Hotel Management School is an initiative to bring Hospitality management expertise to practicing hotel management staff and professionals. Traditional hotel management schools deals mostly with theoritical and book knowledge when it comes to practical hotel management aspects. we aim to bring real life hotel management situations to prepare staff and take up the challages by providing them professionaly crafted part term online hotel management courses.so that they can learn while working. Our hospitality courses are prepared by instructors having hands on experience in hotel management and training. We are committed to provide quality hotel management learning with practical assignments and related industry experience to our learners and followers.. Hotel Management employees always need to upgrade their skills for getting promotion and advancing their careers.
Course Specialization : Hospitality Business
Program Level : Short Program
Mode of Study : Part-Time
Location : Delhi, Online, remote/India
Minimum Education Required : High School
Posted : 13 Jan 2021
Duration : 1 Hours
Start Date Of Admission : 17 Nov 2020
Last Date Of Admission : 17 Nov 2021
Website : Go to Website
Local Fees : USD 10
International Fees : USD 10
Customers are important for the business. In current times businesses need to spend time and effort in enhancing the customer experience with the business which can lead to better customer loyalty.
Customer loyalty leads to better profitability since It is cheaper to sell existing customers compare to finding new customers. You can build better loyalty by enhancing the customer experience. Guest Journey mapping is one tool to achieve customer experience
In order to enhance customer experience with the business, we need to map their touchpoints with business related to
Discovery stage (before sale/booking)
Booking Stage or inquiry stage
Service delivery stage (arrival to the hotel stage and inhouse experience)
Check out the experience and billing stage.
Post sale experience i.e post departure experience.
This exercise is called customer/guest journey mapping. In the guest journey map, all key touchpoints with customer and guests with the entity are mapped in order to identify how we are engaging with them to improve their experiences
In this course, we will explain the customer journey map with reference to the hotel. Though its very specific to the hotel, any industry can get benefitted from this as principals and processes remain the same.
The course is delivered by Mr. Sanjeev Nayar who is an expert in hospitality. he has led a hotel chain in India and has over 35 years of experience.
What you’ll learn in this course on the customer journey map
Customer / Guest journey map
Hotel operations management
how to delight customers
Are there any course requirements or prerequisites?
None, you will learn from basics
Who this course is for:
front office associates
food and beverage department
hotel management students
You can enroll online at - https://ehotelmanagementschool.com/courses/guest-journey-map/
Proficiency in English: basic understanding