Elevating Guest Experience Through Journey Mapping

In an increasingly competitive hospitality landscape, guest expectations are rising while operational pressures intensify. The hotels that stand out today aren’t just well-run — they are well-designed. Their guest journeys feel seamless, their teams feel empowered, and their technology truly supports (not replaces) human connection.

In this session you will hear from both seasoned hotel management experts and guest experience designers on how to leverage the value of Journey Mapping. You’ll learn how journey mapping, when applied through a design-thinking lens, can transform both guest experience and operational efficiency. You’ll walk away with immediately usable tools, real-world examples, and fresh insights from leaders in hotel design and service operations.

Whether you’re a General Manager, Operations Director, Front Office Manager, or brand leader shaping your hotel’s future experience — this session is for you.

What You’ll Learn

1. Why Guest Experience Breaks Down in the “In-Between Moments”

Understand where friction occurs as guests move between departments — and uncover opportunities to create fluid, memorable experiences.

2. Doing More With Less

Learn how journey mapping can reveal efficiencies, reduce overhead, and help teams work smarter, not harder.

3. Empowered Teams, Happier Staff

See how involving teams in the design of the guest journey boosts ownership, engagement, and retention.

4. Technology Isn’t the Silver Bullet

Discover how to choose and implement the right technology — and why the real magic happens when digital tools complement human touch.

What’s Included

✔ A ready-to-use Journey Mapping Template for immediate application in your hotel
✔ Access to expert perspectives from leaders in hotel design and service operations
✔ A live panel discussion and Q&A on the future of hospitality experience
✔ Practical frameworks you can bring straight to your next team meeting

Who Should Attend

This workshop is designed for:
• General Managers
• Operations Leaders
• Front Office Managers
• Guest Experience & Brand Teams
• Hotel Owners & Developers
• Anyone responsible for improving guest experience or operational performance

No prior design knowledge is required — just curiosity and ambition.

Why Attend?

Because your guest experience is your differentiator.
And with the right design tools, you can create moments that delight your guests, empower your team, and strengthen your hotel’s performance.

Reserve Your Spot

This is a free online session, but spaces are limited to keep the discussion interactive.
Secure your place today.