From Good to Great: Why Exceptional Customer Service Is Key for Hotel Success in Romania

Romania's hotel market is evolving fast. International brands continue to expand in Bucharest and key regional hubs like Cluj-Napoca, Timisoara, and Iasi, while independent and boutique properties are raising the bar on design and amenities. In this competitive landscape, one factor consistently separates market leaders from the rest: exceptional customer service delivered by front-desk teams and, especially, by receptionists.

From a guest's perspective, the reception desk is the hotel's nerve center. It is where travelers form their first impression, resolve their issues, and decide whether they will return or recommend the property to friends and colleagues. For hotel operators, that same desk is a profit center disguised as a welcome point: it safeguards reputation, unlocks upsell revenue, and powers direct bookings through memorable experiences and trusted relationships.

This article explores the importance of customer service in Romanian hospitality, with a practical focus on hotel receptionists. You will find real-world examples from Bucharest, Cluj-Napoca, Timisoara, and Iasi, specific guidance you can implement today, and clear KPIs to track. Whether you manage a 400-room city hotel or a 25-key boutique property, the path from good to great runs through the front desk.

What Exceptional Customer Service Actually Means in a Romanian Hotel

"Exceptional" does not mean complicated. It means consistently meeting needs and thoughtfully exceeding expectations in ways that matter to your guests. In Romania, that often looks like:

Warm, proactive greetings in Romanian and English, with readiness for common second languages like Italian, Spanish, French, and German.
Swift, accurate check-in and check-out with minimal friction and no surprises on billing.
Local expertise shared with pride - neighborhood dining, safe taxi options, how to get to the Politehnica campus in Timisoara or the Botanical Garden in Cluj-Napoca.
Empathetic problem-solving - especially when handling late arrivals from Otopeni, overbookings on busy weekends in Iasi, or noisy rooms during city festivals.
Transparent follow-through - promising callbacks and actually delivering them within agreed time frames.

In practical terms, exceptional service is the disciplined execution of three fundamentals:

Speed: Keep waits short and information clear.
Accuracy: Get details right the first time - names, room types, rates, invoices, special requests.
Care: Treat every guest as a valued individual, not a reservation number.

Why Service Is Not Just a Nice-to-Have: The Business Case

There is a direct line from front-desk service quality to a hotel's bottom line. Hotels across Romania see these patterns:

Better reviews drive higher visibility and conversion on OTA listings (Booking.com, Expedia), Google Hotel Ads, and the hotel's own site. A move from a 8.3 to an 8.7 on Booking.com can lift occupancy, especially outside peak season.
Smoother arrivals and proactive issue resolution reduce costly compensation and refunds.
Skilled receptionists ethically upsell higher room categories and F&B experiences, nudging ADR upward.
Guests who feel cared for are more open to booking direct on their next stay - reducing commission fees.

Translate this into KPIs:

Reputation: Average score on Booking.com, Google, and TripAdvisor; number of recent reviews; response rate within 48 hours.
Loyalty: Repeat-guest share, direct-booking share, newsletter signups at check-in.
Revenue: Upsell revenue per occupied room (URO), attachment rates for breakfast, parking, and late checkout.
Efficiency: Average check-in time and queue length at peak; first-contact resolution rate for front-desk tickets.

When front-desk quality improves, expect to see compound benefits in RevPAR and GOPPAR within two to three months. In Bucharest, for example, we have seen independent hotels improve their weekday ADR by 5-8% simply by formalizing upsell scripts and tightening service recovery protocols.

The Receptionist as Brand Ambassador: Skills, Mindset, and Daily Habits

The receptionist is the hotel's voice and face. The following competencies consistently correlate with higher guest satisfaction in Romanian properties of all sizes:

Language agility: Romanian and English are essential. A second foreign language is a tangible advantage in Bucharest and Cluj-Napoca. Even a few polite phrases in Spanish or Italian go a long way with leisure groups.
Tech confidence: Proficiency with PMS (Opera, Protel, Cloudbeds), channel manager portals, POS, basic CRM tagging, mobile payment terminals, and messaging tools like WhatsApp Business.
Sales awareness: Knowing how and when to offer a larger room, breakfast, parking, or spa without sounding pushy.
Local knowledge: Current events at BT Arena in Cluj-Napoca, flight patterns into OTP (Otopeni), traffic flows around Unirii in Bucharest, or best cafes near Piata Unirii in Timisoara.
Emotional intelligence: Active listening, reading body language, and staying calm under pressure.
Ownership mindset: Following every open task to completion, documenting it in the PMS or ticketing system, and updating the guest proactively.

Daily micro-habits that elevate service:

10-second rule: Make eye contact and acknowledge every guest within 10 seconds of them approaching.
Name-first: Use the guest's name at least twice in every meaningful interaction.
Echo and confirm: Repeat back key details - "two keys, 4th floor, late checkout at 1 pm, confirmed".
"Is there anything else?" close: A simple question that prevents repeat visits to the desk for the same need.

Crafting the First Impression: Pre-arrival to the First Five Minutes

Most first impressions happen before the lobby. They begin when the guest receives the confirmation email or directions to the property. A tight pre-arrival workflow reduces stress, cuts calls to the front desk, and elevates NPS.

Pre-arrival essentials:

Confirmation email within 5 minutes of booking with clear address, parking info, check-in/out times, ID requirements, pet policy, and payment terms.
One-day-before message (email or WhatsApp, if consent is captured) with a friendly welcome, weather note, and any special access instructions.
Room assignment review 8 hours before arrival - balance floors, VIPs, families, and mobility needs.
Document special requests in PMS notes - baby cot, feather-free pillows, early check-in, quiet room.

Arrival scripts that work:

Friendly greet: "Buna ziua! Welcome to [Hotel Name]. May I please have your name or confirmation number?"
Queue triage: If lines build, one team member roams with a tablet to pre-verify IDs, take payments for prepaid bookings, or provide keys for mobile check-in guests.
Fast-track business travelers: In Bucharest and Timisoara, weekday check-ins often cluster 6-8 pm. A dedicated business desk can cut waits by 40%.

First-five-minutes checklist:

Greet warmly and acknowledge any wait.
Verify identity, length of stay, rate, and payment method.
Confirm preferences - breakfast times, parking, quiet room.
Set expectations - Wi-Fi, housekeeping cadence, any renovation noise windows.
Offer an upsell based on cues (see below), then hand the key and give tailored directions.

Check-in and Check-out With Finesse: Reducing Friction and Increasing Revenue

A flawless arrival sets the tone for the stay. A thoughtful departure cements loyalty. Here is how top-performing Romanian hotels optimize both moments.

Speed and accuracy:

Establish a 3-minute target for standard check-ins. Use a timer during training so teams feel the rhythm.
Pre-authorizations: Explain amounts and reasons in plain language to avoid disputes at check-out.
Invoices: Ask upfront if the invoice is for the company and collect fiscal data. Many Romanian business guests need the firm's CUI and address on the factura.

Ethical upselling that feels like help:

Category nudges: "We have a quiet Deluxe on a higher floor available today for an additional 70 RON per night. It includes a larger desk if you plan to work. Would that be useful?"
Breakfast attachment: "If you add breakfast now, it is 55 RON per person instead of 65 RON at the door."
Late checkout: Particularly relevant for Sunday leisure departures or post-conference in Bucharest. "We can extend checkout to 2 pm for 90 RON, subject to availability."

Checkout excellence:

Pre-bill the night before to identify discrepancies.
Offer e-invoice and email receipts without printing unless requested.
Ask the loyalty question: "Will we have the pleasure of welcoming you again? If you book directly, we can include free late checkout when available."

Service Recovery: Turning Issues Into Advocacy

Problems will happen. What separates great hotels is how quickly and generously they respond. A simple protocol accelerates resolution and preserves reputation.

Adopt the L.E.A.R.N. model:

Listen fully without interruption.
Empathize: "I understand how frustrating that must be."
Apologize sincerely: Take ownership on behalf of the hotel.
Resolve: Offer a concrete solution and a timeline.
Notify: Document the issue in the PMS and inform the relevant department.

Common scenarios and winning responses:

Overbooking in Bucharest during a major event

Action: Admit the mistake, arrange a transfer to a comparable or better partner hotel, cover taxi, honor the original rate, and include a goodwill gesture (e.g., free breakfast or a 15% discount on a future direct booking).
Script: "We made an error with our inventory. I have already reserved a room for you at [Partner Hotel], which is a 7-minute drive. We will cover your transfer and match your rate. I am very sorry for the inconvenience, and I have also added complimentary breakfast to your stay."

Noisy room near the elevator in Cluj-Napoca

Action: Offer immediate room change if available, provide earplugs and a complimentary drink voucher, and follow up within 30 minutes.
Script: "Let me move you two floors up, away from the elevator. While we prepare the new key, please accept a drink on us at the bar. I will call your room in 30 minutes to ensure everything is comfortable."

Air conditioning malfunction in Timisoara during summer

Action: Provide a fan, prioritize maintenance, and comp the minibar or offer a partial refund if resolution takes more than 2 hours.
Script: "Maintenance is on the way and will arrive in 10 minutes. In the meantime, I have a fan for your comfort, and I have authorized complimentary minibar items for tonight for the inconvenience."

Breakfast queue delays in Iasi on weekend mornings

Action: Extend breakfast hours, open a backup station in the lobby with pastries and coffee, and communicate the plan clearly.
Script: "We have opened a second coffee and pastry station in the lobby to reduce your wait. Breakfast hours are extended to 11:30 today."

Compensation guidelines that feel fair:

Small inconvenience (under 15 minutes lost): Drink voucher or 5-10 EUR room credit.
Moderate issue (room change, 1-2 hours impact): 10-20% off one night, free breakfast, or late checkout.
Major failure (overbook, system outage, all-night noise): 1 night refund or free future night, plus personal manager apology.

Communicating With Purpose: Phrases, Tone, and Clarity

Language matters. The right phrasing reduces escalation and builds trust. Train teams to replace negative or vague language with helpful, specific alternatives.

Upgrade your phrasing:

Instead of: "You have to wait." Use: "Thank you for your patience. I will have you checked in within 3 minutes."
Instead of: "That is not possible." Use: "Here is what I can do right now..."
Instead of: "Calm down." Use: "I want to help. Let me make this right for you."

Useful Romanian and English lines for the desk:

"Buna ziua! Cu ce va pot ajuta?" / "Good afternoon! How may I help you?"
"Va rog un moment, verific imediat." / "One moment please, I will check right away."
"Imi cer scuze pentru inconvenient." / "I apologize for the inconvenience."
"V-am oferit un upgrade gratuit." / "I have offered you a complimentary upgrade."

Understanding Guests by City: Tailoring Service to Local Demand Patterns

Romania is diverse, and guest profiles vary by city and season. Receptionists who anticipate these patterns impress guests and preempt problems.

Bucharest

Profile: Weekday business travelers, conference attendees, airline crews, and weekend city-break tourists.
Service tips: Fast-track arrivals 6-9 pm Monday to Thursday. Corporate invoice accuracy is critical. Partner with reliable taxi services from Otopeni and Baneasa.
Upsell angles: Premium rooms with larger desks, executive lounge access, guaranteed late checkout on Fridays.

Cluj-Napoca

Profile: Tech sector visitors, medical tourists, sports fans at BT Arena, and student families.
Service tips: Provide coworking recommendations and quiet-room options. During festivals and matches, manage noise expectations.
Upsell angles: Parking bundles, early breakfast, and stadium-view rooms when available.

Timisoara

Profile: Manufacturing and automotive business travelers, weekend cultural tourism.
Service tips: Share reliable routes to the industrial parks and Iulius Town. Keep umbrellas at the desk for sudden showers.
Upsell angles: Breakfast packages, shuttle services, and spa access in full-service properties.

Iasi

Profile: University-related travel, medical conferences, and regional tourism.
Service tips: Offer calm study-friendly rooms and late checkouts during exam seasons. Recommend nearby pharmacies and cafes.
Upsell angles: Room category upgrades facing the city, meeting room by the hour for calls.

Technology That Elevates Service Without Replacing the Human Touch

Technology should remove friction and free receptionists to spend more time face-to-face with guests.

Core systems to master:

PMS: Opera, Protel, Cloudbeds, Mews - for reservations, room assignment, billing, and housekeeping sync.
Channel manager: SiteMinder, RateTiger - to monitor OTA reservations and avoid overbookings.
CRM and messaging: GuestJoy, Revinate, WhatsApp Business - for pre-arrival offers, in-stay surveys, and post-stay review prompts.
Payment tech: Contactless terminals, Apple Pay/Google Pay readiness, and clear refund workflows.

Practical tips:

Create quick-text templates for common WhatsApp replies with opt-in consent captured at check-in for GDPR compliance.
Show the guest the POS screen when processing pre-auths to build trust.
Use a simple ticketing tag in the PMS (e.g., SRV-OPEN, SRV-CLOSED) so every colleague knows the status of any open guest issue.

Data privacy and compliance in Romania:

Always obtain explicit consent before using WhatsApp or email for marketing after the stay.
Do not photocopy passports unless required by law or brand policy; use PMS scan features and secure storage.
Limit access to guest data to trained staff and lock terminals when leaving the desk.

Reputation Management: Turning Stays Into Stories Guests Share

Online reputation is the currency of trust. Hotels in Romania can compete with larger brands by mastering review management.

During the stay:

Ask a quick in-stay question via QR code or message: "Is everything in your room perfect? Reply 1-10."
If score is under 8, alert the duty manager to intervene before checkout.

Checkout and post-stay:

Hand a small card: "If you enjoyed your stay, we would appreciate your review on Google or Booking.com. If anything was not perfect, please tell me now so I can fix it."
Send a follow-up within 48 hours with a direct review link. Personalize it with the receptionist's name.

Responding to reviews:

Positive: Thank by name, mention one detail from the review, and invite back with a direct-booking perk.
Negative: Acknowledge, apologize, explain the fix, and invite offline contact. Never argue online.

Template for negative review responses:

"Dear [Name], thank you for your feedback. I am sorry for the inconvenience with [issue]. We have [action taken], and I have shared your comments with our team to prevent a repeat. Please contact me at [email] so I can make this right on your next visit."

Salaries, Benefits, and Career Paths for Hotel Receptionists in Romania

Compensation varies by city, hotel category, and language skills. The following ranges reflect typical totals for 2024-2025 and are provided for guidance only. Actual offers depend on experience, shift patterns, and employer policies.

Approximate net monthly salary ranges (RON and EUR equivalents):

Bucharest: 3,200 - 5,000 RON net (approx. 650 - 1,000 EUR)
Cluj-Napoca: 3,000 - 4,300 RON net (approx. 600 - 870 EUR)
Timisoara: 2,900 - 4,200 RON net (approx. 580 - 840 EUR)
Iasi: 2,800 - 4,000 RON net (approx. 560 - 800 EUR)

Common additions:

Meal vouchers (tichete de masa): 400 - 600 RON per month
Night shift premiums and weekend differentials
Tips or service charge distributions in full-service properties
Language bonus for advanced second/third language skills (100 - 400 RON)
Transport allowance or taxi cover for late-night shifts
Training budgets and cross-exposure to reservations or sales

Career progression:

Receptionist (6-18 months)
Senior Receptionist or Night Auditor (12-24 months)
Front Desk Supervisor (18-36 months)
Assistant Front Office Manager (24-48 months)
Front Office Manager or Rooms Division Manager
Cross-moves into Reservations, Revenue, or Sales for commercially minded talent

Typical employers in Romania:

International brands: Marriott (e.g., JW Marriott Bucharest Grand Hotel), Hilton and DoubleTree (e.g., DoubleTree by Hilton Cluj - City Plaza), Radisson Blu (Bucharest), IHG (InterContinental Athenee Palace Bucharest), Accor (Novotel, Mercure, Ibis), Wyndham (Ramada properties in multiple cities).
Local groups and independents: Continental Hotels, Ana Hotels, Unirea Hotel & Spa (Iasi), International Iasi, NH Timisoara, Ibis Timisoara City Center, clusters of boutique hotels and aparthotels in Old Town Bucharest and central areas of Cluj-Napoca and Timisoara.

Hiring and Training: Building a Front-Desk Team Guests Will Rave About

Finding and shaping the right talent is decisive. Here is a blueprint Romanian hotels can adopt immediately.

Ideal candidate profile:

Friendly, poised communicator in Romanian and English
Confident with PMS usage and card terminals; comfortable learning new tools
Customer-centric mindset with evidence of handling difficult situations
Local curiosity - eager to discover and share city tips
Reliability - excellent attendance, punctuality, and integrity with cash and data

Interview questions that reveal service DNA:

"Tell me about a time you turned around an unhappy guest. What did you do, and what happened next?"
"Walk me through your process for checking in 10 guests when a queue forms and a phone keeps ringing."
"How would you safely handle a guest request for a second key without the primary guest present?"
"What do you say when a guest asks for an upgrade and none are available?"

Practical onboarding plan (first 30 days):

Week 1

Brand standards and tone-of-voice training
PMS basics, invoice creation, and night audit overview
Shadow shifts during peak and off-peak hours

Week 2

Service recovery roleplays using the L.E.A.R.N. model
Upsell scripts for room category, breakfast, and late checkout
City immersion walk - key restaurants, attractions, and safe transport

Week 3

Independent desk shifts with a mentor nearby
Review of data privacy, ID verification, and payment security standards
Practice responding to online reviews and guest messages

Week 4

Evaluation against time and accuracy KPIs
One deep-dive in a partner department: housekeeping, maintenance, or F&B
Personal development plan for the next 90 days

Ongoing training cadence:

Monthly 60-minute service lab with 1-2 roleplay scenarios
Quarterly technology refresh (PMS updates, payment compliance)
Biannual language skills booster or second-language stipend tied to level

KPIs That Matter and a 90-Day Improvement Plan

Measure what you want to improve. Track a concise, visible set of front-desk KPIs and review them weekly.

Core KPIs:

Average check-in time: Target under 3 minutes
Queue length at peak: Target under 4 parties
First-contact resolution rate: Target 85%+
Upsell revenue per occupied room: Start baseline, aim +0.5 to +1.5 EUR/room/night
Review score trend: Aim +0.1 to +0.3 within 90 days
Response rate and time for online reviews: 100% within 48 hours

90-day action plan:

Days 1-30

Map current arrival and departure flows; remove duplicate steps.
Introduce standard service recovery protocol and compensation matrix.
Launch two upsell scripts and measure adoption.

Days 31-60

Add a roaming check-in role during peaks with a tablet.
Implement in-stay pulse checks via QR or WhatsApp (opt-in).
Publish and practice negative review response templates.

Days 61-90

Hold a city-knowledge challenge to deepen local expertise.
Review booking patterns; pre-assign rooms for VIPs and special requests.
Tie a small monthly bonus to hitting review response SLA and upsell targets.

Collaboration Across Departments: The Hidden Engine of Great Service

Reception rarely solves issues alone. Smooth collaboration prevents repeat visits to the desk and shows guests a unified hotel.

Housekeeping: Real-time room readiness updates; escalate rush cleans for early arrivals.
Maintenance: Clear priority tiers; communicate ETAs to guests in minutes, not hours.
F&B: Breakfast capacity signals to the desk; pre-book slots on high-demand days.
Security: Consistent approach to noise complaints and non-guest visitors.
Sales/Events: Daily event brief to the desk - group arrivals, VIPs, meeting room changes.

Daily 10-minute service huddle agenda:

Yesterday's wins and learnings
Today's arrivals, VIPs, and constraints
Maintenance hotspots and expected fixes
Upsell focus of the day (e.g., late checkout)
Motivational shout-outs and assignments

Accessibility, Inclusivity, and Safety: Service for Every Guest

Inclusive service is not just ethical - it is smart business.

Accessibility: Offer rooms near elevators on request, share step-free routes, and keep a portable ramp handy where needed. Have large-font printouts of key info.
Families: Priority for baby cots, microwave access for bottles, and a small supply of children's amenities.
Dietary needs: Maintain an up-to-date allergen list and communicate with breakfast staff.
Safety: Verify IDs consistently, never announce room numbers aloud, and accompany guests if they report uncomfortable situations.

Real-World Mini-Scenarios From Romanian Front Desks

Scenario 1: Missed airport pickup in Bucharest

Root cause: Misread flight time change.
Fix: Book an immediate alternative, cover the fare, offer a welcome drink, and send a note of apology signed by the manager.
Prevention: Link the pickup confirmation to flight-tracking alerts and assign ownership to a specific team member.

Scenario 2: Football fans arrive early in Cluj-Napoca

Root cause: Early stadium tour booking.
Fix: Offer secure luggage storage, provide stadium directions, and text when rooms are ready. Upsell breakfast at a reduced price while they wait.
Prevention: Pre-arrival message requesting ETA and selling an early check-in package for busy match days.

Scenario 3: Conference Wi-Fi pressure in Timisoara

Root cause: Delegates streaming in-room.
Fix: Provide a temporary dedicated SSID and advise optimal connection points. Offer a quiet lobby corner with strong signal.
Prevention: Coordinate with Sales to forecast bandwidth needs and schedule upgrades on high-demand days.

Scenario 4: Power outage near Iasi

Root cause: City grid issue.
Fix: Bring flashlights to affected floors, communicate updates every 15 minutes, and provide complimentary hot beverages in the lobby.
Prevention: Review generator test schedule and ensure all front-desk staff can communicate contingency plans confidently.

Actionable Checklists You Can Use Today

Pre-arrival checklist

Confirmation email with address, parking, and payment terms
One-day reminder with weather and arrival tips
Room pre-assignment and special request verification
VIP and early-arrival plan locked in

Arrival checklist

Greet within 10 seconds, acknowledge any wait
Verify ID, stay details, and payment method
Confirm preferences and set expectations
Offer one relevant upsell
Provide key and tailored directions

In-stay checklist

Log and tag every guest issue; set a follow-up time
Offer solutions and small gestures proactively
Send mid-stay pulse check for longer stays

Departure checklist

Pre-bill audit the night before
Confirm billing preferences and company invoice details
Ask for feedback and invite a review
Promote direct booking benefits

Service recovery checklist

Listen, empathize, apologize
Offer a concrete resolution with a timeline
Apply fair compensation based on impact
Document and close the loop with the guest

How ELEC Helps Hotels in Romania Go From Good to Great

At ELEC, we recruit and develop front-desk professionals who lift guest satisfaction and revenue from day one. Our approach blends rigorous screening for language, tech, and empathy skills with tailored training on upselling, service recovery, and local knowledge. Whether you operate in Bucharest, Cluj-Napoca, Timisoara, or Iasi, we build receptionist and front-office teams that become your hotel's strongest competitive advantage.

Talent acquisition: Shortlists in days, not weeks, with verified language and system proficiency.
Upskilling: Practical workshops and playbooks customized to your brand and city.
Performance support: 90-day onboarding plans, KPI dashboards, and coaching to sustain gains.

Ready to raise your review scores, unlock new revenue, and turn guests into loyal advocates? Contact ELEC to discuss a front-desk talent and training plan tailored to your hotel and city.

Frequently Asked Questions

What languages should hotel receptionists in Romania speak?

Romanian and English are essential. In Bucharest and Cluj-Napoca, a second foreign language such as Italian, Spanish, French, or German is a clear advantage. Even basic greetings and courtesy phrases can noticeably improve guest satisfaction with certain leisure segments.

What is a reasonable check-in time target?

Aim for under 3 minutes per standard check-in and under 2 minutes for mobile pre-registered guests. Use a roaming tablet role during peak hours to verify IDs and prepare keys before guests reach the desk.

How can receptionists increase revenue without being pushy?

Offer relevant, timely options that match the guest's needs. For example: a quiet higher-floor room for business travelers, breakfast purchased at check-in for a discount, paid late checkout on Sundays, or parking bundles in busy city centers. Present one offer, explain the benefit, and let the guest decide.

How should we handle an overbooking?

Be transparent, act fast, and make the guest whole. Reserve a comparable or better room at a nearby partner hotel, cover transport, honor the original rate, and include a goodwill gesture such as free breakfast or a future-stay discount. Document the event to prevent recurrence.

What salary can a hotel receptionist expect in Romania?

Ranges vary by city and property level. As a general guide for 2024-2025: Bucharest 3,200 - 5,000 RON net, Cluj-Napoca 3,000 - 4,300 RON net, Timisoara 2,900 - 4,200 RON net, and Iasi 2,800 - 4,000 RON net per month, plus benefits such as meal vouchers, shift differentials, and occasional language bonuses.

What KPIs best track front-desk service quality?

Focus on average check-in time, queue length at peak, first-contact resolution rate, upsell revenue per occupied room, review score trend, and the percentage of reviews responded to within 48 hours. Review these weekly and celebrate small wins to keep momentum.

Are WhatsApp messages to guests GDPR-compliant?

Yes, provided you collect explicit opt-in consent, use messages only for operational purposes unless marketing consent is granted, and allow guests to opt out at any time. Keep communications professional, concise, and relevant to the stay.