“Experience = Execution - Expectation”
The emotion you feel after receiving a product/service is determined by the disparity of the seller’s execution, against your perceived expectation at the point of purchase. Hospitality operators are entirely in control of the execution of their service. It is our integral role to regularly visit their venues to help them increase their execution of service; creating that disparity as mentioned above and further increasing that gap, and their guest’s overall experience.

We work with high-end restaurants and hotels, to maximise their guest experience.
Currently, the majority of operators will use an external company to coordinate mystery diners to come in and judge their service, without the team knowing. They will come in the venue with a generic list of boxes to tick, they eat/drink/stay and report what was wrong with the service; the restaurant then receives a form and a % score at the end.
With MasterGuest, an industry professional or ‘Master’, walks in having already made notes on their concerns and advice, based on their website audit and booking journey. They are given a set criteria agreed with the client and ourselves, and follow the brief agreed. Drink/drinks while standing at the bar, dine in the lounge, sit in the restaurant etc. Whatever is requested by the client, the Master will do.

MasterGuest

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MasterGuest

Org chart

Teams

Offices

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