Viktorija Paplauskienė
Hospitality & Guest Experience Studio
Hospitality CX & Service Standards
Service culture that holds up under pressure
Great service isn't a script — it's a hundred small decisions made consistently, under pressure, by people who understand why they matter. We work inside restaurants, hotels, and private brands to close the gap between what a service standard says on paper and what actually happens on the floor.
WHAT THIS COVERS: Guest journey mapping — every touchpoint from arrival to departure, designed on purpose, not by accident. FOH/BOH alignment — the kitchen and the floor working off the same standard, not two different ones. SOPs that hold up under a Friday night, not just in a training manual. Mystery audits and on-site quality control — an honest read on what guests actually experience. Hands-on training that changes floor behaviour, not just a slide deck people forget by Monday.
Training That Transforms,
Not Just Informs
Most training ends when the session does. Ours doesn't. It's built to change how your team thinks and works on the floor — weeks after we've left the building.
Every module is built around real skills, not theory: guest journey mapping, FOH-BOH communication, on-floor leadership, and the judgment calls that separate good service from forgettable service.
No generic scripts, no filler modules — just what your team needs for the floor they're actually working.
Luxury hotel, dynamic restaurant, or private brand: the training is built around your operation, not a template.
The result is service your guests notice, remember, and come back for.
From Concept to Culture
Advisory & Training Services
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Concept Creation & Brand Positioning
We help you define who you are, sharpen your story, and find the edge that sets you apart — from ethos to execution. -
Guest Journey Engineering
We design your service style around your concept, your menu, and how your guests actually think — including beverage pairing and every sensory detail along the way. -
Pre- & Post-Opening Support
We get you fully operational — systems, teams, and standards ready to perform from Day One. -
CX-Led SOPs & Rituals
We build SOPs your team will actually use — consistent enough to rely on, flexible enough to still feel personal. -
Turning Experience Into Revenue
Great guest experience should show up on the P&L. At The Guild, we redesigned the guest journey and lifted average check by AED 30 and Google rating by a full star within months. -
Operational Audits, L&D & Performance Coaching
We bring in a bench of inspectors who've worked at the top of the industry, back every review with data-driven reporting, and pair it with hands-on coaching that sharpens service, lifts morale, and moves revenue. -
Mystery Audits & Guest Experience Insights
Discreet, experience-first audits run by seasoned inspectors from across the industry — turning what guests actually notice into a clear, data-backed report on where to refine.
