Reimagining Guest Experience: AI-Powered Service Design for Global Hospitality

Transforming Hospitality with Human-Centered AI

Leading the strategy and service design transformation for a global hospitality company, I orchestrated the integration of advanced AI solutions into the guest journey. My role: blending deep strategic thinking with systems design to create an ecosystem where technology acts as an enabler—never a replacement—for memorable, human-first experiences.

• Mapped the full service blueprint, identifying moments to infuse AI for personalization, efficiency, and delight

• Led co-creation workshops with teams across design, tech, and operations to ensure solutions felt inviting and intuitive

• Launched AI concierge pilots, resulting in a 22% boost in guest engagement and measurable operational lift

Strategic Outcomes

The result: a hospitality platform recognized for both its innovation and its warmth—proof that technology and hospitality aren't opposites, but partners in crafting remarkable journeys.