Louise Lao

Louise Lao is a seasoned hospitality professional with extensive experience in customer experience management and hotel operations. Currently serving as Group General Manager of Customer Experience at Crown Resorts since September 2023, Louise previously held the position of General Manager/Director of Hotel Operations at Hong Kong Disneyland from April 2019 to September 2023. Louise's career started at Shangri-La Hotels and Resorts, where roles included Assistant Vice President of Customer Experience and Director of Quality Improvement from 2003 to April 2019. Louise holds a Diploma in Hotel/Motel Administration/Management from Glion, Hosta hotel and Tourism in Switzerland, completed between 1987 and 1989.