Client Success
Defining Luxury, Differently—Hospitality Innovation for Global Brand Standards
A global hospitality client sought to elevate and differentiate two of its flagship luxury hotel brands. With increasing competition and evolving guest expectations, the challenge was to develop distinctive service and amenity standards that would redefine the luxury experience—from pre-arrival to post-stay—while remaining scalable across properties and adaptable for future tiers of the brand portfolio.
Challenge
The workshop generated nearly 200 unique ideas, ranging from high-touch personalization to tech-enabled services. Over a dozen concepts were prioritized for immediate development and implementation across the client’s luxury brands. Several ideas were later adapted for broader rollout to 3- and 4-star properties—helping the company establish a new tiered standard of guest experience rooted in innovation, relevance, and brand identity.
Approach
We led a dynamic Innovation Workshop with a cross-functional mix of client stakeholders—including brand, operations, marketing, and guest experience leaders. Using immersive exercises that mapped the entire guest journey, we encouraged participants to reimagine touchpoints, explore unmet needs, and ideate meaningful enhancements. This inclusive format drew from both industry knowledge and consumer insight to spark breakthrough thinking.
Impact
Why our work matters
for Global Insights & Brand Leaders
We translate evolving expectations into brand-defining guest experiences.
for Strategy & Growth Executives
We identify scalable innovations that elevate both brand and business performance.
for UX & Experience Designers
We map and enhance journeys through a human-centered, cross-functional lens.
How can we support you?
