PBSR Consulting

Case Studies & Results — PBSR Consulting

Case Studies & Results

The work, in numbers.

Every engagement is built around one question: what does success actually look like for this business? Here's what that has looked like across 25+ years of commercial leadership.

The Irvine Company Resort Properties
Luxury Hospitality · 12 Years

The Irvine Company Resort Properties

Building a $380M commercial engine from the ground up

The Challenge

The Irvine Company's Resort Properties Division needed to build its entire commercial infrastructure — marketing, CRM, digital acquisition, and brand positioning — from scratch, while simultaneously competing for high-net-worth global travelers against established luxury brands.

The Approach

Chad joined as Senior Director of Marketing and was promoted through three roles over 12 years, ultimately serving as CMO/SVP. He built the division's foundational marketing capabilities from the ground up: integrating CRM, marketing automation, and data platforms; leading brand development and repositioning for The Resort at Pelican Hill, Island Hotel, and Hotel Irvine; and aligning operations with demand forecasts to optimize pricing and sharpen digital acquisition across key feeder markets.

Results

$380MResort portfolio under commercial leadership
10XROI delivered through integrated brand, sales, and operational initiatives
64Person team led across sales, marketing, and operations
$10M+Annual budget managed across digital, experiential, and traditional channels
Terranea Resort
Resort CMO · 16 Months

Terranea Resort

AI-powered transformation of a world-class coastal destination

The Challenge

Terranea Resort — one of California's most celebrated luxury properties — needed to modernize its commercial strategy, deepen international engagement, and leverage emerging technology to personalize the guest journey at scale without losing the warmth and intimacy that defined the brand.

The Approach

As CMO, Chad directed integrated marketing, sales, and operational strategy for a team of 10. He deployed AI-driven technology and advanced analytics to personalize guest journeys and uncover market trends — improving conversion, loyalty, and satisfaction. He established the resort as a globally recognized destination through curated experiences, place-based storytelling, and partnerships that attracted international clientele.

Results

AIDriven personalization deployed across the full guest journey
GlobalInternational engagement strategy driving domestic and international revenue growth
10Person commercial team led across marketing, sales, and operations
RecordGuest satisfaction and loyalty metrics achieved through improved service operations
AI-Driven Sales & Reservations Transformation
AI Adoption · Cross-Portfolio

AI-Driven Sales & Reservations Transformation

30X ROI from a single technology deployment

The Challenge

Sales and reservations teams across luxury hospitality were losing conversion opportunities due to slow response times, inconsistent follow-up, and a lack of personalization at scale. Leadership teams knew AI could help — but didn't know where to start or how to evaluate vendors without getting locked into the wrong platform.

The Approach

Chad led a vendor-agnostic evaluation and implementation process — identifying the highest-ROI AI applications for sales, reservations, and guest communications. He built the implementation roadmap, led team enablement, and established the performance benchmarks to measure impact. The deployment covered AI-driven response acceleration, personalized outreach sequencing, and conversion optimization across digital channels.

Results

30XYear-over-year ROI generated from AI-driven technology implementation
FasterResponse times across sales and reservations teams
HigherConversion rates through personalized AI-driven outreach
ScalableVendor-agnostic framework replicable across any commercial team
PBSR Consulting — Independent Hotel Portfolio
Advisory · 54 Properties

PBSR Consulting — Independent Hotel Portfolio

Pandemic-era resilience and recovery for 54 independent properties

The Challenge

Independent hotels and resorts — without the brand infrastructure and corporate resources of major chains — faced existential pressure during the pandemic. The Johnson Resort Group collection and 54 independent properties needed strategic support to survive the downturn and position for recovery.

The Approach

Chad provided pre-, during-, and post-pandemic commercial strategy advisory — tailoring each engagement to the property's scale, market position, and ownership goals. Work spanned brand repositioning, revenue strategy, guest-experience design, direct-booking program development, and team restructuring. Engagements ranged from boutique properties with 7-person commercial teams to full-scale resort operations with staff of 80.

Results

54+Independent hotels and resorts advised through the pandemic and recovery
TailoredCommercial strategy for each property's scale — from 7-person teams to 80-person operations
FullPre-, during-, and post-pandemic strategic support across the Johnson Resort Group collection
ProvenRecovery playbooks built on direct-booking, CRM, and experience-led positioning
Properties & Brands

A portfolio built across the best in the business

The Resort at Pelican HillTerranea ResortThe Boca RatonBungalows Key LargoFashion Island HotelIsland Hotel Newport BeachHotel IrvineNoble House Hotels & ResortsSage Hospitality GroupKSL ResortsJohnson Resort GroupAlaska Air Group

Your results are next.

Every engagement starts with understanding your specific challenge. Let's talk about what success looks like for your business.