See your business through your customers' eyes.
An independent, anonymous assessment of your hospitality operation, combining professional hospitality insight with a commercial review of the customer journey.
We identify missed sales, service inconsistencies, operational weaknesses and practical ways to improve the guest experience and commercial performance.
Your review is delivered by a team with over 25 years in hospitality, so the findings come from people who know how venues actually run.
Profit Clinic works with established independent hotels, pubs, inns, restaurants, hospitality groups and holiday parks. This focused review examines what guests experience; it is not the full 30 day analysis of your business finances.
From £850
You can't always see what your customers see.
You know how your business is supposed to operate. But what actually happens when a guest makes an enquiry, arrives, talks to your team, orders, pays or leaves?
Small inconsistencies become missed sales, unnecessary friction and lost chances to create loyal customers.
A Guest Experience Review gives you an independent view of the experience your business delivers, revealing issues and opportunities that are hard to see from inside the operation.
Missed commercial opportunities
Upselling, recommendations, booking conversion and opportunities to increase spend.
Inconsistent execution
Service standards, product knowledge, responsiveness and operational processes.
Customer journey friction
Problems and unnecessary obstacles from the first enquiry through to departure and follow up.
An independent view of your business. A detailed assessment. A clear plan for improvement.
It's difficult to see your business exactly as your guests experience it. Our Guest Experience Review gives you an independent perspective from experienced hospitality professionals, identifying what's working, what could be better and where opportunities may be going unnoticed.
Your review includes
An Anonymous Professional Visit
An experienced hospitality professional visits your business as a genuine guest, assessing the experience discreetly and objectively.
An In Depth Guest Experience Assessment
A structured evaluation of the customer journey, service standards, staff knowledge, presentation and overall guest experience.
A Commercial Opportunity Assessment
We look beyond service quality to identify missed sales opportunities, weaknesses in commercial execution and ways to improve revenue and profitability.
A Detailed Written Report
A comprehensive report documenting our findings, highlighting strengths, identifying areas for improvement and prioritising the most important opportunities.
A Personal Debrief With Our Team
We walk you through the findings, explain what they mean for your business and answer your questions directly.
A Prioritised Action Plan
Clear recommendations to help you understand what to address first, why it matters and where to focus your attention.
More than a mystery shop.
You receive the independent visit, the detailed analysis and the expertise to understand what the findings mean for your business, all as part of one service.
Guest Experience Reviews start from £850.
Every review is scoped around the size, complexity and requirements of your business. We'll agree the scope and provide a clear quotation before any work begins.
Two lenses: the guest journey and the commercial opportunity.
We look at the whole experience through two connected lenses: the quality of the customer journey, and the commercial opportunities within it.
First impressions and booking
- Website and booking journey, where included in the agreed scope
- Enquiry handling, responsiveness and conversion opportunities
- Arrival, welcome and first impressions
Service and hospitality
- Professionalism, attentiveness and consistency
- Product and menu knowledge
- Recommendations, upselling and handling of customer needs
Commercial execution
- Whether appropriate additional sales opportunities are identified
- Product presentation and value communication
- Pricing clarity and opportunities to improve spend per customer
Operational standards
- Presentation, cleanliness and attention to detail
- Service flow, waiting times and avoidable friction
- Consistency throughout the visit
The whole customer journey
- Ordering, payment and departure
- Opportunities to encourage repeat visits, reviews and direct bookings where relevant
- Digital and physical touchpoints within the agreed scope
Every review is tailored to the type of business and the customer journey we agree with you. Not every area is included in every engagement.
A thorough review. Clear findings. Practical action.
- 01
The anonymous visit
An experienced hospitality professional visits your business as a genuine customer. They assess the experience discreetly, following a structured evaluation framework tailored to your operation.
- 02
The detailed assessment
We review the findings from both a customer experience and a commercial perspective. We examine the evidence, identify patterns and prioritise the opportunities that matter most.
- 03
Your written report
A structured report documenting observations, strengths, weaknesses and practical recommendations. Where there is enough evidence, we estimate the potential financial impact of each opportunity and explain the assumptions behind it.
- 04
The debrief, in person
We meet you to present the findings, explain what they mean and discuss the priorities. You leave knowing what is working, what needs attention and where to focus first.
Know what happened. Understand why it matters.
Recommendations are prioritised, not handed over as an overwhelming checklist. You see what matters most and why.
A single visit is a snapshot. We do not promise guaranteed savings or profit improvements from it.
- A detailed account of the customer experience
- Observations and findings backed by evidence
- Strengths worth protecting
- Areas for improvement, ranked by importance
- Commercial opportunities, with estimated impact where it can be defended
- Practical recommendations and suggested next steps
- An in person presentation and discussion of the findings
Built for hospitality businesses that take performance seriously.
For owners and operators of hotels, inns, pubs, restaurants, bars, cafés, leisure venues, holiday parks and hospitality groups who want an independent view of their business and a clear plan for improving it. Every review is carried out by hospitality professionals with over 25 years in the industry.
It is particularly valuable when
- You want to understand what guests actually experience.
- You suspect service standards vary between team members or shifts.
- You want to improve upselling and commercial execution.
- You are preparing to grow, open another site or standardise performance.
- You want an independent perspective before making wider operational changes.
A focused guest experience assessment. Not a full commercial review.
The Guest Experience Review focuses on the customer journey, service delivery, operational execution and the commercial opportunities visible through an independent visit.
Our 30 day Commercial Review takes a broader view of the business, examining pricing, labour, purchasing, margins, revenue and overall profitability.
The Guest Experience Review is a standalone service. It can also help show whether a broader commercial investigation would be worthwhile.
Let's establish the right scope for your business.
Prices start from £850. Every venue and customer journey is different, so we will talk through your operation and the areas you want to understand before giving you a clear quotation.
It helps to tell us your name, business name, number of venues, type of business and what you would most like to understand or improve. The email button fills these in for you.
Find out what your customers experience, and what you could improve.
Arrange an initial conversation to discuss your business and decide whether a Guest Experience Review is right for you.
Or call 07443 989504 or email alex@profitclinic.co.uk.
