Learning Outcomes
By the end of this unit a student will be able to:
LO1 Explain the needs and expectations of market segments for the hospitality industry
LO2 Explore the customer experience map to create hospitality business opportunities and optimise customer touchpoints
LO3 Apply the concepts of service excellence to a specific hospitality business setting
LO4 Compare a range of metrics available to monitor hospitality customer experiences and drive business objectives.
- Assessor: Eva Cseri
- Assessor: Daniel Tom-Joe
Skill Level: Beginner