Hospitality that holds up on Saturday night.
Townferry develops and operates boutique hotel and dining concepts where training, maintenance, and guest recovery are managed proactively — not left to whoever happens to be on shift.
Recent clients
Every step written down. Nothing proceeds past the review gate unsigned.
- 01assessmentMystery stay or dine, scored scorecard, and priority list ranked by measurable guest impact.
- 02implementTraining sprints, checklist rollout, and weekly audits for the first ninety days to embed the changes.
- 03steady.stateMonthly metrics review, seasonal staffing adjustments, and annual SOP refreshes.
In production
8
Properties supported
4.6
Average guest rating
22
Years in hospitality
93%
Repeat visit rate
01
Hotel operations
Front desk, housekeeping, and maintenance routines with nightly audit checklists and a clear chain of escalation. We set par levels for linens and amenities, establish turnover sequences by room type, and define the standard for a room signed off as ready. Supervisors are trained to identify and correct issues before the guest encounters them.
02
Restaurant service
Floor training, reservation flow, and peak-period staffing models calibrated to your cover count and kitchen speed. We build pre-shift briefs, section charts, and table-turn protocols that let good servers do their jobs without improvising. Menu knowledge and allergen training are delivered before service, not briefed during it.
03
Pre-opening support
SOPs, hiring timelines, and soft-opening plans built around your concept and physical layout before public launch. We run mock service days to identify flow problems in the space, not in front of paying guests. Opening checklists are documented so the second weekend runs as well as the first.
04
Guest recovery
Escalation paths and compensation guidelines staff can apply without hunting for a manager at peak service. We train teams to resolve complaints at the point of contact rather than referring upward by default. Recovery costs are tracked by category so patterns become training opportunities, not recurring surprises.
How it works
A written loop, with a gate before anything ships.
Each engagement is the same shape. The interesting part is not the sequence — it is where the sequence stops and waits for you.
01
Assessment
Mystery stay or dine, scored scorecard, and priority list ranked by measurable guest impact.
02
Implement
Training sprints, checklist rollout, and weekly audits for the first ninety days to embed the changes.
03
Steady state
Monthly metrics review, seasonal staffing adjustments, and annual SOP refreshes.
What people say
The people who signed off on the work.
Guest scores moved six points in a quarter because housekeeping and front desk finally shared the same definition of ready.
Isabelle Marchand
Hotel owner
Our weekend service stopped falling apart when they rebuilt the section chart and pre-shift brief. Simple, but we had never written it down.
Carlos Mendez
Restaurant operator
Questions
The ones we get asked before the work starts.
- Do you manage properties directly?
- We operate select assets under a management agreement and advise others on an advisory retainer. Scope, fee structure, and performance metrics are defined in the engagement letter before we begin — no ambiguity about who makes which decisions.
- Can you help with branding?
- We focus on operations and the guest experience rather than brand identity or marketing creative. For branding needs we refer to specialist partners with whom we have worked and whose work we can stand behind.
- Do you work with seasonal properties?
- Yes. Opening and closing checklists, winterisation schedules, and rehire plans are part of our seasonal operations playbook. We recommend completing training in the two weeks before soft opening, not the night before peak season.
- How do you measure improvement?
- Guest review scores, front-desk complaint logs, and internal audit scores tracked monthly. We set a baseline in the assessment phase and report against it at each review — not against a generic industry benchmark.
Write to Townferry
Hotels and dining concepts operated for consistency guests can feel every visit.
Contact
Ask something specific.
Tell Townferry what you need and we will come back with a written next step, not a brochure.
- hello@townferry.com