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.
Deep dive into customer experience management with active engagement
Day 1-2: Customer Experience and Service Excellence
Managing customer service experiences is strategically handling a customer’s entire service experience linked to a product, service, and company. Each brand and brand experience is unique and must be managed strategically as it aligns with the firm. In this module, participants will first evaluate the fundamentals of managing customer experience and how to adapt how organizations work to pressure from clients, shareholders, employees, suppliers, or the economic environment.
Day 3-4: Manage Individual and Teams
This course is designed to provide aspiring general managers with the knowledge and expertise required to lead and manage complex human relationships with confidence, empathy, and authenticity. Drawing parallels with martial arts practitioners striving for the revered black belt, this course will equip future executives with the essential skills and mindset necessary to achieve mastery in human interaction in a multicultural context.
Day 5: Developing Business Creativity through Culinary Practices
Business creativity is all about creative ideas that are new and useful, appropriate, or valuable in some form and is therefore the single most important input for innovation. In this course, participants will be able to expand their views on business creativity by shifting their focus from ‘thinking’ to experimenting and, hence, ‘doing’ in the context of an aesthetic-creative culinary project. This course will cover relevant theoretical concepts, but the focus of the course is on ‘doing creativity’ to develop the participants' aesthetic toolkit and creative mindset. This course is for people who have the drive to set future creative benchmarks for the businesses that they lead. To enjoy and really benefit from this course, they must be able to let loose from established concepts and engage in an ever-changing process of creative cognition and aesthetic sensing on the road to becoming competent and creative leaders.
Duration: 1 day
Certificate of Attendance
Send us your profile details and a Program Advisor will get back to you with a feedback of which courses should be best suited for you.
Relevant professional experience (while previous hospitality experience is valued, it is not required for admission).
Proficiency in English.
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.
Your application must be received at least one week prior to course start.
Choose Your Intake :
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: CHF 5'900
All amounts are in Swiss Francs and include VAT where applicable. Pricing covers 2 courses + 1 experiential day, teaching material and resources.
Please note that expenses for visas, airline tickets, meals, and accommodation during the on-site module are not covered in the program fees and should be planned for separately.
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.
Participants receive a Certificate of Attendance.
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.
Deep dive into customer experience management with active engagement
Day 1-2: Customer Experience and Service Excellence
Managing customer service experiences is strategically handling a customer’s entire service experience linked to a product, service, and company. Each brand and brand experience is unique and must be managed strategically as it aligns with the firm. In this module, participants will first evaluate the fundamentals of managing customer experience and how to adapt how organizations work to pressure from clients, shareholders, employees, suppliers, or the economic environment.
Day 3-4: Manage Individual and Teams
This course is designed to provide aspiring general managers with the knowledge and expertise required to lead and manage complex human relationships with confidence, empathy, and authenticity. Drawing parallels with martial arts practitioners striving for the revered black belt, this course will equip future executives with the essential skills and mindset necessary to achieve mastery in human interaction in a multicultural context.
Day 5: Developing Business Creativity through Culinary Practices
Business creativity is all about creative ideas that are new and useful, appropriate, or valuable in some form and is therefore the single most important input for innovation. In this course, participants will be able to expand their views on business creativity by shifting their focus from ‘thinking’ to experimenting and, hence, ‘doing’ in the context of an aesthetic-creative culinary project. This course will cover relevant theoretical concepts, but the focus of the course is on ‘doing creativity’ to develop the participants' aesthetic toolkit and creative mindset. This course is for people who have the drive to set future creative benchmarks for the businesses that they lead. To enjoy and really benefit from this course, they must be able to let loose from established concepts and engage in an ever-changing process of creative cognition and aesthetic sensing on the road to becoming competent and creative leaders.
Duration: 1 day
Certificate of Attendance
Send us your profile details and a Program Advisor will get back to you with a feedback of which courses should be best suited for you.
Relevant professional experience (while previous hospitality experience is valued, it is not required for admission).
Proficiency in English.
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.
Your application must be received at least one week prior to course start.
Choose Your Intake :
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: CHF 5'900
All amounts are in Swiss Francs and include VAT where applicable. Pricing covers 2 courses + 1 experiential day, teaching material and resources.
Please note that expenses for visas, airline tickets, meals, and accommodation during the on-site module are not covered in the program fees and should be planned for separately.
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.
Participants receive a Certificate of Attendance.