Client Success Stories

Two connected mega-resorts on the Las Vegas Strip known for large-scale luxury and high-volume guest operations.

Two mega-resorts operating as one brand needed consistent Four-Star service across 20 departments. I built department-specific playbooks that transformed brand values into daily habits. Results: 22% increase in guest satisfaction scores, positioning the property to lead the Strip's large-scale luxury market in guest loyalty—achieved across 3,000+ staff members in just 7 months.

A fast-growing HR-tech startup helping small businesses streamline scheduling, payroll, and team management.

Designed LA pilot programs that scaled only the highest-impact initiatives. This approach established a repeatable expansion playbook that reduced market entry time from 18 months to 6 months—enabling 250% faster nationwide expansion without increasing headcount or budget. Pilot results exceeded projections by >35%.

A boutique Five-Star hotel in Beverly Hills known for personalized, discreet service to high-profile guests.

Co-created "Gracious Touchpoints"—signature service moments that became brand-defining—and embedded performance measures. Results: The hotel earned its first independent Five-Star and Five-Diamond rating within 18 months without adding headcount. I also designed and implemented a comprehensive annual leadership development seminar over a two-year period.

Santa Barbara's only Five-Star resort (at the time) celebrated for its historic charm and panoramic Pacific views.

Developed a modular cross-training system that allowed staff to shift roles seamlessly through dramatic seasonal occupancy swings. Results: Maintained Five-Star service year-round while reducing seasonal staffing costs by 20% and eliminating service quality fluctuations.

A landmark Five-Star oceanfront property blending Asian-inspired luxury with Miami's vibrant style.

Developed service standards that ensured seamless renovation while launching a restaurant concept. Results: Maintained Five-Star status throughout construction, opened on schedule, and achieved 85% occupancy within 30 days of reopening.

An Art Deco luxury hotel in Midtown Manhattan, blending historic architecture with modern hospitality.

Redesigned guest flow, compressed hiring timelines from 6 weeks to 3 weeks, and built rapid-competency training during $15M renovation.

An invitation-only club for leaders in entertainment, technology, and science, set to open in a major U.S. city.

Guided creative direction with design partners, advised on budget allocations for operations and guest experience, and recruited key leadership team. Project scope: $25M buildout across 15,000 sq ft, with service model designed for 500+ members. Positioned to open Fall 2026 with every touchpoint reflecting exclusivity and influence.