Independent pre-launch readiness advisory for hotels, travel operators, private clubs, and membership concepts. We uncover the Hidden Readiness Gaps™ that don't appear in plans, reports, or risk registers — before your guests do.
The Expensive Problem
Hidden Readiness Gaps reveal what may actually happen when an initiative reaches guests, employees, and operations. They rarely appear in status reports, testing results, or risk registers. They emerge where ownership, processes, systems, training, and operational reality intersect — and where guests feel the consequences first.
Engagements
Choose the depth of investigation that matches your timeline, complexity, and the cost of surprise.
Identify and prioritize the Hidden Readiness Gaps most likely to affect launch success — while there's still time to act.
60–90 days pre-launch
An independent, evidence-based readiness investigation that validates assumptions, reveals Hidden Readiness Gaps, and supports leadership launch decisions.
90–120 days pre-launch
Light-touch advisory continuity as new information emerges and decisions become more complex. Not project management — independent perspective.
Through launch & early stabilization
The SHINE Diagnostic™
Five disciplines that move leadership from assumption to evidence.
Follow the guest, employee, and operational journey — not isolated functions.
Look beyond the standard process for edge cases that cause launch failures.
Surface assumptions, dependencies, and ownership gaps that plans miss.
Clarify accountability for readiness, decisions, and mitigation.
Test readiness against realistic operating conditions, not idealized plans.
The lens behind the Diagnostic
The Hidden Readiness Gap Diagnostic™ applies the Launch Readiness Reality Framework™ to systematically surface, evaluate, and prioritize the gaps that threaten launch success.
Create an independent view of current readiness. Review plans, gather stakeholder insights, explore assumptions, map dependencies.
Examine through multiple lenses. Operations, guest experience, policies, training, systems, dependencies, exceptions.
Identify, evaluate, and prioritize the Hidden Readiness Gaps most likely to affect launch success.
Provide leadership with the evidence, context, and clarity to make informed go-live decisions.
Best Fit
When brand reputation, guest experience, and cross-functional coordination must come together at launch — and the cost of surprise is high.
Experience from both sides of the launch
Before advising organizations including Microsoft, Starbucks, Alaska Airlines, and Boeing, Lisa worked in restaurant operations, retail operations, store management, and hospitality environments — experiencing firsthand what happens when new systems and initiatives reach frontline teams before the organization is fully prepared.
That perspective shapes every engagement: readiness assessments for the Alaska + Virgin America systems integration, repeatable launch processes for Starbucks Roastery and Reserve, readiness work supporting major milestones at Boeing, and loyalty, digital, and customer-facing launches at Microsoft.
"You consistently focused on the success of the initiative, not just the completion of project activities."
Executive Briefings
The Hidden Readiness Gaps™ Executive Briefing helps leadership teams examine readiness from a different perspective: not whether project activities are complete, but whether guests, employees, and operations are likely to experience the launch as intended.
Participants gain a shared understanding of how Hidden Readiness Gaps™ form, why they often remain invisible until launch, and what questions leaders should be asking before go-live.
Start with an Initial Consultation — a conversation to determine which engagement fits your initiative, timeline, and the cost of surprise. You'll leave with a recommended path.
Better visibility · Better decisions · Better outcomes
