THE PROBLEM
BEHIND THE WELCOME
WHAT GUEST LOGISTICS — BEHIND THE WELCOME™ IS
Guest Logistics — Behind the Welcome™ is the operational training resource built for the hospitality leaders running the floor — not just facing the guest.
Founded by Isabelle Côté — operations consultant, Seatrade Cruise News Top 20 Under 40 (Lisbon, 2018), and 15+ years building training systems across Virgin Voyages, Fairmont Hotels, and major cruise lines from North America to Europe — this is not theory.
Every framework, tool, and template in this resource was built from real operations, for real operational leaders.
What this is:
O Practical, hospitality-specific operational systems
O Tools your team can use before the next shift
O The L&D department you were never given — finally built!
What this is not:
-
A leadership coaching program
-
A motivational course
-
Generic content built for any industry
A structured framework that guides hospitality managers through operational complexity, team training gaps, and guest experience challenges — in real time, on the floor.
You have been managing without the right infrastructure for long enough.
The Service Compass™ was built for exactly where you are — in charge, under pressure, and ready for a system that actually works and supports managers "on the floor".
01
Clarify — What does the brand actually expect operationally? Strip the fluff.
02
Translate — Convert standards into daily observable behaviors.
03
Reinforce — Micro-coaching during live operations, not in meetings.
04
Systemize — Build weekly rhythms so training doesn't die after day one.
05
Elevate — Shift from reactive manager to structured operational leader.
ABOUT ISABELLE
Built from the floor. Not from the classroom.
I spent 15+ years on the operational frontlines of hospitality — from the Fairmont Le Château Frontenac in Québec City to cruise terminals in Québec, Montreal, Vancouver, Miami, Barcelona, Athens, Copenhagen, and beyond.
I built training programs from scratch for major cruise lines.
I ran turnaround operations for over10 global brands at a time. I managed what happens when brand standards meet real teams, under real pressure, in real time.
What I kept seeing — across every port, every hotel, every operator — was the same thing: mid-level managers carrying the operation alone. Talented, capable leaders who were never handed the systems, the tools, or the training infrastructure to lead consistently.
Not because they weren't good enough. Because nobody built it for them.
Guest Logistics — Behind the Welcome™ is that infrastructure. Finally built.
As a highly collaborative manager I help lead from the front. We identify gaps and find creative solutions together. I love to structure, empower, and level up team members & leaders so they can reach their full potential.
15+
Years in
Hospitality Operations
10+
Global Major
Cruise Lines
collaborations
20+
Port Destinations Worldwide
Top 20
2018 winner
SeaTrade Cruise News
Top 20 under 40 awards
"I have had the pleasure of working with Isabelle for many years in many international cruise ports. I am honored to recommend her services and invite anyone to reach out to me for additional (and glowing!) discussions regarding Isabelle."
Carma Williams
Cruise Operations at Port of Seattle, Maritime Division, USA
Testimonials
"In every field, there are those people who stand out. People who are passionate and who have the perfect vision to carry out operations in an optimal and professional manner. Isabelle is one of those people, so I have no doubt that she will be able to accompany in a very efficient way anyone who needs a hand in their business.
Jean-François Beaulieu
Cruise Operations at Port of Quebec, QC, Canada
"Isabelle has great leadership qualities and is able to motivate and inspire at all levels.
She is professional and goal oriented and takes immense pride in all she is tasked to do. Isabelle is an asset to any company."
Andrew Parker
Operations Manager at Destinations North America, Vancouver, B.C. Canada
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