GUEST EXPERIENCE DESIGN

The course is part of the optional educational activities related to the Bachelor’s degree course in “Hospitality Innovation and e-Tourism", and its goal is to provide the knowledge for a successful design and definition of the guest experience in the hospitality sector.

At the end of the course the student will be able to design services and plan communication, to define and evaluate targets, to build the guest experience in the hospitality sector.

There are no specific pre-requirements.

- Definition of the guest experience
- Definition of targets, strategies and evaluation methods
- Objective and subjective aspects of the customer journey
- Analysis, practice and simulation of real-world case studies

Future Hospitality - Jeremy Wells - Independently published (Aprile 2020)
In its purest sense, true hospitality is a mindset, not an industry. The purpose of this book is to help you understand the significance of making people feel good, and how the principles of strategic brand development can dramatically influence how you go about doing it.

Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization - by Leonardo Inghilleri and Micah Solomon - Amacom 2010
In a tight market, your most powerful growth engine and your best protection from competitive inroads is this: put every thing you can into cultivating true customer loyalty. Loyal customers are less sensitive to price competition, more forgiving of small glitches, and, ultimately, become "walking billboards" who will happily promote your brand. In Exceptional Service, Exceptional Profit insiders Leonardo Inghilleri and Micah Solomon reveal the secrets of providing online and offline customer service so superior it nearly guarantees loyalty

The Monocle Guide to Hotels -- Tyler Brûlé, Josh Fehnert, Andrew Tuck, Joe Pickard - Guestalten 2018
Split into three sections – favorite hotels, articles from industry practitioners, and profiles of hoteliers – this book takes the editorial viewpoint and creative style I appreciate so much from Monocle. I love how they feature stories from not only CEOs (Sonia Cheng at Rosewood) but lift operators (Ociric Beato at The Carlyle) and swim instructors (Pierre Gruneberg at Grand-Hotel du Cap-Ferrat).

The achievement of the objectives will be evaluated with a written test questionnaire with 30 multiple choice questions

Lectures and collaborative works.

English

written and oral