Challenge: After leaving Viceroy management in 2021, the hotel needed service standards that felt uniquely “L’Ermitage” yet worthy of its Five-Star status.

Approach: Co-created “Gracious Touchpoints,” built train-the-trainer modules, and embedded performance checkpoints to hard-wire the new culture.

Impact: Mystery-shop scores and guest feedback improved, turnover declined, and the property secured its first independent Five-Star rating.