Five-star service has less to do with planning, and more to do with people. Former Ritz-Carlton and St. Regis concierge turned travel advisor, Jessica Gorman, joins this episode to unpack what five-star service really looks like behind the scenes and what many advisors are missing.

Jessica shares how concierges think, why relationships matter more than reservations, and why advisors should stop trying to do everything themselves and start leaning on the people trained to create in-destination magic. From pulling off the impossible for guests to setting boundaries as a solopreneur, this conversation will change how you think about service, client experience, and your role as a travel advisor.

Five-star service isn’t about doing more. It’s about doing the right things.

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About Jessica Gorman:

With 16 years in luxury hospitality at The Ritz-Carlton and St. Regis, Jessica built her career across sales, events, and concierge, earning membership in Les Clefs d’Or, the prestigious international association of concierges. She now brings that same five-star service mindset to her work as a travel advisor, curating highly personalized, detail-driven travel experiences with VIP access, thoughtful planning, and a focus on unforgettable luxury for every client.

globaltravelcollection.com/travel-agent/291702/jessica-gorman

instagram.com/conciergecuratedtravel

Today we will cover:

1. (02:30) Jessica's journey to becoming a Les Clefs d'Or concierge
2. (06:00) Why building relationships with concierges changes the client experience
3. (10:30) What concierges know about service that advisors never see
4. (18:50) How to create a more seamless experience by doing less
5. (24:00) Setting boundaries while delivering high-touch service
6. (31:00) The one concierge habit every advisor should adopt

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