Our Services
Providing guests with great experiences is the heart of the hospitality industry. In this highly competitive environment and digital era it is difficult for businesses to succeed, keep relevant and stand the test of time.
We aim to assist hospitality businesses in delivering the best experience possible, improving their performance and boosting the public’s perception of their brand.
Restaurant Openings
Opening a restaurant can be challenging. We are here to ease this process, helping you shape and realise your vision into a successful business.
We will gather data on consumer behaviour, current trends and market opportunities in the hopes of finding and targeting your audience correctly. We will help keep your establishment busy, creating engaged clientele, a good reputation and lasting success.
We will assist you from beginning to end and offer you expert advice on:
Concept & Brand Development
Market & Location
Design & Aesthetics
F&B Offering
Operations
Communications
People
Launch
Restaurant Transitions
Restaurants that stand the test of time do so for a reason. They have the ability to adapt to changes in consumer trends, the law, their team and even changes of strategy or location. All this while staying true to their identity, nurturing their people and further developing the relationship with their clientele.
We can offer support throughout your specific adaptation process, creating a clear strategy tailored to your business. We ensure the implemented tactics align with your goals and values, address your concerns and deliver great results.
We can assist with changes in:
Business Structure
Location & Market
F&B Offering
Communications
Operations
Team
Customer Experience Audit
Delivering an exceptional guest experience is at the heart of every successful restaurant. Yet, with so many moving parts, it can be difficult to spot the gaps that may be holding your business back.
We aim to simplify this process by experiencing your service first hand, speaking with your team and analysing your data. This allows us to uncover pain points, understand what drives your customers and suggest practical ways to strengthen your operation.
Our goal is to help you refine the customer journey so that your guests feel valued, your reputation grows stronger and your business builds lasting loyalty.
We will assist and provide expert insight based on:
Guest journey evaluation
Staff & management interviews
Data collection & performance analysis
Marketing, reviews & reputation
Customer satisfaction & loyalty metrics
Additional Services
Incognito Diners
Three anonymous individuals will go through the entire customer journey.
They will dine and write a comprehensive review of their experience. We will then compare their statements to provide a thorough report on an unbiased experience at your establishment. This will help identify pain points in the experience of regular diners and address these to avoid further issues of the same nature.
Development Plan
Schedule of suggested strategies to be implemented to address issues throughout the customer journey and improve the overall performance of the business.
We will set up a plan of action that can range from new F&B offerings, communication proposals, marketing guidance, new policy creation, staff training and more.
Performance Reviews
After being open or having implemented a new strategy for an agreed period, a review can be conducted to assess its impact on the business performance, perception and reputation.
Data will be gathered again and compared to previous figures. If this review reveals areas where further improvements are needed, a new action plan will be suggested to mitigate any pain points.
This can be a one-off assessment after the improvements have been in place for a certain period, or can be executed in regular intervals to continuously monitor the state of the operations.