Operational Audit
A clear, independent view of where performance is being lost — across service, people, process and execution.
- On-site observation
- Workflow and capacity analysis
- Prioritised improvement roadmap
Global hospitality operations advisory
Turn better service
into better business.
We help hospitality-led organisations improve quality, workflows, workforce performance and profitability — from diagnosis through execution.
The performance gap
Your guest experiences one service.
Your business manages a hundred moving parts.
The strongest hospitality businesses make complexity feel effortless. We examine the full operation — not isolated symptoms — to find where standards, systems and people are working against the outcome you need.
What we improve
From first impression to final margin.
01Guest journey & service design
02Quality assurance
03Workforce planning
04Operational workflows
05Large-scale service delivery
06Cost & capacity control
07Team performance
08Reputation & review strategy
Ways to work together
Advice only matters
when it changes the operation.
Every engagement is shaped around the scale of the challenge, the pace required and the people who will carry the work forward.
Transformation Project
A focused engagement that turns findings into new standards, practical systems and measurable operating improvements.
- Process redesign
- Service standards and SOPs
- Implementation with your teams
Interim Management
Experienced operational leadership when momentum, stability or a turnaround cannot wait.
- Temporary operational leadership
- Workforce and planning control
- Structured handover
Selected result
#1TripAdvisor position achieved within two months of openingThe Chicken Bar opened in October 2018 with a simple operating belief: guests should feel genuinely served, never processed. By improving the welcome, attentiveness and consistency of the experience, the restaurant reached Amsterdam’s number-one TripAdvisor position by the second week of December.
< 2 monthsfrom opening to number one
Until April 2019maintained at the leading position
Our approach
Observe deeply.
Decide clearly.
Execute precisely.
- 01See the operation as it is
We look beyond reports and assumptions to understand the real guest journey, workflow and pressure points.
- 02Define the outcome
We translate findings into clear priorities, ownership and a practical route from current reality to target performance.
- 03Build it into the business
We work with the people responsible for delivery, embedding standards that remain useful after the engagement ends.
Founder experience
He sees what
others miss.
Those words, first spoken by an early employer, still define the work. Servicecraft combines the analytical perspective of a public administration graduate with the judgement of an operator who has spent years inside complex hospitality environments.
Amsterdam ArenA event operations
Worked as Hospitality Unit Manager with CateringClub during events. Led teams of up to 30 across production, stock, logistics, service quality and live execution for concerts by Robbie Williams, One Direction and André Rieu, alongside major UEFA and FIFA fixtures.
Amsterdam Gay Pride
Operational Manager responsible for hospitality delivery across six bars, coordinating 50 team members, suppliers, logistics and service execution.
The Chicken Bar
Founder and General Manager. Built the guest experience and service culture that took the restaurant to Amsterdam's number-one TripAdvisor position within two months of opening.
Bachelor of Public Administration
Graduated from the Amsterdam University of Applied Sciences. Research focused on whether managers in UWV's operational departments felt equipped to fulfil their public responsibilities.
Founder-led consumer service business
Built an independent service operation that grew to a 15-person team and 7,696 clients. Redesigned staff workflows, booking and repeat-appointment flows, quality control, client experience and after-care; recognised as a top-rated operator in 2024.
Day and nightlife management
General management experience across restaurants, cafés, bars, clubs and event venues, building a practical understanding of how different teams, service rhythms and operating models perform.
Founder-led
Every engagement is led personally, with direct accountability from diagnosis through implementation.
Whole-system thinking
Service, process, capacity and people are treated as one connected operating system.
Commercial discipline
Every recommendation is connected to performance, efficiency or sustainable growth.
Human execution
Improvements are designed for the teams who must deliver them every day.
International reach
On-site insight, wherever performance matters.
Founder-led support combines focused online preparation with direct observation inside the operation and structured follow-up after implementation.
Middle East
Dubai & UAE
Luxury hospitality, multi-cultural teams and high-expectation operations.
AsiaAsia hospitality consulting
Local delivery, international standards and complex guest journeys.
AustraliaAustralia hospitality consulting
Service quality, workforce pressure and commercially sound execution.
Confidential consultation
Bring us the operation
you want to improve.
Tell us where performance is falling short. We will identify the most useful first conversation and respond with a focused next step.
Available worldwide for on-site assignments of up to three months