Understand customer needs

Understand customer needs

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Seat time: 45 minutes

Course overview:

Although all customers have some basic expectations when they stay in a hotel such as cleanliness and safety, depending on why they have booked, customers have additional expectations. The ability to understand the different expectations and to meet or preferably exceed those expectations is the real art of the hospitality professional.


Designed for all operational ‘front facing’ hotel staff. The modules can be used as a complete programme or individually for specific training needs or refreshers. Individuals may like to develop their own knowledge and confidence or use the module certificates at interviews.


  • Identify the different needs of different types of customers Identify ideas to put the WOW! Into great customer service

This course is CPD Certified and endorsed by the Institute of Hospitality