I’m Jennifer Glatt, founder of The Guest Experience Collective. At the heart of my career is a single passion: ensuring the story a brand wants to tell is the one its audience truly experiences.

I've honed this skill from every angle: as an international travel writer, as a copywriter for iconic brands like Fairmont and Raffles; as a higher education brand and content strategist, and as Editor-in-Chief of Hotel Management.

That hospitality-centric role gave me a 30,000-foot view of the industry and taught me a fundamental truth: the most successful hotels are those where the brand story and the operational reality are in perfect sync.

This is the work I continue today as the curator and writer of the weekly Mint Pillow Newsletter, where I’m constantly assessing the news and trends that shape hospitality, and specifically an exceptional guest experience.

I founded The Guest Experience Collective to partner with the passionate hoteliers I admire most—the ones who believe hospitality is an art form. I bring my blend of storytelling, brand strategy, and operational insight to help you close the gap between your vision and your guests’ reality.

Why "The Collective"?

The name reflects my core philosophy of collaboration. I'm your partner in refinement, not a critic in review. It’s about coming alongside you to fine-tune the details, celebrate what makes your hotel unique, and ensure every stay is unforgettable.