We invest and focus one day, of our consulting services time and efforts in your business, understanding and observing the overall operation and focusing in all aspects of the customer experience from arrival to departure. As part of the first (1st) stage - observation process - we provide all our clients with a Customer Perception Survey (“Mystery Shopper”), which is the most accurate operational and marketing tool available to fine tune your business and we Benchmark the Industry and your Competitors to provide you with a comparative operational measurement for your business, based on national industry best practice standards, identifying your strengths and weaknesses and pinpointing possible areas for improvements.

During this Observation Process we focus and evaluate the customer perception of your company and business, as well as the industry and your competitors:


Each industry and business has different performance indicators reflective of their operational segment, and we assist you in benchmarking your specific industry and business whether it be a hotel, restaurant, coffee shop or other service company.

PMHG industry professionals are carefully trained in observation and survey techniques and they adhere to a strict, set procedure, which guarantees the report you receive are unbiased, extremely detailed and the equivalent of many casual customer encounters.





During the second stage we identify, develop and implement Best Practices Standards and Operational Manuals (Standard Operating Procedures – SOP’s). Comprehensive Best Practices and simple to use Operations Manuals will be prepared and tailor made to meet the specific operating environment of each individual operation, property or facility and brand. Departmentalized for quick reference and ease of use, we design a conventional manual incorporating detailed information, processes, systems and forms covering all aspects of the day-to-day operation.





We close the cycle and end the 360° Service “FIX” Solution Approach with tailored and business specific trainings and professional developments (courses, seminars, programs and certifications) of simple implementation and execution within the areas of opportunities observed and identified


As part of the closing process, we provide the Management Team with an additional Customer Perception Survey (“Mystery Shopper”), which is compared and measured against the original document provided and validates the effectiveness of the overall 360° Service “FIX” Solution Approach specifically used for your organization.

During the complete process we provide a full General Consulting and Advising Service within the following areas of your business:


As part of our service agreement we continue to visit your company once a month to follow up on our specific recommendations and meet one-on-one with your team to refresh and provide continues improvement and service excellence.

Improve your business and stay ahead of your competitors by contracting our professional services (360° Service “FIX” Solution Approach) and basing your managerial decisions on measured reality and not on risky assumptions.




We provide consulting services which focus on advising companies on the best ways to manage and operate their business. PMHG will provide assistance with though decisions, second professional opinions on how to handle some important issue, business strategies and operational techniques, among other company specific needs.