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Hotel Management Customer Service - fessridakla - 05-30-2023 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. HOMEPAGE DOWNLOAD |