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What we do

Assess.
Plan.
Improve.

Three steps, always in the same order

ClarityPriorityCapability
01

Assess

Mystery guest visits and guest experience reviews.

  • A visit as your guest would live it: arrival, room or table, service, departure.
  • A clear written picture of where the experience drifts, and how often.

“Seeing your business the way your guests do.”

02

Plan

Clear action plans and advisory.

  • Priorities in order: what to fix first, and what can wait without cost.
  • Steps sized to your team, your season and your budget, not to a template.

“Knowing what to fix first, and why.”

03

Improve

Leadership coaching, training and selected workshops.

  • Coaching for the leaders who carry the standard day to day.
  • Training built around your real situations rather than generic scripts.

“Building the change into the people who lead it.”

How we scope it

No standard
package.

Every business is different, so there is no standard package. Some engagements are a single assessment, others run across a season. 
After a short conversation and a first visit, you receive a written proposal with scope, timing and a fixed fee.

Understand our approach

If we finish and nothing has changed for your guests, we have both wasted our time. That is the test we hold ourselves to.

Who we work with

Boutique hotels

Luxury hotels

Premium cafés and restaurants

Experience-led hospitality

Especially businesses that are opening, growing, or hearing the same feedback again and again.

Workshop library

Seven workshops, one method.

Live two-hour sessions for hospitality leaders, online or in person, built from real moments on the floor. They follow GEAR, our method: Guest Experience Audit & Readiness, one letter for each stage.

Guest

See the business through the guest's eyes

  • The Guest's Eye

Experience

Turn findings into skills and routines

  • The Service Recovery Edge
  • The First and Last Ten Minutes
  • Empowered to Decide
  • The 15-Minute Briefing

Audit

Check that guests can see the change

  • From Survey to Action

Readiness

Keep the team ready every day

  • Coaching on the Floor

Try The Service Recovery Edge free for 30 days.

Request free access
Questions

Frequently asked

What is a mystery guest visit?

An unannounced visit where we experience your business as a real guest, from first contact to departure, then report clearly what we saw and heard.

Do you work with cafés and restaurants, or only hotels?

Both. We work with boutique and luxury hotels, premium cafés and restaurants, and other businesses where the experience is the product.

Where do you work?

We are based in Chiang Mai and work internationally.

How much does it cost?

Every business is different, so we agree a written scope and a fixed fee after a short conversation.

A peaceful ocean-facing resort terrace in the evening

Start with one honest look.

Book a short conversation and tell us what your guests keep telling you. We will tell you plainly whether we are the right people for it.

Book a conversation We reply personally within two business days.

Not ready to talk yet? Start with the free sample.