How It Works
Discreet, exacting, and owned — start to follow-through.
Every engagement runs the same disciplined arc, whether it is a single dinner or a portfolio program. You always know what happens next, who owns it, and when it lands.
Private Briefing
A confidential conversation to establish goals, constraints, and what "excellent" means for your brand. You share the property, the friction you suspect, and the standard you are held to.
What you getA defined scope, a matched evaluator, and an engagement designed around your question.
Anonymous Assessment
An evaluator matched to your category experiences the property as any discerning guest would — unannounced — and scores every touchpoint on the LUXE Method against five dimensions.
What you getEvidence-based scoring across logistics, understanding, execution, and emotion — captured in the moment, never reconstructed.
Scorecard & Priorities
We synthesize the visit into a 100-point view a general manager can read in minutes — ranked by impact, not by sequence, with revenue leakage quantified.
What you getA touchpoint scorecard, a severity-ranked issue list, and a clear read on what to fix first.
Confidential Debrief
A private briefing with the people who commissioned the work. Clear decisions, not noise. Owners and deadlines leave the room.
What you getAligned leadership, agreed priorities, and an executive summary fit for ownership or a board.
30-Day Corrective Action Plan
We translate the findings into a tight plan with named owners and time windows — and, where you want the fix built, the standards, language, and training to deliver it.
What you getA 30-day CAP with ownership and timing, plus optional standards and coaching to embed it.
Re-Audit & Calibration
After the dust settles, a discreet re-check confirms the standard actually held — under real pressure, not on the day everyone expected us.
What you getA before-and-after read, calibration on what slipped, and proof the change took.
Engagement Formats
Three ways to engage — and everything in between.
Most work begins as one of these and evolves. Each is priced to scope and held to the same standard.
Single Audit
- Cadence
- One-time
- Duration
- 1–3 days on property
- Output
- Report + debrief
A discreet end-to-end evaluation with a clear scorecard, ranked priorities, and a 30-day action plan. The fastest way to know the truth.
Standards & Training Sprint
- Cadence
- Focused window
- Duration
- 14–30 days
- Output
- SOPs + training + re-audit
A concentrated build to lock in the highest-impact standards: written SOPs, service language, coaching, and a re-audit to confirm it held — without overwhelming the team.
Ongoing Program
- Cadence
- Monthly or quarterly
- Duration
- Continuous
- Output
- Re-checks + dashboard + reviews
Recurring anonymous checks, trend reporting, corrective-action tracking, and a standing leadership review that keeps standards from drifting across one property or a portfolio.
À la carte by design: any engagement can be scoped to a single outlet, department, or moment of the journey — the bar, the spa, the arrival, the wine service — rather than the whole property. Premium rigor, precisely aimed.
Questions
What owners and operators ask first.
If yours is not here, a private consultation is the place for it.
- Is this mystery shopping?
- No. Mystery shopping produces a checklist from an hourly shopper. We conduct an anonymous evaluation by a professional matched to the category — a former general manager, sommelier, or seasoned luxury traveler — and return an owner-level report scored on the LUXE Method: technical execution, emotional hospitality, commercial performance, brand fidelity, and recovery. It reads like intelligence, not a receipt.
- How is our confidentiality protected?
- Discretion is the substance of the work. Evaluations are anonymous, engagements are covered by mutual non-disclosure, reports are delivered only to the leadership you designate, and nothing is ever published. We are not a ratings service; your results are yours alone.
- How is this different from Forbes Travel Guide, Michelin, or AAA?
- Those are ratings audits against a fixed external standard, on the rater’s calendar, and their scores are published. We evaluate against your standard, on your timing, in confidence — and we score the commercial layer they do not: the wine margin left on the table, the upsell never made, the quality of recovery when something goes wrong. Many clients use us between inspections, and to prepare for them. We claim no affiliation with any rating body.
- What do we actually receive?
- A confidential, executive-level report: an overall score and LUXE breakdown, a touchpoint-by-touchpoint scorecard, a guest-journey timeline, your top strengths and most critical failures, revenue-leakage findings where relevant, and a prioritized thirty-day action plan — followed by a private leadership debrief. You can preview the full format in our specimen reports.
- What does an engagement cost?
- A single anonymous audit begins at $2,500 plus reimbursed expenses; wine-program, hotel-stay, and ownership reviews are scoped to the property. The greater value is the quarterly program — recurring measurement, benchmarking, and action tracking — where improvement compounds. We price for a premium standard and never underprice the work.
- We already evaluate ourselves internally. Why bring in an outside firm?
- Internal eyes are known eyes — a floor performs differently when a manager is in the room. An independent, anonymous measurement removes that distortion, and it serves a second purpose internal review cannot: objective evidence you can place in front of owners, boards, or investors.
- How do we begin?
- A private consultation. We learn your standard and your concerns, recommend a single engagement and scope, and — once the terms are agreed — schedule the evaluation window discreetly. There is no obligation in the first conversation.
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