A New Era of Hospitality—Experience Innovation
Although hospitality is rooted in the business of providing food, drink, and accommodation for guests at dining establishments and hotels, this represents only its beginning.
Hospitality is fundamentally about human interaction and cultivating meaningful experiences that people value. It is a deliberate business strategy designed to bolster bottom-line performance by making sure all internal and external constituents feel seen, heard, and appreciated.
With this evolved definition of hospitality, innovating experiences matters, and the utility of hospitality knows no boundaries. From hotels and restaurants to sports and entertainment venues to healthcare systems, to retail—any organization can benefit from applying hospitality and innovating experiences that solidify relationships.
Boston University’s School of Hospitality Administration (SHA) is working closely with industry partners to lead Experience Innovation and expand the application of hospitality to enhance differentiation, customer attraction and retention, and overall value and profitability.
This evolution requires skill sets that build upon the basic tenets of hospitality. Research that matters, critical thinking, business acumen, data analytics, psychology, and communication are the attributes that will empower the next generation of hospitality leaders to excel. We are committed to preparing these individuals, collaborating with industry, and providing true leadership.
What Is Experience Innovation?
Experience
Building relationships with an organization’s constituents by designing, implementing, and supporting experiences that matter. Experiences that are memorable. Experiences that address the needs of constituents and organizational objectives.
Innovation
Being unafraid to think differently and challenge convention. With or without technology. To understand how an organization can best meet the needs of constituents. To differentiate an organization in a meaningful manner.