Customer service for hotels and accommodations
This course gives you a clear and practical introduction to the hotel business.
You will learn how to analyze your accommodation strategically, understand your customers, and design a strong value proposition.
Through tools like the Business Model Canvas, the Value Curve, and the CREA Matrix, you will discover how to differentiate your offer and find new opportunities for growth.
Alongside the strategic content, you will also develop essential skills in communication, emotional management, assertiveness, and conflict resolution to navigate daily interactions with confidence and professionalism.
Contenido de la formación
96 Lecciones | 25:00h en total
Welcome
| 1.1 Before you start.. |
Introduction to the hotel business
| 2.1 Introduction to Business Fundamentals |
| 2.2 Activity_Step-by-step towards a successful business model |
| 2.3 The customer at the center |
| 2.4 Hotel Bécquer Sevilla Case |
| 2.5 Business Model Canvas |
| 2.6 Appendix: Business Model Canvas Template |
| 2.7 Activity_Explore the Canvas: how much do you know about the 9 blocks? |
| 2.8 Business Model Canvas of the Toy Hotel |
| 2.9 Module 1 Quiz |
| 2.10 Module 1 download |
Market
| 3.1 Introduction to the market |
| 3.2 From the market to segments |
| 3.3 Niche strategy |
| 3.4 Closing the circle: From segment to Customer-Persona |
| 3.5 Keys to Customer-Persona Design |
| 3.6 Appendix 2: Segmentation Templates and Customer Personas |
| 3.7 Activity_Truly understanding our Customer Persona |
| 3.8 Barceló Renacimiento Case |
| 3.9 Kampaoh Case |
| 3.10 Alannia Resorts Case |
| 3.11 Module 2 Quiz |
| 3.12 Module 2 download |
The value proposition
| 4.1 Introduction to the value proposition |
| 4.2 Value propositions |
| 4.3 Gravina 51 case |
| 4.4 Kampaoh Case |
| 4.5 What are your guests looking for? |
| 4.6 Activity_Fill in the blanks! |
| 4.7 Inspiring Proposals |
| 4.8 OYO Case |
| 4.9 Module 3 Quiz |
| 4.10 Module 3 download |
The value entry
| 5.1 Introduction to the value entry |
| 5.2 The value curve |
| 5.3 The CREA matrix |
| 5.4 Activity_Create your Blue Ocean step by step! |
| 5.5 Accor Case |
| 5.6 Blue Ocean Theory: Key Concepts |
| 5.7 Activity_Are you ready to design your blue ocean? |
| 5.8 Road to the Blue Ocean |
| 5.9 Blue Ocean Miluna |
| 5.10 Miluna Case |
| 5.11 Miluna Canvas |
| 5.12 Alania Resorts Canvas |
| 5.13 Module 4 Quiz |
| 5.14 Module 4 download |
Communication
| 6.1 Types of Communication |
| 6.2 Infographic: Types of communication |
| 6.3 Activity_How would you react? |
| 6.4 Appendix_Test to determine degree of assertiveness |
| 6.5 Let’s talk about listening |
| 6.6 Activity_What would you say? |
| 6.7 Module 5 Quiz |
| 6.8 Module 5 download |
Assertiveness
| 7.1 Assertiveness, a world |
| 7.2 Assertive statements and expressing feelings |
| 7.3 Activity_How to communicate assertively |
| 7.4 Assertiveness techniques |
| 7.5 Role playing: Broken record and fog bank |
| 7.6 The technique of assertive postponement |
| 7.7 Reviewing concepts and the magic formula |
| 7.8 Role Playing: Magic like Harry Potter |
| 7.9 In search of assertive techniques |
| 7.10 Irony and other assertive techniques |
| 7.11 Emotions and assertiveness: INSIDE OUT |
| 7.12 Emotional skills in assertiveness |
| 7.13 Infographic: Concept map: Basic emotions |
| 7.14 Activity_How many emotions have you felt today? |
| 7.15 Activity_Thoughts that generate negative emotions |
| 7.16 Module 6 Quiz |
| 7.17 Module 6 download |
Conflict
| 8.1 Introduction to the conflict |
| 8.2 What is conflict? |
| 8.3 Infographic: Attitudes that do not help resolve conflicts |
| 8.4 Activity_ Evaluate what you have learned |
| 8.5 Activity_Time to order |
| 8.6 Feedback in conflicts |
| 8.7 The sandwich technique and how to give feedback |
| 8.8 Activity_Sandwich technique |
| 8.9 Self-esteem for resolving conflicts |
| 8.10 Infographic: the JOHARI window |
| 8.11 Activity_What does it mean to have good self-esteem? |
| 8.12 Exercises to cultivate healthy self-esteem |
| 8.13 The game-steem |
| 8.14 Rosenberg Self-Esteem Test |
| 8.15 Creativity to resolve conflicts |
| 8.16 Activity_Creativity for conflict resolution |
| 8.17 Creativity in the face of conflict |
| 8.18 A creative mind in 3,2,1 GO! |
| 8.19 Activity_Short stories from the hotel |
| 8.20 Module 7 Quiz |
| 8.21 Module 7 download |
EXAM AND CERTIFICATE
| 9.1 Final Evaluation |
| 9.2 YOUR CERTIFICATE |
| 9.3 SATISFACTION QUESTIONNAIRE |
¿Qué beneficios obtendré?
- Understand the fundamentals and strategic structure of the hotel business.
- Analyze the tourism market through effective and customer-oriented segmentation.
- Design clear, differentiated, and customer-focused value propositions.
- Apply strategic tools such as the Business Model Canvas, Value Proposition Canvas, and Value Curve.
- Identify opportunities for innovation and differentiation in competitive hospitality environments.
- Improve interpersonal and professional communication skills in tourism settings.
- Develop assertiveness skills to enhance leadership and relationship management.
- Manage conflicts constructively, creatively, and with a solution-oriented approach.
¿Para quién es este curso?
- Recepcionista
¿Obtengo certificado?
- Si completas el curso con éxito y superas la evaluación final, recibirás un certificado de aprovechamiento que demostrará que has adquirido los conocimientos y habilidades en la materia.
Contenido exclusivo para Hoteles y profesionales del sector
Formación para facilitar un camino hacia la excelencia en cada uno de los departamentos para empresas que aspiran a liderar el sector.
- Formación continua por especialistas del sector
- Seguimiento mediante Dashboard
- Itinerarios que se adaptan a las metas empresariales
- Acceso 24/7 a todos los cursos especializados y actualizados
Cursos relacionados
Completa tu formación
- Customer service for hotels and accommodations
- Housekeeping department management
Formación en spa para emrpesas smart
Descubre cómo Turiscool es el partner estratégico que necesitas para el desarrollo de tu team
Únete al resto de compañías que ya elevan el nivel de su equipo para obtener profesionales más motivados y huéspedes que vuelven y vuelven a volver.
Solicita una DEMO del curso para tu empresa:
TURISCOOL CURSOS PARA EMPRESAS DEL SECTOR HOTELERO
Seguimiento personalizado
Nuestro departamento de Customer Success te asesorará para maximizar el impacto de tu equipo
Panel de control para responsables de RRHH y Formación
Dashboard para conocer los avances de tus trabajadores
Itinerarios formativos
Posibilidad de elaborar itinerarios con la formación que necesita cada departamento para lograr los objetivos del hotel.
Especialistas de la industria hotelera
Cada curso ha sido elaborado por un experto en la materia, dando los conocimientos prácticos para aplicar lo aprendido desde el primero minuto.
Formación actualizada
Cada semana un nuevo curso, un catálogo que nunca para de evolucionar y una formación 24/7.
Desarrollo profesional continuo del equipo
Nuestro catálogo en modo suscripción está diseñado para que tu empresa logre la delantera y aplique los conocimientos más novedosos. Un equipo de 10 siempre al 100%
FAQ
Preguntas frecuentes
¿Necesito experiencia previa en análisis de datos para tomar este curso?
No es necesario tener experiencia previa. Este curso está diseñado para ofrecer tanto a principiantes como a profesionales del sector turístico las herramientas y conocimientos necesarios para dominar la materia. Es posible que exita algún curso base que recomendamos seguir.
