Introduction

In the hospitality industry, creating memorable guest experiences is key to building loyalty and setting a brand apart. This 5-day course dives into the principles and practices of guest experience design, focusing on how to craft meaningful, engaging, and personalized interactions that resonate with guests. Participants will learn to anticipate guest needs, design every touchpoint of the guest journey, and create a cohesive, memorable experience that exceeds expectations.

Course Objectives

By the end of this course, participants will:

• Understand the fundamentals of guest experience design and its importance in hospitality.
• Learn to map out and enhance the entire guest journey, from pre-arrival to post-departure.
• Develop skills for personalizing and customizing guest interactions.
• Gain insights into leveraging technology for enhanced guest experiences.
• Explore methods for gathering and analyzing guest feedback to drive continuous improvement.
• Recognize the role of sensory design elements, storytelling, and brand consistency.
• Create a personalized action plan to elevate the guest experience in their organization.

Who Should Attend?

This course is ideal for:

• Hospitality managers, guest relations professionals, and experience designers.
• Business owners and entrepreneurs in hospitality who want to differentiate their brand.
• Frontline staff and supervisors who directly interact with guests.
• Marketing and branding professionals in the hospitality sector.
• Students and graduates in hospitality management looking to specialize in guest experience.

Course Outline

Day 1: Introduction to Guest Experience Design

• Session 1: Principles of Guest Experience Design: What Makes an Experience Memorable?
• Session 2: Understanding the Guest Journey: Mapping Each Touchpoint
• Session 3: The Emotional Impact of Experiences and Creating Positive Memories
• Session 4: Case Studies of Iconic Brands with Outstanding Guest Experiences

Day 2: Designing the Guest Journey: Pre-Arrival to Post-Departure

• Session 1: Pre-Arrival Experience: Setting Expectations and Building Anticipation
• Session 2: Arrival and Check-In: Making First Impressions Count
• Session 3: The In-Stay Experience: Creating Comfort, Engagement, and Joy
• Session 4: Departure and Post-Stay: Leaving a Lasting Impression and Staying Connected

Day 3: Personalization, Customization, and Guest Engagement

• Session 1: Personalizing Guest Interactions: Anticipating and Exceeding Needs
• Session 2: Building Loyalty Through Bespoke Experiences and VIP Treatment
• Session 3: Strategies for Guest Engagement and Active Communication
• Session 4: Handling Special Requests and Creating Surprise & Delight Moments

Day 4: Sensory and Experiential Design

• Session 1: The Power of Sensory Design: Sight, Sound, Scent, Taste, and Touch
• Session 2: Storytelling in Hospitality: Crafting an Authentic Brand Narrative
• Session 3: Integrating Local Culture and Uniqueness into Guest Experiences
• Session 4: Maintaining Brand Consistency Across All Guest Touchpoints

Day 5: Technology, Feedback, and Continuous Improvement

• Session 1: Leveraging Technology to Enhance Guest Experience: Apps, AI, and Personalization Tools
• Session 2: Collecting and Analyzing Guest Feedback to Identify Improvement Areas
• Session 3: Real-Time Service Recovery and Problem Resolution
• Session 4: Developing an Action Plan for Continuous Experience Enhancement