From compliance to commitment: re-energizing brand culture across care teams
In hospitality, brand is the heartbeat of the guest experience. It shapes expectations, builds loyalty, and drives revenue. But in a sector defined by complexity—franchise models, high turnover, and rising guest demands—employee engagement with the brand is often the missing link.
At The Brand Consultancy, we help hospitality leaders turn that link into a lever. We don’t treat engagement as a moment. We treat it as a movement—one that starts when the brand is being defined and continues through every touchpoint, every team, and every guest interaction.
We’ve helped brands build internal cultures, empowering employees to live the brand every day—delivering consistent, emotionally resonant experiences across diverse locations and teams.
Unlocking opportunity through employee engagement.
Hospitality brands operate in one of the most dynamic and experience-driven industries in the world. With that comes a powerful opportunity to embed the brand in your people—transforming employees into passionate brand ambassadors who deliver consistent, memorable experiences at every touchpoint.
When employees live the brand:
Franchise networks become unified ecosystems, where diverse teams rally around a shared brand story and deliver it consistently across every location.
Cross-functional teams transform into aligned brand stewards, working seamlessly across front office, back office, and ownership to create cohesive guest experiences.
Messaging becomes a powerful connector, harmonized across corporate and property levels to inspire belief and drive emotionally resonant service.
High turnover becomes a catalyst for culture-building, creating opportunities to attract and retain purpose-driven talent who live the brand from day one.
Rising guest expectations fuel innovation, empowering teams to deliver more personalized, meaningful, and memorable experiences that differentiate your brand.
Embedded the brand into training, KPIs, and daily operations, results in brand equity growing from the inside out.
Our approach: defining it, hearing it, believing it, living it.
We help hospitality brands embed brand deeply within operations and culture through a four-phase methodology:
Defining It - Engagement begins with understanding. We involve employees early in the brand definition process, valuing their frontline insights and building shared ownership.
Hearing It - We craft launch experiences that inspire and inform. Employees learn what the brand stands for, where the business is headed, and how they fit into the future.
Believing It - We activate belief through tailored training, creative storytelling, and shared rituals that help teams internalize the brand and translate it into on-brand behaviors.
Living It - We help employees become brand champions. Through manager enablement, experience audits, and culture dashboards, we ensure consistency across every property and role.
We help organizations position their brands for success
“By engaging employees early and meaningfully, we helped ensure the new brand was embraced, understood, and lived—driving alignment across teams and impact across touchpoints.” —Choice Hotels International
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