East Africa's First Hospitality Intelligence Firm

We make performance
visible. And measurable.

Anonymous service diagnostics and frontline training — combined in one engagement. Based in Nairobi. Serving Africa.

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72hReport Turnaround
100%Anonymous Always
1stIn East Africa
AfricaWe Serve
About White Glove

Built from the floor up.

The gap between how an operation performs and how its owner believes it performs is where revenue goes to disappear.

White Glove Consultancy was built to close that gap. As East Africa's first hospitality intelligence firm, we provide restaurant and hotel operators with something most have never had — an honest, evidence-based view of their own operation, observed anonymously and delivered with precision.

We visit as real guests. We score every touchpoint. We quantify what it is costing you. And unlike every other service in this market, we do not stop at the report. We return to the floor and we fix what we found.

White Glove Consultancy team
What We Do

Three ways we transform performance.

Each service is designed to work independently or as part of a comprehensive engagement. Every engagement begins and ends with your real guest experience.

01
Service Performance Diagnostics

Our auditors visit your operation as real guests and score every touchpoint against our diagnostic framework — from arrival to farewell.

  • Anonymous guest visit, staff never know
  • White Glove diagnostic framework
  • Service Performance Index 0–100
  • Revenue leakage quantified
  • Intelligence Report within 72 hours
  • Leadership debrief session
↗
02
Frontline Training & Calibration

No theory. No PowerPoints. We return to the floor and train your team on real observations from your own property. Behaviour changes when it is corrected in context.

  • On-site floor training
  • Built from your own audit findings
  • Upselling language and sequencing
  • Live roleplay and correction
  • Individual staff commitments
↗
03
Ongoing Performance Monitoring

For operators who want sustained intelligence, not a single snapshot. We audit on a rolling cycle, track your scores over time, and hold your team accountable month after month.

  • Monthly anonymous audit visit
  • Monthly Intelligence Report
  • Score tracking over time
  • Monthly accountability call
  • Minimum 3-month commitment
↗
Client Voices

What Our
Clients Say

★★★★★

"The diagnostic report was uncomfortable to read — which is exactly what we needed. Within three months, our service scores had improved dramatically and our team's behaviour had completely shifted."

General Manager
Fine Dining Restaurant, Nairobi
★★★★★

"The training that followed the audit was unlike anything we had experienced. It was built from our own results — our own failures — and it landed with the team in a way that no generic training ever has."

Director of Operations
Corporate Dining Group, Kenya
★★★★★

"After the audit and training cycle, our average spend per cover increased by 22% within six weeks. The upselling coaching alone has paid for the engagement several times over. This is not a cost — it is an investment."

Owner & Director
Luxury Beach Resort, Watamu
★★★★★

"We brought White Glove in across two of our Lagos outlets. The findings identified revenue leakage we had been unable to trace internally. Within 90 days, both locations had recovered measurable revenue and our guest return rate had visibly improved."

F&B Group Director
Restaurant Group, Lagos
★★★★★

"There is genuinely no one else in East Africa doing what White Glove does. The combination of anonymous diagnostics and on-site training in one engagement is exactly what this market has been missing."

F&B Director
5-Star Property, Nairobi
How It Works

From enquiry to results.

Every engagement follows the same rigorous process — from the first call to the final training session. No shortcuts. No theory. Just results.

01
Briefing

A 20-minute discovery call. We understand your property, your concerns and your objectives. Proposal sent within 48 hours.

02
Anonymous Visit

Our consultants arrive as real guests. Your staff never know. Every interaction is observed, scored and documented.

03
Analysis

All findings are scored, classified and contextualised against our diagnostic framework. Revenue leakage is quantified.

04
Report

Your full Intelligence Report is delivered within 72 hours — directly to you and no one else.

05
Training

We return to the floor. Live training built from your own findings. Real behaviour change — not theory.

Engagement Levels

Tailored to your property.

Every engagement is scoped and priced based on your property, team size and specific objectives. Book a discovery call and we will recommend the right level for you.

Level I
Structured Performance Audit

One anonymous visit + Intelligence Report + debrief

  • One anonymous guest visit
  • White Glove diagnostic scoring
  • Revenue leakage assessment
  • Intelligence Report within 72hrs
  • Leadership debrief session
Level I.I
Dual-Visit Performance Audit

Two anonymous visits — one peak, one off-peak

  • Peak & off-peak comparison
  • Comparative dual-visit report
  • Revenue leakage assessment
  • Leadership debrief session
Level II
Audit + Team Calibration

Two visits + floor training + 30-day follow-up

  • Two anonymous guest visits
  • Intelligence Report within 72hrs
  • Leadership alignment session
  • Front of house floor training
  • Revenue upsell coaching
  • 30-day virtual follow-up
Level III
Full Performance Integration

Everything in Level II + live shadowing + sustained accountability

  • Individual staff scoring
  • Live peak service shadowing
  • Surprise spot-check at 60 days
  • 60-day follow-up session
Retainer
Ongoing Performance Monitoring

Monthly anonymous visit + report + accountability

  • Monthly anonymous audit visit
  • Monthly Intelligence Report
  • Score tracking over time
  • Monthly accountability call
  • Minimum 3-month commitment
Payment
KES · USD
GBP · EUR

Pricing is tailored to every property. Book a call and we will scope the right engagement for you.

Pricing is tailored to every property. We accept payment in KES, USD, GBP and EUR.

Get a Custom Quote
The Person Behind the Work

Built for precision.

White Glove engagements are led by a founder who has worked at the highest levels of the global hospitality industry — and built this firm to bring that standard to Africa.

Josephine Gacau — Founder
"
Your guests are experiencing your business every day without you. White Glove shows you what they are experiencing — and gives your team the tools to make it exceptional.— Josephine Gacau, Founder

Africa's best operators deserve the same level of intelligence about their businesses that the world's best restaurants take for granted.

Josephine Gacau trained in the United States' most demanding fine dining environments — institutions that operate at the standard Europe reserves for Michelin stars. She returned to Nairobi with one conviction: that Africa's best operators deserved the same level of intelligence about their businesses that the world's best restaurants take for granted.

White Glove is that conviction, built into a firm.

Josephine Gacau
Founder & Lead Consultant
Trained in the USA's Premier Fine Dining · Nairobi, Kenya
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Get Started

Book a consultation.

Fill in the form and we will respond within 24 hours to schedule your discovery call. No commitment required.

Whether you are a restaurant owner concerned about service consistency, a hotel group looking to standardise performance across properties, or an operator preparing to scale — White Glove has an engagement designed for you.

Every enquiry is handled with complete confidentiality. We do not disclose client names or engagement details to any third party.

Emailinfo@whitegloveconsultancy.com
WhatsApp+254 745 882 043
Websitewhitegloveconsultancy.com
Based InNairobi, Kenya · Serving Africa
ResponseWithin 24 hours of enquiry
PaymentM-PESA · Card · Bank Transfer · KES, USD, GBP & EUR accepted

All enquiries are treated with complete confidentiality. We will never disclose your name, property or concerns to any third party. A signed NDA covers every engagement.

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