This practical course provides learners with insights into the art and science of designing innovative services in the Hotel industry to meet customers' evolving needs and drive organizational success. Throughout the course, learners will journey to understand the core principles and methodologies of service design.
Effective Service Innovation by Design in Hotel Management
Effective Service Innovation by Design in Hotel Management
This course is part of multiple programs.
Instructors: Marta Sotto-Mayor
Access provided by University of Toronto
Gain insight into a topic and learn the fundamentals.
Beginner level
Recommended experience
9 hours to complete
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.
Skills you'll gain
- Customer experience strategy (CX)
- Change Management
- Customer Analysis
- Process Mapping
- Hospitality
- Design Thinking
- Customer Insights
- Collaboration
- Continuous Improvement Process
- Personalized Service
- Corporate Sustainability
- Key Performance Indicators (KPIs)
- Feasibility Studies
- Innovation
- Service Design
- Hospitality Management
Details to know
Shareable certificate
Add to your LinkedIn profile
Assessments
4 assignments
Taught in English
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- Earn a shareable career certificate
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 assignment1 peer review2 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
16 videos1 reading1 assignment1 peer review1 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 peer review1 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 assignment2 peer reviews1 discussion prompt
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