Chief Executive Officer

Theo Gilbert-Jamison is the author of the book, The Six Principles of Service Excellence. She is also Chief Executive Officer and a Managing Partner of Performance Solutions by Design, a performance and service excellence consulting firm.

As the creative force behind the innovative concepts and methodologies utilized by Performance Solutions by Design, Theo is a highly sought after speaker and consultant to high profile organizations.

Under her leadership, Performance Solutions by Design assists organizations, great and small, in driving and sustaining a culture of service excellence by helping them identify and overcome those barriers that prevent achieving world-class recognition in customer service and profitability.

Prior to launching Performance Solutions by Design in 2003, Theo Gilbert-Jamison was Vice President of Training & Development for the Ritz-Carlton Hotel Company, L.L.C. During a 17-year career with The Ritz-Carlton, she oversaw the daily operations of The Ritz-Carlton Leadership Center and was also responsible for the company’s worldwide training and development initiatives.

Under Theo’s leadership, The Ritz-Carlton has won numerous awards for its innovative training and development practices. In 2001, 2002 and 2003, The Ritz-Carlton was recognized among the Top 100 Training Organizations by Training Magazine, consecutively ranking in the Top 10. During her career with the Ritz-Carlton, Theo has also worked in every discipline of Human Resources. Today, Theo works closely with a diverse group of organizations, ranging from automotive, legal and financial services, to hospitality, healthcare, professional golf and home building organizations.