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certificate course

guest relations manager:in

Immerse yourself in the world of customer relationship management with our «Guest Relations Manager:in» certificate course. Interpersonal relationships are crucial in order to stand out from the competition in an increasingly complex market. The 10-day course focusses on the optimal development of customer relationships and their successful implementation in the company. Through a combination of theoretical knowledge, practical exercises and interactive discussions, you will learn how to utilise your skills to foster customer loyalty and build long-term relationships for your business. 

Facts & Figures

the certificate course at a glance

  • Duration: 10 course days, including 3 consecutive blocks and a final day. 
  • Language of instruction: German
  • Location: SHL Schweizerische Hotelfachschule Luzern
  • Dates: 13-15 March | 27-29 March | 10-12 April | 02 May 2025
  • Completion: Certificate as «Guest Relations Manager:in SHL»
  • Costs: CHF 4'950 (excl. VAT), including course documents, certificate, coffee breaks and 3-course lunch in the training restaurant at SHL Schweizerische Hotelfachschule Luzern
  • Registration: By completing the registration form. Places are limited and will be allocated on a first come, first served basis. 

details

  • DESCRIPTION

    As a «Guest Relations Manager», you will be able to enquire about and recognise actual customer needs in order to optimally fulfil them and increase customer satisfaction. You will:

    • Learn how to build trust, strengthen customer loyalty and authentically meet customers as individuals with unique needs and wishes. 
    • Discover and develop your own skills in the supportive learning environment and incorporate them optimally into your organisation's customer relationship strategies and measures.
    • At the end of the certificate course, you will have acquired a deeper understanding of customer relationships and trained the relevant skills so that you can use these competences profitably in your day-to-day work and your organisation. 
  • CONTENT

    Understanding the fundamentals of guest relations management:

    • Participants will understand the basic concepts and principles of guest relations management, including the importance of customer relationships to sustainable business success and the role that customer service plays in various industries. 

    Develop effective communication skills:

    • Participants will learn how to communicate effectively and professionally with customers. This includes both verbal and non-verbal communication techniques, active listening, empathy and dealing with complaints and difficult customer situations. 

    Implementation of guest relations strategies:

    • Participants successfully implement measures to improve customer loyalty. This includes creating customer feedback and optimising customer feedback processes, analysing customer reviews and coordinating and operationally implementing measures to continuously improve customer satisfaction. 

    Understanding cultural differences and their influence on guest relations management:

    • Participants develop an awareness of cultural differences and their influence on the expectations and perceptions of customers. The aim is to develop intercultural competence in order to respond to the needs of customers from different cultural backgrounds. 

    Planning and organising small events: 

    • Participants learn how to plan and organise small events for customers. This includes the conception, organisation, budgeting and implementation of events as well as follow-up and success monitoring to increase customer satisfaction and loyalty. 

    Applying the acquired knowledge:

    • As part of a small project for the company, the knowledge gained is planned and implemented if necessary.
  • REQUIREMENTS

    Please refer to the list below to find out which prerequisites you need to participate in the course:

    • German level B2
    • You have customer contact in your company and would like to promote customer loyalty, build long-term relationships and thus strengthen the company.
    • You are interested in and enjoy digital forms of teaching and learning. 
  • TARGET GROUP

    The certificate course is aimed at people who have lively customer contact in their company, receive customers and therefore have an intensive exchange with different customer groups. In person, on the phone via email, social media, etc. 

    They are also jointly responsible for the implementation of various measures and customer-orientated presentations in order to achieve the WOW effect with customers. 

     

  • LEARNING OBJECTIVES

    The following basic learning objectives await you:

    • You will understand what guest relations management means and how you can implement this in your working environment.
    • You will know the basics of project management.
    • You will analyse who your actual customers are and understand their values.
    • You will learn communication skills (facial expressions, gestures, body language, presentation techniques) and the challenges of customer contact.
    • You will learn additional skills in the areas of catering, event management, innovation and business etiquette.
  • METHOD | DIDACTICS
    • In interactive lessons, you will experience the latest teaching and learning methods using digital tools.

    • You will keep a learning diary during the course. This will enable you to record your personal learning process. 

    • You will receive individualised preparation and follow-up work as well as tasks for your practice and a certificate of competence. 

    • You will apply the knowledge you have acquired in a training sequence from your specialism. 

    • You will receive detailed feedback on your practical demonstration, which will help you to further improve your skills. 

  • CERTIFICATION

    After successfully completing the course, you will receive a certificate as proof of your acquired customer relationship management skills as a «Guest Relations Manager:in SHL»

  • COSTS

    The cost of the certificate course is CHF 4,950 excluding VAT. If two people from the same company apply, the company benefits from a 10% discount. 

    The costs include:

    • Course materials
    • Certificate «Guest Relations Manager:in SHL»
    • All coffee breaks
    • 3-course lunch in the training restaurant of the SHL Schweizerische Hotelfachschule Luzern on all course days
  • COURSE DATES

    Block 1
    Thursday, 13 March 2025
    Friday, 14 March 2025
    Saturday, 15 March 2025

    Topics: Guest relations working environment | Project management basics | Understanding customers and their values | Who is the customer?


    Block 2
    Thursday, 27 March 2025 
    Friday, 28 March 2025 
    Saturday, 29 March 2025

    Topics: Communication | Telephone, mail & co. | Challenges in customer contact 


    Block 3
    Thursday, 10 April 2025
    Friday, 11 April 2025
    Saturday, 12 April 2025

    Topics: Catering skills | Business etiquette | Customer amazement and innovation | Event management


    Block 4
    Friday, 02 May 2025

    Presentation of the project work | Conclusion

  • REGISTRATION

    Registration takes place by completing the registration form

    There is no registration deadline. However, places are limited and registrations will be considered on a first come, first served basis. 

location

SHL Campus

The ten-day certificate course takes place on the centrally located SHL campus in the heart of Lucerne. In addition to the beautiful view of the surrounding lake and mountains, our campus is just a 12-minute walk from Lucerne's main railway station. And all participants enjoy a 3-course lunch in our training restaurant «Salt & Pepper» on each day of the course.

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