Ignite Devotion with Every
Service Experience

Wisdom from Exposure

Each year we spend over 3,500 nights in luxury hotels to assess performance against 800 industry benchmark and emotional intelligence standards.

Excellence from Experience

With 18 years of service data from over 25,000 luxury hotel assessments in 131 countries across 80 brands our insights, analytics, and benchmarking platform is unparalleled.

Perspective from Consultation

Our full-time Consultants interact with more than 1,000,000 client employees and spend over 5,000 hours each year engaged in personalized post-audit consultations with property leadership teams.

Thousands of LQA clients put our
intelligence to work everyday.



Our commitment to help clients achieve their ambition

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Science with soul

We seek to understand the underlying emotions within every insight, strategy, and solution to get to the heart of what drives exceptional performance.

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Evidence over intuition

We use consistent, objective, and intelligently fair analysis, combined with the power of qualitative and quantitative indicators to determine actionable insights.

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Service you can feel

We consider every interaction to be a hallmark of our brand and treat our clients with the same appreciation and devotion they provide their guests.

More intelligent tools that drive stronger results

We're investing across five disciplines to help clients improve their service performance.

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Standards Intelligence

Our approach to help your teams understand the 800 global benchmark and emotional intelligence standards recognized by the luxury hospitality industry, offered in eight languages and supported by our self-assessment platform.

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Learning Intelligence

Our turnkey learning solution, built on modern brain science and social engagement, supports a smarter approach to effective service delivery education and will strengthen performance and collaboration across your entire property.

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Assessment Intelligence

Our quality assurance assessment provides an in-depth measure of property performance across the 800 global benchmark and emotional intelligence standards followed by a personalized feedback session between our consultant and your leadership team.

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Collective Intelligence

Our application of artificial intelligence to your audit results and additional data channels unlocks richer insights that facilitate continuous improvement, focus teams on key result standards, and validate performance over time.

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Prescriptive Intelligence

Our framework for effective action plans informed by client-specific historical data helps identify key missed standards, assign responsibility, and monitor progress as you execute against a well-defined strategy.

Our Consultants provide the care you deserve

Born with the hospitality gene, the average LQA Consultant is anything but average.

We are full-time professional consultants and hoteliers by profession.

Each of us have held a senior leadership position for a minimum of five years within a luxury hospitality brand.

  • 14 Nationalities

  • 5 Million miles flown

  • 15 Languages spoken

Follow our clients

Favourite place

Zermatt, Switzerland

Why? Zermatt has the romance, adventure, and possibility of every alpine experience imaginable.

Our Leadership Team

Andrew Lazzaro

CEO

Andrew believes in the untapped talent of people.

  • Set LQA’s strategic vision, strengthen our team, and champion the success of our clients.
  • CMO of OMD Worldwide, Omnicom’s flagship media and communications agency.
  • Engineered data-driven guest experiences at Harrah’s/Caesars Entertainment.
  • CMO for Las Vegas Sands in Asia and Advisor to the Chairman of Genting on global strategy and guest operations for Resorts World.
  • BS in Commerce from the University of Virginia and MBA from Harvard Business School.
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Our Leadership team

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Andrew Lazzaro

CEO

Andrew believes in the untapped talent of people.

  • Set LQA’s strategic vision, strengthen our team, and champion the success of our clients.
  • CMO of OMD Worldwide, Omnicom’s flagship media and communications agency.
  • Engineered data-driven guest experiences at Harrah’s/Caesars Entertainment.
  • CMO for Las Vegas Sands in Asia and Advisor to the Chairman of Genting on global strategy and guest operations for Resorts World.
  • BS in Commerce from the University of Virginia and MBA from Harvard Business School.
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Trent Walsh

Founder & Managing Director

Trent believes in the truth and transparency of data.

  • Founded LQA in 2000 with a commitment to consistently deliver great service.
  • Manages client relationships, drives product evolution.
  • Member of LQA Advisory Board.
  • Operator with InterContinental Hotels and Sun International.
  • BA in Political Science from the University of British Columbia and a Diploma in Business Administration from Kingston University.
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Andrew Jarman

Director of Operations

Andrew believes in precise execution.

  • Ensures seamless daily operation of our primary quality assurance and benchmarking business.
  • Joined LQA in 2001 as a Senior Consultant.
  • Fifteen-year career in F&B Operations and General Management at Claridge’s, The Ritz London, and Home House.
  • Assistant to the Master of the Household at Buckingham Palace in service HM The Queen and The Royal Family.
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Jayne Griswold

Head of North America Client Services

Jayne believes in strong partnerships.

  • Helps our clients get more out of our services.
  • Founded Griswold Hospitality Partners, a guest experience firm dedicated to helping clients build a more customer-centric vision for their organizations.
  • Managing Director, Service & Hospitality at United Airlines. Created and implemented service standards and strategies across all customer-facing touchpoints.
  • Executive Vice President, Client Services, Forbes Travel Guide. Created Forbes Hospitality Solutions; a consultative platform designed to help luxury hotel, restaurant and spa properties create a better guest experience.
  • Began her 20+ year hospitality career in front line operations at the Four Seasons Hotel Chicago.
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Nick Underwood

Director of Development

Nick believes in the power of progress.

  • Guides the implementation of bespoke client needs across the LQA portfolio.
  • Leads Consultant recruitment and professional development.
  • Joined LQA in 2002 as a Consultant.
  • 20+ year career in F&B, operations and general management at Claridge’s and The Ritz Hotel.
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Stephanie Lee

CFO

Stephanie believes in accuracy.

  • Leads the finance, legal, and regulatory compliance function at LQA.
  • Led Strategic Finance and Corporate Development at Unified.
  • Investment banker at HSBC in Technology Group and Financial Institutions Group and Lehman Brothers.
  • SVP of Institutional Sales and Client Services at Neuberger Berman.
  • AB in Economics from Harvard University and MBA from Harvard Business School.

Do More With LQA

Learn more about how we can help you improve service delivery.

+44 (0) 1689 899860
info@leadingquality.com