Helping hospitality businesses unlock their full potential.

The owners of The Old Bank wanted an independent assessment of their busy café and bar to identify opportunities to strengthen customer experience, improve operational efficiency and support the continued growth of the business.

Be Fantastic Hospitality carried out a comprehensive Hospitality Diagnostic Audit, combining a covert customer experience assessment with an operational and commercial review. Every stage of the customer journey was evaluated, from first impressions and service standards through to menu presentation, workflow, team communication and opportunities to increase customer spend. 

Our review identified a number of practical improvements, including:

• Streamlining the customer journey from arrival to departure. 
• Simplifying menus to improve consistency, speed of service and profitability. 
• Introducing clearer service procedures and team protocols. 
• Creating more opportunities for upselling and increasing average customer spend. 
• Refining the business's target market and customer offering. 
• Strengthening operational organisation to improve both efficiency and the overall guest experience.  

The owners received a detailed, prioritised action plan that provided a clear roadmap for enhancing customer experience, strengthening operational standards and supporting long-term commercial growth. The recommendations focused on practical changes that could be implemented immediately while also identifying longer-term strategic opportunities. 

★★★★★

"Fantastic is a very apt name for a very fantastic service. Harriet tailored a complete advice and training package to fit our café bar business exactly. Could not recommend highly enough and will certainly be returning for future staff performance reviews."

Jan de-Koning – The Old Bank, Ramsbottom