Nancy Vitello

Background

About Nancy Vitello

As an executive leader in luxury hospitality, I specialize in designing and scaling high-performance service organizations that deliver exceptional, personalized experiences at global scale. Currently serving as SVP of Member Services at Inspirato, I lead a 100+ person global team across vacation planning, account management, and on-site concierge—supporting thousands of high-net-worth members with seamless, high-touch travel experiences across 100+ destinations worldwide. From launching service recovery models to building loyalty programs and operationalizing new products, I drive initiatives that elevate every stage of the customer journey. My work is rooted in a deep understanding of luxury service expectations, a data-driven approach to performance, and a passion for team culture and innovation. I’ve led through mergers, built centralized operations teams, and partnered with marketing, product, and technology to personalize service at scale—often using AI to both streamline systems and enhance the human touch. What drives me is creating environments where care is felt, excellence is expected, and every interaction strengthens brand loyalty. Key strengths: • Executive leadership across global, customer-facing teams • Luxury service strategy and high-net-worth member engagement • Organizational design and large-scale operational ramp • Cross-functional collaboration with product, marketing, and technology • AI-enabled personalization and service innovation • Transformational change leadership through growth and M&A Let’s elevate what service can be—together.