Hospitality digital experiences consultant
From first impression through the experience itself, I look at the journey end to end
With close to two decades inside hospitality and hands-on involvement in opening venues, I review how places are experienced from the outside in.
From discovery and booking through to what actually happens on the floor.
From hospitality operations to digital systems
My experience is grounded in close to two decades across hospitality operations, from dishwashing and the kitchen through to front-of-house leadership, venue management, and multi-venue oversight. I’ve worked across bars, cafés, restaurants, hotels, nightclubs, and events, including hands-on involvement in opening five venues from the ground up. This includes hands-on experience implementing, adapting, and operating alongside booking platforms, POS systems, and online touchpoints in live service environments.
Alongside my hospitality background, I have a formal foundation in information technology with practical experience across web development and UI/UX design. I approach digital systems including websites, booking flows, and the integrations that support them with an understanding of information architecture, interaction design, accessibility, and how implementation choices influence performance, consistency, and maintainability.
What I pay attention to
The points in an experience where clarity breaks down and staff effort is required to compensate.
Observation
Recording what is presented to a guest at each stage of the experience, including the information provided, decisions required, and what is left implicit.
Insight
Identifying patterns across those observations, particularly where information, expectation, and delivery fail to align.
Option
Outlining practical considerations where change may be warranted, taking into account the venue’s operation, team, and existing systems.
Why this matters
Most digital issues in hospitality aren’t obvious failures. They appear as small gaps in information, unclear flows, or assumptions built into websites and booking systems that compound over time.
When these gaps exist, they rarely surface as technical problems. Instead, they show up operationally, staff answering the same questions, correcting misunderstandings, or compensating for what the digital experience didn’t make clear.
Reviewing digital touchpoints through this lens makes it easier to understand which parts of an online setup are quietly creating friction, and where focused changes will have the most impact, without defaulting to rebuilds or unnecessary complexity.
What the audit includes
The audit is a structured review of how your venue is discovered, booked, and experienced, combining pre-visit digital assessment with an in-person mystery shopper visit.
