GUEST EXPERIENCE DEVELOPMENT PROGRAM

Course Description

Guests place value on how they are treated. A guest will place a judgment on the brand value of a business from the initial contact- via phone call, email or face-toface, to the point of purchase or rejection. It is therefore vital that businesses understand that the margin between making a sale and losing a guest is very small. An investment in improving guest service would therefore, improve the perception of their products/ services and subsequently, lead to the growth of the business and positively impact their bottom line.

Employees may benefit from:

  1. Improved employee self-confidence and morale
  2. Improved skill and overall capability to enhance efficiency
  3. Improved professionalism in the workplace.
  4. Feeling of adding value to the business and career development.
  5. Problem-solving skills
  6. Creating a positive relationship with the guests

Businesses may benefit from:

  1. Increased guest satisfaction and loyalty
  2. Improved internal operations through effective communication
  3. Improved professionalism in the workplace.
  4. Increased revenue
  5. Decreased operational costs
  6. Marketing platform due to improved guest feedback and recommendations

Program Objectives

By the end of these sessions, participants will:
  1. Recognize what 'guest service excellence' really means - to you and your guests
  2. Understand and shape the role of each employee in the guest value chain
  3. Identify 'best practice' in managing different guest situations, including complaints
  4. Integrate all aspects of your organization to manage and exceed guest expectations
  5. Measure and assess how well guest service standards and objectives are being achieved
  6. Develop a guest excellence mind-set
  7. Find creative methods to enhance the guest experiences

Program Methodology

By the end of these sessions, participants will:
  1. Interactive sessions (Blended Learning Approach)
  2. Case studies
  3. Identify 'best practice' in managing different guest situations, including complaints
  4. Problem-solving exercises
  5. Group Discussions

Enrollment

General Communication

For general queries, including partnership opportunities, please email info@bihc.ac.ke

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