SPEAKER BIOGRAPHY

Leonardo Inghilleri is a recognized expert in the service and hospitality industry and a well-known speaker in the area of organizational effectiveness, service excellence, business innovation, process management and human resources practices, and co-author with Micah Solomon of “Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization.”

Leonardo is the Executive Vice President and Managing Partner of West Paces Consulting, a subsidiary of the West Paces Hotel Group, formed in 2003 by several former senior leaders of The Ritz-Carlton Hotel Company with an insatiable commitment to excel and innovate.

Prior to West Paces Consulting, Leonardo served as Executive Vice President, Brand Manager for BVLGARI Hotels & Resorts. In this capacity, he has been responsible for the successful development and launch of this luxury hotel brand – a joint venture between The Ritz-Carlton Hotel Company and the famous Italian jeweler BVLGARI. Leonardo joined The Ritz-Carlton in early 1994 as Senior Vice President of Human Resources. As a member of The Ritz-Carlton Corporate Steering Committee, Leonardo played a significant role in the success and accomplishments of the company during a time of many changes and tremendous growth by developing and introducing innovative business and service concepts still considered a benchmark for excellence in the hospitality industry.

Among his accomplishments, Leonardo was one of the key architects of The Ritz-Carlton’s unequalled second winning of the Malcolm Baldrige National Quality Award.

Other highlights of his leadership include the creation of The Ritz-Carlton Learning Institute and The Ritz-Carlton Leadership Center.

Prior to The Ritz-Carlton, Leonardo worked for The Walt Disney Company in Orlando and Paris as part of the executive opening team of Euro Disney Resort in Paris and has held several management positions within the travel and hospitality industry in Italy, England and the United States.

Born in Rome, Leonardo is married and has two boys, ages 16 and 18. In his free time he enjoys martial arts, running, reading and painting.