Unit-1: DEFINITION OF CUSTOMER

Types of Customers, 

Ownership & Value, 

Characteristics - Customer Value, Total Cost of Ownership, Philosophy of Guest 

Unit-2: SERVICE EXCELLENCE & EXPERIENCE

Creating standards in services, Benchmarking, Principles of Customer Service, Personalized services & Quality and feedback 

Unit-3: DEFINING LOYALTY

Understanding loyalty segment, Loyalty schemes, Customer retention techniques, creating service excellence 

Unit-4: CUSTOMER METRICS

Uses of customer metrics, Creating Guest Centric system, Emerging trends in guest retention & Creating excellence 

Unit-5: GUEST CONTACT & CURRENT HOSPITALITY PRACTICE

Guest Relations, Service culture, Handling awkward difficult situation, Guest communication, Guest preferences and guest history, Complaint Management System, Guest satisfaction tracking system & Mystery Audits