School of Service · Service design
Bring your guest promise to life. Every day.
What should guests experience with you, and what does the team need to do to make it happen? We help you develop specific guest interactions, train the team and support leaders in daily operations.
How we work
Design. Practise. Follow up.
We observe real operations, listen to the team and identify situations where a change could make a difference.
The guest promise becomes clear behaviours, roles and short practice sessions. The team tries the approach and we refine it together.
We coach during service and follow up on both daily practices and the results you want to influence.
Choose the scope to fit your needs
Start with one priority guest interaction.
Focus offers a clear starting point for a specific operational improvement. Development suits work across several guest interactions and departments. Both combine on-site observation, training and regular leadership support.
3 months · Start here
Focus
Improve an important guest interaction and give leaders a practical approach to sustain.
From SEK 89,000
Excluding VAT · One location and one department.
- 3 on-site visits of around 4 hours each.
- 5 online leadership sessions.
- 2–3 behaviours supported by practical behaviour cards.
- A pre-shift template and a simple follow-up tool.
- Feedback after visits, a final report and a plan for the next 90 days.
6 months · Several guest interactions
Development
For teams developing several departments and guest interactions, with clear roles and handovers.
From SEK 159,000
Excluding VAT · One location and up to three departments.
- 6 on-site visits of around 4 hours each.
- 10 online leadership sessions.
- Up to 6 behaviours, introduced in stages.
- A defined guest journey, behaviour cards and handover routines.
- Support for pre-shifts and onboarding.
- Feedback, a midpoint review and a final report.
Starting prices apply to the scope described. Participant numbers, training groups, scheduling and customisation are confirmed in the quote. Travel, accommodation and travel time are additional as agreed. Additional locations, training days and larger content projects are quoted separately.
Partnership · A plan for the year
A broader need? We shape the work together.
For operations needing regular support through seasonal changes, new team members and several areas of development. We start by understanding the scope and the outcomes the work should support.
Scope and price agreed in a quote.
Visits, leadership support, training and follow-up are planned around your operation. Together, we agree priorities, responsibilities and capacity for the year.
You can also start with Focus and shape the next stage after reviewing the results.
An example from the guest journey
A recommendation that helps the guest take the next step.
The reception team wants to improve how it recommends the hotel restaurant. We explore when a recommendation is relevant, what the team needs to know and how to hand over the booking.
The team practises the guest interaction. The leader observes and coaches. Together, we track the behaviour and, for example, restaurant bookings per 100 check-ins.
Working together
You lead the daily operation. We help you move forward.
A designated manager owns the work on your side. Leaders join the sessions, run short team practice during shifts and follow up on the selected behaviours.
We use your existing tools and agree what information is needed. You do not need a new platform to get started.
Questions before we work together.
Can we start with three months and continue?
Yes. We review the work together and agree the next step. Existing materials carry forward, and further work is quoted based on what remains to be done.
How much time do we need to set aside?
A designated manager and the relevant leaders need to participate and coordinate the work. Online sessions normally last around 45 minutes. The team practises briefly and regularly during shifts. We plan the time together based on team size and operational needs.
How do we follow up on results?
We document the starting point and choose a few measures covering team behaviour and the outcomes you want to influence. These could include relevant recommendations, clearer handovers, guest feedback or sales per guest. Seasonality, occupancy and other changes also affect the outcome.
What can we explore in the calculator?
The calculator shows an additional-sales scenario based on your own assumptions. It does not capture every benefit of service design and offers no guarantee. The engagement length and the period over which you estimate results can differ.
Would you prefer to start with a keynote or workshop?
This can be a useful starting point for bringing the team together around a shared perspective. The format is tailored to your needs and can be followed by an ongoing programme.
We start with your situation
Which guest interaction would you like to improve?
Bring a specific challenge. In an initial conversation, we explore what could make a difference and which approach suits your operation.
Book an initial 30-minute conversation