Master Customer Journey Map - Enhance your Guest Experience
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
In today's competitive market, customers are the lifeblood of any business. The need to invest time and effort into enhancing the customer experience has never been more critical. A positive customer experience not only builds trust and satisfaction but also fosters long-term customer loyalty, which is a cornerstone of sustained profitability.
Studies have shown that retaining existing customers is far more cost-effective than acquiring new ones, making it essential for businesses to focus on nurturing these relationships.
To effectively enhance the customer experience, it's important to understand and map out the various touchpoints customers have with your business. These touchpoints span across several stages, each playing a vital role in shaping the overall experience:
Discovery Stage (Pre-Sale/Pre-Booking): This is where potential customers first encounter your brand. It’s essential to make a strong first impression through marketing, social media, and online presence.
Booking or Inquiry Stage: At this point, customers are considering a purchase or booking. The ease and clarity of the booking or inquiry process can significantly influence their decision to proceed.
Service Delivery Stage (Arrival and In-House Experience): This stage encompasses the customer’s experience during their stay or use of the service. It's crucial to ensure that the service delivery meets or exceeds expectations.
Check-Out and Billing Stage: The check-out process should be smooth, transparent, and leave a lasting positive impression. Any issues here can negate previous positive experiences.
Post-Sale Experience (Post-Departure): After the sale or service, follow-up interactions, feedback collection, and continued engagement are vital to maintaining the relationship and encouraging repeat business.
In this course, we will delve into the customer journey map, with a specific focus on the hotel industry. However, the principles and processes discussed are universally applicable across various sectors.
The course is led by Mr. Sanjeev Nayar, a hospitality expert with over 35 years of experience, who has successfully managed a leading hotel chain in India. Whether you're in hospitality or another industry, this course will equip you with the tools and insights to enhance your customer experience and drive business success.
Who this course is for:
- front office associates
- food and beverage department
- hotel management students
- hotel managers
- hotel owners
Instructors
- 4.2 Instructor Rating
- 1,179 Reviews
- 57,720 Students
- 16 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.
- 4.4 Instructor Rating
- 1,254 Reviews
- 138,835 Students
- 14 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
- 4.2 Instructor Rating
- 471 Reviews
- 78,687 Students
- 15 Courses
Hotel management school is leading online hotel management training and service provider with having over 15 years if experience in hospitality, finance, audits, startups. We have been training over 100k students on udemy and physical classes and impacting their learning experience.
We provide hotel consulting services to small and medium-sized hotels to help them grow their business and profitability. If you wish to explore our services, pls send us a message with your query, we will be happy to assist in
- Revenue Management
- Guest Journey Mapping
- Financial Management and Planning