Louise brings over 20 years of senior experience leading enterprise‑level guest experience transformation, multi‑property operations, and service culture uplift for global icons including Crown Resorts, Hong Kong Disneyland, and Shangri‑La Hotels and Resorts.
Her strength lies in helping organisations align strategy, operations, and culture so guest experience becomes a genuine driver of commercial performance rather than a service aspiration. She has led large, multi‑site teams; uplifted service culture across regions; and delivered transformation programs in some of the world’s most demanding guest environments.
She specialises in designing guest experiences that are intentional, human, and commercially impactful — experiences that create lifetime memories, empower teams, strengthen loyalty, increase revenue, and improve operational performance. Louise bridges the gap between Board‑level strategy and frontline execution, ensuring experience uplift is both meaningful and measurable.

Her capability is built on enterprise‑scale transformation work:

• At Crown Resorts, she architected the organisation’s first integrated Customer Experience Strategy and designed the entire Crown Service Excellence program from the ground up — including the service culture framework, leadership development, team training, 36 role‑specific guides, service recovery model, and full brand identity. She launched a new enterprise Measurement Framework, redesigned the complaints system, introduced a Voice of Guest platform, and demonstrated the link between experience, spend, and NPS. Her work repositioned CX from a reporting function to a strategic business partner across Melbourne, Sydney, and Perth.

• At Hong Kong Disneyland, she held full P&L accountability for a 1,750‑room, three‑hotel portfolio and over 1,000 employees. She repositioned the portfolio, delivered a full hotel renovation, embedded immersive Disney storytelling across the guest journey, and designed premium end‑to‑end experiences that increased length of stay, on‑property spend, and repeat visitation. She also led crisis management and sustainability initiatives, reducing plastic waste by 80% while maintaining guest experience standards.

At Shangri‑La Hotels and Resorts, she established the global Quality Improvement function, redesigned guest experience systems, and uplifted service culture across Asia‑Pacific. She doubled the Group’s “Excellent” guest experience score from 29% to 60%, improved problem‑handling excellence from 12% to 25% in one year, and built global frameworks for empowerment, defect reduction, and continuous improvement. Her work connected guest loyalty with colleague engagement, influencing leadership focus on workforce experience as a commercial driver.
Across every organisation, Louise has focused on the moments that matter — the touchpoints that elevate connection and commercial outcomes, and the pain points that disrupt them. Her approach is practical, human‑centred, and operationally grounded, ensuring experiences are not only elevated but also easy for teams to deliver consistently.

We exist to help organisations deliver experiences that feel better for guests, easier for teams, and stronger for the business.