Managing & Enhancing Hospitality Customer Service

Your programme modules and learning content are delivered via the Microsoft Teams study platform, and feature the following resources:

• Professionally produced video lectures created by leading business practitioners 
• A designated tutor who will provide support and feedback throughout your programme 
• Case studies and discussion questions to enhance your understanding of theory in context 
• Downloadable e-books and free library resources to aid your assignment writing and research
• Access to online forums where you can share and discuss new concepts with fellow students and professionals from around the world

The experience you gain on the GEBS intensive courses will remain with you far beyond the five days of your educational experience. It is designed to be a learning journey that lasts a lifetime.

The short course will cover the process of designing, delivering and managing service quality and related customer experiences. The course will present service quality and experience frameworks that will facilitate the design, delivery and management of service experiences. The relationship between service quality management, customer satisfaction and customer loyalty will be explored. Participants will be able to critically analyse and evaluate the impact of service quality management systems on customer service experiences with an emphasis on customer satisfaction and customer loyalty. The course will also address the impact of staffing on customer service experiences.

Case studies, interactive discussions, group exercises, coaching and 360-degree feedback will teach attendees how to have greater impact in their organisations and drive their own career development. Personalised coaching is a core component of the programme.

Through expert and peer coaching, the content will be linked to women leaders’ past and current experiences as well as their future aspirations, creating a truly personalised experience.

The content is also tailored to each participant’s current organisational context and the broader performance-limiting factors hospitality teams face within their businesses.

Participants will continue to receive support after the programme with a follow-up coaching session to cement learning and drive forward personal action plans.

Once you have completed the four-day programme, you will have the opportunity to engage in follow-up coaching through which to continue the process of reflection that began on the course, deepening your ongoing learning and personal development once you return to the workplace.

The full breakdown of course modules is as follows:

If you’d like to apply, click on the Apply Now button at the bottom of this page. Please fill in the form and provide as much detail as possible so we can properly advise you on the next steps. Once you’ve submitted your application form, one of our dedicated course advisors will contact you within 48 hours.