Customer Journey Map - Guest Experience Enhancement Tool
What you'll learn
- Customer journey map
- Guest Experience
- Hotel management
- Hotel operations management
- how to delight customers
Requirements
- None, you will learn from basics
Description
Customers are important for the business. In current times businesses need to spend time and effort in enhancing the customer experience with the business which can lead to better customer loyalty.
Customer loyalty leads to better profitability since It is cheaper to sell existing customers compare to finding new customers.
In order to enhance customer experience with the business, we need to map their touchpoints with business related to
Discovery stage (before sale/booking)
Booking Stage or inquiry stage
Service delivery stage (arrival to the hotel stage and inhouse experience)
Check out the experience and billing stage.
Post sale experience i.e post departure experience,
In this course, we will explain the customer journey map with reference to the hotel. Though its very specific to the hotel, any industry can get benefitted from this as principals and processes remain the same.
The course is delivered by Mr. Sanjeev Nayar who is an expert in hospitality. he has led a hotel chain in India and has over 35 years of experience.
Who this course is for:
- front office associates
- food and beverage department
- hotel management students
- hotel managers
- hotel owners
Course content
- Preview02:10
- Preview02:24
- Preview04:29
Instructors
![Hotel Management School Your learning Partner](data:image/svg+xml,%3Csvg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 64 64"%3E%3C/svg%3E){kind=avatar}
- 3.7 Instructor Rating
- 770 Reviews
- 38,280 Students
- 30 Courses
Hotel management school was established a year ago by young and Professional Hoteliers having a combined experience of over 20 Years.
Instructors have worked in prestigious hotel chains such as Shangri-la, Intercontinental in Finance, Operations, Sales & marketing at Director Levels.
Classes were taught first in physical environment to test contents and take feedback from students. These recorded classes combine both separate recording classroom settings.
Course Content is being updated regularly and new topics are added continuously based on feedback from students.
If you have any feedback you can email us or message us to make the overall learning experience engaging and complete.
- 3.8 Instructor Rating
- 2,724 Reviews
- 75,537 Students
- 34 Courses
PROFILE & STRENGTHS
Mr Manish Gupta is an experienced hospitality finance professional, having a blend of financial core expertise with hands-on training in managing hotel operations and business development.
Having worked as an Auditor for 7 years, he moved into finance management for brands like Parsvnath Developers and Shangri-La Hotels & Resorts and currently serving as the CFO of HTOO Hospitality.
His role is to spread the finance function for the largest hospitality in Myanmar owned and managed by one of the biggest business houses in Myanmar. They have 16 operational and underdevelopment High-end boutique resorts (covering an overall room inventory of 800+ rooms), 2,000 employees. Most of the properties are leaders in their region on trip advisor and won various travel awards over a period of time.
He has proven experience in setting up the foundation for sustainable growth (in the form of management information systems, restructuring), ERP implementation, gear towards IPO readiness & IFRS convergence. With such a great skill set, the students can be assured about the quality of training with his expertise.
He has been teaching at various institutions in Myanmar such as Swiss Business School, American Hospitality Institute of Myanmar with students ranging from directors to CEO of various companies.
ACADEMIC & PROFESSIONAL CREDENTIALS
Chartered Accountant – 2005 (Member of the ICAI) form Institute of Chartered Accountant of India
Company Secretary – 2005 from Institute of Company Secretaries of India
DISA (Diploma in Information System Audit) Supervisory Excellence (Online) & Business Leadership form e-Cornell University
Strategic Leadership from Shangri-La Global University