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Quality Customer Service for the Tourism & Hospitality Industry
Knowledgeable travelers are demanding the best quality the tourism industry can provide. A competitive hospitality or tourism organization or business requires employees who
(a) are committed to exceeding industry standards for quality service,
(b) can perform effectively in a multicultural environment, and
(c) can contribute creatively to addressing service challenges in the workplace. Consistent, predictable service quality translates into customer satisfaction and increased revenues from positive referrals to potential customers and repeat visits. Quality service training can also heighten employee satisfaction and positively influence employee retention.
This will provide organizations, large and small, with a framework for providing world-class customer satisfaction. It will provide managers and supervisors with the tools and techniques required to achieve total customer satisfaction based on the study of exceptional companies in the US, Europe and Asia that are recognized for their innovative approaches to satisfying customers. This course is designed for managers, supervisors and vocational education/higher education instructors who would be in a position to train regular and temporary staff.
Participants will learn how to:
| • | Understand the correlation between customer satisfaction and financial performance |
| • | Identify customer expectations and preferences |
| • | Integrate customer and employee feedback into customer satisfaction processes |
| • | Develop service recovery mechanisms |
| • | Calculate the cost of quality |
| • | Apply benchmarking processes |
| • | Achieve customer satisfaction through employee motivation and systems strategies |
| • | Design effective customer loyalty programs in order to imple ment a world-class satisfaction program |
JITOA is one of the major institutes in providing professional training and certification to the Jordan tourism sector, since its inception JITOA has operated various courses to more than 1000 students from around 100 tourism organizations.
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| • | Mazza Restaurant FAM Lunch |
| • | General Assembly Meeting 2010-2011 |
| • | Earth Hour Jordan ساعة الارض الأردن 2011 |
