Consultancy
Hospitality consultancy for service standards that last
Sometimes the problem is not the people but the system around them. We build the standards, processes and training structure that let great service happen every day, not just on a good day.
When to call us
When training alone will not fix it
No written standards, inconsistent onboarding, managers making it up as they go, or a new venue that needs everything built from scratch. Our consultancy gives you the foundations, and the training to bring them to life.
- You are opening, relaunching or taking over a venue
- Service quality depends on who is on shift
- New starters learn by shadowing whoever is available
- Reviews mention the same problems again and again
- You are losing good people faster than you can replace them
- Your sites all do things slightly differently
What we offer
Consultancy services
Service standards and guest journeys
Every step of the guest experience mapped from first contact to farewell, written down clearly and made easy to train.
Operating processes and spec sheets
Clear, practical procedures and spec sheets your team will actually use on shift, not a binder that sits in the office.
Training manuals and onboarding
A structured onboarding programme and training manual, so every new starter learns the same standard, whoever is on that day.
Mystery visits and service audits
An honest, guest eye view of your business, scored against your standards, with a prioritised action plan.
Staff and guest retention systems
Practical systems for keeping the people who work for you and bringing back the guests who spend with you.
Openings and relaunches
Standards, training plans and team preparation for new venues, refurbishments, rebrands and changes of ownership.
Our process
How a consultancy project works
01
Discovery
We visit, observe and talk to your team and leaders to understand how things really work today.
02
Proposal
A written scope with clear deliverables, timescales and a fixed price. No open ended day rates.
03
Build and train
We create your standards, processes and materials with you, then train your team to use them.
04
Handover
Everything is handed over in a format you own, with your managers confident to keep it going.
What you receive
Practical tools your team will use
Everything we create is written in plain language, built around your venue and designed to be used on a busy shift.
- Written service standardsYour guest journey and house standards, clear enough to train and measure.
- Training materialsManuals, checklists and onboarding plans your managers can deliver.
- Audit and action planWhere you are now, where you want to be and the steps in between.
- Team trainingWorkshops and floor coaching to bring the new standards to life.
Tell us what you need to fix
Every consultancy project starts with a free conversation. We will listen, ask the right questions and tell you honestly whether we can help.