Description
Customer Experience in the Hospitality Industry is a deep dive into the heart of what makes hospitality thrive—people. In an era where online reviews and social media shape reputations instantly, creating memorable guest experiences has become more important than ever. This course explores customer behavior, satisfaction drivers, and the psychology of service. You’ll learn to map the customer journey, identify pain points, and implement strategies to exceed expectations at every touchpoint. Topics include hospitality etiquette, personalization through CRM systems, service recovery, staff training, and experience design. Real-world examples from luxury resorts, boutique hotels, and global chains illustrate how customer-centric cultures are built and maintained. You’ll also examine KPIs like Net Promoter Score (NPS), guest satisfaction surveys, and complaint resolution metrics. Whether you manage a front desk, lead a service team, or design guest experiences, this course equips you with the insights and techniques needed to foster loyalty, delight customers, and turn every interaction into a positive memory.
Enobong –
The course gave me actionable frameworks to train my staff. From welcome greetings to complaint handling, everything feels more intentional now—and our guest satisfaction scores prove it.
Chigozie –
This course helped me understand the emotional side of guest service. I’ve been able to create more memorable experiences for our guests, and we’re seeing better reviews already!
Edidiong –
It opened my eyes to the small details that truly shape a customer’s perception. The modules on personalization and service recovery were particularly valuable for our team.
Kingsley –
As someone preparing to enter the hospitality field, this course was a game-changer. It’s full of real-world examples and best practices you won’t find in a textbook.
Esther –
I’ve taken many business courses, but this one felt like it was made just for the hospitality world. It helped me align our service model with a guest-first mindset—and the positive feedback hasn’t stopped coming.