An advisory studio for luxury hotels, resorts, restaurants and members' clubs. We stay on the property as a guest, read what the house can no longer see, and remain until the change holds.
That is our method.
The reading
Every walkthrough is announced, and an announced walkthrough shows the house at its best. We book under an ordinary name, pay, and travel the whole journey — including the parts that do not photograph well.
01 / Arrival
The first ninety seconds decide what the rest of the stay will have to repair.
Dylan Calluy — Unsplash
02 / Before service
A room is read before it is used. The ten minutes before service say more than a whole evening.
Timon Reinhard — Unsplash
03 / The unwatched hour
What a house does when no one is watching is what the guest will remember.
Robert | Visual Diary — Unsplash
A dining room in the ten minutes before service opens
Photograph to be commissioned
What the audit covers
Not a compliance check. A house can pass every standard and still lose the guest at minute four.
Five readings, run at once
The guest·The operation·The business·The technology·The revenue
The engagement
Most studios sell a report. Here the report is where the work starts — and stopping after it is a fair outcome.
We experience the house as the guest experiences it.
Nothing is announced. Discovery and booking, arrival, recognition, the room, housekeeping, food and beverage, the bar, the spa, check-out and what happens afterwards — read as one continuous journey rather than a list of departments.
What you receive
A finding no one owns survives the year unchanged.
We work through the report with the general manager and the ownership: what changes, in which order, and who carries it. Some findings are worth a month, some a season, and some are worth leaving alone — saying so is part of the work.
What you receive
Recommending a system and helping you choose it are two different jobs.
Requirements, shortlisting, workflow redesign, standards, training and launch support — followed until adoption holds on the floor. Where a partner is introduced and a fee applies, it is disclosed before the introduction, never after.
What you receive
The outside eye that keeps looking.
Regular reviews with the leadership, periodic returns to the property, and a standing line for the decisions that come up in between. This is the relationship the first three stages are meant to earn — never the one they are built to force.
What you receive
The signature report
An executive summary written for the general manager and the ownership, then every finding set out the same way — so a board can read it in the order a decision is actually made.
Evidence before opinion. Decision before theatre.
The name
1855—1933
François Pompon, sculptor, 1855–1933. L'Ours blanc, Musée d'Orsay. His entire body of work consists of removing — the fur, the muscle, the anecdote — until only the true volume remains. Nothing was added to make the bear more impressive. Everything unnecessary was taken away until it could not be mistaken for anything else.
Field notes
Operating notes, sourced and dated. No client is named in any of them.
Miami-based · Internationally available · On-property when it matters
One conversation, in confidence. Nothing is published, quoted or shown to anyone else — here or anywhere.
