about work, but about quality of life at work.
That’s why we aim to offer our colleagues a genuine experience — an environment where they feel good, respected, and motivated to stay and grow with us, not leave at the first difficulty.
C&B: How do you support the professional growth of restaurant employees so that they can see a real career in HoReCa?
Ionuț Păun: Through clear growth programs, internal promotions, and continuous training.
We show them that HoReCa can be a career, not just a transition job — and we have many examples of colleagues who grew from waiter, hostess, or bartender to restaurant director, brand manager, operations director, and other key roles in the organization.
C&B: What skills will be essential for HR professionals over the next five years?
Ionuț Păun: Data analysis, emotional intelligence, and empathetic communication.
The HR of the future must be as comfortable with numbers as with emotions.
C&B: How do you see the balance between automation and the human touch in HR processes?
Ionuț Păun: Automation should free up HR’s time for what truly matters — connecting with people.
Technology supports processes, but culture can only be built through human interaction.
C&B: What has been your greatest professional achievement within City Grill Group so far?
Ionuț Păun: The City Grill Olympics — a gamification project through which we boosted engagement and brought together colleagues from all departments, regardless of their position or background.
Through diverse activities — from football, yoga, dancing, table tennis to cooking workshops, self-defense classes, or makeup courses — we proved that when you invest in people beyond work, you build authentic connections and real loyalty.
For me, this project confirmed that engagement is built through care, creativity, and authenticity.
C&B: If you were to summarize your leadership philosophy in a few words, what would they be?
Ionuț Păun: Balance. Clarity. Trust.
I believe in authentic leadership that inspires by example, not authority.
Your position doesn’t grant you trust or influence — your daily actions do: how you listen, respect, and remain consistent.
C&B: What advice would you give to young professionals aspiring to a career in HR and leadership roles?
Ionuț Păun: Start by understanding people, not just processes.
Be patient, stay curious, and keep learning.
Leadership in HR is not earned through titles, but through the trust of those you lead and collaborate with.
Through his authentic and balanced approach, Ionuț Păun manages to transform HR from a support department into a true engine of culture and performance. In a constantly changing industry, City Grill Group stands as an example of a community united by values, respect, and trust — proving that long-term success is built with people, for people.
Read also: Ioana Voinescu: „Sustainability is not just a profession — it’s a mindset” – careers-business.com
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