Welcome to Inghilleri Consulting Group 
We are a diverse entrepreneurial team of executives with an insatiable commitment to excel and innovate. Over the past three decades, we have developed and introduced pioneering business and customer service concepts in the hospitality industry and set a benchmark for excellence across multiple sectors. Established in 2003 by Leonardo Inghilleri as West Paces Consulting, our firm is dedicated to organizations desiring to strengthen their relationship with their customers and to achieve Performance Excellence as a competitive advantage.

As former senior executives of The Ritz-Carlton Hotel Company, BVLGARI, The Walt Disney Company, Neiman Marcus, Salvatore Ferragamo, and other world-class organizations, we have an exceptional track record in the service industry, which includes winning the Malcolm Baldrige National Quality Award twice. ICG focuses on improving and accelerating our clients’ capabilities in the following areas:

  • Customer Service Excellence
  • Organizational Culture and Brand
  • Business Strategies
  • Sales & Marketing Strategies
  • Organizational Effectiveness
  • Innovation 
  • Leadership Training and Development
  • Customer Service Process Design & Staff Training
  • Human Resources Strategies & Practices
  • Business Process Design and Deployment
  • Total Quality Management and Continuous Improvement
  • Performance Metrics and Measurements

Inghilleri Consulting Group’s roots are in the luxury hospitality and retail industry, and with professional service organizations. We have significant experience and accomplishments with clients operating in multiple locations both domestically and internationally. We are loyal to our clients as we believe in strategic partnerships that go far beyond the scope of a single project. In our customer service workshops we share our passion for excellence and our commitment to delivering great business results.
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ICG Founder and President

Leonardo Inghilleri is a recognized expert, innovator and sought-after speaker in the area of customer service excellence, organizational effectiveness and strategies, leadership, and human resources practices. He is the President of the Inghilleri Consulting Group.
Client Industries

— Airlines
— Automotive
— Banking and Financial Institutions
— City Venues
— Convention Centers
— Healthcare
— Hospitality
— Insurance & Investment  
— Law Firms
— National Sport Franchises
— Performing Arts Venues
— Real Estate 
— Retail and Distribution

Exceptional Service, Exceptional Profits was written by Leonardo Inghilleri in collaboration with Micah Solomon and is an international best seller. Leonardo’s innovative and proven business concepts captured in the book, are shared in his workshops and seminars, as well as in his consulting work with clients.

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