Our Story

Having worked in customer service for my entire professional life, I understand first-hand what it means to put the customer first and how powerful it can be to turn a poor experience into a positive one. From starting out in catering in a dining hall, working both front and back of house, and serving across a wide range of events, to later leading Guest Services operations at a popular UK theme park, I’ve had the privilege of speaking to hundreds, if not thousands, of customers across the hospitality and attractions sectors.

Those experiences taught me that customer service is not just a 'support function', it is the heartbeat of any successful hospitality or attractions business. Every enquiry, every review, and every complaint is a moment that shapes how a brand is perceived. Handled well, those moments build loyalty, trust, and advocacy. Handled poorly, they quietly erode reputation and revenue.

Keystone was created to bridge a gap I saw repeatedly throughout my career. Independent operators and growing venues care deeply about their guests, but they are often stretched thin. Between running operations, managing staff, handling finances and driving growth, customer service frequently becomes reactive rather than proactive. Not through lack of intent, but through lack of time and resources.

Our mission is simple: to give hospitality and attractions businesses a professional, human customer service function without the cost and complexity of hiring in-house. Keystone exists to take pressure off owners and managers, ensure that no enquiry goes unanswered and make sure every guest interaction reflects the quality and values of the business itself.

We believe that great customer service should feel personal, consistent, and genuinely caring - not scripted, automated or outsourced to a call centre halfway across the world. That belief sits at the core of everything Keystone does.