HOS 30114 Weeks · 4 Acts · 28 Canvas Sessions

The Service Lab:
Designing Hospitality from First Principles

This course treats hospitality as a design discipline. Over 14 weeks, you will build a complete hospitality property from concept to operational manual — applying service quality theory, guest experience design, and leadership frameworks to a single, coherent creative project. The deliverable is your House Manual.

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Credit Hours
6 ECTS
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Assessment
House Manual 60% + Canvas 40%
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Format
Weekly 3-hour studio sessions
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Prerequisites
Intro to Hospitality Management

🎯 Course Learning Outcomes

CLO 1Apply service quality frameworks (SERVQUAL, Service Blueprint, Servicescape) to the design of a hospitality property.
CLO 2Construct a complete guest journey map with designed touchpoints, emotional arcs, and recovery protocols.
CLO 3Write operational SOPs that balance standardisation with service flexibility.
CLO 4Design a team culture architecture including hiring criteria, onboarding rituals, and performance standards.
CLO 5Evaluate the ethical dimensions of AI personalisation and digital service design in hospitality.
CLO 6Produce a professional House Manual that integrates all course elements into a coherent operational document.

📋 Assessment Rubric

All canvas submissions are assessed against four performance levels. The rubric applies to both weekly canvas work (40%) and the final House Manual (60%).

🌱Novice
0–49

Responses are generic, lack specificity to the property, or demonstrate limited engagement with the theoretical framework.

📈Developing
50–69

Responses show basic understanding of the concept and some application to the property. Theory is referenced but not deeply integrated.

⭐Proficient
70–84

Responses demonstrate clear understanding of the theoretical framework and specific, credible application to the property.

🏆Exemplary
85–100

Responses show sophisticated integration of theory and practice. The property design is distinctive and demonstrates genuine creative and analytical thinking.

📅 14-Week Curriculum

🤖 Academic Integrity & AI Use Policy

The Service Lab uses an AI Coach to provide formative feedback on your canvas work. This is a pedagogical tool, not a co-author. Your canvas submissions must represent your own thinking, applied to your specific property. Generic responses that could apply to any property will be assessed at the Novice level regardless of their length or surface quality.

You may use AI tools for research, grammar checking, and idea generation, but the design decisions, property-specific applications, and analytical judgements must be your own.