Standards are not trained once.
They are activated every day.
Luxury Intelligence Activation™ is our core on-property program. Each morning, your own guest feedback becomes one short, targeted activation that your leaders run before the shift, watch for on the floor and coach the same day.
Book a demoHow it runsAI Guest Feedback Intelligence
Your guests already wrote the training plan.
Reviews, surveys and NPS comments arrive every day and most of them are read once, if at all. Our AI Guest Feedback Intelligence reads them for you, groups them into themes and turns the strongest theme into the next morning’s activation.
The team is not taught everything. It practices the one behavior guests are asking for this week, until it holds.
Presence · Perception · Precision · Poise · Purpose
The Guest Feedback Loop
One department. One behaviour. One cycle.
Nothing new to write. Fifteen minutes of the operating day.
Book a demoOne behavior, one property
No new content was written. The standard already existed. We activated it.
At Palm House in Palm Beach, we measured a single front of house behavior either side of a focused activation cycle. Same audit, same auditors, same property.
One behavior, in one property, measured before and after. It is not a controlled trial, and we do not present it as one.
The 90-day pilot
Start in one department, not across the whole property.
A pilot proves the method where you can see it. We read your guest feedback, name the department we would start with and why, certify the leaders who will run it, and measure the behavior before and after.
- Analyze and align: audits, observations and guest sentiment
- Leaders certified in Luxury Intelligence® and coaching
- Daily activation launched and run by your own leaders
- Trainers verify the system is running, then step back
- Results reviewed against the same audit at the end
The leaders who run it
Luxury Intelligence® Leader Certification
The activation is only as strong as the leader running it. The certification gives managers the SBI coaching framework, Situation, Behavior, Impact, so they can give precise feedback in the moment without damaging the person.
It is delivered as an online program and an immersive in-person workshop, and it prepares leaders to train, coach and hold the standard after we leave.
Inside the LQ™ Leader Certification
Situation
Anchor the feedback in a real moment the team member remembers.
"At check-in this morning..."Behavior
Name what they did, exactly, without judging who they are.
"...you used her name and walked her to the lift."Impact
Connect the behavior to the guest, the team and the standard.
"...she felt expected, not processed."How certified leaders train and coach
Five pillars. One language for every shift.
Presence
TrainHow a team member arrives, greets and holds the space.
CoachFeedback on how they showed up in the moment.
Perception
TrainReading the cues a guest gives before speaking.
CoachName the cue that was caught, or missed, and what followed.
Precision
TrainThe standard, executed exactly, every time.
CoachSpecific behavior instead of general praise.
Poise
TrainComposure under pressure as a skill that can be trained.
CoachFeedback that keeps the person steady, not defensive.
Purpose
TrainWhy each standard matters to the guest and the business.
CoachLink the behavior to the memory the guest takes home.
Every pillar is developed across all three registers, so leaders see exactly where a team member needs support and coach to that cell, not to a checklist.
Enterprise Solutions
One system, five ways in.
Each solution stands on its own. Together they make standards visible, practiced and coached every day.
Custom Course Design
Courses built from a property’s own guest feedback and standards, in English and Spanish.
SOP Management
Standards written, structured and maintained so team members use them on shift.
Audits & Inspections
Powered by Operandio. Your audit design, with our coaching on what it finds.
Hospitality Performance Management Platform
Training, tasks and reporting in one branded platform, in your brand voice.
Start with one department
Thirty minutes with your guest feedback open.
We will name the department we would start with, and why.
Book a demoEnterprise overviewLuxury Intelligence® · The fifth star is a culture, not a standard.