From the Dubrovnik campus to global HR leadership: The journey of Nikolina Sertić

When Nikolina Sertić walked across the stage at the Dubrovnik campus in 2009, graduating from the Hospitality and Tourism Management program, she carried more than just a diploma. She carried a "service-first" mindset that would eventually propel her into the highest levels of corporate Human Resources. Today, as the People & Culture Manager for Croatia and Slovenia market at Philip Morris Zagreb, part of Philip Morris International (PMI), Nikolina is a testament to the idea that an RIT Croatia education isn't just about learning an industry—it’s about mastering a mindset.

The foundation: Lessons from the front desk

Nikolina’s professional journey began far from the corporate boardroom. Like many RIT Croatia students, her global perspective was forged during her co-op in the United States at the Old Oaks Country Club. Working at the front desk in a high-touch, demanding environment provided her with a masterclass in human interaction.

"Working in a high-touch environment taught me that exceptional service is about anticipating needs, communicating clearly, and staying calm under pressure," Nikolina reflects. "I still apply that mindset today—listening first, responding fast, and turning moments of friction into trust-building experiences."

This hospitality "base" proved to be the perfect preparation for HR. While some might see Hospitality and HR as worlds apart, Nikolina saw a bridge. At the time, RIT Croatia was the only institution offering HR-focused specializations within a broader business scope, a "bet" that Nikolina says turned out to be the right one.

The pivot: Treating employees as "clients"

Nikolina’s transition into HR was intentional. She sought out multinational companies that mirrored the culturally diverse environment she loved at RIT Croatia. Joining Philip Morris International, she grew organically from HR administration into talent acquisition and leadership roles spanning multiple European markets.

Her secret weapon? Her hospitality background.

"My service background absolutely became an advantage in HR, because it trained me to have empathy, stakeholder focus, and consistency in experience delivery," she explains. "I use disciplined stakeholder care daily—treating employees and managers as ‘clients’ whose experience matters."

At PMI, she has found a professional home that aligns with her personal values: We Care, We are Better Together, and We are Game Changers.

Leading with agility and confidence

Now a seasoned leader, Nikolina is focused on the next generation of talent. When hiring, she moves past the resume to look for something deeper: learning agility. In a hybrid, fast-changing world, she looks for "real ownership"—people who stay curious and follow through without needing constant steering.

She is also a passionate advocate for women in the workplace, actively fighting against what she calls "confidence erosion." Through mentoring both inside and outside of PMI, she works to create environments where women can practice "showing up" with confidence and visibility.

For Nikolina, growth never stops. Even as a mentor, she remains a student. "Learning can happen anywhere; you just need to embrace it," she says, noting that she often learns as much from her mentees as they do from her.

Words of wisdom for the class of 2026

Looking back at her graduation in 2009, Nikolina’s advice to her younger self—and to current students sitting in classrooms at RIT Croatia—is centered on momentum over perfection.

"If I could talk to myself as a 2009 graduate, I’d say: say 'yes' to the unknown sooner. Each unfamiliar role builds transferable skills and opens doors you can’t predict. The goal isn’t a perfectly linear plan; it’s momentum, learning, and relationships that compound over time."

To the students currently feeling uncertain about their future, Nikolina offers a reassuring reminder: your degree is a foundation, not a cage.

"Your first job won’t define you—your mindset will," she encourages. "Lean into the service foundation... those skills translate far beyond hospitality and can power careers in HR, leadership, and business transformation."