The hospitality industry is one of the oldest and most inherently people-centric sectors, however, despite these deeply ingrained humanistic ideals, the contemporary hospitality industry faces systemic workforce challenges. These threaten its foundational principles and a growing disconnect between the workforce and organisational goals.

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This project seeks to address these challenges through the lens of service design innovation, crafting a scalable, adaptable framework that aligns individual aspirations with corporate objectives. Leveraging Ritz- Carlton, as a case study- a globally renowned hotel brand and an industry benchmark for excellence in service and employee engagement