Course overview

This course will show you the design of strategies for excellence in hospitality operations.

What you will learn

• How to determine what excellence means in the service you offer. • To design the Customer Experience Journey in your context. • To recognise gaps between expectations and the excellence delivered. • To calculate gains through customer loyalty.

Course details

Who is the course for?

You will learn the five attributes of business as strategies for hotel operations design (price, accessibility, product, service, and experience), the guest processes' mapping (from the arrival to departure) for effective customer service and sales, and measuring strategy implementation with the Balanced Scorecard. Self-paced course.
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