Hotels and dining concepts operated for consistency guests can feel every visit.
Open Board House operates and advises boutique hotels and restaurant concepts — guest experience, staffing standards, and quality audits that survive busy weekend nights.
Front desk, housekeeping, and maintenance routines with nightly audit checklists and a clear chain of escalation. We set par levels for linens and amenities, establish turnover sequences by room type, and define the standard for a room signed off as ready. Supervisors are trained to identify and correct issues before the guest encounters them.
Floor training, reservation flow, and peak-period staffing models calibrated to your cover count and kitchen speed. We build pre-shift briefs, section charts, and table-turn protocols that let good servers do their jobs without improvising. Menu knowledge and allergen training are delivered before service, not briefed during it.
SOPs, hiring timelines, and soft-opening plans built around your concept and physical layout before public launch. We run mock service days to identify flow problems in the space, not in front of paying guests. Opening checklists are documented so the second weekend runs as well as the first.
Escalation paths and compensation guidelines staff can apply without hunting for a manager at peak service. We train teams to resolve complaints at the point of contact rather than referring upward by default. Recovery costs are tracked by category so patterns become training opportunities, not recurring surprises.
From the first conversation to delivered work, each step is written down.
Mystery stay or dine, scored scorecard, and priority list ranked by measurable guest impact.
Training sprints, checklist rollout, and weekly audits for the first ninety days to embed the changes.
Monthly metrics review, seasonal staffing adjustments, and annual SOP refreshes.
The questions we get asked before most projects start.
We operate select assets under a management agreement and advise others on an advisory retainer. Scope, fee structure, and performance metrics are defined in the engagement letter before we begin — no ambiguity about who makes which decisions.
We focus on operations and the guest experience rather than brand identity or marketing creative. For branding needs we refer to specialist partners with whom we have worked and whose work we can stand behind.
Yes. Opening and closing checklists, winterisation schedules, and rehire plans are part of our seasonal operations playbook. We recommend completing training in the two weeks before soft opening, not the night before peak season.
Guest review scores, front-desk complaint logs, and internal audit scores tracked monthly. We set a baseline in the assessment phase and report against it at each review — not against a generic industry benchmark.
Hotels and dining concepts operated for consistency guests can feel every visit.
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