Customer experience
Customer Service Excellence
Service behaviour, guest communication and complaint handling for teams in direct contact with customers.
Consultancy · Training · Hospitality Management
Empowering Businesses. Elevating Hospitality. Developing People.
We help businesses strengthen their operations, develop professional talent and deliver exceptional customer experiences through consultancy, training and hospitality management solutions.
Based in Addis Ababa · working with organisations across Ethiopia
One partner, three capabilities
Consultancy & advisory · Management support · Professional training
Sectors we serve
- Hotels & Lodges
- Restaurants
- Hospitality Groups
- Corporate Teams
- Training Institutions
- Development Organisations
About PSD
A consultancy built around how hospitality actually operates.
PSD Consultancy Service and Hospitality Management PLC works with organisations that need more than a report. We advise on operations, support management teams on the ground, and develop the people who deliver the experience every day.
Our work sits where business strategy meets service delivery — where a well-designed plan either becomes a consistent guest experience or quietly falls apart.
- Operator-minded advice. Recommendations are written to be implemented by the team that is actually on shift.
- Capability stays with you. Training and coaching are structured so knowledge transfers, not just advice.
- One partner across three disciplines. Consultancy, management support and staff development under one engagement.
01
Consultancy & advisory
Assessment, standards and operating structure for hospitality and service businesses.
02
Management support
Hands-on guidance for hotel and restaurant operations, from service flow to team structure.
03
Training & development
Practical programmes for customer service, supervision and leadership capability.
04
Organisational development
Business reviews that translate strategy into workable operating plans and roles.
Our services
Consultancy, management and training — designed to work together.
Engage one service or combine them. Every engagement starts with understanding your operation before recommending anything.
Hospitality consulting & advisory
Advisory support for operators assessing service standards, operating structure and growth priorities.
Learn moreHotel & restaurant management consulting
Management guidance for front office, food and beverage, housekeeping and service delivery.
Learn moreCustomer service training
Practical programmes that build consistent service behaviour across guest-facing teams.
Learn moreSupervisory & leadership development
Development for supervisors and managers moving from doing the work to leading the team.
Learn moreHospitality operational excellence
Standards, procedures and quality routines that keep service consistent shift after shift.
Learn moreBusiness & organizational development
Reviews of structure, roles and processes that turn business goals into practical plans.
Learn moreNeed something that is not listed? Custom programmes are designed around your operation.
View all servicesWhy PSD
What working with us looks like.
01
Sector-specific
Advice grounded in hospitality operations and business reality — not generic management theory.
02
Practical by default
Every recommendation includes who does what, with what tool, by when.
03
Tailored programmes
Training content is contextualised to your operation during design, never delivered off the shelf.
04
Partnership over delivery
We stay engaged through implementation so improvements hold after the engagement ends.
Hospitality expertise
Hospitality is a discipline, not a backdrop.
Guest experience is the cumulative result of dozens of small operational decisions. We work across the areas where those decisions are made — and where they most often break down.
Discuss your operation- Front office & guest journey
- Food & beverage service standards
- Housekeeping & quality assurance
- Standard operating procedures
- Guest complaint handling
- Team structure & shift supervision
- Service recovery & consistency
- Staff onboarding & skills mapping
Featured training
Programmes that change what happens on the floor.
Delivered on-site or in a blended format, adapted to your operation during design.
Supervision
Supervisory Skills
Skills for supervisors stepping up from frontline work into leading shifts, briefing teams and managing standards.
Leadership
Leadership Development
Development for managers responsible for performance, team culture, and operational decision-making.
How we work
A four-stage engagement.
Clear stages, defined outputs, and a scope agreed before work begins.
Understand
We review your operation, talk to the people running it, and agree what success means.
Design
We shape the intervention — standards, structure or programme — around your reality and budget.
Deliver
Implementation on-site with your team, not a document handed over from a distance.
Embed
We check that improvements hold, coach where needed, and leave the tools behind.
Case studies and client references are shared on request. We publish project detail and client names only with the written permission of the organisations involved.
Request referencesContact
Let's discuss what you need.
Tell us about your organisation and what you are trying to change. We will respond with an honest assessment of how we can help — and if we are not the right fit, we will say so.
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WhatsApp+251 96 794 2524
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OfficeAddis Ababa, Ethiopia
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Ready to strengthen your operation?
Start with a conversation. We will tell you what we would look at first, and what it would take.