Guest Experience at Hyatt

Led the end-to-end guest experience strategy and redesign for three Hyatt brands: Andaz, Grand Hyatt, and Ziva/Zilara.

Conducted extensive cross-cultural research across multiple continents, combining cultural anthropology, consumer psychology, and market analysis to understand guest preferences and regional dynamics. Synthesized qualitative and quantitative insights to inform strategic recommendations and prioritize investments in high-impact touchpoints.

Developed an integrated experience framework uniting physical, digital, and service elements into a cohesive journey that balances global brand consistency with local relevance. Partnered with design, marketing, and operations teams to drive alignment and execution across diverse markets.

This strategy reinforced Hyatt’s market positioning as a globally-minded, locally-attuned hospitality leader, delivering differentiated experiences that strengthen customer loyalty and brand equity.