Hotel Management: Customer Experience and Relationship Excellence in Amsterdam

Guest 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

• 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