Elevate every detail of your guest journey.

As experts in sustainable service design for the hospitality industry, we carefully observe customer flows and craft experiences that take visitor satisfaction to the next level.  Obsidian is a boutique consultancy that works behind the scenes to motivate staff, improve systems, and to make a genuine difference.

Optimize your guest journey for customer excellence, business operations, and social-environmental impact

  • Four people sit and enjoy coffee in a daylit setting.

    Core value assessments per stakeholder group

    We work with you to identify how your target market, internal team, and/ or other relevant entities may experience your business from a value-based perspective.

  • Restaurant tables wait in the sun for patrons.

    Comprehensive audits for an enhanced guest journey

    Like mystery shoppers, we check every step of your customer flow, making suggestions and highlighting great work along the way.

  • A corner of a rustic hotel room looks inviting.

    Strategic guidance towards next-level sustainability

    We can initiate or expand upon your organization’s impact projects. Our approach helps you to push beyond norms and to create meaningful experiences for multiple stakeholders.

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Meet and exceed stakeholder demands for sustainable hospitality with effective project management

Project Advisory & Implementation

Let us take on related work in the capacity that you need. Whether that be through periodic guidance or as external project-leads, consider us your effective partners in reaching goals and getting things done.

Leadership Workshops & Staff Trainings

Continuity is key. We love sharing our methodology with managers and teams so that they can maintain learnings over time. Trust that we’ll equip you with the structure you’ll need to uphold a guest-centric approach to your business.

At Obsidian, we understand that the modern traveler seeks more than just a place to stay— they desire the experiences that resonate with their values of social and environmental responsibility. This evolving trend isn’t just a preference, but a paradigm shift in travel and hospitality.

Learn about our value-based hospitality framework

Obsidian’s unique approach to service design lies in its industry foresight, innovative method, and comprehensive auditing framework— made to meticulously evaluate and enhance stakeholder experiences. We also delve into the core of your business, identifying areas where your efforts shine and where they could be communicated further. Our goal? To ensure that the guest experiences of today already begin to take into account the needs of tomorrow.