Customer Service Training & Certification Courses


Advanced Guest Management Course

Introduction:

This Advanced Guest Management course is designed for professionals seeking to enhance their skills in managing guest experiences across various settings, including hotels, events, and corporate environments. The course will explore sophisticated strategies and tools to provide exemplary guest services and ensure satisfaction and loyalty.

Participants in this Advanced Guest Management training will explore advanced concepts in hospitality management, technology integration, and personalized guest interactions. They will focus on utilizing guest management systems, the visitor management process, and techniques to optimize the guest experience.

In alignment with comprehensive guest management services and the ever-evolving meaning of guest management, this Advanced Guest Management course offers a dedicated unit on visitor management training. Here, participants will be immersed in the definition of visitor management and engaged in various visitor management techniques.

Understanding how to leverage guest management tools ensures that each trainee can implement solutions effectively. Key components of visitor management, such as registration processes, reception protocols, and overall visitor experience, are covered to provide a holistic approach to guest management in today's dynamic hospitality industry.

Targeted Groups:

  • Hospitality managers and professionals.
  • Event coordinators and planners.
  • Corporate guest relations managers.
  • Customer service professionals.
  • Anyone involved in managing guest experiences.

Course Objectives:

At the end of this Advanced Guest Management course, the participants will be able to:

  • Develop and implement advanced guest management strategies.
  • Utilize technology to enhance guest experiences.
  • Design personalized guest service plans.
  • Handle complex guest service challenges effectively.
  • Analyze guest feedback and adapt strategies accordingly.

Targeted Competencies:

By the end of this Advanced Guest Management training, participants competencies will:

  • Advanced hospitality management.
  • Strategic planning and execution.
  • Technological proficiency in guest services.
  • Personalized guest interaction.
  • Problem-solving and conflict resolution.
  • Data analysis and feedback integration.

Course Content:

Unit 1: Advanced Hospitality Management:

  • Strategic Planning in Guest Management.
  • Understand the guest journey.
  • Setting objectives and KPIs for guest services.
  • Develop a comprehensive guest management plan.
  • Leadership in Guest Services.
  • Lead and motivate guest service teams.
  • Build a culture of excellence.
  • Continuous improvement strategies.
  • Financial Management.
  • Budgeting for guest services.
  • ROI of guest management initiatives.
  • Cost-benefit analysis of guest service improvements.

Unit 2: Technology Integration in Guest Services:

  • Digital Guest Management Systems.
  • Overview of guest management software.
  • Integration with CRM and other systems.
  • Data security and privacy considerations.
  • Enhance Guest Experiences with Technology.
  • Mobile apps for guest services.
  • AI and chatbots in guest management.
  • Virtual and augmented reality applications.
  • Data Analytics and Guest Insights.
  • Collecting and analyzing guest data.
  • Use insights to personalize guest experiences.
  • Predictive analytics for anticipating guest needs.

Unit 3: Personalized Guest Interaction:

  • Understand Guest Preferences.
  • Methods for gathering guest preferences.
  • Create guest profiles.
  • Use preferences to tailor services.
  • Customize Guest Experiences.
  • Design bespoke service offerings.
  • Personalized communication strategies.
  • Leverage guest feedback for personalization.
  • Manage VIP and High-Profile Guests.
  • Protocols for VIP guests.
  • Enhance privacy and security.
  • Special requirements and bespoke services.

Unit 4: Handling Complex Guest Service Challenges:

  • Conflict Resolution Techniques.
  • Identify and address guest complaints.
  • Effective communication strategies.
  • Negotiation and mediation skills.
  • Crisis Management.
  • Prepare for and manage crises.
  • Communication during a crisis.
  • Post-crisis evaluation and recovery.
  • Legal and Ethical Considerations.
  • Understand legal obligations.
  • Ethical guest management practices.
  • Handle sensitive situations with discretion.

Unit 5: Analyzing and Adapting Strategies:

  • Feedback Collection and Analysis.
  • Design practical feedback tools.
  • Analyze feedback for actionable insights.
  • Implement changes based on feedback.
  • Continuous Improvement in Guest Services.
  • Establish a continuous improvement process.
  • Benchmark and performance evaluation.
  • Stay updated with industry trends.
  • Case Studies and Best Practices.
  • Review successful guest management cases.
  • Learn from industry leaders.
  • Apply best practices to your organization.

Sharm El-Sheikh (Egypt)
19 - 23 Jan 2025
4500 Euro
Barcelona (Spain)
27 - 31 Jan 2025
5300 Euro
Dubai (UAE)
02 - 06 Feb 2025
4400 Euro
Cairo (Egypt)
09 - 13 Feb 2025
3500 Euro
Madrid (Spain)
10 - 14 Feb 2025
5300 Euro
Amman (Jordan)
16 - 20 Feb 2025
3200 Euro
Kuala Lumpur (Malaysia)
02 - 06 Mar 2025
4400 Euro
Cairo (Egypt)
16 - 20 Mar 2025
3500 Euro
Istanbul (Turkey)
16 - 20 Mar 2025
4900 Euro
Online
16 - 20 Mar 2025
1900 Euro
Dubai (UAE)
23 - 27 Mar 2025
4400 Euro
Kuala Lumpur (Malaysia)
23 - 27 Mar 2025
4400 Euro
London (UK)
07 - 11 Apr 2025
5500 Euro
Geneva (Switzerland)
05 - 09 May 2025
6500 Euro
Barcelona (Spain)
05 - 09 May 2025
5300 Euro
Rome (Italy)
19 - 23 May 2025
5900 Euro
Amsterdam (Netherlands)
26 - 30 May 2025
5300 Euro
Vienna (Austria)
16 - 20 Jun 2025
5500 Euro
Manama (Bahrain)
29 Jun - 03 Jul 2025
4500 Euro
Casablanca (Morocco)
30 Jun - 04 Jul 2025
4000 Euro
Barcelona (Spain)
07 - 11 Jul 2025
5300 Euro
Online
20 - 24 Jul 2025
1900 Euro
Amsterdam (Netherlands)
04 - 08 Aug 2025
5300 Euro
Cairo (Egypt)
10 - 14 Aug 2025
3500 Euro
Istanbul (Turkey)
17 - 21 Aug 2025
4900 Euro
London (UK)
18 - 22 Aug 2025
5500 Euro
Amman (Jordan)
07 - 11 Sep 2025
3200 Euro
Kuala Lumpur (Malaysia)
07 - 11 Sep 2025
4400 Euro
Madrid (Spain)
06 - 10 Oct 2025
5300 Euro
Dubai (UAE)
19 - 23 Oct 2025
4400 Euro
Milan (Italy)
20 - 24 Oct 2025
5900 Euro
Vienna (Austria)
20 - 24 Oct 2025
5500 Euro
Manama (Bahrain)
26 - 30 Oct 2025
4500 Euro
Munich (Germany)
03 - 07 Nov 2025
5300 Euro
Paris (France)
17 - 21 Nov 2025
5300 Euro
Online
07 - 11 Dec 2025
1900 Euro
London (UK)
15 - 19 Dec 2025
5500 Euro
Rome (Italy)
15 - 19 Dec 2025
5900 Euro
Istanbul (Turkey)
21 - 25 Dec 2025
4900 Euro
Sharm El-Sheikh (Egypt)
28 Dec 2025 - 01 Jan 2026
4500 Euro
Lisbon (Portugal)
29 Dec 2025 - 02 Jan 2026
5300 Euro
Paris (France)
12 - 16 Jan 2026
5300 Euro
Boston (USA)
12 - 16 Jan 2026
7200 Euro

Customer Service Training & Certification Courses
Advanced Guest Management Course (CS)

 

Mercury dynamic schedule is constantly reviewed and updated to ensure that every category is being addressed at least once a month, if not once every week. Please check the training courses listed below and if you do not find the subject you are interested in, email us or give us a call and we will do our best to assist.