Course: Effective Service Innovation by Design in Hotel Management
Modules:
Introduction and welcome, Definition and significance of service innovation, Differentiation between service and product innovation, Impact of Hotel service innovation on organizational growth, Case studies showcasing successful service innovations, Exploring the concept of design thinking, Five stages of design thinking: empathize, define, ideate, prototype, test, Understanding the human-centred approach to problem-solving, Real-life examples of design thinking applications in hotel service innovation, Define personas and empathize customers’ needs and pain points, Identifying specific challenges or opportunities, Techniques for capturing and analysing Hotel customer insights, Mapping the customer journey to identify touchpoints and opportunities, Techniques for ideation, such as brainstorming, to stimulate creativity and innovation, Collaboration and cross-functional Hotel teamwork in ideation, Generating creative ideas: divergent and convergent thinking to explore solutions, Evaluating and prioritizing ideas based on feasibility and desirability, Conclusion and main takeaways
Customer journey map: developing and visualizing the new Hotel service steps, Identifying customer actions and touchpoints, evaluate gain and pain points, Develop and improve the new service scenario by incorporating customer feedback, Mapping the new components of the service: formats to demonstrate the process, Importance of prototyping in  hotel service innovation, Developing low-fidelity prototypes to visualize concepts, Experiment with different aspects of the ideas and learn from successes and failures, Conducting tests and measuring impact and value, Assessing feasibility of implementing service innovations, Conducting financial analysis and cost-benefit assessments, Evaluating market demand and competitive landscape, Making informed decisions about pursuing service innovations, Crafting compelling value propositions and messaging, Leveraging marketing channels for service promotion, Planning for scalability and growth of successful services, Conclusion and main takeaways
Introduction to strategies and processes for Hotel service innovation, Leveraging diverse expertise for innovative solutions, Promoting effective communication and collaboration among hotel teams, Overcoming challenges in cross-functional collaboration, Real-life examples of successful interdisciplinary teamwork, Psychology of change and its impact on innovation, Strategies for leading and managing change, Addressing resistance to new service innovations, Fostering a culture of continuous improvement, Establishing KPIs for measuring service innovation success, Implementing monitoring and evaluation processes, Gathering user feedback for iterative improvements, Examples of organizations with successful continuous improvement practices, Emerging trends and developments in service innovation, Discussing the future landscape of service design, Inspiring participants to drive innovation within their organizations, Conclusion and main takeaways
Introduction of Hotel innovation: from theory to practice, In-depth analysis of real-life Hotel service innovation success stories, Exploration of diverse industries and sectors, Lessons learned from companies that transformed through service innovation, Identifying common strategies and approaches used in successful cases, Examining brands known for exceptional customer-centric services, Understanding the principles that guide customer-focused companies, Analyzing customer experience design in industries like hospitality, technology, and retail, Extracting insights from customer-centric practices to inform service innovation, Leveraging digital platforms and technologies for service innovation, Exploring trends in mobile apps, online platforms, and digital marketplaces, Showcasing examples of digital services that transformed industries, Adapting digital service strategies to different business contexts, Integrating sustainability and ethical considerations into service innovation, Exploring eco-friendly and socially responsible service offerings, Analyzing the impact of sustainable practices on customer perceptions, Case studies of companies that successfully incorporated sustainability in service design, Conclusion and main takeaways