Luxury is often seen as something extravagant or excessive, yet the principles behind luxury experiences are actually quite fundamental and widely-applicable. Luxury experience principles are more relevant to your everyday life than you may think.
‘Luxury’ is entering a space that is welcoming and thoughtfully cared for. Luxury is being able to relax and recharge because your needs have been anticipated. Luxury delights your senses and makes you feel like you’re the most important person in the world.
In our personal and professional lives, we often craft experiences. It could be your office break room or your next dinner party. It could be your weekly client meeting or the next time a friend spends the night in your guest room. These are all experiences—and opportunities—to intentionally bring a ‘luxury experience’ into our everyday life. How well you do that depends on your knowledge of luxury experience principles and how creatively you apply them.
In this hands-on workshop, you will:
- Learn luxury experience principles from luxury hospitality industry leaders, Jadepoint Consulting
- See the principles in action through a guided tour of the Waldorf Astoria DC, a local Luxury Hotel
- Use your observation skills to assess other service experiences
- Practice applying the principles to other service experiences and to your own situations
This workshop will be held in two parts:
- Part 1 will be a 1-hour virtual session on Monday, August 18th, facilitated by Jadepoint teammates: Diego Esquivel & Diana Jeffery; and Evan Chan to introduce luxury hospitality principles.
- Part 2 will be a 4.5 hour in-person, hands-on workshop held on Friday, August 22nd that takes place at the Waldorf Astoria DC, stores near the hotel, and the MLK Library facilitated by Diana Jeffery and Evan Chan.
Come with an open mind and a willingness to dive in, reflect, and have fun!
Important Notes
Dress Code: We’re meeting in a luxury hotel and want to show respect to our hosts. Please dress in business casual attire.
Walking: We’ll be on foot between the Waldorf Astoria DC, the MLK Library, and other local businesses during our observations. Please wear comfortable shoes.
Weather: We’ll be moving between air-conditioned indoor spaces and DC’s August heat. Dressing in layers is recommended for your comfort.
Agenda
Monday, August 18 (virtual)
7:00pm-8:00pm // Introduction to the luxury experience principles
Friday, August 22 (in person)
12:30pm // Introductions and warmup activity at the Waldorf Astoria DC
1:00pm // Guided tour of the Waldorf Astoria
2:00pm // Observation of other service experiences
3:00pm // Apply luxury experience principles to reimagine the service experiences
3:45pm // Present reimagined experiences
4:30pm // Reflect on individual situations
5:00pm // End
About our facilitators
Diana Jeffery, Managing Partner of Jadepoint, has advised executives of Fortune 500 companies and high-profile government agencies for two decades. As former Quality Director for The Ritz-Carlton and Marriott’s luxury brands, Diana advised over 40 hotels worldwide to achieve record-breaking customer experience scores.
During the unprecedented pandemic, Diana mounted a global consultancy. Jadepoint has grown to serve over 80 Luxury & Lifestyle brands, collections, and properties; and impact over 6,000 leaders in elevating world-class service experiences, leadership, and performance.
In addition to hospitality experience, Diana brings a decade of management consulting and strategic planning expertise impacting US policy; former stage acting; and degrees from top academic institutions Brown University (B.A.) and the University of Virginia’s Darden School of Business (M.B.A).
Diana participates in a variety of industry and community organizations and is passionate about growing next-generation leaders in a more compassionate world.
Evan Chan is a civic designer, facilitator, and community-builder who is passionate about improving government services and fostering equitable outcomes. He has worked as a public servant and as a consultant, navigating complex bureaucracies and centering the voices of residents and frontline workers at all levels of government. Before coming to design, he worked as a Christian youth minister with a university student organization, mentoring students and fostering a vibrant community. The values of curiosity, compassion, and care that he developed in that role ground the work he does today.
Diego Esquivel, Luxury Service Training Lead, Jadepoint, is a Client Experience consultant with over 15 years of experience in luxury hospitality across the Middle East, Europe, and the Americas. Having worked with renowned brands like The Ritz-Carlton, he specializes in creating exceptional service experiences that foster emotional connections. Diego integrates design thinking with operational excellence, empowering teams to exceed expectations. His passion for storytelling and personalized service helps organizations craft memorable moments for both clients and teams.
