HOSPITALITY CONSULTING, AUDITS & IMPLEMENTATION
Specialists in guest experience, customer service and operations for hospitality businesses
If your accommodation, food service venue or hospitality business isn’t performing the way it should (or used to), we’ll help you discover why.
Get clear, strategic direction and prioritised actions so you know what needs to change and where to focus your time.
Built by operators who understand marketing, not marketers trying to understand hospitality
35+
Years operating real hospitality venues
#2
In Africa, Hostelworld Hoscar Award
★★★★★
"Irena and Maddy are like business
fairy godmothers."
- Kara Rasmussen,
The Monday Kitchen
"I know something isn't working, but I don't know where the problem is. And everything feels like too much to fix."
Most businesses think they need more marketing. So they pour money into Instagram management, Facebook ads, start a TikTok account. And the numbers still don't shift.
That's because marketing isn't usually the problem.
Most businesses don't have one major issue. They have small gaps across the experience, operations and positioning that, over time, add up to something that no longer performs the way it should.
With the constant demands of running the business, decisions get made in isolation, often in response to individual problems.
What was once a clear, strong direction becomes diluted, and it becomes difficult to bring the business back into alignment and keep growing.
That’s where we come in.
We’ll review what’s working, identify what’s not and show you how to elevate your entire experience to feel exceptional for your guests.
Where things aren’t working as they should…
Accommodation Businesses
• Low occupancy despite good reviews
• Guests not returning or rebooking
• Over-reliance on booking platforms (Airbnb, Booking.com)
• Discounting to fill rooms
• Inconsistent guest experience between stays
• Poor communication before arrival
• Operational disorganisation behind the scenes
• Staff not delivering the level of service expected
• Property feels tired, but you’re not sure what to change
• Great location, but it’s not converting into bookings
Food & Beverage Venues
• Busy days/nights but low profit
• Inconsistent service depending on staff
• Customers not coming back regularly
• Poor flow during peak service
• Staff turnover or lack of accountability
• Menu that isn’t working as well as it should
• Strong concept, weak execution
• Reviews mention the same issues repeatedly
• You’re always putting out fires during service
• It feels harder than it should be to run
Guest-Based / Experience Businesses
• Bookings have slowed or plateaued
• Guests enjoy it, but don’t return
• Experience feels good, but not memorable
• Hard to communicate the value of what you offer
• Pricing doesn’t reflect the experience
• Inconsistent delivery across staff or sessions
• Guests feel confused or unsure at key moments
• You’ve outgrown your original setup
• The space or flow doesn’t match the vision
• You know it could be better, but can’t pinpoint how
"What shifted wasn't just tactics, it was how I think about my business. Every conversation left me asking, 'how can I better please my clients? How can I make my offering suit them to the max?'"
- Kara Rasmussen, The Monday Kitchen
OUR APPROACH
We assess your business across the full guest journey — discovery to departure — which looks at positioning, operations and conversion to find where they're out of alignment.
It’s rarely one single issue - it’s how everything connects
Most businesses try to fix individual parts… marketing, service, operations.
But performance isn’t driven by one area alone.
It’s how the entire experience works together.
When one part shifts, it affects everything else, and ultimately, how the entire experience performs. That’s exactly how we can help.
HOW WE WORK
Step 01
Audit & Roadmap
A complete review of your business, from first interaction through to post-visit experience.
We look across positioning, operations and conversion to find where performance is slipping, where revenue is being lost, and where opportunities are being missed.
You'll receive a comprehensive Audit Report and Roadmap. A clear, structured plan outlining exactly what to fix, where to focus, and how to move the business forward.
This includes:
A diagnosis of where bookings, revenue and guest experience are breaking down
The specific friction points across your guest journey
A prioritised set of high-impact actions, ranked by effort and return
A clear direction on what to tackle first
$750 AUD
Looking for more support for implementation?
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Some clients finish the audit with everything they need to move forward on their own. Others want support putting the changes in place. Both are completely fine.
If you'd like us to stay involved, we'll talk through what makes sense to implement, in what order, and where it will have the greatest impact. From there, we scope a tailored plan based on your priorities and the opportunities surfaced in the audit.
This might include:
Creating marketing and design assets aligned with your positioning
Refining or rebuilding key parts of the guest journey
Developing operational systems, manuals and internal documentation
Training staff to deliver a more consistent, aligned experience
On-site visits to assess the experience in person
Ongoing refinement as changes are implemented
By proposal. Custom scope & pricing.
"I came to them lost about who my clients were and how to reach them. What shifted wasn't just tactics, it was how I think about my business."
- Kara Rasmussen, The Monday Kitchen
MEET YOUR TEAM
Two brains that get it,
because we’ve been where you are
Our expertise isn't from reviewing businesses from the outside. It's from building and running them, and knowing what 4-star-reviews feels like from the inside. We’re operators who understand marketing. Not marketers trying to understand hospitality.
Maddy
CO-FOUNDER · HOSPITALITY & MARKETING
Maddy spent over 25 years in marketing and hospitality management. She ran a hospitality marketing agency and co-founded Art Roll Gold Coast. She understands what it takes to build a brand that converts, and what gets lost when the guest experience doesn't match the promise.
25+ years industry experience
Hospitality marketing agency founder
Co-founder, Art Roll Gold Coast
Irena
CO-FOUNDER · OPERATIONS & EXPERIENCE
Irena co-founded an award-winning surf and yoga hostel in Morocco, ranked #1 in Morocco and #2 in Africa at the Hostelworld Hoscar Awards, and featured in Lonely Planet. She knows what it takes to build a guest experience people genuinely rave about.
#1 in Morocco · Hostelworld Hoscars
#2 in Africa · Hostelworld Hoscars
Featured in Lonely Planet
WHAT CLIENTS SAY
From great
to remarkable.
★ ★ ★ ★ ★
“I've worked with marketing agencies on and off for years, and honestly, none of them felt like this. Habitat cut through all the noise I'd built up around my brand and helped me see what actually matters. I walked out of our session with a clear direction and a real plan, and feeling lighter than I had in a long time. Can't recommend them enough.”
Elisha O.
Event Manager, Gold Coast
★ ★ ★ ★ ★
"When I first reached out to Habitat, I was trying to get the business up and running but felt completely lost about who my clients would be and how to reach them. What shifted through working with Irena and Maddy wasn't just tactics, it was how I think about my business. Every conversation left me asking, 'how can I better please my clients? How can I make my offering suit them to the max?' Honestly, they're like business fairy godmothers. Their communication is A+++, their emails and how-to guides are perfect, and their suggestions are the small things that genuinely elevate the brand and the offering. Don't hesitate - nourish your business with a perspective that sees it all."
Kara R.
The Monday Kitchen, Brisbane
★ ★ ★ ★ ★
“Setting up on Airbnb and Booking.com felt overwhelming until we worked with Habitat. They handled everything: profiles, professional photography, listing copy. The result completely changed how our Surfers Paradise apartment was presented online. If you're setting up or optimising a short stay property, these are the people to call.”
Anna S.
Airbnb Host, Gold Coast
FAQs
-
It’s a complete review of your business across positioning, operations and conversion.
We assess how your business is presented, how it actually runs, and how effectively it turns interest into bookings and revenue.
You’ll receive a structured report outlining what’s working, where things are breaking down, and exactly what to do next for highest impact.
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Businesses that are already operating and generating enquiries or bookings, but feel there’s a gap between effort and results.
It’s particularly useful when something feels off, but it’s not clear where the issue sits.
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This process is most effective for businesses that are already running.
We need real interactions, systems and customer flow to assess what’s happening and where improvements can be made.
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You can choose to implement the plan internally, or continue working with us.
If you’d like support, we’ll scope a tailored implementation plan based on your business and provide a clear quote.
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Typically 1-2 weeks, depending on the complexity of the business and access to information.
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We’ll send you a short questionnaire to start with a solid foundation of where your business is at. We might ask for extra links and information to get a full picture if required.
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Yes. The Audit & Roadmap is done online, and most implementation support can be conducted remotely too. We’ll discuss your personal needs on the call.
GET IN TOUCH
Let’s chat
We read every enquiry personally. You'll hear back from Maddy or Irena. Not an assistant. Not an auto-responder.
Or, email us at:
studio@habitathospitality.com.au
Based in Australia · Working globally
We'll be in touch within 48 hours.