Hos(s)pitality - Independent Consultant specialising in the hospitality and service industries
For twenty years I worked as a Primary School Teacher and during that time I also classed blogging about my travels and dining adventures as my main hobby.
When travelling to sample the local food and culture, I regularly dine in restaurants operating at all levels of ambition - from small, independents serving humble cuisine, to a multitude of Michelin starred establishments and those listed amongst the world’s (50) best. During this time, I have developed a broad knowledge of service from a discerning customer’s perspective.
Having retired from teaching, I am now in a position to use my knowledge and experience as an Independent Consultant to help those in the hospitality and service industries take things to the next level.
Through my blog, I have established a reputation as someone with honesty and integrity. I am not the type of blogger who accepts free meals in return for positive reviews and do not routinely attend restaurant openings and award ceremonies.
Bespoke “Mystery Diner” services:
During my tenure as a blogger, I am someone who has generally sought to preserve my anonymity. I will work with you to agree a bespoke ‘mystery diner’ package, providing detailed feedback about my dining and service experience.
A fresh, experienced pair of eyes from a customer perspective will undoubtedly pick up on different aspects of service from an owner or manager. This can also give owners and management reassurances that their expectations are being met when they are not present.
After an initial consultation, we will establish an action plan to meet your company’s needs and budget. I can offer one off visits to an establishment or make several return visits before I file a jargon free report.
Depending on your requirements, the report may focus on a single aspect of service or cover a broader spectrum; I can provide assessments regarding the ambience and feel of the establishment; the upkeep and cleanliness of the premises; the friendliness, professionalism and knowledge of the staff; the quality and presentation of the food as well as the marketing and online presence.
Bespoke “Mystery Guest” services - Hotel Visits:
During my worldwide travels, I typically prefer to book in smaller, boutique hotels but do have experience of staying a wide range of establishments from humble two star pensions in San Sebastián to luxury suites in NYC’s Waldorf Astoria and the regal 5 star boutique St. James's Hotel and Club in London.
I will work with you to agree a bespoke ‘mystery guest’ package, providing detailed feedback covering my experience from booking, check in, stay to check out.
I can provide assessments about the ambience and feel of the establishment; the upkeep and cleanliness of the rooms and facilities; the friendliness, professionalism and knowledge of the staff; the quality and presentation of any breakfast as well as the marketing and online presence.
What I can offer other service industries:
I am currently working with one of the UK’s most premium barbershop brands Barber Barberto manage aspects of their customer service. Further developing their mission to provide the ultimate luxury for both scoundrels and gentlemen alike and pride themselves on impeccable service and extensive knowledge in the craft of men's haircutting and bespoke shaving.
Onsite training and support services:
I can work with your staff and managers to make explicit the expectations of customers with regards to the ambience and feel of the establishment; the upkeep and cleanliness of the premises; the friendliness, professionalism and knowledge of the staff; the quality and presentation of the food as well as the marketing and online presence.
All services offered aim to:
· Let you know what is working well
· Identify areas for improved customer satisfaction
· Motivate and stimulate staff to excel in their customer interactions
· Identify any training needs and shortfalls
· Measure expectations and audit the success of any new initiatives
· Take your business to the next level by driving revenues through customer satisfaction and retention
To discuss how I can help your business contact me via the Contact Form or via Twitter @HungryHoss