Willoński Lab
Willoński Laboratory

Acoustics Based
Boutique Research Center

We study the voice, the pause, and the manner of service — and translate the acoustics of hospitality into protocols luxury brands can train, audit, and trust.

About us

A boutique lab for the acoustics of service

Willoński Lab studies the voice, the pause, and the manner of premium service. We combine acoustic analysis, behavioural science, and decades of hospitality experience to measure what guests feel but rarely name — warmth, composure, attention, trust.

Our clients are high-end hotels, luxury boutiques, fine dining rooms and concierge services who treat hospitality as a discipline. We deliver audits, training, and research the rest of the industry doesn't have the instruments to produce.

Our service

Customer Experience Audit

We analyze the phone calls and in-person interactions of receptionists, hosts, and front-of-house professionals for the world's most demanding rooms — high-end hotels, luxury boutiques, fine dining. Voice, manners, politeness, composure: measured, trained, tested.

Vocal customer service

Recorded phone interactions are scored on warmth, clarity, latency, and recovery. Every line of the call surfaces in the report.

In-person service

Greeting, posture, tone and pacing on the floor — trained against the acoustic and behavioural standards of top-tier hospitality.

Sample report

Download an example audit of your vocal customer service

A real, anonymized phone-call audit — call by call, second by second.

Download example
Research

Key papers

Peer-reviewed work on the acoustics and behaviour of premium service. Each paper informs the audits we deliver.

Paper · 2025

Acoustic Signatures of Hospitality

How fundamental frequency, prosody, and micro-pauses in a host's voice predict guest satisfaction across 1,200 luxury hotel interactions.

Paper · 2024

The Phonetics of Politeness

A cross-cultural study of formant patterns and intonation contours that listeners universally perceive as warm, competent, and trustworthy.

Paper · 2023

Voice Under Pressure

Measuring jitter, shimmer, and breath control in front-of-house staff during high-stress service moments, and the training protocols that stabilize them.