Hotel Service Design


Hotel Service Design

Created by members of Marriott International's innovation team. We are excited to create a network of service design thinkers who are interested hospitality/tourism/travel industries. 

Location: Washington DC
Members: 12
Latest Activity: Nov 1, 2011

Discussion Forum

Here for the coffee or for the "something else"?

Started by Mahmoud ABDELRAHMAN Nov 1, 2011. 0 Replies

I've always believed few things may continue to go on in services without anyone asking why. Models may get imported to other societies with no much attention, things may continue to be the same over…Continue

Room Service

Started by shaun harris. Last reply by Arne van Oosterom Jun 30, 2011. 2 Replies

One of the service areas that has gone unchanged for decades is room service. There's a great tradition to the experience, but many discomforts still exist, like having a stranger come into your room…Continue

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Comment by Carl Griffith on July 1, 2011 at 11:13

I met the CEO of Marco Polo Hotels the other day.  We talked about several things including service and Social Media

The full post is here:


Thanks Guys

Comment by Mahmoud ABDELRAHMAN on June 27, 2011 at 6:08

Hi Shaun and all of the Group,

I would like to introduce myself to the group with a collection of work I did for hospitality. I'll add quick links to the posts on my blog which I've posted earlier in the tourism group and can share more details when needed.


Intensified Hospitality Service Design Project:

Intensified Hospitality- Project Outline

Intensified Hospitality: Service Style Cards

Intensified Hospitality: Concept Blending

Intensified Hospitality- First Concept: Intented

Intensified Hospitality- Second Concept: Moment Share

Intensified Hospitality- Third Concept: Weave & Style


Hospitality 2.0

Towards More Business-Oriented Business Centers

Hospitality 2.0: Intro and Community Engagement In SD and Delivery


Best Regards,


Comment by shaun harris on June 26, 2011 at 1:40

Hi Arne,


So glad you're interested in this group!


To lightly touch on your question, I think design thinking and service design could help redefine the role of a hotel as it sits within the total travel experience. In many ways, the traditional set of hotel services has become stale and somewhat inferior to a variety of other options - namely smart phone apps. Also, on account of the business travel decline and love affair between leisure travelers and independent/boutique hotels, bigger "box" hotels need help thinking about activating a different value proposition...of which I believe should start with driving more services for the local community. I truly believe hotels need to think beyond their property lines.


My group is also challenged with confronting the orthodoxy of hotel services. Is a front desk necessary? Does room service have to only offer food from inside the hotel? Do hotel room rates always need to be for a full day?


I am actually developing a co-creation practice within Marriott and will soon launch a few design challenges that help tackle a couple of the issues I've mentioned inside this post. In fact, soon to launch will be a challenge to develop concepts around a new artwork strategy and defining the role artwork should play within a guest's experience. I'll be sure to invite those who are interested to the challenges...maybe some will want to help develop concepts and offer critique.





Comment by Arne van Oosterom on June 25, 2011 at 11:01

Hi Shaun,

I'm very exited by this group you started. I know there are many people on this network interested in the hospitality industry. I am one of them :-) I think we can learn a lot from each other.


Can you tel me a little bit about your opinion on what design thinking or service design can do for the industry?




Members (12)


Discussion Forum

Room Service

Started by shaun harris. Last reply by Arne van Oosterom Jun 30, 2011. 2 Replies




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