Managing Guest Experience
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Who are your guests and how to ensure their satisfaction? SALINA provides a support to your organization, to train employees to master Service Excellence Mindset. |
Audience
Managers and supervisors involved with guest satisfaction, staff management, and service effectiveness monitoring
Objective
Managing Guest Experience is a central issue for any qualitative organization, and the key factors of success are: to be able to identify distinctively guests' profile and habit in order to provide adapted service that would match guest expectation; to master the staffing process in order to reduce turnover and enhance guest satisfaction; to diagnose service failures and implement recovery strategy, and to monitor a system to avoid unsatisfactory guest experience.
This course will train delegates in all the principles of Managing Guest Experience and the development and implementation requirements of the guest satisfaction.
Content
Managing Guest Experience is based around three established dimension.
Dimension 1: Strategy. In this part we will review basic definition such as quality, value and cost; following by the difference in between product and service; then the guestology or a better understanding of guest profile and habit; finally the implementation of the guest satisfaction strategy.
Dimension 2: Staffing. In this part we will define the four quadrants of the staffing process, auditing, strategizing, recruiting and evaluating; following by the engineery training steps; then the advantages and disadvantages to involve the guest into your strategy.
Dimension 3: System. In this part we will learn how to diagnose guest failures; following by the implementation of the service recovery programme; then how to measure service effectiveness; finally to monitor a system to avoid unsatisfactory guest experience.
What will it allow you to do?
- To set strategy in optimizing the guest experience
- To man staffing capable in optimizing guest experience
- To conceptualize and manage a system for managing the guest experience
Services include:
- Course content material
- ½ day examination session
- Identification of next steps
Completed within four days
SALINA will work closely with your leadership to ensure you receive a successful training with practical advice. We want to help your organization achieve its goals efficiently and effectively.
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