ΠΕΡΙΓΡΑΦΗ

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.

ΣΚΟΠΟΣ ΣΕΜΙΝΑΡΙΟΥ

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