Effective Service Innovation by Design in Hotel Management

Effective Service Innovation by Design in Hotel Management

Taught in English


Gain insight into a topic and learn the fundamentals

Marta Sotto-Mayor

Instructor: Marta Sotto-Mayor

Beginner level

Recommended experience

8 hours to complete
3 weeks at 2 hours a week
Flexible schedule
Learn at your own pace

What you'll learn

  • Identify the key principles and concepts of hotel service innovation.

  • Demonstrate proficiency in basic design thinking methodologies for service development.

  • Analyse customer needs and pain points to design customer-centric services.

  • Evaluate the feasibility and viability of service innovations.

Details to know

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Recently updated!

November 2023


4 assignments

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There are 4 modules in this course

In this lesson, we lay the groundwork for understanding service innovation in the hotel industry. We explore what service innovation entails, how it differs from product innovation, and its significant impact on organizational growth. Real-world case studies illustrate successful service innovations, providing valuable insights. Additionally, we delve into the concept of design thinking and its role in fostering innovation, offering a human-centered approach to problem-solving.

What's included

18 videos5 readings1 assignment2 discussion prompts

In this lesson, we dive into the practical aspects of designing hotel services with a customer-centric focus. You'll learn to create service blueprints, map customer journeys, and identify touch points and pain points. Prototyping and feasibility assessment techniques will equip you with the tools to develop and refine innovative services. By the end of this lesson, you'll be prepared to craft services that align perfectly with guest needs and expectations.

What's included

15 videos1 reading1 assignment1 discussion prompt

This lesson explores the strategies and processes necessary for successful hotel service innovation. You'll discover the power of collaborative, cross-functional teams and effective communication. We'll delve into change management strategies, addressing resistance to innovation and fostering a culture of continuous improvement. You'll also learn how to set key performance indicators (KPIs) to measure the success of your service innovations.

What's included

17 videos1 assignment1 discussion prompt

In this lesson, we delve into real-world case studies to gain deeper insights into hotel service innovation. By analyzing these cases, you'll identify common strategies and approaches that lead to successful transformations. We'll also explore customer-centric brands and experiences, digital service innovations, and the integration of sustainability and ethical considerations. This lesson provides a wealth of inspiration and best practices from industry leaders.

What's included

18 videos1 assignment1 discussion prompt


Marta Sotto-Mayor
2 Courses1,918 learners

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