SERVICE DESIGN & OPERATIONS

We design, build and implement service systems that drive behavior, revenue and guest experience.

From customer journey → to daily execution.

CONTEXT

Most organizations define service and invest in training.
Execution in daily operations remains inconsistent.
The gap is not intent — it is the absence of operational systems.

FROM DESIGN TO EXECUTION

Our work is structured in three parts.
01 — Design
Define how the experience should work.
Customer journey, critical touchpoints and experience concepts.
02 — Build
Translate design into operational systems.
SOPs, roles, behaviors and performance metrics.
03 — Implement
Ensure execution in daily operations.
Training, leadership coaching and performance follow-up.
Phases can be delivered individually or as an integrated program.

CASE

Selected work: From Multi-site to Single-Site Operators
Challenge
Inconsistent guest experience across locations and a weak link between guest interaction and revenue performance.
Actions
Designed the full customer journey and defined critical touchpoints.
Built operational systems including playbooks, SOPs, roles and performance metrics.
Implemented through leadership coaching and frontline training in daily operations.
Outcome
Increased consistency in execution across teams.
Improved guest interaction and engagement.
Stronger alignment between experience and revenue drivers.
Selected work across hospitality, leisure and service-based organizations:
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SELECTED CLIENTS
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Service design without operational systems does not scale.

Training without structure does not sustain.

WE BUILD BOTH.

ABOUT

I work where most consultants stop — in operations.

Depending on the engagement, I work independently or with a network of specialists.

With a background in hospitality leadership, my focus is to translate service strategy into structured execution and measurable performance.

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OSCAR LINDEBERG, CEO

A TALE ON GUEST EXPERIENCE

A Vesper Martini is, at its core, a simple drink.
But when it’s crafted in front of the guest, it becomes something else entirely.
It becomes: A moment -> A story -> A connection

Service design is about intentionally creating these moments.

Thinking through when, how, and why we do things — not just what we do.

When you step out from your comfort zone and interact or perform with the guest, you:
Build trust -> Create engagement -> Elevate perceived value & Open the door for conversation and relationship

But it doesn’t happen by accident.
It requires a clear concept, a strong story, and consistent training.

For me, this is where hospitality comes alive. I love interacting with the guest — because that’s where experience turns into memory.
Oscar on LinkedIn ->