A passionate team dedicated to designing guest‑centred experiences that elevate connection,
empower teams, and deliver meaningful commercial outcomes.
Louise Lao - Our founder and strategic lead
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.
Learn more about Louise’s experience
Tim Millett
Leadership & Service Standards Director
Tim brings over 30 years of hospitality experience, including being part of the founding team that established The Blue Mountains International Hotel Management School — one of Australia’s most respected institutions for service excellence. His career spans senior learning, leadership, and service culture roles across luxury hospitality and large‑scale operations, including Wynn Macau and Wynn Palace.
During his six years at Wynn, Tim led learning, advancement, and service culture programs across two of the world’s most awarded integrated resorts — including Wynn Palace’s achievement of multiple Forbes Five‑Star awards across its hotel, spa, and restaurants. His work contributed to the consistency, precision, and service excellence that underpin these global recognitions.
At Crown Resorts, Tim held multiple senior leadership roles — including Group Head of Learning & Development and Group Head of Leadership Design & Facilitation — where he strengthened service culture, uplifted leadership capability, and built training frameworks that supported thousands of employees across multi‑property operations.
Tim’s work centres on empowering people, simplifying operational delivery, and building the service foundations that enable teams to deliver consistent, high‑quality guest experiences every day.