Services
Measure the experience — then build the standard that fixes it.
Two families of work. Evaluation tells you the truth of what your guests receive. Advisory & Development turns that truth into a written standard, a redesigned journey, a trained team, and a market benchmark. Any engagement can be scoped to a single outlet or department, or run across an entire property.
Evaluation
See what your guests actually experience.
Anonymous, scored on the LUXE Method, and delivered as intelligence built for owners and leadership — not a shopper’s narrative.
Signature Guest Experience Audit
The full guest journey, observed by a professional who looks like any other discerning guest.
A single anonymous engagement across the entire experience — booking to farewell — scored on the LUXE Method and returned as an executive-level report with a thirty-day action plan.
- For
- Restaurants, hotels, private clubs, resorts, and wineries.
From $2,500 per engagement, plus reimbursed expenses.
What we evaluate
- Reservation and pre-arrival
- Arrival, welcome, and first impression
- Core service and product delivery
- Pacing, recovery, and management presence
- Departure, billing, and follow-up
What you receive
- Touchpoint-by-touchpoint scorecard
- Guest-journey narrative timeline
- Top strengths and critical failures
- Thirty-day action plan
- Confidential leadership debrief
Restaurant & Wine Program Audit
The signature diagnostic — where most fine-dining margin quietly leaks.
A complete dining evaluation paired with a sommelier-grade review of the wine and beverage program: list, pricing, cellar logic, service ritual, and the upsell never made.
- For
- Fine dining, wine-forward restaurants, and hotel beverage programs.
Restaurants from $3,500; hotel beverage programs from $15,000.
What we evaluate
- Reservation, host stand, and bar
- Table service, pacing, and food execution
- Wine list quality, pricing, and vintage accuracy
- Glassware, temperature, decanting, and ritual
- Sommelier interaction and pairing guidance
- By-the-glass strategy and missed revenue
What you receive
- Full service and food evaluation
- Wine & beverage program diagnostic
- Quantified revenue-leakage estimate
- Beverage staff coaching notes
- Thirty-day action plan
Hotel & Resort Intelligence Audit
Booking to checkout, evaluated as a complete stay.
A multi-touchpoint overnight or multi-day evaluation covering every department a guest encounters, returned as an owner-level report ranking what to fix first.
- For
- Boutique hotels, luxury resorts, and branded residences.
One-night stays from $5,000; multi-day resorts from $12,500.
What we evaluate
- Booking, pre-arrival, and transfer
- Valet, bell, and front desk
- Room condition and housekeeping
- Concierge, room service, and dining
- Spa, amenities, and programming
- Checkout and post-stay follow-up
What you receive
- Department-by-department scorecard
- Full-stay journey timeline
- Service-recovery analysis
- Physical-plant punch list
- Owner-level executive summary
Brand Standards & Multi-Location Program
Consistency, measured and ranked across every location.
A recurring program of anonymous inspections against your own standards, benchmarked across properties, with corrective actions tracked to closure.
- For
- Restaurant groups, hotel groups, club portfolios, and operators.
Annual programs from $30,000; portfolios scale to $500,000+.
What we evaluate
- Compliance with your custom standards
- Location-by-location benchmarking
- Cleanliness, service, and upselling
- Management follow-through
- Opening and re-inspection readiness
What you receive
- Custom scorecards tied to your SOPs
- Portfolio benchmark and ranking
- Trend reporting across visits
- Corrective-action tracking
- Quarterly leadership review
Ownership Advisory Review
Independent evidence for the people with capital at risk.
A confidential operator-accountability review for owners and investors who suspect a problem but lack objective proof — covering guest experience, revenue leakage, risk, and management performance. Conducted under our Independence Protocol: where we provide diligence, we never also take remediation fees from the operator under review.
- For
- Owners, asset managers, family offices, boards, and investors.
Single assets from $15,000; portfolios from $75,000.
What we evaluate
- Operator and management performance
- Guest experience and brand consistency
- Revenue leakage and missed opportunity
- Service failures and risk exposure
- Competitive positioning
What you receive
- Independent anonymous operating review
- Management-accountability memo
- Revenue and risk findings
- Asset-level opportunity summary
- Board- and investor-ready report
Advisory & Development
Build the standard — then make it hold.
Forward-looking work for properties ready to design, teach, and benchmark the experience, not only measure it.
Standards & Service Design
A defined standard, written for your house — so excellence has something exacting to be measured against.
We author the brand standard a property is missing: the SOPs, the service choreography, and the scorecards a team can actually run — each tied to the LUXE Method, so measurement and delivery finally speak the same language.
- For
- New openings, repositionings, and properties operating without a written standard.
Standards programs from $20,000; scoped to property complexity.
What we build
- Brand-standard framework and service philosophy
- Written SOPs by department and touchpoint
- Recognition, pacing, and recovery protocols
- Service language, scripts, and templates
- LUXE-aligned, training-ready scorecards
What you receive
- Brand-standard framework document
- Written SOPs tied to the LUXE Method
- Service language and template library
- Training-ready scorecards
- Rollout and adoption brief
Moments-of-Truth Journey Design
Designing the experience forward — not just grading it after.
A forward-looking redesign of the guest journey: we map every touchpoint, isolate the handful of moments that decide how a guest remembers the whole, and engineer the recognition, signature moments, and recovery that make the experience feel intentional.
- For
- Properties refining a concept, opening a new outlet, or chasing a higher tier.
Journey-design engagements from $15,000.
What we build
- End-to-end guest-journey mapping
- Prioritized moments of truth
- Signature-moment and surprise design
- Friction identification and removal
- Recognition and personalization architecture
- Departure and follow-up design
What you receive
- Guest-journey map
- Prioritized moments-of-truth matrix
- Experience redesign blueprint
- Signature-moment playbook
Service & Beverage Training
The standard, taught — and the wine service that finally earns its margin.
LUXE-based training and service-recovery drills, with sommelier and beverage coaching led by the founder. We teach a team to deliver the standard under pressure, then offer a re-audit to confirm it held.
- For
- Service teams, beverage programs, and managers raising a property to tier.
Training engagements from $7,500 per day, plus expenses.
What we build
- LUXE-based service curriculum
- Service-recovery drills and role-play
- Sommelier and beverage-service coaching
- Upsell and commercial-instinct training
- Manager calibration and floor leadership
What you receive
- Tailored training curriculum
- On-site or virtual coaching sessions
- Manager playbook
- Optional re-audit to confirm the standard held
Competitive & Market Benchmarking
Measured against the market you actually compete with — not just your own past.
We evaluate a defined set of luxury competitors to the same LUXE standard, then return a clear read of where a property leads, where it trails, and exactly how far it sits from best-in-class.
- For
- Operators and owners positioning against a specific competitive set.
Competitive sets from $12,500; scales with properties benchmarked.
What we build
- Named luxury competitive set
- Comparative LUXE scoring, like-for-like
- Market and price-value positioning
- Signature-experience differentiation
- Gap-to-best-in-class analysis
What you receive
- Comparative scorecard across the set
- Market positioning read
- Gap-to-best-in-class summary
- Board-ready positioning brief
Guest Data & Digital Security Audit
The guest relationship is digital long before arrival — and that is where the trust quietly leaks.
An authorized assessment of the website, booking flow, and guest-data handling that sit behind the experience. We test only what you own, under written scope, and return a prioritized read of where guest trust and data are exposed — and how to close it.
- For
- Operators and owners protecting guest data, brand reputation, and booking revenue.
Conducted only under written authorization. Scoped assessments from $7,500; retainers available.
What we build
- Public website and booking-flow exposure
- Guest-data storage and access controls
- Vendor and third-party data handling (PMS, CRM, email)
- Authentication, payment, and form security
- Exposed files, misconfigurations, and credentials
- Incident-readiness and disclosure posture
What you receive
- Authorized assessment under signed scope
- Severity-ranked vulnerability findings
- Guest-data exposure and risk summary
- Remediation roadmap with named owners
- Re-test to confirm closure
- Board-ready security-posture summary
Independence Protocol: where we conduct owner or investor diligence, we never also accept implementation or remediation fees from the operator under review. Advisory and development work is offered only where it cannot compromise the objectivity of an evaluation.
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