- Guest Experience Design & Innovation

Catalog description

This course examines how hospitality organizations strategically design and manage guest experiences to create value, differentiation, and long-term competitive advantage. Students analyze the end-to-end guest journey to identify service gaps, operational constraints, emotional drivers, and opportunities for innovation. Topics include service design frameworks, experiential marketing, personalization strategies, technology-enabled experiences, sustainability considerations, and the role of organizational culture in service innovation. Emphasis is placed on data-informed decision-making, operational feasibility, brand alignment, and ethical responsibility in the development of innovative guest-centered service models.