ΠΕΡΙΓΡΑΦΗ

Hospitable - the mindset and attitude needed to create an excellent guest (customer) experience.

ΣΚΟΠΟΣ ΣΕΜΙΝΑΡΙΟΥ

Hospitude - the mindset and attitude needed to create an excellent guest (customer) experience Communication - the key to create or improve Customer experience Knowing your customer - different types of customers  knowing and understanding the customer needs and expectations. How to delight your customer - going the extra mile Handling guest comments and guest complaints. Using PMS reports to improve your Customer experience. Grooming - the image of the self as the image of the hotel.

The customer journey - a better understanding of the steps a guests takes together with you and of the ways their experience could be improved. By the end of this course participants will understand and be able to apply the following: 

What is HOSPITUDE and how a positive mindset can help you to create memorable moments for your guests 

• Know and be able to create a culture of excellence in their own organization Increase the quality of the services they provide 
• Know different types of customers, understand their profile, needs and will be able to better create experiences that fit their needs and expectations Improve their communication skills (verbal/ nonverbal/ para-verbal) so that they improve the interaction with their customers 
• Be able to create the specific customer journey for their organization 
• Be able to use both quantitative and qualitative KPIs specific to Customer experience 
• Be able to use specific tools to measure the impact of Customer experience.

ΣΕ ΠΟΙΟΥΣ ΑΠΕΥΘΥΝΕΤΑΙ

• Managers Customer experience responsible employees 
• Front Office Managers 
• F&B Managers 
• Guest contact Managers