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Hotel Management: Customer Experience and Relationship Excellence
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- Hotel Management: Customer Experience and Relationship Excellence
CPD StandardsInstant confirmationGlobal presenceGuest expectations in hospitality have shifted sharply over the past decade. Rising review culture, loyalty programme saturation, and post-pandemic service gaps mean hotels can no longer rely on location or brand name alone. This course puts customer experience and relationship management at the centre of hotel operations, giving delegates a practical toolkit they can apply from front desk to F&B, housekeeping to C-suite.
Over five days, delegates work through the full guest journey, from pre-arrival touchpoints to post-stay recovery, building skills in service design, complaint handling, team leadership, and loyalty strategy. Real-world case studies drawn from international hotel groups and independent properties keep the learning grounded throughout
Course Objectives
- Identify the key drivers of guest satisfaction and map them across the full hotel experience
- Apply service design principles to improve touchpoints at each stage of the guest journey
- Develop strategies for building long-term guest relationships and repeat business
- Analyse guest feedback data to spot service gaps and prioritise improvement actions
- Evaluate complaint-handling techniques and apply structured resolution frameworks
- Build internal communication habits that keep front-of-house and back-of-house aligned
- Understand loyalty programme mechanics and how to tailor them to different guest segments
- Recognise the role of emotional intelligence in delivering consistent, personalised service
Who Should Attend?
- This course is ideal for hotel managers and department heads looking to sharpen their guest experience strategy
- Front-of-house supervisors and team leaders aiming to raise service consistency across shifts
- Guest relations and concierge professionals seeking structured frameworks to complement their on-the-job experience
- Revenue and sales managers who want to understand how service quality connects to loyalty and repeat bookings
- HR and training professionals in hospitality responsible for onboarding and service culture programmes
- Independent hotel owners and operators building or refreshing their customer experience approach
- Professionals transitioning into hotel or broader hospitality management roles from adjacent sectors
Course Outline
- What guests actually want: expectations, perceptions and the satisfaction gap
- Mapping the full guest journey from pre-arrival to post-stay
- Service culture in hotels: how values translate into daily behaviours
- Introduction to experience design: moments that matter and how to engineer them
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Accreditations
CPD Standards
Helping to develop learning worldwide.
ISO 9001:2015
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Register 3 delegates on the same course and pay for 2 — save £4,300 on this course.
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Corporate buyer? You can request to pay by invoice at checkout.
Covered by the LTFE Guarantee — 100% satisfaction
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Our Hospitality & Tourism training advisor — replies within an hour during working hours.
isabel@londontfe.com
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What our delegates say
Thank you for the opportunity for having attended Advanced Skills of the Bid and Tender Management Process from London Training for Excellence. It was a good experience as I find myself with added knowledge so as to contribute I a more quality manner to my com…
The course is very adaptable to everyday work and contributes to developing CSR framework in our own organisation. Very practical and useful.
The training provided by LondonTFE are very inspirational and thought provoking. The outlines are comprehensive and the method of teaching is mostly practice-oriented. The LondonTFE staff always been able to balance the composition of participants, which contr…
