Nancy

With nearly a decade working and studying in luxury hotel operations, I have been cultivating my passion for the co-creation of meaningful and positive experiences for travellers. Trained under the service excellence of The Ritz London and The Shangri-La Paris, I have developed an ability to observe, identify and exceed travellers expectations resulting in customer engagement.

My ambition to master the complex hotel offering led me to work at each stage of the customer journey, from the stay proposal to the departure. I have been applying my academic research to my hotelier practice to understand the factors and dynamics of service delivery. In other words, « How does the organisational structure contribute to create memorable experiences? »