Guest Experience Matters
Elevating Every Experience
I'm Hunter Mays. I help restaurant operators refine their service, sharpen guest experiences, and help teams truly look after each guest — with honesty, passion, and relentless execution.
Why Work With Me?
There's no shortage of consultants. Here's the difference.
I didn't learn this industry from a textbook. I've washed dishes, run the line, managed the floor, and sat in the GM chair. When I walk into your operation, I know exactly what I'm looking at — and I know what it takes to fix it.
You don't need someone to validate what you're already doing. You need someone who will tell you what your guests are actually experiencing — and give you a clear path forward. That's what I do, every time.
I don't hand you a report and disappear. I get in the trenches, work alongside your team, and stay until the standard is set. My success is measured by yours — and I take that seriously.
What I Stand For
I tell you what you need to hear, not what you want to hear. Clarity is the foundation of every engagement.
My word is my contract. I operate with transparency and hold myself to the same standards I set for your team.
Strategy without execution is just conversation. I roll up my sleeves and make things happen.
I love this industry. That love shows in every recommendation, every training session, every detail I refine.
I exist to serve — your guests, your team, and your vision. That commitment never wavers.
The Service Ladder
Four ways to work with GEM — from a single unannounced look to a full embedded overhaul. Every tier is built around one goal: guest experience that shows up on the P&L.
One or two unannounced visits into your operation — documented with photos and structured observations. No advance notice, no performance for the camera. Just what a real guest actually experiences.
Best for: Owners who want an honest baseline or a gut-check before bigger changes.
In-person sessions built around a specific outcome — team alignment, a service standard reset, a leadership push. Groundwork, The Deposit, The Payoff, and The Yield each serve a different moment in your team's development.
Best for: Teams that need a concentrated push, not a long engagement.
A defined project scoped at roughly 10 hours per week — GEM works inside your business on a specific problem until it's solved. One scope, one timeline, no open-ended retainer.
Best for: Single-unit or small multi-unit operators with a defined problem to solve.
Fully custom engagements for operations that need more than a project — intensives, major overhauls, deep embedding as a fractional Guest Experience Officer, or multi-unit chains of 6 or more locations.
Best for: Growing chains, ownership transitions, or operators who want an ongoing GEM presence.
Not sure where you fit?
Start with a $30, 15-minute Diagnostic Call — a quick, low-cost conversation to talk through where your guest experience stands and which tier makes sense. No pressure, no pitch deck.
Let's Talk
Ready to elevate your operation? Reach out — I respond to every inquiry personally.