Hotel Management: Customer Experience and Relationship Excellence in London
Next start 14 Dec 2026 · 1 date in London · 5 days · 20 CPD hours · from £4,300
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Hotel Management: Customer Experience and Relationship Excellence runs in London on 1 date, starting 14 Dec 2026. £4,300 per delegate in London, exc VAT.
- 14 Dec 2026 next start
- 1 date in London
- 5 days in person
- 20 CPD hours
- £4,300 per delegate
London dates & prices
| Dates | Venue | Duration | Price | |
|---|---|---|---|---|
| 14 - 18 Dec 2026 | London | 5 days | £4,300 | Register |
About the course
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
What you will learn
- 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
Full day-by-day outline, accreditations and who should attend →
Accredited by CPD, ISO 9001:2015.
Frequently asked questions
When does Hotel Management: Customer Experience and Relationship Excellence next run in London?
The next London start is 14 Dec 2026 (14 - 18 Dec 2026); 1 date is scheduled in London.
Where in London is the course held?
At a central London business venue; the address and joining instructions are confirmed on your booking.
How much does Hotel Management: Customer Experience and Relationship Excellence cost in London?
£4,300 per delegate, including tuition, materials and your CPD certificate (20 CPD hours). UK VAT applies only to UK-billed bookings. Pay online by card, Apple Pay, Google Pay or PayPal, or request an invoice.
Can I book Hotel Management: Customer Experience and Relationship Excellence in London for a group?
Yes: register 3 delegates on the same date and pay for 2, or ask for a group quote. We also run this course in-house at your offices in London or a venue of your choice.
Hotel Management: Customer Experience and Relationship Excellence in other cities
Training a team in London?
Register 3 delegates and pay for 2, or have Hotel Management: Customer Experience and Relationship Excellence delivered in-house at your offices.