Our services
Technology problems in hospitality rarely arrive labelled as technology problems. They show up as a go-live nobody feels sure about, an experience that changes from shift to shift, or a system the team has stopped trusting. Underneath, the causes are usually more human, and more fixable, than they look. These are the six situations that come up most, and how Unit 5 approaches each.
Pre-opening and Project Delivery
Opening dates and contracts tend to drive the plan rather than readiness. Requirements get written around features rather than service, data is migrated but never checked, and nobody has run a busy night on the new system. Unit 5 steps in before a platform is chosen or after the contract is signed, from pre-opening strategy and system selection through to launch. Complex rollouts and membership launches are led end to end and tested against real service before go-live, so the opening happens without disruption to service.
Customer Experience Transformation
The standard lives in a few people's heads. Technology, training and handovers were each fixed separately, so nothing holds the experience together between visits. Unit 5 builds customer experience thinking into the culture, joining up technology, people and process so members, guests and teams all feel the difference.
Revenue and Sales Strategy
Pricing was set at launch and rarely revisited, sales activity isn't tracked against outcomes, and the numbers sit in three different places. From membership pricing and yield to sales structure and performance tracking, Unit 5 turns commercial goals into clear plans grounded in your data and in how your operation really runs.
Operational Strategy
The good habits exist, but only in individuals. Without written standards a strong shift is down to luck, and new starters learn by guessing. Unit 5 turns what your best people do into SOPs, playbooks and team standards, so operators move from reactive to ready, with consistency across every shift and department. Led by a CIPD Level 7 qualified practitioner, the standards are built to be followed, not filed.
CRM & Data Optimisation
The system was set up around what the platform can do, not how the floor or teams works, so data entry feels like admin and the records go stale. Once you're live and adoption has stalled, Unit 5 rebuilds the CRM around how your team really works, bringing member data, processes and reporting together. Every build is designed for adoption from day one, so the team trusts what it sees.
Systems and Customer Experience Audit
The symptom shows up in one place (complaints, churn, a flat report) while the cause sits in another, because nobody has looked at systems, data and guest experience together. A short, focused piece of work. Unit 5 looks at your systems, data and guest experience side by side and tells you plainly what's working, what isn't, and why.
How Unit 5 works
Hands-on, not at arm's length. Delivery is embedded alongside your team rather than handed over as a report.
Discreet by default. Private members' clubs and high-net-worth environments run on trust, so confidentiality is built in from the first conversation, with NDAs in place early.
Measured by results, not go-live. A completed system is not the goal. The goal is measurable commercial return on the technology you've invested in.
Proven on live sites. Platforms implemented include Book4Time, GoCardless, Lightspeed, Mews, Opera, Peoplevine, SevenRooms and Stripe, across live, multi-site club environments in the UK, US and Middle East.
Engaged the way you need. A defined project, an ongoing retainer or a fractional director role (senior leadership embedded part-time), each set out in a clear scope of work.