1

Intro to Instructor and Course – Why its important to delight the customer

2

how enhancing customer experience helps organization

1

What is Customer Journey and Why its important for guest experience

2

Pre-arrival Experience Journey Mapping – Touch points before guest arrive to hotel

3

Pre-arrival engagements with guest post reservation but before arriving to hotel

4

Arrival Experience of guest at airport and hotel Lobby

5

Arrival Experience how to enhance and what to avoid

6

Touch Points during the stay at the hotel and in room experience

7

Departure Experience at hotels what needs to be cared for

8

Post Departure Experience for guests to keep guest engagement for future booking

9

Process of creating a Customer Journey Map

10

Closure of the course with lasting thoughts