Customer Relationship Management: Going Beyond Customer Service
Hotels are a customer-driven industry, and companies around the world strive to create unique experiences for their guests that exceed expectations and deliver on the brand value promise. This course examines customer service at all levels of the hotel, providing an overview of the ways in which customer relationship management not only can improve on the guest experience with every interaction, but also can drive increased revenues and profitability for the company.
You'll Walk Away with
- An understanding of the difference between delivering service and exceeding guest expectations
- Knowledge of guest expectations throughout the selection process and on-property experience
- The ability to identify high-value customer segments