Students are required to undertake an appraisal of a guest service experience to demonstrate their understanding and appreciation of cutting-edg

This report examines how digital technology is employed in the management of customer experience along with specific examples. It also includes customer service strategies in context of the service sector.

Marketing

Design and Creativity

Managing the Customer Experience in the Service Sector

Front Office Management

This report discusses the functions of front office operations, use of technology, importance of communication, reservation process, revenue management techniques, and guest experience in Intercontinental Hotel Group. It covers topics such as creating guest database, handling guest account, coordinating guest services, ensuring guest services, and trying to sell services. It also assesses the ways front office operations use technology to enhance the guest experience, evaluates the importance of interdepartmental communication, discusses the reservation process, assesses the importance of forecasting room availability and room revenue, and applies a range of yield (revenue) management techniques. Additionally, it analyzes front office operations during the four stages of guest experience journey and ways they optimize business operations and sales, and appraises benefits of digital technology and innovation on enhancing guest experience.

Cavite State University

Leadership Management

Artificial Intelligence

Front Office Operations Management: Functions, Technology, Communication, Reservation, Revenue Management, Guest Experience

Front Office Operations

This report discusses the functions of front office operations, ways to use technology to increase guest experience, importance of interdepartmental communication, reservation process, and yield revenue management techniques. It also analyzes front office operations during each stage of guest experience journey and ways to optimize business performance. The report focuses on Holiday Inn, a subsidiary of intercontinental hotel groups, headquartered in Denham. The report covers various aspects related to front desk operations management.

Batangas State University

Front Office Operations Management (VB)

Customer experience management in hospitality PDF

This presentation discusses the importance of customer journey map and the stages involved in the customer's interaction with a company. It highlights the role of websites, emails, and follow-up emails in attracting and engaging customers. It also emphasizes the significance of providing effective services and facilities during the customer's stay. Furthermore, it explores the importance of feedback, discounts, and promotions after the stay. References are provided for further reading.

Customer Journey Map

PowerPoint Presentation

This presentation summarizes the different stages of customer journey map in Dukes Hotel London and the physical evidence stages of the company.

Students are required to undertake an appraisal of a guest service experience to demonstrate their understanding and appreciation of cutting-edg

End of preview

Managing the Customer Experience in the Service Sector

Front Office Operations Management: Functions, Technology, Communication, Reservation, Revenue Management, Guest Experience

Front Office Operations Management (VB)

Customer experience management in hospitality PDF

Customer Journey Map

Customer Journey in Dukes Hotel London

Students are required to undertake an appraisal of a guest service experience to demonstrate their understanding and appreciation of cutting-edg

End of preview

Managing the Customer Experience in the Service Sectorlg...

Front Office Operations Management: Functions, Technology, Communication, Reservation, Revenue Management, Guest Experiencelg...

Front Office Operations Management (VB)lg...

Customer experience management in hospitality PDFlg...

Customer Journey Maplg...

Customer Journey in Dukes Hotel Londonlg...

Managing the Customer Experience in the Service Sector

Front Office Operations Management: Functions, Technology, Communication, Reservation, Revenue Management, Guest Experience

Front Office Operations Management (VB)

Customer experience management in hospitality PDF

Customer Journey Map

Customer Journey in Dukes Hotel London