Sarvnameh
Analytical bulletin on economy, with an artistic lens
Hospitality
Intentional design of human experience
Hospitality is the intentional design of human experience
A white wall A half-open wooden door, brown Simple, minimal, intentional design
What is this bulletin for?
This bulletin does not lecture. I do not claim to know what you do not. I research a little more, you bring lived experience, and we learn from each other.
From management to consulting — what you read here reflects years in hospitality. Not theory on paper.
Best path: start from issue one. If you found us mid-stream, welcome — continue from here. Each issue is one topic, one window. Your take differs from mine — and that is the point.
What does hospitality mean?
If we say hospitality means only ‘being hospitable,’ we lose something important
Hospitality is the intentional design of human experience
- 01طراحیاتفاقی نیست، انتخاب است
- 02آگاهانهنه از روی عادت، از روی قصد
- 03تجربه انساننه مشتری، نه مهمان، بلکه انسان
Hospitality is not only hotels or restaurants. Wherever one human meets another — a clinic, a shop, a meeting, a phone call — hospitality is present or absent.
With Sarvcast
Episode 0: When greeting becomes a craft
Do you remember?!
You once walked into a hotel, clinic, shop, or restaurant and felt welcome without knowing why — or wanted to leave for no clear reason. Example: the first time a nurse at a clinic called me by name. I felt like a person, not a file — not ‘next’.
Write your lived experience here. Others can read and reply.
No notes yet. Be the first.
The problem everyone knows and no one says
A hotel manager’s story — guest experience was designed from the front door, but in the guest’s mind it started much earlier.
یک مدیر هتل به من گفت: «ما همه چیز داریم. اتاق خوب، غذای خوب، قیمت منصفانه. ولی مشتری برنمی‌گردد.»
گفتم: «مشتری از کجا می‌داند که شما وجود دارید؟»
سکوت کرد.
مشکل این بود: تجربه مشتری از لحظه ورود طراحی شده بود — اما در ذهن مشتری خیلی زودتر شروع شده بود؛ از لحظه‌ای که گوگل جستجو کرد.
من پیشنهاد دادم: سفر مشتری را از لحظه‌ای که اسم هتل در ذهنش شکل می‌گیرد طراحی کنید — نه از لحظه ورود.
Tried so far
- طراحی تجربه از لحظه ورود به لابیGoal: مهمان از همان لحظه اول حس خوشامدگویی بگیردMeasure: ابزار سنجش دقیق نداشت؛ بیشتر حس تیم بود که بهتر شده
Suggestions
- نقشه سفر را از جستجوی گوگل و اولین برخورد با نام برند شروع کنیدHow to measure: نرخ تبدیل بازدید سایت به رزرو، و کیفیت اولین تماس تلفنی را هفته‌به‌هفته ثبت کنید
What is your take? Where is the ‘real first moment’ in your business?
No notes yet. Be the first.
This week’s work
This week, change only one thing
Feel like these tasks are not enough? A private consult may help. Book
What is your hospitality style?
(One question — instant analytical result)
1. وقتی یک مشتری ناراضی پیش تو می‌آید، اولین واکنش‌ات چیست؟
Invitation to contribute? Your story could be our next issue
If you faced a hospitality-shaped challenge — a moment that worked or failed — share it. Your story may guest a later issue.
Who I am
Mozhgan Mohammadi — hospitality business consultant.
My method: diagnose, design experience, systemize, and grow sustainably.
From operations to consulting; hands-on hospitality work including Sarhangh Bokhradi Palace.
mozhganmohammadi.com — book via the contact page.
Contact / book