Hospitality Consulting
Good service isn't the same as good hospitality. Hospitality is how someone feels before they arrive, while they're with you, and on the drive home.
Who I work with
I work with teams on the part that's hardest to see from the inside: how you welcome people, how you talk to them, and what they tell their friends afterwards.
Consulting services
Three pieces of work that usually run in order. An audit tells you what's true, SOPs make the answer repeatable, and training puts it on the floor.
I come in as a guest, not a consultant, and then I tell you honestly what I felt at every step:
Everything that currently lives in your head or your best supervisor's head, written down so a new hire is useful in week one:
On the floor, during service, with your actual team: hostesses, servers, reception, guest relations, supervisors. Not slides in a back room.
Signature Service
Training your team is the easy half. The harder, better work is deciding what the experience should be. Every stage of it, on purpose, before a guest ever walks in.
How it works
One session.
One to two weeks, depending on your size.
A week after the assessment.
Two weeks to three months, depending on scope.
Six to eight weeks after implementation.
A guest experience audit is the fastest way to find out what your team can no longer see for themselves — and the shortest route to a difference guests notice.