Today we’d like to introduce you to Kylie Fitzgibbons.
Hi Kylie, can you start by introducing yourself? We’d love to learn more about how you got to where you are today?
My story really began with a deep love for people, connection, and creating experiences that make others feel seen, valued, and inspired. Growing up in Lancaster, Pennsylvania, I was raised with core values that I found common in hospitality, always had a love for leadership, and the energy that comes from making someone feel genuinely cared for.
One of the most defining moments that shaped my entire career happened during my first stay at the The Ritz-Carlton, Philadelphia with my dad. I still remember walking into the hotel and being enamored by the elegance of the grand lobby, and greeted by name from the doorman who recognized my dad as a loyal patron. The way he welcomed us made me feel important, valued, and unforgettable in a way I had never experienced before. It introduced me to elevated experiences in luxury hospitality at a young age. That moment stays with me to this day (decades later) and became the foundation of how I show up to deliver service excellence across America and the Caribbean.
As I grew throughout my career in hospitality leadership, I quickly realized that the most memorable brands and experiences are never built solely on products or beautiful spaces. They are built on the delightful details curated by the people, energy, culture, and emotional connection. I worked my way through leadership roles with a growth-focused mindset, a passion for people, and a desire to create environments where both employees and guests feel cared for and inspired.
Over time, those experiences evolved into what is now my signature framework, Service with a Smile®. Today, I serve as a hospitality experience strategist, international keynote speaker, and leadership coach, helping organizations, owners and operators elevate workplace culture, guest experience, employee engagement, and service standards that lead to a boost to the bottom line. My work combines hospitality, mindset, wellness, leadership, and positive culture in a way that helps businesses create experiences people return, share positive reviews, and willingly recommend.
Looking back, it is incredible to realize that one small interaction helped shape the direction of my life and career. It reinforced something I believe deeply today: a simple smile can change the world; every interaction matters, and the way we make people feel has the power to leave a lifelong impact.
Alright, so let’s dig a little deeper into the story – has it been an easy path overall and if not, what were the challenges you’ve had to overcome?
Life it what you make it. I believe everyone encounters obstacles along the journey. The choice is how you approach and respond.
It is important to me to share the perspective of looking at “obstacles, challenges, struggles” with a solution-focused approach to the readers. When you do this, you will find it is easier to navigate For me, I could write a book.
Over all, personally and professionally, I have been extremely blessed to see the bright side of things. To be able to count the blessings, be resourceful, have key relationships to count on, and look for the lesson in most scenarios.
My examples vary from personal life lessons (funny cooking stories, family dynamics, buying a car with no warranty, smoke detectors) to interesting guest feedback to concerning team member moments, international vendor delivery delays, taking on new experiences that comes along with relocating to new cities, states and countries, finding a series of systems and processes to navigating uncertainty, managing energy, and overcoming imposter syndrome.
Appreciate you sharing that. What else should we know about what you do?
As a hospitality experience strategist, keynote speaker, leadership coach, and founder of Service with a Smile® signature framework, my work focuses on helping businesses, leaders, and teams create people-first cultures that elevate both employee engagement and customer experience. I specialize in designing and refining the Ultimate Experience Journey Map incorporating hospitality leadership, workplace wellness, positive culture, and experience-driven service strategies that help organizations create meaningful and memorable experiences.
What I’m most known for sharing a smile, sparking inspiration and elevating experience by bringing energy, positive perspective, creative solutions and real-world hospitality experience into every room I step into. Whether I’m speaking on stage, consulting with leadership teams, or creating content on Instagram @kylieraeofsunshine, my goal is always to help people understand that exceptional service starts internally first.
Building a personal brand and creating a life that allows me to be the change I wish to see in the world and be of service with my career centered around highlighting the bright side of hospitality, helping other business owners beyond the traditional hospitality careers realize their impact through providing service with a smile… everyone can be a hospitality experience expert when you prioritize making people feel valued and appreciated.
I am proud that my message resonates across industries, and impact spans nationwide and the Caribbean, because it is rooted in something universal: human connection that stems from a simple smile. I believe what sets me apart is my ability to combine luxury hospitality standards with authentic positivity, emotional intelligence, and practical leadership strategies in a way that feels both uplifting and actionable.
What sort of changes are you expecting over the next 5-10 years?
I believe the future of hospitality and leadership is going back to the basics and will be centered around human connection more than ever before.
As technology, AI, and automation continue growing, the businesses that stand out will be the ones that create personalized experiences. I also think we’re going to see a major shift toward people-first workplace cultures because employee experience and guest experience will continue going hand in hand.
Pricing:
- Book a Connection Call at www.calendly.com/kros
- Practicing what I present, I invite you to connect with me for coffee and conversations or a connection call before quoting prices.
- Prices vary upon package that matches your needs.
Contact Info:
- Website: https://www.servicewithasmile.ky
- Instagram: https://www.instagram.com/kylieraeofsunshine
- Facebook: https://www.facebook.com/kylie-rae-fitzgibbons
- LinkedIn: https://www.linkedin.com/in/kylie-rae-fitzgibbons
