Reviving a Struggling Devon Bar & Restaurant

 Location: Coastal Devon, UK 

The Problem: A once-thriving bar & restaurant was facing declining footfall, poor reviews, and high staff turnover. Guests cited inconsistent service, lack of atmosphere, and disengaged staff, while the business struggled to attract repeat customers.

Our Approach:

 Conducted a Guest Behaviour Analysis to identify key friction points in service.

 Delivered Emotional Intelligence & Service Excellence Training to improve staff interactions and guest rapport. 

Implemented Sensory Psychology Adjustments (lighting, music, and layout) to create a welcoming atmosphere.

 Redesigned the menu using pricing psychology to encourage higher spending and repeat visits.

The Results:

 Customer satisfaction scores increased by 42% within three months.

 Revenue grew by 30%, driven by improved upselling techniques and repeat business.

 Staff turnover dropped by 50%, with a more engaged and motivated team.

 The business regained its reputation, with positive reviews praising the atmosphere and service.

 Transforming Guest Experience at a Cotswolds Boutique Hotel

 Location: Cotswolds, UK

The Problem: Despite premium facilities, a boutique hotel struggled with low repeat bookings and guests describing their stays as “pleasant but forgettable.”

Our Approach:

 Conducted a Guest Journey Audit to identify high-impact emotional touchpoints.

 Trained staff in Active Listening & Personalisation to create deeper guest connections.

 Introduced the Peak-End Rule strategy, implementing “wow moments” (e.g., personalised welcome gestures, farewell gifts).

 Adjusted lighting, music, and scent psychology to enhance ambience and emotional engagement.

The Results: 

 Repeat bookings increased by 27% within six months.

 Guest satisfaction scores rose by 35%, with more reviews mentioning “exceptional service.”

 Staff engagement and morale significantly improved, leading to more authentic guest interactions.

 Increasing Revenue & Customer Loyalty for a Family-Owned Hotel

 Location: Somerset, UK

The Problem: A small, family-run hotel was struggling with seasonal dips in revenue and poor customer retention. Despite friendly service, guests were not returning or recommending the hotel.

Our Approach:

 Developed a Guest Recognition System, training staff to remember returning visitors and offer personalised service.

 Implemented a Loyalty Psychology Programme, offering small but meaningful rewards for repeat bookings.

 Trained managers on staff motivation techniques, ensuring a consistent guest experience year-round.

 Redesigned the hotel’s online booking journey using behavioural triggers to increase direct bookings.

The Results:

 Repeat guest bookings increased by 40% within nine months.

 Direct online bookings grew by 25%, reducing reliance on third-party platforms.

 Guests reported feeling "more valued and connected", leading to better reviews and referrals.

 Turning Around an Underperforming City Centre Restaurant

 Location: Bristol, UK

The Problem: A mid-range restaurant was struggling with low weekday bookings, lack of customer engagement, and minimal brand presence online. Despite excellent food, guests weren’t emotionally connecting with the brand.

Our Approach:

 Introduced Emotional Storytelling in Branding, reworking the restaurant’s narrative to highlight authenticity.

 Created a Social Proof Strategy, leveraging guest testimonials and user-generated content online.

 Trained staff in Neuro-Sales Techniques (subtle upselling, menu psychology, and persuasive communication).

 Implemented Guest Experience Psychology, ensuring each visit had a memorable peak moment (e.g., surprise complimentary dessert, handwritten thank-you notes).

The Results:

 Weekday bookings increased by 35%, with an improved social media presence.

 Higher average spend per customer due to better upselling techniques.

 Guest engagement improved, with more positive online reviews and word-of-mouth recommendations.

The Mindful Host Consultancy – Transforming Hospitality Through Psychology

We help hotels, restaurants, bars, and hospitality businesses create memorable guest experiences, emotionally intelligent teams, and sustainable revenue growth.

📩 Struggling with customer retention or service consistency? Let’s talk!  075 6858 1695