Luxury hotels are judged by what guests experience, but the work that makes that experience seamless happens long before the doors open.

EFM Global has expanded its hotel logistics division with the appointment of Susannah Eustace as Account Director and Joshua Askew as Senior Project Manager, reinforcing the company’s focus on luxury and ultra-luxury hospitality projects as it scales its offering through 2026.

Eustace brings more than 20 years of experience delivering logistics programmes for hotel openings and refurbishments across Europe and internationally. Prior to joining EFM, she served as Head of Hotel Logistics at DB Schenker and spent over two decades at Kuehne+Nagel, where she held senior roles focused on hotel logistics across North West Europe.

“Guests should never have to think about how their room came together,” Eustace said. “They arrive, and everything is exactly where it should be.”

Alongside Eustace, Joshua Askew joins as Senior Project Manager, bringing more than 10 years of hands-on experience delivering complex five-star hotel projects. Askew’s background spans programme delivery, service execution and budget control, with a focus on managing the final, high-pressure stages of hotel openings where precision and coordination are critical.

EFM’s hotel logistics team works with developers, procurement partners, owners and operators to manage the full lifecycle of hotel delivery. This starts with early planning and site surveys all the way through to freight, warehousing, inventory control, staged deliveries and room-by-room installation. The goal is to ensure properties open on time, fully operational, and to brand standard, without placing unnecessary strain on hotel teams.

“The guest experience begins long before a hotel opens its doors,” said Luke Bardall, Global VP – Hotels, EFM Global. “It starts with logistics done properly.”

EFM’s hotel logistics programmes are designed to support both FF&E and OS&E, using structured delivery methods that reduce pressure during the final phases of opening. Inventory checks, coordinated installation and controlled distribution ensure every space is prepared exactly as intended, even though guests will never see the work behind it.

As luxury hospitality projects grow more complex and timelines continue to compress, the appointments of Eustace and Askew underline a simple industry reality: five-star service depends on logistics that operate to the same standard.