Elevating Guest Experience Through Journey Mapping

We are a creative, independent and B-corp certified strategic design team.

Chemistry Team

Discover how design and journey mapping elevate guest experience. A 1 hour workshop for hotel managers and hospitality leaders.

In this session you will hear from both seasoned hotel management experts and guest experience designers on how to elevate your guest experience. You’ll learn how journey mapping, when applied through a design-thinking lens, can transform both guest services and operational efficiency. Take away usable tools, real-world examples, and fresh insights you can apply back in your organisation.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.

<h2>What You’ll Learn</h2><h3>1. Why Guest Experience Breaks Down in the “In-Between Moments”</h3>Understand where friction occurs as guests move between departments — and uncover opportunities to create fluid, memorable experiences.<h3>2. Doing More With Less</h3>Learn how journey mapping can reveal efficiencies, reduce overhead, and help teams work smarter, not harder.<h3>3. Empowered Teams, Happier Staff</h3>See how involving teams in the design of the guest journey boosts ownership, engagement, and retention.<h3>4. Technology Isn’t the Silver Bullet</h3>Discover how to choose and implement the right technology — and why the real magic happens when digital tools complement human touch. <h2>Who's presenting</h2>Bassam Jabry - over 25 years in design, helping large and complex organisation redesign their operations to harness the power of their capabilites and the talents of their team to create delightful customer and guest experiences.Ingrid van Veen - Hotel operations executive with over 20 years experience across multiple brands and operational scales. With a deep knowledge of opertional principles combined with an innate empathy on what makes a truly memorable experience for guests. <h2>Session takeaways</h2>✔ 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&amp;A with your peers in the industry ✔ Practical insights you can use directly with your team <h2>Who Should Attend</h2>This workshop is designed for: • General Managers • Operations Leaders • Front Office Managers • Guest Experience &amp; Brand Teams • Hotel Owners &amp; Developers • Anyone responsible for improving guest experience or operational performanceNo prior design knowledge is required — just curiosity and ambition. <h2>Why Attend?</h2>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. <h2>Reserve Your Spot</h2>This is a free online session, but spaces are limited to keep the discussion interactive. We look forward to having you join us.

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Elevating Guest Experience Through Journey Mapping

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Elevating Guest Experience Through Journey Mapping

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