Leila Souza
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.
• Alcohol Server Training
• Demonstrating Accountability as a Leader
What do you attribute your success to?
I attribute my success to love. It's love and passion for hospitality, service, and innovation. What drives me is this constant thinking about what is the next thing I can change, what is the next thing I can put together for creating experiences that people never forget, and sharing human touch with heart-to-heart connection. People never forget about me. When I talk to people, and after I'm done working, I go to companies and people are still talking about it. That's what drives me. What pushes me is the love for getting things done and knowing that people will appreciate and memorize it differently from traditional hospitality. My mind is constantly thinking about how I can make someone happy today, how I can touch someone's heart today, what I can change in their lives today. When I was working at the Delta Sky Clubs, I met so many passengers and everybody has their problems, but I was there to tell them, listen, I understand what you're going through. Because I went through so much in my life that I understand other people's feelings. And I could make them happy and smiling, which was the best day for my life, every day.
What values are most important to you in your work and personal life?
My values are rooted in integrity, resiliency, and excellence. I believe that every person deserves to feel seen, valued, and respected. I stand for values and integrity in who I am. Sometimes I face so much resistance because I choose to be who I am without makeup, so to speak, but in the end, everything was amazing for me. First we have to change ourselves to understand what is going on. I'm grateful for everything, even the challenges through my career, because that's what defined who I am today. I'm grateful for the people that believe in me, especially as an immigrant. Everything I learned and saw in my environment shaped who I am today, and I stand for my values no matter what.
Locations
Leila Souza Consulting
West Hills, CA 91304