Chase Sapphire Airport Lounge(s)

Boston Logan
La Guardia NYC Flagship
JFK International

National market study of current lounge service levels which also considered best-in-class hospitality and service across industries.  Findings and results workshopped with client stakeholders to create distinct hospitality mission and core principles around how to deliver on the brand’s effortless luxury mandate.  We created a custom hospitality guide and training materials that fleshed out core principles with tangible actions for every position.  Trainings uploaded into an interactive, online Learning Management Software (LMS) for on-going service and hospitality training.  

Co-created benchmarks with client on how to survey and what to ask to receive most actionable feedback.  

Servicelab assisted in hiring and led training for the opening team of 60 plus frontline team members for the Sapphire’s first three brand-critical locations.

Our service model, and training has contributed to the Boston Chase Sapphire Lounge being named the Best Priority Pass Lounge in the world.  The La Guardia flagship lounge has been named by The Points Guy and others as the best lounge in the country.