Mystery Shopper | STEPS Hospitality Consultants

Hospitality Consulting, Mystery Shopper & Operational Audit Programs

SERVING HOTELS & RESTAURANTS ACROSS BRITISH COLUMBIA

We proudly work with hospitality operators throughout Kelowna, Vancouver, Whistler, Victoria, Squamish, Osoyoos, Oliver, Penticton, and the Lower Mainland.

STEPS HOSPITALITY CONSULTANTS

Steps Hospitality Consulting helps hotels, restaurants, and hospitality businesses across British Columbia achieve operational excellence through professional mystery shopper programs and in-depth operational and service audit. With over 30 years of hospitality operational experience, I have led some of BC’s top-performing hotels and resorts, in Vancouver, Squamish, Whistler and Osoyoos.
Our hospitality audit services are designed to improve guest experience, service consistency, operational efficiency, and profitability—providing leadership teams with clear, actionable insights they can immediately apply.

MYSTERY SHOPPER & OPERATIONAL AUDIT SERVICES

My comprehensive hospitality mystery shopper and operational audit programs include detailed evaluations of every critical aspect of your operation:

Guest service standards, hospitality delivery, and staff engagement
Service flow, speed of service, and operational execution
Theft prevention, loss control, and operational compliance
Cleanliness, food safety practices, and brand standards
Performance across all day-parts (breakfast, lunch, dinner, late-night)
End-to-end hotel and restaurant operational efficiency audits

Each assessment is conducted using a 125+ point mystery shopper and operational checklist, ensuring consistent, objective, and measurable results.

ACTIONABLE INSIGHTS & SMART IMPROVEMENT PLANS

Following every audit, STEPS delivers a detailed report and conduct an in-depth review with your leadership team:

Identify operational gaps and service breakdowns
Pinpoint training and process improvement opportunities
Problem-solve real-world operational challenges
Develop a SMART action plan focused on measurable results and long-term improvement

My approach goes beyond scoring — we help you turn insights into execution.

WHY CHOOSE STEPS HOSPITALITY CONSULTING?

30+ years of hospitality sales, marketing, and operational experience
Proven expertise in restaurant and resort/ hotel mystery shopper programs
Deep understanding of BC hospitality markets
Practical, operations-focused recommendations
Clear reporting designed for leadership and frontline teams

WHY WORK WITH STEPS?

Steps Hospitality Consultants helps hotels and restaurants operate smarter, grow revenue, and build engaged teams—without compromising the guest experience. My practical, hands-on approach delivers measurable improvements where it matters most.

GAIN EFFICIENCY & REDUCE COSTS

Work with experienced hospitality consultants who help simplify operations and improve day-to-day performance. I support your leadership team by developing clear standard operating procedures, optimizing workflows, and strengthening execution at every level—allowing you to focus on growth while maintaining balance.

INCREASE SALES & PROFITABILITY

My customized hospitality training and operational audit programs are designed to drive results. From sales and guest experience training to efficiency and performance audits, I quickly identify opportunities and deliver focused action plans that improve consistency, guest satisfaction, and average spend.

STRENGTHEN TEAMS & LOWER TURNOVER

Build a motivated, high-performing workforce with strategies designed to improve employee retention and company culture. My consulting services include leadership coaching, workforce planning, recognition programs, and recruiting support—helping you solve staffing challenges and retain top hospitality talent.

Learn How We Support Your Business

Ready to Improve Your Hospitality Operation?

Partner with Steps Hospitality Consultants to enhance operations, increase profitability, and create exceptional experiences for both guests and teams.