Digital strategy · Human-to-human marketing · Communication training

I believe communication is the foundation of hospitality.

I love hospitality because it connects people and cultures together. I have spent more than five years in luxury and ultra-luxury hospitality, implementing customer engagement strategies and enterprise software across global properties, and bridging teams and vendors towards the same result. All of it starts from the guest: the journey they actually take, and the psychology underneath it.

What I work on

Areas of expertise

CRM & membership platforms
End-to-end implementation, from the first conversation to go-live. Member portals, preference centres, and the connections into the systems a property already runs.
Loyalty & guest engagement
Lifecycle campaigns, segmentation and loyalty programmes built around the guest journey, so the interactions stay meaningful across every touchpoint.
Digital strategy & automation
Digital transformation from the strategy through to the rollout: what a property actually needs, which modern tech stack supports it, and where AI and automation genuinely help.
Guest communication & team dynamics · PCM®
NASA used the Process Communication Model® to select and train astronaut crews. Space missions and luxury hospitality share more than you would think: small teams delivering excellence in a high-stakes environment. PCM® gives a team the language to connect with each person in the way that works most naturally for them.
Teaching & course development
Course design and delivery at a Swiss university of applied sciences, one of the leading hospitality schools in the world: luxury hospitality, international business, consumer behaviour.
Project & people management
Scope, vendors and budgets, decisions grounded in data, and responsibility for the outcome. Working with executive leadership across commercial, third-party and property teams.
Certified Trainer, Process Communication Model® Certified Braze Digital Strategist Associate's Degree in Project Management (PMI)

Recent projects

Rebuilding a SaaS knowledge base as a system that keeps pace with the product

Peoplevine · membership and experience platform for private clubs and luxury hospitality
Read the case →
AI agent skills
Docs-as-code
GitBook & GitHub
Content architecture
AI search readiness
Documentation strategy

Let's get connected

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