What you'll learn
The importance of hotel first impression
How to improve customer service in hotel industry
The complete guide to hotel customer loyalty
Handling hotel guest complaints
Tips to teach employees to love and respect customers
How to improve front office operations in hotel
Customer service and anti-service
Principles to understand customer service psychology
Social media marketing for hotels and tips to boost your visibility
Requirements
No special requirement
Desire to learn more about the industry
Desire to understand customers for competitive advantage
Description
The hotel industry has significantly contributed to the global economy, by providing employment and aiding the economy. In this our current dispensation this industry has changed drastically now the competition is so much that customers have many choices to make, so what will make a hotel stand out is simply the company ability to satisfy their customers, so great customer service is the panacea for a thoroughly successful hotel business. The customer is the king for any business, so the responsibility depend on hotel managers to ensure that their service is well improved, so that they can get loyal customers. The first impression of any business is very important because good impressions will last in the mind of the customer, which intend will lead to repeat business. There is a Japanese proverb that said that the reputation of thousand years may be undermined by the conduct of one hour. There is no business that have never hard challenges with their customers but the company ability to handle customer complaints and resolved it amicably is a sign of a mature company and a company that care for the happiness and welbeing of its both potential and loyal customers.The greatest responsibility depend on hotel management to ensure that there is hotel policy that deals with customers and how employees should love and respect customers, let me be quick to say that if the employees are not treated well by management then it will be very difficult for them to care for the customers the way management want them to do. There should be a very clear plan to reward customers, in the form of loyalty programs.
Overview
Section 1: Introduction
Lecture 1 Introduction
Lecture 2 What is customer service in the hotel industry
Lecture 3 Why customer service is important in hotel industry
Lecture 4 Principle to understand customer service psychology
Section 2: How To Improve Customer Service In Hotel Industry
Lecture 5 Survey your guest
Lecture 6 Know your customer inside-out
Lecture 7 Make customer service easy
Lecture 8 Use omnichannel communication
Lecture 9 Train your staff
Lecture 10 Make sure anyone can help
Lecture 11 Go beyond service expectations
Lecture 12 Have a sense of humor
Section 3: Tips To Teach Employees To Love And Respect Customers
Lecture 13 Determine who get focus
Lecture 14 Emphasize emotional intelligence
Lecture 15 Enforce standard of business etiquette
Lecture 16 Understand and adapt to different standards
Lecture 17 Establish lines of communication for customers
Lecture 18 Do not sacrifice customers on the altar of profit
Lecture 19 Empower trained employees
Lecture 20 Maintain opportunities for advancement
Section 4: The Importance Of Hotel First Impression
Lecture 21 Why hotel first impression matter
Lecture 22 When, and where is a hotel first impression created
Lecture 23 Improve reception design
Lecture 24 Keep it tidy
Lecture 25 Optimize your home page
Lecture 26 Send information packs
Lecture 27 Provide packing list
Lecture 28 Personalize communication
Lecture 29 Remember the day before
Section 5: Handling Hotel Guest Complaint
Lecture 30 Uncover tips and strategies for handling guest complaints
Lecture 31 Common hotel guest complaints
Lecture 32 Locating guest complaints
Lecture 33 The consequences of unanswered hotel guest complaint
Lecture 34 Responding to in-person complaints
Lecture 35 Responding to written guest compaints
Lecture 36 Turning a guest complaint into a rave review
Lecture 37 Tips to handling guest complaint
Lecture 38 Handling guest complaint as a team
Section 6: The Complete To Hotel Customer Loyalty
Lecture 39 What is customer loyalty
Lecture 40 How do hotel loyalty programs
Lecture 41 why should hotel reward loyal customers
Lecture 42 What should be included in a hotel customer loyalty program
Lecture 43 What strategies can hoteliers used to increase guest retention
Lecture 44 Example of successful hotel loyalty programs
Section 7: How To Improve Front Office Operations In Hotel
Lecture 45 What is front desk operation
Lecture 46 Align tasks based on their priority
Lecture 47 Invest in training front desk staff
Lecture 48 Keep sufficient staff
Lecture 49 Know your guests
Lecture 50 Bring technology into the practice
Lecture 51 Go contactless
Section 8: Social Media Marketing For Hotels Tips To boost Your Visibility
Lecture 52 Why is social media marketing for hotel so important
Lecture 53 Share slice-of-life content
Lecture 54 Use your google business profile
Lecture 55 Start with music
Lecture 56 Follow 80/20 rule
Lecture 57 Partner up
Lecture 58 Ideas worth stealing from your own social media marketing
Lecture 59 Examples of social media marketing for hotels we cannot stop talking
Section 9: Customer Service And Anti-Service
Lecture 60 Introduction
Lecture 61 What is anti-service
Lecture 62 A tale of two hotels
Lecture 63 Energy is contagious
Lecture 64 Pitching and candor
Lecture 65 Is automation anti-service
Lecture 66 Cancellation and anti-service
Section 10: Conclusion
Lecture 67 Questions for hotel customer service
Customers, travelers, hotel employees, hotel associations, managers, directors, CEO, hotel consultants, governments, students, policy makers, Investors, businessmen, event organizers etc.


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