Effective Service Innovation by Design in Hotel Management from Coursera

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.

They will be introduced to the powerful concept of design thinking, which encourages a human-centered approach to problem-solving and service development. By immersing themselves in this creative process, learners will learn how to identify customer needs, pain points, and desires, effectively enabling them to craft customer-centric service offerings.

In conclusion, learners will be equipped to reinvigorate businesses, creating memorable guest experiences while optimizing internal processes for sustainable success. They will be able to adapt to the vibrant ever-evolving hospitality industry and contribute to its continued growth and innovation.

This course is designed for a variety of individuals. It's ideal for professionals aiming to enhance their service design and innovation skills, individuals interested in creating customer-centric, innovative service offerings, and entrepreneurs and business owners looking to differentiate their services in the competitive market.

Learners should have a basic understanding of business concepts and a willingness to explore creative ideas. No prior experience in service design is required.

What's inside

Syllabus

Foundations of Service Innovation

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.

Designing Customer-Centric Services

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.

Strategies for Service Innovation

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.

Real-Life Examples and Best Practices

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.

Good to know

Know what's good

, what to watch for

, and possible dealbreakers

Targeted towards professionals aiming to enhance their skills in service design and innovation

Provides a deep dive into the design principles and methodologies of service design

Offers practical, hands-on guidance in crafting customer-centric service offerings

Emphasizes the importance of human-centered design thinking in service development

Provides access to real-world case studies and examples to illustrate successful service innovations

Involves the participation and collaboration of Marta Sotto-Mayor, an expert in service design

Activities

Be better prepared before your course. Deepen your understanding during and after it. Supplement your coursework and achieve mastery of the topics covered in Effective Service Innovation by Design in Hotel Management with these activities:

Follow tutorials on design thinking

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Enhance understanding of design thinking, fostering a human-centered approach to service development.

Browse courses on Design Thinking

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Search for online tutorials on design thinking
Follow the steps outlined in the tutorials
Apply design thinking principles to real-world service scenarios

Design a customer journey map

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Create a visual representation of the customer's journey to identify touch points and pain points for improved service design.

Browse courses on Customer Journey Mapping

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Identify the customer's goal
Map out the steps in the customer's journey
Identify touch points and pain points

Participate in a service design workshop

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Engage with peers and industry professionals to exchange ideas and gain practical insights into service design.

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Find a service design workshop
Prepare for the workshop by reviewing course materials
Participate actively in group discussions and exercises

One other activity

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Volunteer at a hospitality organization

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Gain hands-on experience in the hospitality industry to observe service delivery and customer interactions.

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Identify hospitality organizations that offer volunteer opportunities
Contact the organizations and inquire about volunteer positions
Participate in volunteer activities and observe service operations

Career center

Learners who complete Effective Service Innovation by Design in Hotel Management will develop knowledge and skills that may be useful to these careers:

Innovation Manager

Innovation Managers are responsible for driving innovation within organizations. This course provides a strong foundation in innovation management principles and practices, which are essential for success in this role. The course also covers topics such as design thinking, idea generation, and prototyping, which are all critical skills for Innovation Managers.

See salaries and explore the career path for Innovation Manager

Service Designer

Service Designers are responsible for designing and improving services to meet the needs of customers. This course provides a strong foundation in service design principles and methodologies, which are essential for success in this role. The course also covers topics such as customer journey mapping, prototyping, and feasibility assessment, which are all critical skills for Service Designers.

See salaries and explore the career path for Service Designer

Experience Designer

Experience Designers create and enhance customer experiences across a variety of touchpoints. This course provides a comprehensive understanding of service design thinking, which is essential for designing memorable and engaging experiences. Additionally, the course covers topics such as customer research, prototyping, and user testing, which are all valuable skills for Experience Designers.

See salaries and explore the career path for Experience Designer

Business Analyst

Business Analysts are responsible for analyzing and improving business processes. This course provides a strong foundation in business analysis principles and practices, which are essential for success in this role. The course also covers topics such as process mapping, data analysis, and stakeholder management, which are all valuable skills for Business Analysts.

See salaries and explore the career path for Business Analyst

Management Consultant

Management Consultants provide advice and guidance to organizations on a variety of business issues. This course provides a strong foundation in management consulting principles and practices, which are essential for success in this role. The course also covers topics such as problem-solving, decision-making, and stakeholder management, which are all valuable skills for Management Consultants.

See salaries and explore the career path for Management Consultant

Product Manager

Product Managers are responsible for the development and management of products. This course provides a strong foundation in product management principles and practices, which are essential for success in this role. The course also covers topics such as customer research, market analysis, and product roadmapping, which are all valuable skills for Product Managers.

See salaries and explore the career path for Product Manager

Marketing Manager

Marketing Managers are responsible for developing and executing marketing campaigns. This course provides a strong foundation in marketing principles and practices, which are essential for success in this role. The course also covers topics such as market research, customer segmentation, and campaign planning, which are all valuable skills for Marketing Managers.

See salaries and explore the career path for Marketing Manager

Project Manager

Project Managers are responsible for planning, executing, and delivering projects. This course provides a strong foundation in project management principles and practices, which are essential for success in this role. The course also covers topics such as project planning, risk management, and stakeholder management, which are all valuable skills for Project Managers.

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Entrepreneur

Entrepreneurs are individuals who start and manage their own businesses. This course provides a strong foundation in entrepreneurship principles and practices, which are essential for success in this role. The course also covers topics such as idea generation, business planning, and marketing, which are all valuable skills for Entrepreneurs.

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Customer Success Manager

Customer Success Managers are responsible for ensuring that customers are satisfied with their products or services. This course provides a strong foundation in customer success management principles and practices, which are essential for success in this role. The course also covers topics such as customer relationship management, problem-solving, and communication, which are all valuable skills for Customer Success Managers.

See salaries and explore the career path for Customer Success Manager

Sales Manager

Sales Managers are responsible for leading and motivating sales teams. This course may be useful for Sales Managers, as it provides a foundation in sales management principles and practices. The course also covers topics such as sales planning, forecasting, and coaching, which are all valuable skills for Sales Managers.

See salaries and explore the career path for Sales Manager

UX Designer

UX Designers are responsible for designing and improving the user experience of products and services. This course may be useful for UX Designers, as it provides a foundation in design thinking and customer-centric design principles. The course also covers topics such as user research, prototyping, and usability testing, which are all valuable skills for UX Designers.

See salaries and explore the career path for UX Designer

Data Analyst

Data Analysts are responsible for collecting, analyzing, and interpreting data. This course may be useful for Data Analysts, as it provides a foundation in data analysis techniques and tools. The course also covers topics such as data visualization and communication, which are all valuable skills for Data Analysts.

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Software Engineer

Software Engineers are responsible for designing, developing, and maintaining software applications. This course may be useful for Software Engineers, as it provides a foundation in software engineering principles and practices. The course also covers topics such as software design, development, and testing, which are all valuable skills for Software Engineers.

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Operations Manager

Operations Managers are responsible for planning, organizing, and controlling the day-to-day operations of an organization. This course may be useful for Operations Managers, as it provides a foundation in operations management principles and practices. The course also covers topics such as process improvement, supply chain management, and quality control, which are all valuable skills for Operations.

See salaries and explore the career path for Operations Manager