East Africa's first anonymous hospitality intelligence firm.
Founded to help businesses see themselves the way their customers actually see them.
Josie Gacau
Founder, White Glove ConsultancyAfter more than seven years building customer service excellence for major international brands in Chicago, Josie Gacau moved back home to Kenya. What she found surprised her. Hotels, restaurants, retailers, and spas across the country were often genuinely impressive businesses, yet time and again she found herself reluctant to return, simply because of how she was treated as a customer.
That gap, between how good a business could be and how it actually made customers feel, was too big to ignore. Customer service is the heart of every business, and Josie decided to fill that gap herself, bringing the standards of customer excellence she had built in Chicago back home to Kenya.
She founded White Glove Consultancy as East Africa's first anonymous hospitality intelligence firm, sending trained associates in as real guests to see exactly where that gap was showing up, then building the training to close it. Today, that same standard is expanding beyond hospitality, through White Glove Frontline, to serve retail stores, salons, spas, and wellness businesses across the region.
Built on what we saw with our own eyes.
White Glove Consultancy began in hospitality, as East Africa's first anonymous hospitality intelligence firm, sending trained associates into hotels, restaurants, and resorts as real guests to report back exactly what was happening on the ground.
That work revealed something bigger. The gap between intention and experience isn't unique to hospitality. It shows up in a retail store, a salon chair, a spa reception desk. White Glove Frontline was built to bring the same rigor to those businesses, with anonymous audits and hands-on training wherever customers are being served.