Problem:
In 2021, L'Ermitage Beverly Hills transitioned from a Viceroy-managed property to an independent Five-Star hotel. The challenge was to establish distinctive service standards and employee protocols that would uphold the hotel's reputation for excellence while creating a unique identity in a competitive market.

Solution:
Collaborating closely with the leadership team, we developed and implemented gracious service standards tailored to the hotel’s new identity. A comprehensive training program, including train-the-trainer tools, practice runs, and testing templates, was introduced to seamlessly integrate these standards into daily operations, ensuring a consistent service culture that met the expectations of L'Ermitage's discerning guests.