The Consultancy Solution Hotels Didn't Know They Needed.
What If You Could See Your Hotel Through Your Guests' Eyes?
Every guest has a story about your hotel. Question is, would you want to hear it?
Service Lens TM is our flagship consultancy programme designed to uncover what really happens when you're not watching. With expert mystery guests, discreet audits, guest review analysis, and ongoing performance reports, we give you the unfiltered view of your operation, and help you sharpen it.
This isn’t about blame. It’s about progress.
Real Insight. Real Growth.
Hotels aren’t failing because they don’t care. They’re failing because they don’t see the full picture.
The team sounds tired on the phone.
The spa towels are lukewarm.
Nobody remembers the returning guest's name.
Service Lens shows you the moments that shape perception and how to fix them.
Paired with review analysis and regular insight reports, it turns guesswork into strategy, and small details into standout service.
What’s Included
Mystery Guest Visits
Anonymous audits of your front desk, dining, rooms, spa, and more—done by seasoned professionals. Fully scored. Fully private.
Quarterly Insight Reports
Clear, visual, actionable reporting you can use in team meetings and strategy sessions.
Telephone & Email Audits
We test your booking line and enquiry inbox the same way your guests do. We give honest feedback on the experience.
Consultation & Coaching
We don’t just drop a report and disappear. We stay on call, offer training recommendations, and help you make the most of the insight.
Guest Review Analysis
We dig into your online reviews to find patterns, recurring problems, and guest sentiment you may have missed.
Manager’s Action Summary
Each report includes a one-page summary of wins, focus areas, and next steps. Perfect for quick team discussions.
Three Packages. One Purpose: Better Service.
Designed Around You
Your brand isn’t like anyone else’s. Your Service Lens shouldn’t be either.
Need a focus on spa service? Done.
Want to test upselling at check-in? Easy.
Only care about your flagship property? We’ll start there.
Whether you run one hotel or ten, Service Lens adapts to your size, values, and goals.
Insight is your advantage. Service Lens is how you get it.
Book Now or Learn More
Book a Discovery Call
Download Service Lens Brochure