The tourism sector requires tools that allow for the creation of tourist experiences, based on the knowledge gleaned from service encounters between frontline employees and tourists. The objective of this study is to propose a framework, based on knowledge management, for the generation of tourist experiences. The study was carried out in three stages: first, a literature review related to tourist experiences, knowledge management, service encounters, and frontline employees was conducted. Next, a BPMN-based framework was designed. Finally, the proposed framework was validated through surveys with tourism experts from a cluster of tourism companies. The framework provides conceptual guidelines with useful worksheets for entrepreneurs that form part of tourism clusters, with which to generate tourist experiences.