Effective Leadership in Modern Hospitality

Course objectives Upon successful completion of the course, the course participants will gain knowledge of the following: Considering the diversity of employees and customers in the Hospitality industry as an enriching resource Creating the right culture for employee and customer experience Adopting the DiSC® method as a personal assessment tool Understanding the importance of meaningful experience in customer experience and profitable business Understanding change as an inevitable and enabling factor in an organisation’s success Implementing change in the company with ADKAR methods Skills Upon completion of the course, the participant is able to : understand the importance of organizational culture in employee and customer experience understand the human and psychological capital as key factors in the hospitality industry increase customer satisfaction by using meaningful experiences in creating services develop a sales process and customer satisfaction. understand the importance of KPIs (Key Performance Indicators) understand customer experience and meaningful experience in increasing sales and making productive business create the right atmosphere for change and implement it successfully in the organisation