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Managing Service Excellence and Human Centricity

Discover the world of service excellence and human-centricity. This one-week module combines guest desires with employee empowerment, encourages innovation in service, and promotes responsible management practices.

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Cultivating Excellence: Mastering Customer Experience and Service Management

In today's global marketplace, delivering an enjoyable customer experience is pivotal to the success of products and services. This module is designed to equip hoteliers with the tools to define and manage customer experiences effectively, aligning operational delivery with customer expectations. Understanding that customer service is not merely a transaction but an experience, the curriculum delves into the strategic management of the entire customer journey, emphasizing the uniqueness of each brand experience.

By the end of this module, participants will have acquired the skills to critically assess, improve, and strategically manage customer experiences, ultimately contributing to the overall success of their brand or product.

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Course information

Module Highlights

This course develops specialized knowledge and skills that enable you to : 

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Gain a deeper insight into customer experience management through active participation, engagement, and critical thinking. Explore how to create lasting impressions.; Discover various experiential learning contexts and firsthand service forms, enhancing your practical understanding of customer-centric practices.; Familiarize yourself with tools to assess service experiences and develop effective strategies for improving customer experiences, ensuring lasting satisfaction.; Understand the essential components that give meaning to human interaction. Develop the skills for fostering mutual understanding and building meaningful connections in a rapidly changing environment.;

Highlights

Course Highlights

Deep dive into customer experience management with active engagement;Tools for assessing service experiences and crafting strategies to enhance customer satisfaction;Consumer psychology principles to design exceptional experiences;Diverse experiential contexts and hands-on service forms, enhancing your practical knowledge

 

Course Highlights

Program Journey

Course Content

Hospitality Business Models, drivers and trends

Facilitated by: Dr. Frédéric Delley, Dr. Demian Hodari, Dr. Margarita Cruz

COURSE UNIT DESCRIPTION :

Embark on a Comprehensive Journey into Hotel Management. Discover the pivotal tools employed by esteemed hotel executives to discern and navigate industry trends. Delve into a thorough exploration of the varied operating and ownership structures prevalent in the hospitality sector, with a specialized focus on hotels. The course is meticulously structured through concise lectures, insightful class discussions, and engaging interactive exercises. Elevate your understanding and competence in hotel management!

MAIN LEARNING OBJECTIVES:

  • Develop a systematic way to identify and monitor important macroenvironmental trends driving the hospitality industry
  • Understand how such forces impact the competitiveness of firms within different hospitality industry sectors
  • Determine the appropriateness of different business models used by the various stakeholders in a hospitality (hotel) business

Duration: 2 days

Leveraging distribution and revenue management for profitability optimization for the Hospitality Industry

Facilitated by: Dr. Cindy Heo, Dr. Maggie Chen

COURSE UNIT DESCRIPTION:

An Exploration of Business Potential Enhancement: This course aims to broaden the perspective on the untapped potential of business enterprises. By addressing intricacies and opportunities related to multi-sided platforms and revenue management, it harnesses multi-sided platform theories to refine distribution strategies.

Designed with precision, this curriculum offers hoteliers a diverse set of tools, emphasizing enhanced organizational profitability through established revenue management methodologies. Participation in this course allows hoteliers to access profound insights, equipping them to navigate distinct challenges and pinpoint promising revenue opportunities. Enrollment is a step towards transformative business acumen.

MAIN LEARNING OBJECTIVES:

  • Develop the strategy to leverage platforms for reaching, converting, and retaining customers
  • Understand the principles of revenue management approach
  • Forecast future demand and utilize them for dynamic pricing strategies
  • Identify potential revenue opportunities by leveraging the concept of expected monetary value

Duration: 2 days

Experiential Learning Day: Hospitality concept development

Facilitated by: Mr. Dartevelle, Mr. Jean-Luc Fourrier

(This day is available only for individuals enrolled in the full program or in this weekly module)

COURSE UNIT DESCRIPTION :

Restaurant guests have numerous options at hand and aspire to be provided not only with great food and service but also with an all-encompassing experience. Different guest segments have widely different needs which are evolving fast, influenced by [cultural, ethnographic…] trends. To remain competitive, restaurant owners and managers need to react and anticipate these changes by developing an in-depth understanding of trends and segmentation and putting the guest journey and its critical episodes at the heart of concept development. The course covers all aspects of concept development, from market research, consumer segmentation and journey mapping, design-thinking, storyboarding, interior design, and kitchen to the definition of the relevant operational and financial indicators.

MAIN LEARNING OBJECTIVES:

  • Be able to identify the key global and local trends and their impact on the restaurant concept
  • Be able to lay out a customer journey identify the key episodes (pain points and potential delights) and use the basics of the design thinking approach
  • Be able to define the key components to create a restaurant concept document :
    - Market Research
    - Storyboard and posi0oning
    - Interior and kitchen design guidelines
    - Management guidance
    - Business model and financial indicator

Duration: 1 day

Admission Criteria

Relevant professional experience (while previous hospitality experience is valued, it is not required for admission).

Proficiency in English.

Admission Process

To apply, please submit the following documents online: resume or LinkedIn profile link.

The Admissions Office will review applications on a rolling basis and invited you for an interview to assess program fit and check your background as well as expectations of the program.

Deadline

Your application must be received at least one week prior to course start.

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Cost CHF 20,000

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FAQ

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Visas & Travel Restrictions

A Student Visa is not required for this course. However, participants who are coming from countries outside of the EU/EEA zone may require a Schengen visa to enter Switzerland. 

Price details

Price: CHF 20'000

All amounts are in Swiss Francs and include VAT where applicable. Pricing covers the 4 on-site modules (8 courses + 4 experiential days), Virtual Touch points between on-site modules, teaching material and resources.

Please note that expenses for visas, airline tickets, meals, and accommodation during the 4 on-site modules are not covered in the program fees and should be planned for separately.

Payment methods

Participants will be able to pay via the payment platform Flywire, which provides various payment methods, no hidden bank fees, and offers favorable exchange rates. Payment in installments is possible: required upfront payment of CHF 11,800 covering the first two modules. The remaining of the tuition fees will then be paid before the start of each module. Contact admissions for details: cristina.vieites@ehl.ch

How to earn the certificate

Participants receive a Certificate of Completion upon successful completion of integrative assessment and a Certificate of Attendance for all 4 week-modules.