Creating and improving the Guest (Customer) Experience

- Guest Hospitality

Hospitude – the mindset and attitude needed to create an excellent guest (customer) experience
Communication – the key to create or improve Customer experience
Knowing your customer – different types of customers | knowing and understanding the customer needs and expectations
How to delight your customer – going the extra mile
Handling guest comments and guest complaints
Using PMS reports to improve your Customer experience
Grooming – the image of the self as the image of the hotel
The customer journey – a better understanding of the steps a guests takes together with you and of the ways their experience could be improved

By the end of this course participants will understand and be able to apply the following:

What is HOSPITUDE and how a positive mindset can help you to create memorable moments for your guests
Know and be able to create a culture of excellence in their own organization
Increase the quality of the services they provide
Know different types of customers, understand their profile, needs and will be able to better create experiences that fit their needs and expectations
Improve their communication skills (verbal/ nonverbal/ para-verbal) so that they improve the interaction with their customers
Be able to create the specific customer journey for their organization
Be able to use both quantitative and qualitative KPIs specific to Customer experience
Be able to use specific tools to measure the impact of Customer experience

Delegates profile:

The training program will be held for minimum 10 participants , and for maximum 15.

DETAILED SEMINAR COSTS