DESIGN THE WONDER.
Details are not decoration. They signal care before a word is spoken.
The story
BUILT IN THE FIELD.
Tom's career has unfolded where people gather to feel something: on journeys, inside theme parks, across concert venues and at live events.
At Disney, he learned that extraordinary experiences begin with intentional detail. As part of the team that launched Adventures by Disney, he helped build a new kind of family travel experience—one designed around connection, care and shared discovery.
At Universal Studios Hollywood, he challenged long-standing operating assumptions and helped introduce reservation-based ticketing, showing how a better business model could also create a better guest day.
At Live Nation, he led across revenue and venues, helping reimagine iconic spaces and advancing the belief that what happens around the show matters as much as what happens on stage.
Those chapters led to Everything Is Hospitality: a field guide for leaders who want to align culture, operations and experience—and create moments people remember for the right reasons.
BUILD CARE IN.
The operating model should make human connection easier, not accidental.
QUESTION THE RULE.
Innovation starts by challenging the process that no longer serves the guest.
LEAD BEYOND THE STAGE.
Culture, operations and recovery all become part of the show.