A passionate team dedicated to designing guest‑centred xperiences that elevate connection,
empower teams, and deliver meaningful commercial outcomes.
Our founder
and strategic lead
Louise Lao is a senior operations, guest experience transformation amd strategic leader with over 20 years’ experience shaping service culture, operational excellence, and large‑scale transformation across global icons including Crown Resorts, The Walt Disney Company, and Shangri‑La Hotels and Resorts.
Louise’s interest in sport grew as she recognised the potential to bring guest experience principles into sporting environments — creating more intentional fan journeys, empowering the teams who deliver them, and supporting stronger commercial outcomes.
At Hong Kong Disneyland, Louise led the hotel portfolio, Inspirational Lake, and Recreation, overseeing 1,750+ rooms, 1,000+ employees, and the delivery of integrated guest experiences across a complex resort environment — experience that shapes how she approaches designing seamless, end‑to‑end event days in sporting environments.
At Shangri‑La Hotels and Resorts, she partnered with regional and property leadership across Asia‑Pacific to uplift service culture, guide pre‑opening and repositioning projects, and strengthen operational consistency — the same foundations required to elevate guest experience across stadiums, venues, and sporting precincts.
At Crown Resorts, she played a key role in enterprise‑wide guest experience transformation, embedding service culture, simplifying operations, and aligning teams around a unified approach to guest and team experience — work that mirrors the organisational uplift needed in high‑pressure sporting environments.
Across her work, Louise has seen that meaningful guest experience uplift comes from understanding the moments that matter — the touchpoints that elevate connection and commercial outcomes, and the pain points that disrupt them. Whether physical or digital, she focuses on designing journeys that feel seamless, intentional, and easy for both guests and the teams delivering them.
Across every role, her philosophy has remained the same: guest experience is built by people, enabled by systems, and sustained by culture. Her work centres on empowering teams, simplifying operations, and designing environments where both guests and employees can thrive.
Louise founded The Game Experience Group to help sporting organisations create guest‑centred experiences that elevate connection, strengthen loyalty, and deliver meaningful commercial outcomes.
Leadership & Service Standards Director
Tim Millett — Operations, Service Standards & Capability Uplift Lead
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.