This presentation focuses on managing customer experience in the hospitality industry, with a specific focus on Gilpin Hotel & Lake House. It discusses different customer needs and expectations, market segments, factors that influence customer engagement, customer experience mapping, the impact of digital technology in CRM, and strategies to develop customer experience. The presentation also emphasizes the importance of providing quality customer service and prioritizing customer relationships over profits.

Unit 6: Managing the Customer Experience

Explain the needs and expectations of market segments for the service industry

Discover effective customer experience management strategies, including digital technology's impact on CRM and meeting customer needs.

Managing Customer Experience

Leadership Management

Rooms Division Operations Management

PowerPoint Presentation

Front Office Service

Regency Polytechnic College

TOP5971 UNIT 3 ROOM DIVISION

Marketing

P 1 Value and importance of understanding the needs, wants and preference

Professional Development