Created by Hotel Management School Your learning Partner, Manish Gupta | Last updated 10/2020
Duration: 1h 25m | 2 sections | 13 lectures | Video: 1280x720, 44 KHz | 1.7 GB
Genre: eLearning | Language: English + Sub
Customers are important for the business.
How mapping customer journey helps enhance experience | key touch points in journey | learn from experts
Customer journey map
Guest Experience
Hotel management
Hotel operations management
how to delight customers
None, you will learn from basics
In current s businesses need to spend 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.
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,
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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.
Who this course is for:front office associatesfood and beverage departmenthotel management studentshotel managershotel owners
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