Customer Experience in Hospitality and Tourism

Course schedule

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Course Overview

This course focuses on customer journey design, service excellence, and complaint handling. Delegates will learn how to improve satisfaction across touchpoints and build loyalty.

Who Should Attend

Customer-facing professionals and experience designers.
Past delegates have included:

Guest Relations Managers
Experience Designers
Tourism Customer Service Heads
Quality Assurance Managers
Hospitality Trainers

Course Outcomes

Map and analyse customer journeys
Improve service standards
Train and manage front-line teams
Handle complaints effectively
Monitor satisfaction metrics
Build repeat business

Course Topics

Strategic Management in Hospitality and Tourism

Strategic planning processes
Competitive environment analysis
Strategic initiative implementation
Performance metrics evaluation

Marketing for Hospitality and Tourism

Marketing strategy development
Digital marketing tools utilisation
Brand positioning enhancement
Marketing effectiveness measurement

Financial Management in Hospitality and Tourism

Budgeting and forecasting
Revenue stream management
Financial statement analysis
Cost control techniques

Designing the Customer Experience

Mapping the customer journey
Identifying pain points and gaps
Experience personalisation
Integrating technology

Service Delivery and Recovery

Delivering consistently high service
Staff training and motivation
Dealing with complaints and feedback
Loyalty-building strategies

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Other Courses

Mergers and Acquisitions Transaction Management

Strategic Leadership and Decision Making

Vendor Selection and Tender Process Management

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Customer Experience in Hospitality and Tourism

Course schedule

If you don’t see your preferred course date, please contact us.

Course Overview

Who Should Attend

Course Outcomes

Course Topics

Mergers and Acquisitions Transaction Management

Strategic Leadership and Decision Making

Vendor Selection and Tender Process Management

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