Building a Customer-Centric Culture in the Hospitality Industry
About This Course
By the end of this 2-day module, participants will be able to:
o Define the characteristics and benefits of a customer-centric culture and understand why this is a critical factor for success
o Understand the shift in customer expectations and decision-making and change employee mindsets to deliver on this
o Apply the Hospitality Customer-Centric Culture Transformation Blueprint, decipher the higher purpose and noble mission and create customer-centric company values and behaviours
o Engineer vision statements for key business functions and align vision statements to purpose
o Implement the customer-centric culture by empowering, rewarding and celebrating customer-centric behaviour, and track and optimise progress by metrics and Key Performance Indicators
What You'll Learn
This module empowers a hospitality business to create a holistic customer-centric culture that prioritises the needs and expectations of your guests. Participants will learn a novel framework to design and build the foundations for a customer centric-culture. This includes uncovering the customer-centric company DNA, creating meaningful values and defining behaviours, to articulating the customer vision for various business functions, and empowering team members to live the culture every day.
This provides them with a huge competitive advantage for their hospitality business, positively impacts the bottom line and takes the business to the next level of success.
Participants go through an experiential learning journey which includes deep case studies and relevant examples (local, regional, global), coupled with hands-on and immersive group exercises.
Entry Requirements
N/A