Guest Experience Design
Crafting end-to-end hospitality experiences that anticipate guest needs, create memorable moments, and drive loyalty.
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Why It Matters
AI handles routine guest interactions like booking and check-in, elevating the importance of human-designed experiential moments that create emotional connections no chatbot can replicate.
How to Get Started
Study service design principles through the Cornell Hotel School's online courses or IDEO's design thinking resources. Map a current guest journey end-to-end and identify pain points and delight opportunities.
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