Our Service Audits provide an objective, on-the-ground evaluation of hospitality service delivery within on-premise beverage programs. Using structured mystery shopping, we assess how service standards, beverage knowledge, and program intent translate into the actual guest experience. The focus is not theoretical compliance. It is real-world performance.

Each audit is designed around the guest journey, from arrival through check presentation, with particular attention to beverage-led moments of engagement. We evaluate staff approachability, product knowledge, menu fluency, recommendation quality, upselling effectiveness, and the consistency of service across shifts and dayparts. Presentation, pacing, and accuracy are observed alongside the alignment between the beverage program’s stated positioning and what guests actually receive.

Our mystery shopping methodology is discreet, repeatable, and tailored to the property type. Audits may be conducted across individual locations or multiple units to identify patterns, strengths, and breakdowns in execution. Findings are documented with clear, experience-based observations rather than generalized scores, allowing operators and brand partners to understand where service excels and where it falls short.

Deliverables are practical and actionable. Each audit concludes with a prioritized set of recommendations focused on improving service delivery, strengthening staff confidence, and maximizing the commercial performance of the beverage program. Insights are designed to inform training, menu refinement, service standards, and brand alignment. The result is a clearer understanding of how hospitality is being delivered at the point of experience and where targeted improvements can have the greatest impact.