Guest Expectations in The Hospitality Property Industry from Udemy

Learn how to step back and analyze your hospitality property objectively.

Opening, developing and operating your hotel, resort, inn, bed and breakfast or vacation home is often a work of dedication and passion, so much so that it is easy to get lost in your surroundings.

In this 10-part tutorial series, I will challenge you to step back and look at your property as an outsider, the big picture. You may be surprised at what you find.

How Does Your Property Compare
How to Become Your Own Guest
Is Your Hospitality Property Accessible
Is Your Restaurant Meeting Its Potential?
How to Get Endless Referrals
Negative Reviews Are Good For Business
How to Prepare For When Guests Return
Reopening Hotels, Resorts, Bed & Breakfasts etc. After COVID-19.
What Will Your Guests Expect Post Lockdown
What Is The Future Of The Hospitality Property Industry

This course includes easy-to-follow, step-by-step video tutorials, downloadable audio & PDF files, and any checklists applicable, as well as, a “Guest Expectations in The Hospitality Property Industry” quiz, to ensure you get the most out of these tutorials.

You can view this section as an individual course or watch it as part of the “Your Guide to Owning & Operating a Hospitality Property – Successfully” course.

Do you want to see your property as your guest do? Don’t hesitate.

What's inside

Learning objectives

Learn how to compare your property to competitor’s properties
Find out how to become your own guest
How to determine if your hospitality property is accessible

Find out if your restaurant is meeting its potential
How to get endless referrals
How negative reviews can be good for your business

Learn how to compare your property to competitor’s properties
Find out how to become your own guest
How to determine if your hospitality property is accessible
Find out if your restaurant is meeting its potential
How to get endless referrals
How negative reviews can be good for your business

Syllabus

Guest Expectations in The Hospitality Property Industry-2023

How Does Your Property Compare

How to Become Your Own Guest

Is Your Hospitality Property Accessible

Traffic lights

Read about what's good

what should give you pause

and possible dealbreakers

Offers practical strategies for property owners to objectively assess their business and identify areas for improvement, which can lead to increased guest satisfaction

Includes topics such as accessibility and restaurant potential, which are crucial aspects of a successful hospitality business and can help owners optimize their offerings

Explores the importance of guest feedback, including negative reviews, and provides guidance on leveraging them to enhance the guest experience and improve business operations

Addresses the impact of COVID-19 on the hospitality industry and offers insights into preparing for guests' return and understanding their evolving expectations in a post-lockdown world

Requires learners to analyze their property as an outsider, which may be challenging for those deeply involved in the day-to-day operations of their business

Includes a quiz to ensure learners get the most out of the tutorials, which may not be suitable for learners who prefer a more flexible and self-directed learning experience

Reviews summary

Improving hospitality guest experience

According to learners, this course offers practical insights into viewing a hospitality property from the guest's perspective. Students found the modules on handling negative reviews and post-COVID expectations particularly relevant and helpful. The inclusion of checklists and downloadable resources was often appreciated. While the content is a solid overview, those with extensive industry experience might find some sections basic. Overall, it appears to be a useful primer for owners and managers looking to refresh their understanding of guest needs and industry trends.

Includes helpful downloadable materials and a quiz.

"The downloadable PDF and checklists were very useful."

"Appreciated the quiz to test my understanding."

"Easy-to-follow video tutorials and supporting audio files."

"The resources added significant value to the lessons."

Covers timely and important subjects for current industry.

"The modules on post-lockdown expectations and the future of the industry were very relevant."

"Loved the section on negative reviews – very practical advice."

"Discussing accessibility was crucial and well-covered."

"Good content on driving referrals and comparing to competitors."

Focuses on seeing the property through the guest's eyes.

"Really helped me step back and see my property from the perspective of a guest."

"Gave me practical exercises on how to become my own guest."

"Understanding guest expectations is key, and this course nailed it."

"Valuable lessons on evaluating the guest journey."

Serves as a good overview; may be basic for some.

"Provided a solid foundation, though experienced pros might want more depth."

"Great for beginners or those needing a refresh on core concepts."

"Some topics felt a bit introductory."

"Effective as a primer, but not an exhaustive deep dive."

Activities

Be better prepared before your course. Deepen your understanding during and after it. Supplement your coursework and achieve mastery of the topics covered in Guest Expectations in The Hospitality Property Industry with these activities:

Setting the Table: The Transforming Power of Hospitality in Business

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Understand the principles of enlightened hospitality to improve guest experiences.

View Setting the Table on Amazon

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Obtain a copy of 'Setting the Table'.
Read the book, taking notes on key concepts.
Reflect on how to apply these concepts.

Review Basic Marketing Principles

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Solidify your understanding of marketing principles to better analyze guest expectations.

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Review marketing textbooks or online resources.
Focus on the 4 Ps of marketing.
Consider how these principles apply to hospitality.

Competitive Property Analysis

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Conduct a thorough analysis of competitor properties to identify areas for improvement.

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Identify 3-5 competitor properties.
Visit or research these properties online.
Document their strengths and weaknesses.
Compare them to your own property.
Identify areas for improvement.

Four other activities

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Show all seven activities

Guest Persona Development

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Develop detailed guest personas to better understand their needs and expectations.

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Research your target audience.
Identify common characteristics and behaviors.
Create 2-3 detailed guest personas.
Document their needs, wants, and expectations.

Unreasonable Hospitality

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Learn how to create unforgettable guest experiences through personalized service.

View Unreasonable Hospitality: The Remarkable Power... on Amazon

Show steps

Obtain a copy of 'Unreasonable Hospitality'.
Read the book, highlighting key takeaways.
Reflect on how to implement these strategies.

Accessibility Audit Report

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Create a report detailing the accessibility of a hospitality property.

Show steps

Choose a hospitality property to audit.
Use accessibility checklists and guidelines.
Document any accessibility issues.
Provide recommendations for improvement.

Future of Hospitality Presentation

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Research and present on emerging trends and the future of the hospitality industry.

Show steps

Research current trends in hospitality.
Identify potential future developments.
Create a presentation outlining your findings.
Practice your presentation skills.

Career center

Learners who complete Guest Expectations in The Hospitality Property Industry will develop knowledge and skills that may be useful to these careers:

Hotel Manager

A Hotel Manager is responsible for the day-to-day operations of a hotel, ensuring guest satisfaction and profitability. This course helps a hotel manager by providing techniques to objectively analyze their property from a guest's perspective. The modules on comparing your property to competitors, becoming your own guest, and addressing accessibility concerns directly apply to the work of a hotel manager. This course can help a hotel manager identify areas for improvement and ensure a positive guest experience, which is crucial to the success of the property.

See salaries and explore the career path for Hotel Manager

Resort Manager

The Resort Manager oversees the operations of a resort, aiming to provide an exceptional experience for guests. This course is useful to resort managers seeking to gain a more objective view of their property. By learning to examine the resort as a guest would, a resort manager can better identify strengths and weaknesses. Modules including evaluating the restaurant's potential, understanding guest expectations, and learning how to leverage reviews, can help a resort manager to improve operations and guest experiences, which is vital for the success of the resort.

See salaries and explore the career path for Resort Manager

Innkeeper

An Innkeeper is in charge of managing the daily operations of an inn, often focusing on the personalized guest experience and smooth functioning of the business. This course is well-suited for innkeepers who want to gain a fresh perspective on their property and its offerings. The course's emphasis on becoming your own guest and understanding guest expectations provides valuable insights for an innkeeper. The modules on accessibility, referrals, and negative reviews can be particularly helpful for an innkeeper. This course assists the innkeeper in creating a welcoming and successful inn.

See salaries and explore the career path for Innkeeper

Bed And Breakfast Owner

A Bed and Breakfast Owner is responsible for the smooth operation of their establishment, with a focus on hospitality and personalized guest experiences. This course may be useful to a bed and breakfast owner looking to refine their service and property. By stepping back and analyzing the property with a guest's eye, the course's approach can improve the offerings of a bed and breakfast. Modules on analyzing accessibility, maximizing referrals, and understanding guest experiences, especially in the context of reopening after lockdowns, can directly help a bed and breakfast owner improve their business.

See salaries and explore the career path for Bed And Breakfast Owner

Vacation Rental Manager

The Vacation Rental Manager is tasked with overseeing short-term rental properties, aiming to maximize occupancy and ensure guest satisfaction. This course can assist a vacation rental manager by teaching them to critically assess their properties through the perspective of a guest. The course can help a rental manager ensure accessibility, get referrals, and leverage guest reviews. By using the ideas in this course, a vacation rental manager can work toward the success of their properties.

See salaries and explore the career path for Vacation Rental Manager

Hospitality Consultant

A Hospitality Consultant advises businesses in the hospitality industry on improving their operations, strategy, and guest experience. This course may be useful to consultants by providing a method for property analysis. The focus on stepping back to view a property from a guest's perspective, as demonstrated by this course, aligns with the work of a consultant, who must provide an objective viewpoint. The course's modules on comparison, accessibility, and referral generation provide tools for a hospitality consultant to assess and advise clients.

See salaries and explore the career path for Hospitality Consultant

Restaurant Manager

A Restaurant Manager oversees daily operations, aiming to ensure quality service and a profitable business. This course offers restaurant managers a useful perspective on how guests view their business. The module focusing on a restaurant’s potential, along with the more general material on guest expectations and reviews, applies directly to the work of a restaurant manager. By understanding these concepts, a restaurant manager can ensure the business aligns with guest needs, leading to better operations.

See salaries and explore the career path for Restaurant Manager

Customer Experience Manager

A Customer Experience Manager focuses on improving the overall customer journey, ensuring satisfaction and loyalty. This course helps a customer experience manager by teaching techniques for analyzing property and operations from the guest's perspective. This aligns with the work of the customer experience manager, who aims to understand how to best satisfy customers. Modules on accessibility, referrals, and what guests expect provide valuable insights for a customer experience manager, ensuring a positive interaction with the business.

See salaries and explore the career path for Customer Experience Manager

Business Development Manager

A Business Development Manager seeks to grow business through new opportunities and partnerships. This course can assist the business development manager by helping them understand the guest experience in the hospitality sector. The course provides tools to assess a business through a customer lens; the business development manager is often involved in analysis for the purpose of pitching new ideas or to understand market needs. Modules on comparison, referrals, and guest expectations will be valuable in the planning process.

See salaries and explore the career path for Business Development Manager

Operations Manager

An Operations Manager is responsible for the smooth running of an organization, often with a focus on efficiency and improvement. This course may help an operations manager by teaching them to analyze operations from the guest's perspective. The emphasis of this course on stepping back to critically examine a property is useful to operations managers who must also analyze their business from an objective point of view. Modules on accessibility, referrals, and preparing for when guests return are directly applicable to improving operations.

See salaries and explore the career path for Operations Manager

Marketing Manager

A Marketing Manager plans and executes marketing strategies to attract guests and improve revenue. This course may be useful to a marketing manager by focusing on understanding guest perceptions and needs. The course teaches how to view a property through the eyes of a guest, crucial for a marketing manager that is crafting campaigns that appeal to guests. The course's modules on referrals, reviews, and guest expectations directly aid a marketing manager to better attract and retain guests and improve marketing.

See salaries and explore the career path for Marketing Manager

Event Planner

An Event Planner organizes events, ensuring they meet client expectations and run smoothly. This course may be useful for event planners who want to understand and meet the needs of guests in the hospitality context. The course's emphasis on viewing the venue as a guest would offers perspective for planning. While events do not always relate to a physical property, the course's approach can assist an event planner to ensure a positive environment. Modules on accessibility and preparing for guests are useful for any event planner.

See salaries and explore the career path for Event Planner

Real Estate Agent

A Real Estate Agent helps clients find, sell, or rent properties, often specializing in certain types of properties. This course may be useful to agents working with hospitality properties. The skills taught in the course may help an agent understand a real estate property's appeal to prospective tenants or buyers. A real estate agent could leverage the techniques in the course to better evaluate the value of a property. Modules on comparison, accessibility, and how to meet guest needs may help a real estate agent better understand the market.

See salaries and explore the career path for Real Estate Agent

Travel Agent

A Travel Agent assists clients in planning and booking travel, including accommodations and activities. This course may be useful to a travel agent looking to understand the hospitality industry from the viewpoint of a guest. The perspective of this course might help the travel agent make more appropriate recommendations based on real-world guest expectations. The course's modules on comparing properties and understanding guest needs give a travel agent a better foundation for customer satisfaction, which can help the agent guide more appropriate trips for their clients.

See salaries and explore the career path for Travel Agent

Market Research Analyst

A Market Research Analyst researches market conditions, trends, and consumer behavior. This course may be useful to market research analysts who work in hospitality. The course teaches how to view a property through the lens of the customer, which might be useful to market analysts who are trying to understand consumer behavior. The course's modules on comparing properties and understanding guest needs would be useful to a market research analyst looking to analyze properties within the hospitality industry.

See salaries and explore the career path for Market Research Analyst

Guest Expectations in The Hospitality Property Industry

What's inside

Learning objectives

Syllabus

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Reviews summary

Improving hospitality guest experience

Activities

Career center

Reading list

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