Profit Clinic, Hospitality Specialists
Mystery shopper

More than a mystery shopper. A plan.

A traditional mystery shop tells you a score. Our Guest Experience Review tells you what happened, why it matters commercially and what to change first. An experienced hospitality operator visits anonymously, then sits down with you to walk through the findings.

Profit Clinic helps established independent hotels, pubs, restaurants, hospitality groups and holiday parks improve profitability through commercial analysis and practical operational reviews.

This can be a standalone project scoped to what you actually need, or part of a wider Commercial Review. There is no one-size-fits-all package.

Speak to Alex about your requirements Learn about the Commercial Review
Or reach out directly: WhatsApp 07443 989504 alex@profitclinic.co.uk
  • Anonymous visit
  • Detailed written report
  • Face-to-face debrief
Overview

Why a checklist is not enough

Many mystery shopping schemes use a fixed checklist completed by a member of the public. That can tell you whether the greeting happened, but not whether it felt right, or what it is costing you in spend and repeat visits.

A Guest Experience Review is carried out by people with 25+ years in hospitality, who look at the visit through a guest's eyes and an operator's. You get a clear report and a prioritised list of improvements, not just a score.

What the review covers

  • Before arrival

    Website, booking and first contact.

  • Welcome & service

    Greeting, attentiveness and pace.

  • Food & drink

    Quality, presentation and value.

  • Selling

    Recommendations and upselling, or the lack of it.

  • Standards

    Cleanliness, presentation and consistency.

  • Departure

    The bill, the farewell and the last impression.

Common profit challenges

Where profit quietly slips away

Scores without context

A number out of 100 with no explanation of what to fix.

Generic checklists

The same questions for a fine dining room and a village pub.

No commercial view

Service gaps never linked to spend, margin or repeat business.

No conversation

A report emailed over with no one to talk it through.

Nothing changes

Findings filed away because there is no clear next step.

Inexperienced assessors

Shoppers who do not know what good hospitality looks like.

How Profit Clinic solves it

A hands-on route to more profit

Experienced reviewer

Visits carried out by people who have run hospitality businesses.

Tailored to you

Assessed against your style, price point and guests.

Commercial insight

Each finding linked to its effect on spend and loyalty.

Detailed report

What happened, why it matters and what to change.

Debrief

A conversation to agree priorities with you and your team.

Action list

A short, prioritised list your team can act on.

Expected business outcomes

What good looks like

£850

Guest Experience Review, from

25+ yrs

Hospitality experience in the team

1 visit

Anonymous, booked like a real guest

Debrief

Findings talked through, not just emailed

Our methodology

How we deliver it

  1. 01

    Brief

    We learn about your venue, guests and goals.

  2. 02

    Visit

    An anonymous visit, booked and paid like any guest.

  3. 03

    Report

    A detailed written report of the whole experience.

  4. 04

    Debrief

    We walk you through the findings and priorities.

Our commitment

Available standalone or as part of the Commercial Review

You can engage Profit Clinic for this service on its own, or as part of the 30 day Commercial Review. If you choose the full review and we do not identify commercial opportunities worth at least five times our fee, we refund the cost of the review. The Commercial Growth Blueprint it produces is yours, to implement with your own team or alongside us.

Speak to Alex about your requirements Learn about the Commercial Review

Explore more

Guest Experience ReviewFree Profit DiscoveryThe 30 day Commercial ReviewHotel consultant
Frequently asked

Questions, answered

Start with a free Profit Discovery. Three commercial observations and an estimated opportunity value, at no cost.

Book your free Profit Discovery

Speak to Alex directly

Prefer a quick conversation? Message, call or email and we will scope what you need.

WhatsApp Alex 07443 989504 alex@profitclinic.co.uk
Is a Guest Experience Review the same as mystery shopping?

It starts the same way, with an anonymous visit, but goes further. You get an experienced operator's view, a detailed report linked to commercial impact and a debrief to agree what to change.

How much does it cost?

The Guest Experience Review starts from £850.

Will my team know about the visit?

No. The visit is anonymous and booked like any other guest.

Which venues is it for?

Hotels, pubs, inns, restaurants and cafés across the UK.

About Profit Clinic

Hospitality profit improvement.

What we do

Profit Clinic helps established hospitality businesses understand where profit is being lost and what they can do about it. We examine the numbers, the operation and the market, then turn the findings into practical, prioritised recommendations. Our primary paid service is the 30 day Commercial Review, examining profitability across the whole business. A focused Guest Experience Review or standalone project is also available when a particular area needs attention.

Who we work with

We work with established independent and boutique hotels, pubs and inns, restaurants, small and multi-site hospitality groups, caravan sites and holiday parks across the UK. The work is designed for owners and management teams with trading history and enough financial information to assess meaningful opportunities, rather than early-stage start-ups.

The problems we help solve

A busy venue can still struggle with weak margins, rising labour and supplier costs, inconsistent pricing, missed sales and unreliable reporting. Service gaps can also undermine the guest experience and repeat business. We look for the causes behind those symptoms, so you can distinguish urgent changes from longer-term improvements and make decisions based on evidence rather than guesswork.

What the 30 day Commercial Review includes

The review covers pricing, menus, revenue, labour, cost of sales, suppliers, purchasing and overheads. It combines on-site observation, management interviews, process review, a mystery shop, customer journey assessment and competitor benchmarking. We also examine your market position, local pricing and digital presence.

You receive a Commercial Growth Blueprint: an executive summary, quick wins, a 90-day action plan and a 12-month roadmap. Recommendations carry an estimated financial impact, priority, difficulty, implementation cost, expected return and timeline. The blueprint is yours to implement with your team or with our support; further work is optional.

Explore the full Commercial Review
Alex Garner, founder of Profit Clinic

Founded by Alex Garner

Alex spent the last decade running, operating and improving pubs, restaurants and hotels. He founded Profit Clinic to give independent operators the commercial attention that larger groups receive from dedicated departments. The wider Profit Clinic team brings over 25 years of hospitality experience. That distinction matters: Alex's personal operating experience is supported by the team's broader industry knowledge.

How to work with us

Start with a free, no-obligation Profit Discovery: an initial business review, three commercial observations, an estimated opportunity value and a short review meeting. Discovery helps establish whether our core paid service, the Commercial Review, is right for your business. Or contact Alex directly about a focused Guest Experience Review or specific piece of work. Tell us your business type, number of venues and what you want to improve; we discuss the scope and agree a written quotation before you commit. Every engagement is treated in confidence.

Request your free Profit Discovery Explore the 30 day Commercial Review
WhatsApp Alex 07443 989504 alex@profitclinic.co.uk