CREST Hospitality is a mystery guest auditing and staff training consultancy helping hotels, restaurants and hospitality businesses deliver exceptional service — every time, to every guest.
Every hotel and restaurant owner believes their service is good. But there's a fundamental blind spot — staff behave differently when they know they're being watched. Your GM never experiences the property the way a real guest does.
We do. And we tell you exactly what we found.
Every service we offer is designed to identify where your guest experience falls short — and then fix it. The audit finds the problem. The report documents it. The training solves it.
We visit your property as a real guest — unannounced and unbiased. Every touchpoint is scored against the CREST Service Index. Every gap is documented. You receive a full written report within 5 working days.
A professional, branded report covering all 10 CREST Service Index categories. Your overall score out of 100. Specific observations. A prioritised action plan for your leadership team to implement immediately.
Targeted half-day workshops built around your specific audit findings — not generic content. Practical, engaging sessions delivered by hospitality professionals who understand your world from the inside.
We visit your property exactly as a real guest would — no prior knowledge, no relationship with your team. We experience everything from arrival to departure, scoring every touchpoint against our 10-category framework.
You receive a professionally designed written report with your overall CREST Service Score, category-by-category findings, specific observations from the visit and a prioritised list of recommendations for your team.
We present the findings to you in person, discuss priorities and propose a training programme to address the gaps identified. Many clients move to a quarterly audit retainer — tracking improvement over time.
Every audit produces a full 10-category breakdown. Scores below 70 in any category trigger a specific training recommendation — so you always know exactly where to focus.
From boutique properties to country house hotels. We help independents understand exactly what their guests experience and build the service standards that drive repeat bookings and better reviews.
3★ — 5★From neighbourhood restaurants to premium dining groups. We identify the service gaps that are costing you covers and covers, and train your team to deliver consistently — on every shift.
Casual — Fine DiningAmbitious pub and gastropub operators looking to elevate their offer. We help you close the gap between where you are and where you want to be — with practical, actionable recommendations.
All ConceptsNo cost. No obligation. You simply receive a professional written report on your guest experience with specific, actionable recommendations. We have a limited number of slots available — request yours today.
Whether you're interested in a complimentary audit, a training programme or an ongoing retainer — we'd love to hear from you. Fill in the form and we'll be in touch within 24 hours.