Module 9

Customer Relationship Management

Develop consistent and special guest experiences.

Contents

  • Customer Relationship Management
  • Pre-arrival CRM
  • Marketing
  • Enquiries and Bookings
  • Guest Names
  • Arrival CRM
  • Dressing for Success
  • Arrivals
  • Introductions
  • House Rules
  • Personalities
  • Avoiding Disappointment
  • On-going CRM
  • Building Report
  • Entering a Guest Room
  • Difficult Guests
  • Departure CRM
  • Post-Departure CRM

Worksheets

  • Guest Questionnaire