Plum Couch Hospitality

I help hospitality businesses increase revenue by improving how their customer experience actually works.

I work across people, systems, and environments to turn high-touch hospitality into experiences that scale, stay human, and bring customers back.

Experience

High-Touch Hospitality, Built to Scale

From Hamptons luxury estates to Las Vegas VIP operations, my background sits at the intersection of ultra-high-touch service and real-world scale. I’ve rebuilt distressed resorts, supported multi-property growth, and helped teams turn exceptional hospitality into repeatable, sustainable operations.

Today, I bring that perspective to growing hospitality businesses as an advisor focused on alignment, clarity, and customer experiences that actually hold up as companies scale.

Where Most Programs Break Down

Growth doesn’t usually break hospitality — misalignment does.

As businesses scale, systems drift from reality, environments stop supporting the experience, and staff carry more weight than they should. Leadership ends up reacting instead of designing.

Customers feel this first, often without being able to name it.

I help operators slow the right things down, see the experience clearly, and restore alignment before small issues become structural ones

How I Work

I work with owners and operators who believe a few core truths:

• The right people, given clarity and autonomy, outperform any script

• Great experiences should refresh identity, not exhaust it

• Human connection isn’t a soft metric, it’s a real business driver

My role is to help teams translate those beliefs into day-to-day reality. I work across experience, operations, and culture to bring alignment where things have quietly drifted, so the experience stays intact as the business grows.

This is hands-on, advisory work designed to create focus, not noise, and to build something durable from the inside out.

Background

My work spans casino operations, corporate VIP strategy, and ultra-luxury hospitality — from rebuilding distressed resorts in the Rockies, to scaling billion-dollar VIP programs across the U.S., to leading service design in one of the most demanding luxury markets in the country.

Across all of it, the pattern has been consistent: a small group of customers carries disproportionate value, and the businesses that thrive are the ones that design for them deliberately. Done well, that focus doesn’t stay contained, it spreads outward and becomes the cultural standard across the entire operation.

Read more: What I Learned from Billion-Dollar VIP Programs, Hamptons Luxury, and Tommy Boy Roadshows