Elizabeth is passionate about Customer Experience, and has an extensive background in the luxury travel and guest services industry, including guest relations, operations execution, brand positioning, and marketing and digital engagement.

Her expertise lies in streamlining operations, building effective service delivery systems to ensure consistency in the guest experience, and understanding performance though metric measurements and data analytics. She has been able to apply that expertise to non-traditional service industries, including healthcare, and recently co-developed an elective on patient experience and the role of hospitality in healthcare for Cornell University.

Previously, Elizabeth consulted for a range of clients through her firm, Sophos Hospitality Consulting, was an interim undergraduate instructor at the School of Hotel Administration, and currently develops online training content in collaboration with the School of Hotel Administration and eCornell. She is the author of the online Cornell University Service Excellence On-Demand Training. Elizabeth holds both a bachelor’s degree (’07) and a Master of Science (’18) in Hotel Administration from Cornell University.