Developing a superior customer experience in Hospitality starts with the marketing and story telling of a project; but the fulfillment of the promise made in marketing has to actually happen at the hotel/resort/casino/restaurant.

Not unlike a play, a Hospitality Customer Experience has:
• A story – the script
• The cast of characters – actors
• Their costumes
• The set – the environment
• The lighting
• The props – the tools, the messages, the accessories

Accelerate ROI offers a program that creates and supports The Customer Experience Management program for Hospitality through research, consulting and training.

Research
We help you learn about your customer; this can be through observation and / or research.

Planning & Design
We help you define the desired experience.
When they leave your facility, what is the story you want them to tell others?

Execution
We can help you create programs and systems that impact your marketing, facility, technology and staff so the company story, brand and standards are presented consistently and enjoyably

Training Programs
We can help you refocus the team on the “customer experience” through a CEM training program.

Coursework includes.

CEM for Hospitality: Flags and Independents
Step 1– Identifying the Customer (3)
Step 2 –Creating the Brand Platform (3)
Step 3 – Design: Teamwork (5)
Step 3 – Design: Marketing (4)
Step 3 – Design: Environment/Facility (3)
Step 4 – Execute: Teamwork (4)
Step 4 – Execute: Marketing (3)
Step 4 – Execute: Environment/Facility (2)
Step 5 – Innovate: Teamwork (4)
Step 5 – Innovate: Marketing (2)
Step 5 – Innovate: Environment/Facility (2)

Strategic Sales Training
Step 1– Identifying the Customer (1)
Step 2 – Using the Brand (1)
Step 3 – Consultative Sales (2)
Step 4 – Discovering the Needs (1)
Step 5 – Measuring Success (2)

Merchandising 101
Step 1– Identifying the Customer (1)
Step 2 – Using the Brand (1)

Merchandising 201
Step 1– Identify the Opportunities (1)
Step 2 – Managing an Innovative Program (1)

Marketing and Merchandising
One class overview, ideally for groups that have had previous CEM training and are looking for more advanced and specific information.

Train the Trainer
Individuals from a variety of companies who are actively involved in a training program will meet frequently at a destination with the goal to gain the skills to continue CEM programs within their organizations. Minimum of 10 participants. (10)

Innovation
Step 1–Tools and rules (1)
Step 2 – Methods (2)
Step 3– Role Playing and Demonstrations (2-3)