What Does a Hospitality Consultant Actually Do — and When Should You Hire One?

What a hospitality consultant does

A hospitality consultant looks at your business through the eyes of your guests — and through the eyes of your team. The job is to find the gap between the experience you promise and the experience people actually receive, and then close it.

But service on the floor never stands alone. It is connected to everything else: how your brand is built, how you market yourselves, the culture behind the scenes, how people communicate with each other, and how efficiently operations run. That is why I always look at the company as a whole, not just one department.

Why outside eyes matter

When a business is running, everyone is naturally focused on daily operations — the next shift, the next guest, the next problem to solve. There is rarely time, or the manpower, to step back, think bigger and look at things from a new angle. The worn carpet, the cold greeting at check-in, the five-minute wait for the bill — they slowly become normal. Guests notice them immediately.

After more than 30 years in luxury hospitality — including training under Michel Roux at The Waterside Inn and serving royalty across Europe — I have learned that guests rarely remember the big things. They remember how they were made to feel in the small moments.

Guests rarely remember the big things. They remember how they were made to feel in the small moments.

Signs you need a hospitality consultant

• Your reviews mention the same complaints again and again
• Staff turnover is high and new people are not trained consistently
• Service quality depends on who is working that shift
• Revenue is flat even though the product is good
• You are opening, rebranding or taking over a property
• You feel the team has lost its pride and energy

If two or more of these sound familiar, it is time to bring in help.

How we work

Every engagement starts with getting to know the company properly. Through a thorough process — on site, in the lobby, the restaurant, the kitchen and the back office — I learn how your business really operates, what the culture is like, and what makes you unique.

With that understanding, we agree on a few clear focus areas: the places where change will make the biggest difference. For each one we set concrete goals, so everyone knows what success looks like. Then we build a practical strategy for how to get there, and I support the team in making it happen.

Throughout the process I follow the same approach as in my book, Hospitality with Heart — from the brand and how you present yourselves, to culture, communication and efficient operations. Efficiency matters, but never at the cost of the people who deliver the experience. A strong, healthy culture is what makes improvements last.

This can be delivered as a focused three-day onsite deep dive, a 90-day transformation programme, or ongoing advisory support.

How to choose the right consultant

Look for someone who has actually done the work, not just studied it. Ask about their background, the types of businesses they have worked with, and how they measure results. A good consultant will be honest about what they can and cannot change — and will care about your people as much as your numbers.

Frequently asked questions

How long does a hospitality consulting project take?

It depends on the goal. A diagnostic can take three days onsite; a full transformation usually runs around 90 days, with optional ongoing support.

Is hospitality consulting only for luxury hotels?

No. The same principles — clear standards, a strong culture and genuine care — work for restaurants, boutique hotels, event venues and any business that serves guests.

Do you only look at service?

No. We look at the whole company — brand, marketing, culture, communication and operations — because they all shape the guest experience.

Can you work with businesses outside Norway?

Yes. House of Rouge works with businesses across Norway, Europe and internationally, onsite or online.