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    SpicyMags.xyz

    Hotel Management Customer Service

    Posted By: ELK1nG
    Hotel Management Customer Service

    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.