Creating and improving the Guest (Customer) Experience

- Guest Hospitality

  • calender 12/02/2024 09:00
    16/02/2024 16:00
  • clock English
    clock 7 hours (5 days)
    teacher Winsedswiss Education group
  • 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


Delegates profile:

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

The training program will be held for minimum 10 participants , and for maximum 15.



  • COST
  • VAT


  • DATE
  • TIME
    9:00 - 16:00

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