Lucy Challenger

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Hospitality and Business Consultancy

What do our Hospitality and Business Consultancy Services offer?

From small restaurants to large chains, boutique pubs to franchised public houses, boutique hotels to major brand hotels, private clubs, luxury retail, private banks, casinos and resorts, all hospitality businesses face challenges.  From building the business through to staffing, troubleshooting and client retention, the nature of the hospitality industry is ever-evolving.   Our Hospitality and Business Consultancy Services offer you support to evolve your business in the areas which are needed.

With the bottom line and profit being a driving force for the majority of our clients, we have a reactive and evolved approach to our support system.  Regardless if you are a boutique pub or a large chain hotel company, we can focus on the areas of specific support that you and your current team need.  

Our general consultancy process is the following (although it is extremely worth noting that each client has individual needs and specific outcomes with the processes and we work in a reactive, rather than fixed sense).

Our General Consultancy Process is the Following:

Although it is extremely worth noting that each client has individual needs and specific outcomes with the processes and we work in a reactive, rather than fixed sense.

Stage 1 - Initial meeting

We meet with you via Zoom video (our preference) or we can meet you in our HQ in Mayfair or at your property itself (the latter are both chargeable meetings, whereas Zoom is complimentary).  We discuss the project, and what challenges are being faced.  

Stage 2 - Paperwork

Following our meeting, if you wish to commence the consultancy agreement, relevant T&Cs and service contracts are provided to you to review and sign. With fees discussed and disclosed.

Stage 3 - The Fix

During this timeframe, we will undertake a large number of routes, depending on the timezone and location of the properties. We will look at multiple strands to ‘fix’ the challenges at the site including:

  1. Video and Site visits. We begin to get ‘under the hood’ of the issues at play. From video conferencing and where appropriate site visits. This allows for us, and for you to deepen our understanding of what their household might need in order to achieve the desired outcome. We use a number of techniques including:
  a. Interview with the principals
  b. Interview with the household
  c. Detailed analysis of situations and daily occurrences in the property, looking at both positive and negative outcomes
  d. Surveillance day(s) where we observe and watch the staff at work

 2. Following on from our Video and Site Visits, we enter into a report building stage, where we assemble all our data, and produce a vital report based on our findings in the property. From here we discuss the road ahead which can include:
  a. Recruitment support for new team members
  b. Training support where we implement specific training for existing team members

What do our Consultancy Services offer?

Our services are entirely created around your needs.  Each client we work with is unique, with their own lives, focuses and challenges.  Below are a number of case studies which may allow you to see the type of work we have consulted with previously, however, these are only a small fraction of the breadth of clients we have supported over the years.

No. 1 Case Study

Matthew, Commercial Cleaning Company, Nationwide UK

Matthew was the commercial development manager for a large UK based commercial cleaning company.  They first started working with us with a simple training requirement. To help their managers develop to be more confident with the skills that they passed onto the junior team members.

After two successful training courses that we taught their team in their London HQ, it became clear that the scope for development and support was much greater than Matthew had originally believed.

Over the course of the next four years, Lucy and her team supported Matthew with securing new pitches for Matthews’ business when they went to tender, and then worked with the company on a surveillance project at a number of their London specialist sites. 

Since then, we have written extensive reports in ways to help elevate their brand, and look at all aspects of the onboarding process for new and existing staff members. With over 10,000 employees across the UK, Lucy Challenger and her consultancy continue to support their business, adjusting each quarter to the ever evolving business needs that the commercial cleaning company face.

No. 2 Case Study

Raquel, 5* Hotel (Large Brand Name), Las Vegas, USA

Raquel was in charge of the penthouse, VIP and High Roller suites at a vibrant hotel in Las Vegas. She first reached out to Lucy, as she recognised that the ‘butler’ service in the VIP suites was not where the hotel wished for it to be.

She recognised that it was the breadth of clientele that was causing the hotel team challenges. From a youthful Silicon Valley Billionaire through to the mature Emiratis (Middle Eastern) clientele, the way that the staff treated and handled the requests was so varied, that they needed a deeper understanding of how this should be approached.

Raquel was also very keen that her own in-house training team were brought up to speed. Over the years we developed training that our head trainer could execute for their trainers, and developed a train-the-trainer-specific programme for the hotel.

We also conducted surveillance days and went undercover in the hotel to really understand where the skillset was falling short. We also worked with the telephone/PA support and concierge department to better train them in handling guest requests and focused on cultural etiquette and deepening of their understanding in this area. 

No. 3 Case Study

Jason, Michelin* Restaurant Opening, The Cotswolds, UK

Jason was a head chef, who was investing and opening his own restaurant. . A project of much passion, he recognised that the service and the team who worked at the restaurant he was due to open was a key factor for the success of the restaurant.

Lucy and her team helped consult in the lead-up to the opening of the restaurant, training the staff prior to the soft launch and then ensuring that the press night and main opening evening went without a hitch.

Later, Lucy and her head trainer went undercover to conduct surveillance evenings to ensure that the staff were hitting the mark as expected.

The restaurant continues to thrive, and occasionally additional surveillance and training days are conducted as per the needs of Jason and his team.

Continually Evolving Around our Clients Needs

Our consultancy services are continually evolving around the clients we work with.  We don’t understand the word ‘no’, we only understand ‘yes, how can we solve this’.  As is the nature of our business, we work with the most highly functional, highly successful individuals, couples and families around the world. 
We don’t look at obvious solutions, we look at the solutions that give our clients the greatest ROI and also the greatest life happiness.

Consultancy Services include:

  • Audit and report of entire property, hierarchy and staffing in place
  • Support and mentoring of principals with their household challenges
  • Support and mentoring of the principles staff within their household
  • Surveillance days which include site visits and subsequent reports
  • Detailed support structures put in place for new hierarchy, staff recruitment and staff training

To get in touch with us to discuss your private home consultancy service please get in touch with us here:

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