Hotel Management Customer Service

Hotel Management Customer Service, available at $44.99, has an average rating of 4.8, with 67 lectures, based on 15 reviews, and has 38 subscribers.

You will learn about The importance of hotel first impression How to improve customer service in hotel industry The complete guide to hotel customer loyalty Handling hotel guest complaints Tips to teach employees to love and respect customers How to improve front office operations in hotel Customer service and anti-service Principles to understand customer service psychology Social media marketing for hotels and tips to boost your visibility This course is ideal for individuals who are Customers, travelers, hotel employees, hotel associations, managers, directors, CEO, hotel consultants, governments, students, policy makers, Investors, businessmen, event organizers etc. It is particularly useful for Customers, travelers, hotel employees, hotel associations, managers, directors, CEO, hotel consultants, governments, students, policy makers, Investors, businessmen, event organizers etc.

Enroll now: Hotel Management Customer Service

Summary

Title: Hotel Management Customer Service

Price: $44.99

Average Rating: 4.8

Number of Lectures: 67

Number of Published Lectures: 67

Number of Curriculum Items: 67

Number of Published Curriculum Objects: 67

Original Price: $74.99

Quality Status: approved

Status: Live

What You Will Learn

The importance of hotel first impression
How to improve customer service in hotel industry
The complete guide to hotel customer loyalty
Handling hotel guest complaints
Tips to teach employees to love and respect customers
How to improve front office operations in hotel
Customer service and anti-service
Principles to understand customer service psychology
Social media marketing for hotels and tips to boost your visibility

Who Should Attend

Customers, travelers, hotel employees, hotel associations, managers, directors, CEO, hotel consultants, governments, students, policy makers, Investors, businessmen, event organizers etc.

Target Audiences

Customers, travelers, hotel employees, hotel associations, managers, directors, CEO, hotel consultants, governments, students, policy makers, Investors, businessmen, event organizers etc.

The hotel industry has significantly contributed to the global economy, by providing employment and aiding the economy. In this our current dispensation this industry has changed drastically now the competition is so much that customers have many choices to make, so what will make a hotel stand out is simply the company ability to satisfy their customers, so great customer service is the panacea for a thoroughly successful hotel business. The customer is the king for any business, so the responsibility depend on hotel managers to ensure that their service is well improved, so that they can get loyal customers. The first impression of any business is very important because good impressions will last in the mind of the customer, which intend will lead to repeat business. There is a Japanese proverb that said that the reputation of thousand years may be undermined by the conduct of one hour. There is no business that have never hard challenges with their customers but the company ability to handle customer complaints and resolved it amicably is a sign of a mature company and a company that care for the happiness and welbeing of its both potential and loyal customers.

The greatest responsibility depend on hotel management to ensure that there is hotel policy that deals with customers and how employees should love and respect customers, let me be quick to say that if the employees are not treated well by management then it will be very difficult for them to care for the customers the way management want them to do. There should be a very clear plan to reward customers, in the form of loyalty programs.

Course Curriculum

Chapter 1: Introduction

Lecture 1: Introduction

Lecture 2: What is customer service in the hotel industry

Lecture 3: Why customer service is important in hotel industry

Lecture 4: Principle to understand customer service psychology

Chapter 2: How To Improve Customer Service In Hotel Industry

Lecture 1: Survey your guest

Lecture 2: Know your customer inside-out

Lecture 3: Make customer service easy

Lecture 4: Use omnichannel communication

Lecture 5: Train your staff

Lecture 6: Make sure anyone can help

Lecture 7: Go beyond service expectations

Lecture 8: Have a sense of humor

Chapter 3: Tips To Teach Employees To Love And Respect Customers

Lecture 1: Determine who get focus

Lecture 2: Emphasize emotional intelligence

Lecture 3: Enforce standard of business etiquette

Lecture 4: Understand and adapt to different standards

Lecture 5: Establish lines of communication for customers

Lecture 6: Do not sacrifice customers on the altar of profit

Lecture 7: Empower trained employees

Lecture 8: Maintain opportunities for advancement

Chapter 4: The Importance Of Hotel First Impression

Lecture 1: Why hotel first impression matter

Lecture 2: When, and where is a hotel first impression created

Lecture 3: Improve reception design

Lecture 4: Keep it tidy

Lecture 5: Optimize your home page

Lecture 6: Send information packs

Lecture 7: Provide packing list

Lecture 8: Personalize communication

Lecture 9: Remember the day before

Chapter 5: Handling Hotel Guest Complaint

Lecture 1: Uncover tips and strategies for handling guest complaints

Lecture 2: Common hotel guest complaints

Lecture 3: Locating guest complaints

Lecture 4: The consequences of unanswered hotel guest complaint

Lecture 5: Responding to in-person complaints

Lecture 6: Responding to written guest compaints

Lecture 7: Turning a guest complaint into a rave review

Lecture 8: Tips to handling guest complaint

Lecture 9: Handling guest complaint as a team

Chapter 6: The Complete To Hotel Customer Loyalty

Lecture 1: What is customer loyalty

Lecture 2: How do hotel loyalty programs

Lecture 3: why should hotel reward loyal customers

Lecture 4: What should be included in a hotel customer loyalty program

Lecture 5: What strategies can hoteliers used to increase guest retention

Lecture 6: Example of successful hotel loyalty programs

Chapter 7: How To Improve Front Office Operations In Hotel

Lecture 1: What is front desk operation

Lecture 2: Align tasks based on their priority

Lecture 3: Invest in training front desk staff

Lecture 4: Keep sufficient staff

Lecture 5: Know your guests

Lecture 6: Bring technology into the practice

Lecture 7: Go contactless

Chapter 8: Social Media Marketing For Hotels Tips To boost Your Visibility

Lecture 1: Why is social media marketing for hotel so important

Lecture 2: Share slice-of-life content

Lecture 3: Use your google business profile

Lecture 4: Start with music

Lecture 5: Follow 80/20 rule

Lecture 6: Partner up

Lecture 7: Ideas worth stealing from your own social media marketing

Lecture 8: Examples of social media marketing for hotels we cannot stop talking

Chapter 9: Customer Service And Anti-Service

Lecture 1: Introduction

Lecture 2: What is anti-service

Lecture 3: A tale of two hotels

Lecture 4: Energy is contagious

Lecture 5: Pitching and candor

Lecture 6: Is automation anti-service

Lecture 7: Cancellation and anti-service

Chapter 10: Conclusion

Lecture 1: Questions for hotel customer service

Instructors

Eric Yeboah
MBA/ PGDip

Rating Distribution

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2 stars: 0 votes
3 stars: 1 votes
4 stars: 2 votes
5 stars: 12 votes

Frequently Asked Questions

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