Hotel Management Customer Service

[fessridakla]

Hotel Management Customer Service
Published 5/2023
MP4 | Video: h264, 1280x720 | Audio: AAC, 44.1 KHz
Language: English | Size: 3.48 GB | Duration: 2h 39m

Hotel customer service psychology, Improving customer service in hotel, Hotel first impression, Customer loyalty etc.

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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