One of the biggest decisions I made was choosing to trust my own instincts, even when others questioned my vision and the path I was taking.
Leila Souza · In Her Own Words
Her Story
About Leila
Leila Souza is a hospitality leader, consultant, and customer experience strategist with more than a decade of experience in guest services, food and beverage operations, executive support, and client relations. Originally from Brazil and fluent in English, Portuguese, and Spanish, she has built a career centered on creating exceptional customer experiences while helping organizations improve operational efficiency and strengthen client engagement. Throughout her professional journey, Leila has developed a reputation for combining strong business acumen, strategic thinking, and emotional intelligence to deliver impactful results in both hospitality and consulting environments.
Having restarted her career after relocating to the United States, Leila quickly established herself in leadership roles with respected hospitality organizations, including The Hollywood Roosevelt, Sofitel Los Angeles at Beverly Hills, and the Delta Sky Club lounges at Los Angeles International Airport. In these positions, she led diverse teams, managed complex food and beverage operations, trained employees in service excellence, and implemented strategies designed to elevate guest satisfaction and operational performance. Her ability to identify service opportunities, anticipate customer needs, and foster strong relationships has consistently contributed to improved experiences for both guests and organizations.
Today, as the founder of Leila Souza Consulting, she provides strategic consulting, executive support, and senior customer service solutions to private clients and organizations. Her work focuses on operational workflow optimization, decision-making support, project coordination, and bilingual communication, helping clients navigate challenges while achieving their goals with efficiency and confidence. Driven by a passion for human connection and service innovation, Leila believes that exceptional customer experiences are created through culture, leadership, and purpose. Looking ahead, she remains committed to empowering organizations to rethink service, strengthen customer loyalty, and create meaningful experiences that drive long-term success.
Her Interview
Ten minutes with Leila
01What do you attribute your success to?
I attribute my success to a genuine love for hospitality, service, innovation, and human connection. What drives me is the opportunity to create meaningful experiences that make people feel valued, understood, and appreciated. I am constantly thinking about how to improve experiences, inspire others, and bring a personal touch that transforms ordinary moments into memorable ones.
Throughout my career, I have learned that people may forget what you do, but they never forget how you make them feel. Whether serving guests, supporting teams, or helping organizations improve their service culture, my goal has always been to create lasting positive impact through empathy, authenticity, and excellence.
As someone who has overcome challenges and embraced growth through experience, I understand the importance of compassion and genuine care. Seeing someone leave with a smile, feeling heard and respected, is what continues to inspire me every day
02What’s the best career advice you’ve ever received?
Stick with the goals you have set yourself and follow your plan no matter how hard it gets.
03What advice would you give to young women entering your industry?
My advice to yougn women entering the hospitality and service industry is to belive in the value of your voice, your ideas, and your unique perpsective. Never stop learning, stay curious, and be willing to take on challenges that push you beyond your comfort zone. Build strong relationships and lead with integrity.
04What are the biggest challenges or opportunities in your field right now?
One of the biggest challenges in hospitality and customer experience today is balancing technology with genuine human connection. While automation and AI can improve efficiency, guests still value personalized service, empathy, and authentic interactions. Organizations that rely solely on technology risk losing the emotional connection that builds loyalty and trust.
At the same time, businesses that successfully combine innovation, emotional intelligence, and personalized service can differentiate themselves in a highly competitive market. Organizations that utilize technology to enhance the human experience—creating meaningful and memorable moments for their customers—represent the future of the industry.
05What values are most important to you in your work and personal life?
My values are rooted in integrity, resilience, and excellence. I believe that every person deserves to feel seen, valued, and respected, and I strive to reflect those principles in everything I do.
Throughout my journey, I have chosen to remain authentic and true to my values, even when that meant facing challenges or resistance. Those experiences taught me that growth begins with self-awareness and a willingness to learn from every situation.
I am grateful for every opportunity and challenge I have encountered, as they have shaped the person and professional I am today. As an immigrant, I am especially thankful for those who believed in me and supported my journey. Every experience, lesson, and relationship has contributed to my growth and strengthened my commitment to leading with integrity, purpose, and respect for others.
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