An outside read on your operation, in writing.
A written assessment of your service, systems, and guest experience — built from a year of your guests' own words and your completed scorecard. Delivered in five business days.
You cannot see your own dining room the way a guest sees it. You know what the service is supposed to look like, so that is largely what you see.
Your guests have already told you what they experience. It is sitting in a year of reviews, arriving one at a time, read in the middle of a shift and rarely read together.
An assessment reads them together, against the way you have scored your own operation, and tells you plainly where the two do not agree.
A written assessment of your property.
- 01
What is working
Named specifically, with the evidence behind it. Most operators receive far less of this than they should.
- 02
Three to five findings
Each one traced to a cause rather than a symptom, with the guest language that supports it.
- 03
The gap
Where your scorecard and your guests' descriptions disagree. This is usually the most useful page in the document.
- 04
What it is likely costing you
An estimate, built from your own numbers, of what these findings mean in manager hours, turnover, and revenue. Assumptions are printed alongside so you can judge them yourself.
- 05
A ninety-day priority sequence
Which three to address first, in which order, and why that order.
- 06
The working tools for your first priorities
The templates and frameworks that match your specific findings, in usable form.
You purchase
A short intake arrives within one business day.
You send your inputs
Your completed scorecard, the intake, and links to your public review profiles. Fifteen minutes of your time.
Your property is read
Twelve months of guest reviews, your scorecard, and any documents you share, assessed across five categories.
Your assessment arrives
Within five business days of receiving your intake.
What this is not.
This is not a site visit.
This is not a full operations manual.
This is not ongoing support.
It is a clear, written read on where your operation stands and what to address first — delivered without a meeting, without a sales call, and without taking your team off the floor.
An assessment serves properties where the guest experience is the product.
- Private clubs
- Independent luxury hotels and inns
- Fine dining independents
- Small multi-unit groups
- New and second locations
An assessment requires enough public guest feedback to read patterns rather than incidents. If your property has fewer than twenty reviews in the past twelve months, write to me before purchasing and I will tell you honestly whether this will serve you.
Twenty years on the floor.
Twenty years across fine dining, resort hotels, and private clubs — the Adirondacks, coastal Maine, Vermont, South Florida, and Texas. Most of those years were spent on the floor, in service, during the hours that decide what a guest remembers.
That is the vantage point an assessment is written from: what a room actually does on a full night, and what it takes to hold a standard when the pace makes it difficult.
Matthew Vieira
Founder, Vieira Hospitality
How long does it take?
Five business days from the moment your completed intake and scorecard are received. Not from the moment of purchase — the clock starts when I have what I need.
What do I need to send you?
Your completed 25-Point Scorecard, a short intake form, and links to your public review profiles. Optionally, any training materials or standards you already use. About fifteen minutes of your time.
Do we need to be on a call?
No. The assessment is delivered in writing. If you would like to work through it together afterward, a ninety-minute priority session can be added.
What if our reviews are mostly positive?
Strong properties are often the most useful to read. The patterns in a well-reviewed operation tend to be narrower and more specific, which makes them easier to act on.
What if the assessment isn't useful to me?
Tell me within seven days of delivery and I will refund it in full. I would rather return the fee than have you hold a document you did not find worth reading.
Everything a guest feels was decided by someone.
If you would like to know what your guests have been deciding about you, begin here.
Questions before you begin? Write to matthew@vieirahospitality.com
Scope is limited to the deliverables listed above. Delivery is five business days from receipt of a completed intake. Refunds available within seven days of delivery.