Customer Relationship Management (CRM) in Hospitality
- Description
- Curriculum
Customer Relationship Management Course Overview
In the highly competitive business world today, building and maintaining strong customer relationships is paramount to the success of hotels and restaurants. This CRM in Hospitality course is designed to provide a comprehensive understanding of customer relationship management in the hospitality industry. Participants will gain the knowledge and practical skills needed to enhance guest experiences, drive customer loyalty, and contribute to the overall success of hotels and restaurants in a highly competitive market. Through hands-on practical exercises, real-world examples and case studies participants would be equipped with the knowledge and skills necessary to create exceptional guest experiences, cultivate customer loyalty, and drive business growth.
Who Should Attend
- Individuals looking to start a career in a hospitality-related field
- Professionals in hospitality responsible for building on going customer relationship
- Managers and senior-level executives in the hospitality industry
Introduction to Customer Relationship Management (CRM) in Hospitality
- Defining CRM in the hospitality context
- The significance of CRM in hotels and restaurants
- Historical perspective and evolution of CRM
Customer Behavior and Expectations
- Understanding customer needs and expectations
- Analyzing consumer behavior in the hospitality industry
- Segmentation and targeting strategies
Collecting and Analyzing Customer Data
- Different sources of customer data
- How to collect and store customer data
- Data analysis techniques
- Using customer data to segment customers
Creating Memorable Guest Experiences
- Service excellence and exceeding guest expectations
- Personalization and customization in hospitality
- Service design and delivery
Guest Feedback and Complaint Management
- Collecting and analyzing guest feedback
- Handling complaints and turning them into opportunities
- Best practices for guest recovery
Loyalty Programs and Customer Retention
- Loyalty program design and management
- Strategies to retain loyal customers
- Measuring the effectiveness of loyalty initiatives
- Creating targeted marketing campaigns
Data Management and Analysis
- Data collection and management in the hospitality sector
- Using CRM software and tools
- Data privacy and security considerations
Customer Communication Strategies
- Effective communication channels in hospitality
- Email marketing, social media, and online reviews
- Crisis communication and reputation management
Employee Training and Customer-Centric Culture
- Training staff for exceptional customer service
- Fostering a customer-centric organizational culture
- Employee motivation and engagement
Guest Relations and Special Events
- Managing guest relations and VIP services
- Planning and executing special events for guests
- Leveraging special occasions for CRM
Measuring CRM Success
- Key performance indicators (KPIs) in hospitality CRM
- Performance metrics for customer satisfaction and loyalty
- Case studies and success stories
Adeola Badmus
I am Adeola, my 15-year professional career has spanned several roles, organizations, and sectors. I served as a project manager in IntroIT Consulting, Head of Institute / Chief Operating Officer for the Institute for Advance e-Studies, I currently hold the position as the senior project consultant & marketing director for Piston & Fusion. My qualification includes MSc. In Marketing, BSc. In Business Administration, Digital Marketing, PMP, PRINCE 2, NEBOSH, Level 3 Award in Education & Training. I have been privileged to attend some of the best institutions globally, the University of Lagos, Lagos Business School, and the University of Liverpool (UK). I am a member of AMA, PMI & IOSH. I have trained over 4000+ professionals in marketing, branding, project management, data analytics, and other business-related programs.
Participants enrolling for this programme will be required to have minimum of 3 years’ professional experience. Participants who meet the programme requirement should pay the course fee and complete the enrollment form 2 weeks before the programme kick off date. Prospective applicants who do not meet the programme requirement but wants to join the programme should should follow the process detailed below. Application Process
- Start a chat with the online course adviser or complete the application form
- Application will be reviewed by programme committee
- Application acceptance will be communicated by programme committee
- Pay the programme fee after receiving acceptance from the committee
- Check your mail for programme schedule and payment confirmation
Customer Relationship Management Course Fees
| Standard |
| ₦100,000 |
| Standard Plus |
| ₦120,000 |
| Professional |
| ₦130,000 |
| Professional Plus |
| ₦170,000 |
| Standard |
| ₦100,000 |
| Training Delivery Virtual |
| Duration Weekday: 2 Days Weekend: 2 Days |
| Manual & Cases (PDF) |
| Templates & Exam Guide (PDF) |
| Training Certificate (PDF) |
| Project with final grading |
| Refreshment |
| x |
| x |
| Perks |
| x |
| x |
| Additional Services |
| – |
| – |
| CV Development | LinkedIn Optimization Available at N5000 |
| Standard Plus |
| ₦120,000 |
| Training Delivery Virtual |
| Duration Weekday: 2 Days Weekend: 2 Days |
| Manual & Cases (PDF) |
| Templates & Exam Guide (PDF) |
| Training Certificate (PDF) |
| Project with final grading |
| Refreshment |
| x |
| x |
| Perks |
| x |
| x |
| Additional Services |
| Exam Application |
| Job Alerts |
| CV Development | LinkedIn Optimization 1 Package Included |
| Professional |
| ₦130,000 |
| Training Delivery Classroom |
| Duration Weekday: 2 Days Weekend: 2 Days |
| Manual & Cases Flash Drive (PDF) |
| Templates & Exam Guide Flash Drive (PDF) |
| Training Certificate Hard Copy |
| Project with final grading |
| Refreshment |
| Tea Break |
| Lite Lunch |
| Perks |
| x |
| Notepad & Pen |
| Additional Services |
| Exam Application |
| Job Alerts |
| CV Development | LinkedIn Optimization 1 Package Included |
| Professional Plus |
| ₦170,000 |
| Training Delivery Classroom |
| Duration Weekday: 2 Days Weekend: 2 Days |
| Manual & Cases Hard copy & PDF |
| Templates & Exam Guide Flash Drive (PDF) |
| Training Certificate Hard copy & PDF |
| Project Review & grading |
| Refreshment |
| Maxi Breakfast |
| Maxi Lunch |
| Perks |
| Back Pack |
| Notepad & Pen |
| Additional Services |
| Exam Application |
| Job Alerts |
| CV Development | LinkedIn Optimization Both Package Included |
Customer Relationship Management Course Dates for Upcoming Classroom & Virtual Online In 2024
Piston and Fusion offer the Course as Classroom in Lagos and Virtual Online Class in other states in Nigeria. See dates and fees for classroom and virtual online class.
| Customer Relationship Management Programme | |
| Course Objective: | The Programme’s focus is on fostering ongoing customer relationships to drive customer loyalty and enhance guest experience |
| Classroom | |
| Weekday Date: | 6th Feb – 7th Feb 2025 | Thur & Fri | 8:30am – 4pm |
| Weekend Date: | Contact Us |
| Location: | 122a Obadina Street, Omole Phase 1 Ikeja Lagos |
| Virtual Class | |
| Weekday Date: | 6th Feb – 7th Feb 2025 | Thur & Fri | 8:30am – 3pm |
| Weekend Date: | Contact Us |
| Location: | Microsoft Teams | Zoom |
Anthony Ani
“Relocating to Canada was the most challenging decision I and my family had to make, the uncertainties of a new country. I was determined that I won't risk everything to start earning minimum wage. I took my PMP training with Piston & Fusion, earned my certification at the first attempt, and to be honest it has elevated my career trajectory”
Gabriel Eluke (Human Resources/Admin) | Netcom Africa Limited
"I became a professional Human Resource personnel after my training with piston and Fusion. It brought a great turn around to my career and remains one of the best decisions I ever took. "
Okhueleigbe Usifo (Construction safety officer/ OFA) | Beedie Construction Canada
"The firm I worked with in Abuja had not paid salaries for 5 months, I decided to leave the country, and left for Dubai. I applied for a safety officer vacancy, out of 15 applicants I was the only person that was selected with HSE level 1, 2 and 3 certificate. I thought getting a job here would be difficult but my certificate helped me."
Uju Edinbus | Perform Group (Goal.com)
"I wanted to change my job, I needed something to give me the advantage to switch jobs. My friend advised I take a digital marketing course, after the training I started prospecting jobs, I got a call for my first interview, at the interview I was grilled extensively on my credentials, thanks to my digital marketing knowledge I got what I will describe as my dream job."
Mojisola Mosuro PMP | ExxonMobil
“As a fresh graduate I knew getting a good job would be a challenge. I researched online for a professional course to boost my CV, and I found P&F Project Management course. I completed the course. I have since changed jobs 3 times. Project Management. was the best Decision I made.”
Why Piston & Fusion Is Ranked Amongst the Best Business Institute In Nigeria
- We have trained 6000+ professionals
- We have over 10 years industry experience
- Our facilitators are experienced and certified
- We offer post training career advice and support
People who enrolled for this course, also enrolled for the following courses
| Hospitality Management Studies | Food Safety and Hygiene in the Catering Industry |
| Logistics and Supply Chain Management | Fleet Management |
All You Need to Know About Customer Relationship Management in Hospitality Course
What is Customer Relationship Management In The Hospitality Industry?
Customer relationship management in hospitality refers to the strategic approach to enhancing guest experiences and fostering good and on going relationships with customers in order to establish loyalty and customer retention.
Why is Customer Relations Important In The Hospitality Industry?
CRM is crucial in the hospitality industry as it is highly customer-centric and focuses on creating the best customer experience at every touchpoint as well as identifying and cultivating the need for on-going relationships even after business is done.
Course details
Level
Beginner
Popular courses
-
Logistics and Supply Chain Management
Members onlyBy piston -
Financial Modeling & Forecast...
Members onlyBy piston
-
Procurement and Contract Management
Members onlyBy piston
-
Project Management Professional (PMP)
Members onlyBy admin
-
Data Analysis – Advanced Exc...
Members onlyBy admin
-
Digital Marketing Strategy & ...
Members onlyBy admin
-
Data Analysis Using SPSS
Members onlyBy admin
-
Business Leadership for Managers &...
Members onlyBy admin
-
Tax Planning & Corporate Comp...
Members onlyBy admin