Customer engagement in the age of social media is an important aspect of business management that can have a direct impact on the bottom line. According to one 2016 HBS study, a 1 star rating increase or decrease can result in a 5-9% change in revenue that you cannot afford to ignore. In this in-person or virtual lecture course, we will talk about specific strategies for hospitality skills training and engaging with customers in a way that is respectful and inclusive, including gender-neutral hospitality practices and how to respond to Yelp and Google reviews. Participants are encouraged to share their own experiences as an opportunity for class discussion. This course is designed for business owners, managers, and staff.
