Service standards development

When you need it

• You're opening a venue or a chain and want to get service right from day one.
• You have several locations, and each one serves guests its own way.
• You have a standard, but nobody reads it: it's too long, too abstract or out of date.
• You are a franchisee and want to adapt the brand standard to local guests.

What's included

• The guest journey, stage by stage. From the first call or Telegram message to the farewell. For each stage: what the staff member does and how it looks from the guest's side.
• Target times. How many minutes a guest can reasonably wait for the menu, a drink, the first dish and the bill, depending on how busy the room is.
• Critical errors. Things nothing can make up for: a dirty toilet, a mistake on the bill, a charge added without warning.
• Key phrases. Short lines for key moments: greeting, recommending, apologising for a delay. Not a script, just something to lean on.
• Audit checklist. The same standard turned into items with weights and clear answer options.

How we work

First, we look at how things are now: we run one or two mystery guest visits and talk to your managers. Then we draft the standard, discuss it with you and your team and revise it. After roll-out, we run follow-up visits against the new checklist.

Local specifics

A standard for Uzbekistan takes local guest habits into account: the tea ceremony and how tea is served, large groups and family celebrations, bookings via messengers, payment by card and through apps. We pay particular attention to transparency around the service charge: in November 2025, the Competition Promotion and Consumer Protection Committee reminded businesses that guests must be informed about charges in advance.

What you get

• A service standard in the form of a document for your team.
• An audit checklist with weights and target times.
• Recommendations on training and roll-out.
• Optionally: a series of follow-up mystery guest audits against the new standard.