Hoteliers, I upgrade your Guest Experience
Correct the invisible, ensure the unforgettable
You've come to the right place!
I optimize, streamline, and upgrade your customer experience.
Do you want to be among the pioneers?
Addressing your customer experience and having it evaluated by a peer isn't very common in France, yet it has become essential. Why?
Imagine finally knowing what your guests see and feel when staying with you... with the seasoned eye of a professional.
An emotional story
Between a hotel you simply pass through and one you return to, there's an emotion, a story. Do you want to be chosen, or merely accepted by default? Your brand's impact is at stake.
There are details you no longer notice. With a 1-night immersion, I uncover them and provide you with an assessment and action plan within 72 hours.
What makes a hotel memorable doesn't cost more. It's visible, it's felt. And it's built. For your identity to become your primary growth driver, I offer an on-site immersion, an unfiltered diagnosis, and immediate actions.
Does this sound like you?
⟶ You have less than an 8 rating on Booking and want to gain that extra point that can change everything,
⟶ You want to increase your Occupancy Rate (TO) and GOP,
⟶ You want to increase your ancillary revenue (upsell, cross-sell): spa, restaurant, room service,
⟶ Your teams don't stay long enough to recoup the training investment,
⟶ OTAs are your primary distribution and visibility channel,
⟶ Customer reviews are lukewarm and not yet a showcase for you,
⟶ You want to give your guests those little extras that make all the difference and need an outside perspective and a magic touch.
The cost of inaction
An additional 1 Booking point can increase the price by 5.6%, and 2 points by 11.2%. (Cornell Study).
- According to TrustYou, the global leader in e-reputation management, 76% of travelers are willing to pay more for a higher-rated hotel.
- Loyal customers (the top 10% of clientele) spend on average 3 times more per visit than occasional customers. The top 1% even spend up to 5 times more! (Adobe Digital Insights Study).
- Retaining a customer costs 5 to 10 times less than acquiring a new one.
- Increasing customer retention by just 5% can boost a hotel's profits by 25% to 95%.
We know that a loyal customer spends on average 3 times more than a new customer. But for them to return, the stay must be flawless and offer true added value. Not just material, but especially human.
My audit isn't just about correcting errors; it's about ensuring your guests leave wanting to return.
I differentiate between a stay and a true experience.
I don't just protect your image; I protect your recurring revenue.
Do you know what it feels like to be a customer?
I have too often been that guest who:
Waits 30 minutes for a bathrobe and slippers that should have been in the room.
- Walks around the SPA twice to find the dirty towel bin.
- Doesn't see the prices of minibar items, so doesn't consume them.
- Faces teams operating in a 'do more with less' mode. Encounters operational hurdles.
- Is dismayed by the disarray in certain points of sale. Experiences cold, automatic, and impersonal service.
You don't know what it's like to be a guest at your own establishment.
Despite all the overnight stays, inspection rounds, and daily checks, you lack that fresh, external, and neutral perspective.
You think about revenue, occupancy rate, GOP, and staff turnover.
The guest thinks: How do I feel here? Do I feel seen, anticipated? Am I being well taken care of? Am I just another room number?
When I work with you, you...
1. Become the hotel guests choose first — without lowering your rates, redecorating, or launching an ad campaign, even if you're off the beaten path and have never received honest feedback on your guests' true experience.
2. Uncover your establishment's unique identity and transform it into an unforgettable experience — without hiring new staff, without renovating, even if your Booking.com rating has been stagnant for months, and even if you think you already have everything under control.
3. Turn your hotel's identity into a visible competitive advantage — without unusable theoretical reports, without PowerPoint training, even if your teams are stretched thin, and even if you don't have an hour to dedicate to a service provider.
4. Make your hotel the address people remember, recommend, and return to — without additional investment, without new offers, especially if you're an independent facing more powerful chains.
5. Offer an experience so deeply rooted in your identity that your guests can only find it with you, without a marketing budget, without additional digital tools, even if you're starting from scratch with your positioning.
6. Break free from hotel anonymity and become a benchmark in your area — without advertising, without flash promotions, even if your customer reviews are lukewarm, and even if you don't yet know what truly makes you unique.
My Four Offers:
- Day Immersion: An express flash audit.
- 24-hour Immersion: A revealing in-depth audit.
- Weekly/Monthly Support: Includes an audit, post-audit follow-up, and on-site team briefing.
- My Signature Offer:
It allows me to be the architect of your customer experience by engaging all five senses for total immersion and undeniable customer loyalty! Because a customer doesn't just come to sleep: they come to feel, discover, and test. This involves what they see, taste, touch (materials, surfaces, textiles), what they smell (fragrance), and what they hear (music or background noise)... because everything matters.
How?
Customer experience isn't learned from books; it's lived in the field.
We know that even the best team cannot provide quality service if it's bogged down by administrative and operational tasks.
A customer journey must demonstrate overall consistency and cohesion between departments. The customer must remain the central focus. Connection and engagement are the true added values—human added values.
A mistake is a stepping stone, not a dead end. I'll show you how to bounce back from an oversight, error, or failure to turn your customers into your best ambassadors, even after the incident.
I uncover the details that drive your customers away and transform them into loyalty drivers.
I've seen hundreds of customer journeys. I've tested what works and learned from what fails. Today, I put this experience at your establishment's service to help you avoid costly mistakes.
My Vision and Method
My superpower? Translating between your customers and you. Reminding hotels what customers are really saying. Customers don't share everything in the reviews they publish.
I infiltrate, I listen in, and I observe.
Today, I support hoteliers who are overwhelmed, bogged down in numbers, or dealing with emergencies. I help them see what they no longer perceive.
I immerse myself in your reality to track down blind spots and reveal the full potential of your service: the expert's eye, the truth from the field.
An expert's perspective, concrete solutions to boost your customer reviews.
My role? To be your external perspective, the one who never gets used to dysfunctions. I see those invisible details you no longer notice. I'm not about theory or numbers. I am a practitioner who sees, tests, and feels.
My approach is radical and pragmatic: I immerse myself in your establishment, I experience your customers' journey, and I deliver an unfiltered diagnosis, accompanied by immediately applicable solutions.
My obsession: that every touchpoint between you and your customer becomes an opportunity for loyalty. No 50-page reports that end up at the bottom of a drawer, but concrete actions to boost your reviews, motivate your teams, and secure your revenue.
Your Identity
Shall we talk about your identity?
It's who you are, your confident, asserted positioning.
Customers want a clear stance. They don't want lukewarm consensus.
I redefine your identity and use it to reshape your customer journey and experience.
Show that you are unique, and that this unique identity will leave a lasting impression on your customers and create emotion.
My Offers and Rates
Flash Audit: Day Visit
An expert's focused half-day assessment to identify immediate areas for improvement.
Flash Audit: Day Visit
Action: Observation of flows, maintenance of common areas, and team demeanor in real-time.
Focus: Reception, bar/restaurant, and living areas.
Deliverable: an immediate oral debriefing followed by a summary report.
Ideal for: A quick check-up or urgent course correction.
Mystery Shopper: 1 Incognito Night
Experience your customers' journey through my expertise to identify your levers of excellence and areas for improvement. I cast a fresh eye on what you no longer see and transform every detail into an opportunity to enhance your service.
Mystery Shopper: 1 Incognito Night
Immersion: Booking, overnight stay, dinner, breakfast, and service testing (Spa, valet, parking).
Focus: Operational details, cleanliness, clarity, consistency, team soft skills.
Deliverable: A comprehensive report (with an optional operational action plan) within 72 hours.
Ideal for: Obtaining a deep quality audit, preparing for an opening, preparing for the season, getting an overview of your customer journey.
⟶ Flash Audit Offer : €800 (excl. VAT) for 3 to 4 hours on-site with a summary report.
⟶ Mystery Shopper Offer (1 night): €1500 (excl. VAT). Stay expenses (room and meals) are extra. Full audit report.
⟶ Mystery Shopper 24H Offer with action plan : €1800 (excl. VAT).
⟶ Weekly/monthly follow-up: Full audit, detailed report, actionable plan, team briefing, and continuous customer journey improvement. Price on request depending on structure and frequency.
My Signature Offer:
I build your customer journey using the 5 senses to create an emotional anchor.
What you see: beauty, and above all, identity: creating beauty that reflects who you are.
What you smell : we play with essential oils and/or perfumes to transport the customer a little further... in each dedicated space.
What you touch : the quality of fabrics, tablecloths, and towels speaks volumes about you. Touchable artworks, local crafts to discover.
What you taste : your bar and restaurant, but not only. The treats placed in the room, as well as the minibar contents.
What you hear: music, background sound, birdsong.
Because everything matters!
My Signature Offer:
Service by service, we guide the client through their 5 senses to immerse them in your world.
It's a sensory journey that highlights and brings your customer journey to life in 4D.
This isn't for everyone. It's dedicated to those who want to stand out and offer an immersive experience to their customers.
To make your establishment a place that fosters emotional connections.
My Signature Offer:
Price: From €2500 to €4500 (excl. VAT), depending on size and services provided.
Includes:
• Current sensory audit
• A Sensory Moodboard: a model defining the desired atmosphere
Sourcing: partner research
• Implementation
• Implementation guide for the services concerned
After my intervention
⟶ Friction points will be seamless.
⟶ Your teams will know how to stay up-to-date with their operational processes to free themselves from mental burden when dealing with guests.
⟶ Your teams will know how to anticipate and prepare the ground for interactions with high added human value.
⟶ Your services will be the reflection and showcase of your identity. A unique, authentic, and confident identity.
⟶ The customer will be put back at the center of the sales process.
⟶ Your attention to detail combined with the highlighting of your identity will make your establishment a place people will travel to experience your tailor-made service.
Who Am I?
My 15 years of experience in hospitality within Swiss 4 and 5-star establishments taught me rigor, high standards, and the intricacies of the profession. I have over 1000 nights logged as an explorer of the world and of life. Solo, as a couple, and with family, I have tested hundreds of establishments worldwide. I want to put people back at the heart of the customer experience and re-humanize a sector too often operating under tight constraints. Taking care of your guests and your teams, because without them, nothing is possible. Maison JS Hospitality is the culmination of a professional journey that was sometimes demanding and a personal path rich in experiences.
I wear two hats: that of a professional who knows the inner workings of the industry, and that of a demanding client, with a heightened sensitivity to details.
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My Philosophy
As a French-Peruvian, I've had the chance to live and travel in this wonderful country. It's those who have the least who are the first to share the little they possess. This resulted in a life lesson and, above all, an indelible emotional imprint.
My Peruvian ancestors practiced Ayni: the idea that every act of kindness creates a lasting bond.
Today, I apply this ancestral wisdom to modern hospitality to transform your customer interactions into loyal and profitable relationships.
Anecdote
I was traveling in the mountains with my aunt, and we stopped at the home of one of her colleagues, a professor who lived deep in the countryside. He welcomed us as if he had known us forever, with warmth and joy. There was nothing in his house but an earthen floor and a roof. He brought out his stash of potatoes and cheese and placed them in the middle, asking us to share this meal with him and his family.
That was 20 years ago, and I still remember it. Everything starts with the intention you put into something! If such a modest gesture can leave such an impression, such a trail of humanity with so few resources, imagine what you and your team can achieve if you truly want to. No excuses!
It's not because...
⟶ You are a three-star hotel or residence, that your customer experience cannot be seamless, authentic, and unique.
⟶ You are a five-star hotel or residence, that your guests had a stay worthy of your stars.
I've often been asked what makes the difference between a hotel you simply visit and an establishment you return to. After years spent observing, testing, and dissecting the inner workings of the hospitality industry, I understood one thing: excellence isn't found in luxury, quality isn't hidden behind expensive brands, but in the heart you put into details and customer service.
I've seen magnificent establishments ruined by a cold, soulless check-in, and small structures become benchmarks thanks to extraordinary attention. I've tracked and analyzed these errors, and today I know how to transform them.
Because hospitality excellence begins where the guest feels recognized. I combine the wisdom of Andean reciprocity with unfiltered on-site analysis to transform every detail of your establishment into a driver of loyalty and profitability.
Do you feel your customer experience could reach the next level? Let's discuss it. I always respond enthusiastically to projects that place people at the heart of service.
Contact me by phone.
Contact me by email.
Maison JS Hospitality, Entreprise individuelle
Registered Office: 30 Avenue Maréchal Foch, Office 3, 69006 Lyon
SIRET: 104 577 457 00013
Publication Director: Jennifer Sartori
Website Host: Webflow
VAT not applicable, article 293 B of the French Tax Code.