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For you, it’s routine.
For your guest, it’s the first time.
The same work. A new person.
A keynote on service design and the human interaction that brings an experience to life.
For leaders and teams in hotels, restaurants and experience businesses.
The human encounter
How do we design for encounters we can never fully predict?
We are ready.
Then the guest arrives.
The place is ready. The team is in position. We know what we want to offer.
Our guest arrives with expectations, needs and ideas of their own. Something to celebrate. Somewhere to be. Someone to spend time with.
We know the business. The guest knows something about their visit that we do not yet know.
That is where curiosity matters.
What happens between noticing and acting?
A guest looking for help. A question that needs a follow-up question. A chance to recommend something the guest did not know was available.
Everyday work creates small opportunities to help, build confidence and make a visit richer.
To respond, we need to know our work and remain open to the person in front of us. We need to ask, recommend and recognise when a colleague can help more effectively.
What the guest tells us shapes what we do. What we do shapes what becomes possible for the guest.
The experience is co-created, one encounter at a time.
Designing for the human moment.
Service design creates the conditions for this interaction.
How do the space and information help the guest find their way? What does an employee need to know and be able to decide? How do departments work together? What should a leader prepare, support and follow up?
Oscar follows concrete guest situations through the business, connecting the service concept, daily working practices and human judgement.
What feels effortless to the guest can require real skill and thoughtful teamwork behind the scenes.
What you take away
A new perspective.
A shared language.
A fresh look at everyday work
Notice what has become obvious to your team but is still new to the guest.
Words for skilled service
Talk concretely about noticing, asking, listening, recommending and adapting the next step.
A shared responsibility
See how employees, colleagues and leaders can bring the service ambition into everyday practice.
Choose your format
Start a conversation.
Take it further together.
Keynote
A shared perspective on the human guest encounter.
For your conference, leadership day or team gathering. Stories and concrete situations invite reflection on how you meet guests and create the conditions for each other to succeed.
Enquire about the keynoteKeynote + workshop
Explore your own guest encounters.
Work with situations from your business. What is the guest trying to achieve? How can you identify needs, open up possibilities and help them move forward?
Choose concrete actions to try and identify the support needed to make them work.
Enquire about a workshopKeynote + leadership dialogue
Develop the conditions behind the encounter.
A deeper conversation for management and operational leaders about how your concept, priorities and leadership affect the team’s ability to act.
Identify priorities for training, decision-making, collaboration and follow-up.
Enquire about a leadership dialogue
About Oscar
From service design
to the guest encounter.
Oscar Lindeberg works with service design and operational leadership, with experience from businesses including JumpYard and Villa Fridhem.
His work spans service concepts, technology and management decisions, the daily work of operational leaders, and his own encounters with guests.
That movement shapes the keynote: a small situation on the floor can reveal how the whole business works.
We prepare the experience. Together with the guest, we bring it to life.
Booking enquiry
What would you like
to set in motion?
Tell us about your business, who will attend and what you would like the keynote to contribute.
We will discuss the format, availability and price for your event. Your enquiry is non-binding.
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