Incognito Audit
A structured, independent assessment of the real end-to-end guest experience.
Hospitality Intelligence & Experience Consulting
See your venuethrough yourguest’s eyes.
Guest Intelligence is an independent hospitality performance consultancy for premium hotels, restaurants, beach clubs, nightlife and luxury venues.
We experience your business anonymously, exactly as your guests do. We identify friction points and commercial opportunities — and, if you wish, help you turn them into measurable improvements.
HospitalityStandardsPerformance
Scroll01 — The gap
What management reports is not always what your guests experience.
Staff serve differently when they know they are being watched. Quality shifts by shift, hour and occupancy. Small failures add up — and rarely reach you.
The report“Arrivals are going really well.”
The experienceFour minutes at the door without eye contact or a greeting.
The report“Service is fast.”
The experienceA second drink never offered. The bill requested twice.
The report“VIP is where it should be.”
The experienceNo recognition, no personalisation at a high-value table.
The report“The music fits the concept.”
The experienceEnergy dropped at the peak of the night and guests left early.
Illustrative examples — not findings from a real venue.
02 — The method
From experience to action.
Every audit is agreed in advance with ownership. Our guest is not briefed to “find faults”; they are briefed to live the experience naturally and document it consistently.
- 01
Experience
An anonymous visit as a real guest, at an agreed time and with an agreed persona.
- 02
Observe
Recorded in the order it is lived, from booking to departure.
- 03
Measure
1–10 scores, real waiting times and incidents — separating fact from judgement.
- 04
Identify
Strengths, friction points and potential missed commercial opportunities.
- 05
Prioritise
Every finding with evidence, severity and priority: now, 30 or 90 days.
- 06
Improve
Optionally, consulting and implementation support — and a re-audit to confirm.
03 — Guest journey
The whole journey. In the order your guest lives it.
We don’t assess isolated touchpoints. We follow every moment — with timestamps, so timings are measurements, not impressions.
- Before
Digital & booking
Online image, clarity, ease of booking, expectations.
- 00:00
Arrival
The first 60 seconds, entrance, queue, acknowledgement.
- 00:04
Welcome
Host, warmth, reservation, escort to the table.
- 00:09
First service
Time to first contact, menu knowledge, recommendations.
- 00:31
Product
F&B, presentation, accuracy, value for money.
- 01:10
Vibe
Music, energy, crowd flow, comfort, peak moment.
- 01:45
Commercial moment
Second order, upgrade, dessert, next booking.
- 02:20
Departure
Bill, payment, farewell, last impression.
04 — Services
Independent assessment. And, where it matters, implementation.
Competitive Intelligence
A consistent, evidence-led comparison with relevant competitors — based on real visits only.
Guest Experience Strategy
Redesigning service, the VIP experience, arrivals and complaint handling.
Revenue Opportunities
Upselling, premium recommendations, retention and pricing — as opportunities to test, not promises.
Implementation
Staff training, operational change and hands-on support for management.
Ongoing Intelligence
Repeat audits to measure consistency and progress over time.
05 — The deliverable
A report for owners. Not a checklist.
The Guest Intelligence Report turns a visit into a picture you can act on: what works, what it costs you, what to fix first. In English or Greek.
Guest Intelligence Score
78/100
- Arrival & welcome84
- Luxury service68
- Space & design88
- F&B81
- Atmosphere & vibe86
- Commercial performance62
- Departure74
Finding · F-03
A second drink was never offered at any point in the evening.
Empty glasses for 11 minutes (21:42–21:53) with no table check.
- Severity
- High
- Priority
- 30 days
- Action
- Table checkpoint 8–10 minutes after each serve.
Measured timings
- Arrival → acknowledgement
- 0:42
- Seated → first service
- 2:18
- Order → first course
- 14:05
- Bill requested → paid
- 9:30
Includes
- Executive summary for ownership
- Scorecard per dimension /100
- Timestamped guest journey
- Strengths & critical issues
- Findings with evidence and severity
- 30 / 90-day action plan
06 — Packages
Start with an audit. Continue only if it makes sense.
The audit stands on its own — even if you never take up consulting. Implementation is recommended only where the evidence supports it, and priced separately.
Essential Audit
from€1,500
One anonymous visit and a clear executive report.
- One incognito visit
- Scoring per dimension
- Key findings
- Commercial opportunity review
- Executive report
Intelligence Audit
from€3,000
Deeper analysis, competitor comparison and an action plan.
- Everything in Essential
- Full guest journey
- Competitor benchmark
- Potential revenue leaks
- Owner debrief
- 90-day action plan
Transformation
Custom
Audit plus consulting, with implementation support.
- Full audit
- Consulting & strategy
- VIP & revenue
- Operations & service
- Music & entertainment
- Implementation support & re-audit
Indicative prices, excluding VAT, consumption and travel. Final scope is set in a confidential proposal.
07 — The standard
Luxury is not what the venue says it is.
Luxury is what the guest feels.
Agreed in advance
Every visit is authorised in writing by ownership, with clear boundaries and budget.
Independent
The audit stands alone. Consulting is a separate choice, never a condition.
Evidence-led
Fact, judgement and recommendation are kept apart. What wasn’t observed isn’t scored.
Discreet
Minimal personal data, complete confidentiality, no public mention without consent.
- Fine dining
- Beach clubs
- Nightlife
- Bars & lounges
- Hotels
- Members clubs
- Event venues
08 — Confidential briefing
Let’s talk about your venue.
Tell us a little about your business and what you would like to improve. We will be in touch discreetly to arrange a short, confidential conversation.