HOSPITALITY CONSULTING + CUSTOMER EXPERIENCE
See Your Business Through Your Customer’s Eyes.
Dwyer Consulting Company helps hospitality and service-driven organizations uncover friction, strengthen performance, and elevate the customer experience.
Your customers notice what your organization may no longer see.
When you're immersed in the day-to-day, small points of friction can become part of the routine. An inquiry that sits unanswered, an inconsistent service standard, a missed sales opportunity, or a customer journey that simply doesn't feel as seamless as intended.
The experience you intend to deliver isn't always the experience your customer actually receives.
Real insight. Meaningful impact.
Your business is full of moving parts. Sometimes, the biggest opportunities are hiding in the details you see every day.
An outside perspective can reveal what is working, where friction exists, and where small changes can create meaningful results.
Allow Dwyer Consulting Company to take a closer look. Through strategic insight, objective assessments, and hospitality-inspired thinking, we help organizations uncover opportunities and turn observations into action.
Expertise That Drives Impact
Sales & Service Performance
Optimizing sales execution, customer service delivery, and workflow efficiency to drive commercial performance across hospitality organizations.
- ✓ Pipeline & conversion rate diagnostics
- ✓ Speed-to-lead & inquiry response optimization
- ✓ Tailored Standard Operating Procedures (SOPs)
- ✓ Sales coaching & fractional leadership
Speaking & Experiences
Engaging keynotes and interactive presentations centered on modern customer experience, sales strategy, and human-first hospitality.
- ✓ Signature Keynote: "Customer Service Through Hospitality"
- ✓ Modern lead generation & relationship building
- ✓ Storytelling frameworks that close deals
- ✓ Custom executive retreats & workshops
CX Audits & Assessments
Uncovering critical insights into your customer journey through anonymous evaluations, secret shops, and detailed performance reviews.
- ✓ Proprietary 100+ point luxury evaluation criteria
- ✓ Analysis of arrival, ambiance, verbiage & service cadence
- ✓ In-depth executive debriefs with your leadership team
- ✓ 100% discreet, anonymous, and customized
Hospitality-Inspired CX
Translating world-class hospitality practices into everyday business operations to cultivate loyalty and memorable customer journeys.
- ✓ Implementing proven 5-star hotel service philosophies
- ✓ End-to-end touchpoint mapping & friction reduction
- ✓ Fostering empathy, proactive anticipation & recovery
- ✓ Transforming transactional touchpoints into emotional connections
Our Strategic Approach
A streamlined, proven roadmap designed to turn insights into measurable growth.
Discover
We begin with an initial conversation to understand your business, goals, challenges, and where you believe opportunities may exist.
The objective is to gain the 30,000-foot view before determining where deeper analysis is needed.
Assess
Through observation, data, conversations, and operational review, we identify gaps, friction points, untapped opportunities, and areas where small shifts could create meaningful impact.
No two engagements look exactly the same.
Act
We translate our findings into practical recommendations, clear priorities, and an actionable roadmap your team can implement.
The goal is not simply to identify what could be better. It is to help you understand what to do next.
Fresh perspective. Clear direction. Meaningful action.
Who we are. What we do. Why it matters. How to work with us.
Who We Are
A boutique, executive-level hospitality consulting firm founded by Heather Dwyer, bringing 20+ years of luxury hotel, group sales, and commercial leadership to every advisory relationship.
What We Do
We provide objective customer journey evaluations, secret shops, sales process audits, workflow redesign, and high-impact keynote presentations for hospitality and corporate leaders.
Why It Matters
In high-touch hospitality, small operational blind spots lead to lost bookings, delayed inquiries, and diluted guest loyalty. We identify friction points before they become costly habits.
How to Work With Us
Begin with a 30-minute discovery conversation to align on priorities. We then conduct an impartial assessment and deliver practical recommendations with an actionable roadmap.
Frequently Asked Questions
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We work with hospitality-focused organizations, sales teams, customer experience teams, leadership groups, and businesses looking to improve performance, service, and the overall customer journey.
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A CX Assessment provides an objective look at your customer journey. Through observation, secret shops, assessments, and operational review, we identify strengths, gaps, and opportunities to improve the overall experience.
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A Secret Shop allows us to experience your business from the customer's perspective. We evaluate key moments throughout the journey and provide detailed observations and actionable recommendations.
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We begin by understanding your business, goals, and challenges. From there, we assess the current experience, identify opportunities, and provide clear recommendations and an actionable path forward.
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While our foundation is deeply rooted in hospitality, the principles of exceptional service and customer experience can be applied across many industries and organizations.
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We set up a Discovery call. You tell us about your business, goals, and the challenges you're facing, and we'll help identify the best next step.
READY TO CREATE MEANINGFUL RESULTS?
See what a fresh perspective and the right strategy can do for your business.
