Hotel Innovation and Design

Answer the following 2 essay questions

Special Instructions:
• Answer Format: Essay style and not a business/academic report. No references required
• Document Format: PDF only
• Weighting: Each answer is worth 50% or 50 points
• Demonstrate critical analysis, depth and good justification of systems thinking and agile business models

Question 1
Assess the Explore/Exploit dichotomy in Agile Service Design in terms of service delivery, service re–design,
customer experience and customer journeys.

Question 1 helpful prompts:
Why is Explore/Exploit important in the design of service for hotel guests?

Exploring (new ways) to improve things
Exploit is to do things the (same way) but with imrpovements.

Question 2
What changes are necessary to re–design the Hospitality Customer Experience in a post–covid hospitality
service? Develop your service design Minimum Viable Product propositions and justify each suggestion.

Question 2 helpful prompts:
When redesigning the hospitality experience post Covid. What is needed?

What changes are needed for hotels to adjust to the “new normal” inherited by the pandemic?

What additional Redesigning we will need to implement after we open up all the hotels and services and spas?

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