See the Guest
Recognize emotional cues, anticipate needs, and notice the moments that can elevate or derail the stay.
Luxury hospitality training and consulting
Turn every guest interaction into a five-star moment.
Emotional intelligence training that equips frontline staff, supervisors, and management to deliver consistent service, recover with confidence, and protect your luxury promise.
25+ Years developing service-focused teamsAll levels Frontline to executive leadershipBuilt for Resorts and luxury hotels
Founder and Principal ConsultantKim Jones
The business case
Your property can look luxurious and still deliver an ordinary experience.
Guests do not separate the beautiful room from the cold check-in, the unresolved complaint, or the manager who never followed up. One emotionally mishandled moment can become the story they tell online.
The unspoken truth: service inconsistency is rarely just a frontline problem. It is a leadership alignment problem that shows up at the frontline.
Kim Jones' signature framework
The S.T.A.R. Method
A practical, human-centered system for turning emotional intelligence into consistent guest-experience behavior.
Tune Into Needs
Use active listening and empathy to understand what guests and team members are really communicating.
Align for Impact
Connect frontline execution, supervisor support, and leadership expectations around one luxury-service standard.
Reinforce With Action
Turn service recovery, feedback, coaching, and accountability into repeatable five-star habits.
What your team will achieve
Training that changes what happens after the workshop.
Through realistic scenarios, guided practice, and property-specific discussion, participants learn how to respond when service gets complicated, emotions rise, and the brand promise is on the line.
Increase guest satisfaction and online review ratings
Strengthen service recovery and complaint resolution
Improve communication across frontline and management teams
Build employee confidence, engagement, and accountability
Create consistent five-star behaviors across the guest journey
Reduce the service breakdowns that damage loyalty and reputation
One standard. Every level.
Built for the people who shape the stay.
Frontline Teams
Equip guest-facing employees to read the moment, communicate with empathy, and resolve issues without losing composure.
Supervisors
Strengthen coaching, accountability, and real-time support so frontline teams are not left to carry the luxury promise alone.
Management
Align expectations, systems, and leadership behavior around the guest experience the brand says it delivers.
Meet Kim Jones
Clear strategy. Human connection. No performative training.
Kim Jones is a customer experience strategist and training facilitator with more than 25 years of experience developing service-focused teams. Her background spans banking, workforce development, leadership training, and frontline performance.
She created the S.T.A.R. Method to help luxury hospitality teams translate emotional intelligence into practical service behaviors. Her engaging, direct approach gives staff and leaders tools they can use in the moments that matter most.
Kim is also a best-selling author and co-founder of the L.I.F.T. Women’s Conference, one of the largest women’s events in the Pocono Mountains.
Kim Jones Founder, KRJ Consulting Group
True luxury lives in the seamless moments of human connection we create.
Kim Jones
Start with the real service challenge
Where is your luxury promise breaking down?
Schedule a conversation to identify the guest-experience gaps, leadership friction, or frontline behaviors that may be costing your property loyalty, reputation, and retention.
Let’s strengthen your guest experience.
Email Kim to discuss your property, team priorities, and the service breakdowns you want to correct.
Send your inquiry to
info@krjconsultinggroup.com
Include your property name, your role, and your primary service challenge.