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Some people understand hospitality instinctively.
Others have to be trained.
Brittni is the first kind.
Long before Elevated Xpeditions had a name, before I could articulate why certain experiences felt right and others felt forgettable, I watched Brittni elevate environments simply by paying attention. She never did things because “that’s how they’ve always been done.” She did them because she understood how people move through spaces, how they feel when they arrive, and how small details shape trust before a single word is exchanged.
That understanding was not accidental.
Brittni studied hospitality at Rosen College of Hospitality Management in Orlando, Florida. She worked at Walt Disney World and Universal Studios Orlando, environments where experience is not a buzzword but a discipline. Later, she spent years in the hotel and property management industry, eventually becoming a training manager for a large property management company.
Her role was never confined to a job description.
Whenever a property struggled with occupancy, consistency, or guest experience, Brittni was the one sent in. She was the utility player. The fixer. The person trusted to step into chaos and quietly bring order, warmth, and clarity.
What she brought with her was not a script. It was an understanding of journey.
Most businesses think hospitality starts when the customer arrives.
Brittni knows it starts long before that.
She understands that people begin forming opinions the moment they consider walking through the door. The parking lot. The entrance. The smell of the space. The posture of the staff. Whether someone stands up when they enter. Whether they are acknowledged immediately or left wondering if they are in the right place.
These things are invisible to people who have never been trained to see them.
In property management, this showed up in how Brittni approached something as mundane as a move-in packet. Most companies treat it like paperwork. A checklist. A compliance requirement. Brittni treated it like a story.
She would reorganize the packet in the exact order a resident actually needed it. Not the order that made sense internally, but the order that reduced stress. The most important information first. The things people panic about highlighted clearly. Emergency contacts. Maintenance requests. Community expectations. Everything placed intentionally so no one had to dig or guess.
This is not efficiency.
This is empathy operationalized.
Brittni has always believed that people feel cared for when they don’t have to ask obvious questions.
At the front desk, she taught teams to stand when someone walked in. Not because it was polite, but because it signaled presence. Attention. Respect.
She taught them to offer a beverage. To keep a refrigerator stocked. To understand that a drink is not about thirst. It is about comfort. About settling nerves. About saying, “You’re welcome here” without words.
Move-in gifts were never generic. They were curated to reflect the region. Local items. Familiar flavors. Something that quietly told the resident, “This place understands where it is and who you are.”
None of this was required.
That is why it worked.
The mistake most businesses make is thinking hospitality belongs only to hotels.
It does not.
Hospitals.
Dental offices.
Doctors offices.
Real estate firms.
Financial institutions.
Gyms.
Law offices.
Front desks of any kind.
Every customer-facing business has a journey whether they acknowledge it or not.
The question is not whether an experience exists.
The question is whether it has been designed intentionally.
This is where Brittni’s work becomes transformational.
She does not focus on branding.
She does not chase trends.
She does not redesign for the sake of novelty.
She observes how people move, where they hesitate, what confuses them, and what makes them feel safe.
Then she removes friction.
This is important.
Customer experience optimization is often framed as a sales tactic. Increase conversions. Improve close rates. Drive retention. Those things happen, but they are not the starting point.
The starting point is dignity.
Brittni approaches customer journeys with the belief that people should feel respected, oriented, and supported the moment they engage with a business. Whether they are buying something, signing paperwork, receiving medical care, or simply asking a question, the experience should reduce stress, not amplify it.
When people feel at ease, trust follows.
When trust follows, business improves naturally.
This is why her work translates across industries so seamlessly.
This work is quiet. Observational. Methodical.
She begins by watching.
How does someone enter the space?
Where do their eyes go first?
Do they know where to stand?
Who acknowledges them?
How long does it take?
What questions do they ask repeatedly?
Where does confusion show up?
She listens to staff. Not to judge, but to understand. Where do they feel awkward? What do they repeat all day? What do they wish customers understood better?
She maps the journey from first interaction to final outcome. Not from the business’s perspective, but from the customer’s.
Then she reorganizes the experience to match human behavior.
This might include:
None of this requires massive budgets.
Most of it requires awareness.
Some people can learn hospitality.
Some people embody it.
Brittni has spent her entire career inside environments where experience is measured in seconds and emotions. Where a small mistake can ripple into a bad review. Where excellence is invisible when done right and glaring when ignored.
She has trained teams under pressure.
She has elevated underperforming properties.
She has stepped into struggling environments and stabilized them through clarity and care.
She does not need to be loud.
She does not need to assert authority.
Her credibility comes from results and consistency.
At Elevated Xpeditions, we talk a lot about refinement, clarity, and version 2 thinking. Brittni’s work fits perfectly within that philosophy.
Customer Journey and Experience Optimization is not a separate offering. It is refinement applied to human interaction.
Just as we help founders refine products and digital experiences, Brittni helps organizations refine how people feel when they engage with them.
This service can support:
Anywhere people interact with your business, this work applies.
People forget features.
They forget pricing.
They forget specifics.
They remember how they felt.
They remember whether they were seen.
They remember whether they were confused.
They remember whether someone anticipated their needs.
Brittni has built her career around elevating those moments. Not for recognition, but because she understands that experience is where trust lives.
Adding this work to Elevated Xpeditions is not about expansion. It is about alignment.
It honors what has always been true in our work.
Clarity matters.
Care matters.
The journey matters as much as the destination.
And when the journey is designed well, everything else becomes easier.
The first step is a conversation. You do not need a perfect idea. You only need curiosity and a sense that your idea could become something stronger.