Course Modules:

Module 1: Understanding the Guest Journey

• Emotional mapping in guest interactions
• Key touchpoints from booking to departure
• Guest expectations vs reality
• Identifying pain points
  Case Study: Mapping the guest journey at a luxury safari lodge

Module 2: Experience Design Thinking

• Applying design thinking to hospitality
• Ideation and empathy-building exercises
• Prototyping service experiences
• Iterative feedback and refinement
  Case Study: Design thinking workshop at a lifestyle hotel

Module 3: Sensory and Emotional Experience Design

• Lighting, scent, sound, and textures in guest areas
• Emotional triggers and memory-building
• Customizing service interactions
• Integrating local culture into experiences
  Case Study: Creating a cultural immersion program at a resort

Module 4: Staff Training for Experience Delivery

• Role-playing and service storytelling
• Aligning staff behavior with brand promise
• Encouraging creative problem solving
• Recognition programs for staff initiative
  Case Study: Empowerment of staff at Ritz-Carlton

Module 5: Feedback, Measurement, and Innovation

• Tools for collecting guest feedback
• Net Promoter Score (NPS) and other metrics
• Innovating based on insights
• Building a culture of continuous experience improvement
  Case Study: Guest feedback loop at a five-star hotel chain