Global Certificate in Hotel Guest Journey Mapping
-- ViewingNowThe Global Certificate in Hotel Guest Journey Mapping is a comprehensive course designed to enhance the learners' understanding of customer experience management in the hospitality industry. This course highlights the importance of mapping the guest journey to improve service quality, increase customer satisfaction, and drive revenue growth.
3,495+
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GBP £ 149
GBP £ 215
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โข Guest Journey Mapping Concepts: Understanding the guest journey mapping process, its benefits, and key components. โข Pre-arrival Phase: Mapping the guest experience from the initial booking to arrival, focusing on communication, expectations, and first impressions. โข Arrival and Check-in: Analyzing the guest experience during arrival, lobby interaction, and the check-in process, emphasizing efficiency and personalization. โข In-room Experience: Examining the guest experience in their room, including room amenities, cleanliness, and technology. โข On-property Services: Exploring the guest experience with various services, such as dining, spa, fitness, and recreation. โข Housekeeping and Maintenance: Evaluating the guest experience related to housekeeping, maintenance, and communication. โข Departure and Check-out: Investigating the guest experience during departure, focusing on simplified check-out procedures and opportunities for feedback. โข Post-stay Engagement: Strategizing follow-up communication, reviews, and loyalty programs to enhance the overall guest experience and encourage repeat business. โข Data-driven Decision Making: Analyzing guest journey mapping data to identify trends, areas for improvement, and overall guest satisfaction.
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