Course Objective & Scope
Hotels, resorts, tour operators and travel agencies handle multilingual guest inquiries, Booking/TripAdvisor/Google reviews, B2B agency and MICE group proposals, seasonal staff onboarding and revenue-management decisions every day. This course shows how to personalise the guest journey from pre-booking to post-stay, streamline communication across front office, housekeeping, F&B and maintenance, and support commercial and revenue analysis.
Participants work with their own property or agency examples, leaving with a multilingual guest-communication library, a review-analytics workflow and a hospitality operations checklist.
Who Should Attend?
- Hotel general managers, operations, front-office and guest-relations managers
- Revenue management, reservations, sales and MICE/banqueting teams
- Tour operator and travel agency product, operations and marketing specialists
- CRM, digital marketing and quality leads in hospitality groups
Key Takeaways
- Draft on-brand, multilingual responses to guest inquiries, complaints and online reviews
- Extract department-level action items (F&B, rooms, check-in, housekeeping) from thousands of guest reviews
- Prepare rapid, tailored proposals and itineraries for MICE, weddings, group stays and custom tours
- Interpret occupancy, ADR, RevPAR and channel-mix tables to support pricing and promotional reviews
- Create clear SOPs, service standards and quick onboarding cards for seasonal staff
Curriculum
The Guest Journey and AI Map in Hospitality
- AI touchpoints from discovery and booking through stay and loyalty
- Hotel and destination visibility in AI travel planners and answer engines (GEO)
- Impact on direct bookings, upsell conversion and guest satisfaction
Multilingual Digital Concierge and Guest Relations
- 24/7 multilingual guest replies across WhatsApp, email and messaging channels
- VIP welcome notes and personalised on-property upsells (spa, dining, excursions)
- Empathetic service-recovery communication during in-stay issues
Online Reputation, Review Analytics and Quality
- Root-cause and sentiment analysis across Booking, TripAdvisor, Google and post-stay surveys
- Benchmarking strengths and pain points against competing properties
- Review-response strategies that reinforce brand perception
Revenue Management, Sales and MICE/Agency Proposals
- Executive commentary from ADR, RevPAR, pickup and OTA/channel performance tables
- Tailored proposals and event run-sheets for MICE, conference and group RFPs
- Localising tour packages and destination copy for source markets
Property Operations, Seasonal Onboarding and Data Privacy
- Concise SOPs and checklists for front office, housekeeping and F&B teams
- KVKK and GDPR safeguards for passport, ID and guest-stay records
- Human sign-off checklist for rate, availability and contract commitments
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