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Description
To truly deliver great customer service and create memorable experiences, understanding customer needs is a vital part of the knowledge of a hospitality professional. Team members who understand customer needs and expectations stand out. Customers receiving this level of service not only return but also tell others about their great experience, boosting your business’s reputation.
This online course starts by considering the general needs of all customers such as cleanliness and value for money and how, by using the principles of the Behaviour Cycle, responses can be adapted to meet the needs of different types of customers.
Topics covered in this online course include:
- General needs
- Leisure customers
- M.I.C.E.
- Corporate customers
- Lone female traveller’s
- Technology v the personal touch
The course is delivered fully online and is split into six highly interactive sections. Learners will engage with lots of questions and activities that use real hospitality situations to draw out an understanding and consider case studies that reflect understanding customer needs in practice, finishing with a quiz to ensure points are remembered and understood. The course may be completed in short sections over a period of time or all at one go! In addition, there are links to websites and documents that can be used to research further learning. Designed for all operational ‘front facing’ hotel staff.
This hospitality online course can be used for specific training needs or refreshers. Individuals may like to develop their own knowledge and confidence or use the module certificates at interviews.
Institute of Hospitality
This online course is endorsed by the Institute of Hospitality (IoH). The IoH is the leading professional body for hospitality professionals. They promote professionalism in the hospitality industry through lifelong learning.
Learning objectives
By the end of the course you will be able to:
- Identify the different needs of different customers
- Identify ideas to make help make memorable experiences for your customers
Entry requirements
There are no entry requirements.
Course assessment and certification
At the end of the course, learners complete a 14-question quiz in the same style as the learning activities (drag-and-drop, single choice, multiple choice). The pass mark is 80%, with unlimited retakes available.
Post-Module Action Plan
Completing training doesn’t always mean that action and change happens! Learners can download our unique actions plans from within the module and complete a series of questions which help learners to apply the information in the course to their workplace and identify areas where they need further information or training. Managers can use the action plans to discuss with individuals or their whole team not only to organise additional information to drive customer service improvements.
