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Customer Journey Map - Guest Experience Enhancement Tool
Ehotel management school

How mapping customer journey helps enhance experience | key touch points in journey | learn from experts

Summary

Price
£59.99 inc VAT
Or £20.00/mo. for 3 months...
Study method
Online, On Demand
Duration
1.4 hours · Self-paced
Qualification
No formal qualification
Certificates
  • Reed courses certificate of completion - Free
Additional info
  • Tutor is available to students

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Overview

What you'll learn

  • Customer journey map

  • Guest Experience

  • Hotel management

  • Hotel operations management

  • how to delight customers

Certificates

Reed courses certificate of completion

Digital certificate - Included

Will be downloadable when all lectures have been completed

Curriculum

2
sections
13
lectures
1h 26m
total

Course media

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

  1. Discovery stage (before sale/booking)

  2. Booking Stage or inquiry stage

  3. Service delivery stage (arrival to the hotel stage and inhouse experience)

  4. Check out the experience and billing stage.

  5. 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 is this course for?

  • front office associates
  • food and beverage department
  • hotel management students
  • hotel managers
  • hotel owners

Requirements

  • None, you will learn from basics

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Legal information

This course is advertised on Reed.co.uk by the Course Provider, whose terms and conditions apply. Purchases are made directly from the Course Provider, and as such, content and materials are supplied by the Course Provider directly. Reed is acting as agent and not reseller in relation to this course. Reed's only responsibility is to facilitate your payment for the course. It is your responsibility to review and agree to the Course Provider's terms and conditions and satisfy yourself as to the suitability of the course you intend to purchase. Reed will not have any responsibility for the content of the course and/or associated materials.

FAQs

Study method describes the format in which the course will be delivered. At Reed Courses, courses are delivered in a number of ways, including online courses, where the course content can be accessed online remotely, and classroom courses, where courses are delivered in person at a classroom venue.

CPD stands for Continuing Professional Development. If you work in certain professions or for certain companies, your employer may require you to complete a number of CPD hours or points, per year. You can find a range of CPD courses on Reed Courses, many of which can be completed online.

A regulated qualification is delivered by a learning institution which is regulated by a government body. In England, the government body which regulates courses is Ofqual. Ofqual regulated qualifications sit on the Regulated Qualifications Framework (RQF), which can help students understand how different qualifications in different fields compare to each other. The framework also helps students to understand what qualifications they need to progress towards a higher learning goal, such as a university degree or equivalent higher education award.

An endorsed course is a skills based course which has been checked over and approved by an independent awarding body. Endorsed courses are not regulated so do not result in a qualification - however, the student can usually purchase a certificate showing the awarding body's logo if they wish. Certain awarding bodies - such as Quality Licence Scheme and TQUK - have developed endorsement schemes as a way to help students select the best skills based courses for them.
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