With HSMAI Region Europe’s Excelling at Customer Centricity programme, your team identifies and implement processes to close gaps that stop them from excelling, consistently, when in direct contact with your guests. Actions are proposed with clear ECC measurements to add value through your internal culture and communication planning, the inclusion of key stakeholders, employee engagement and service recovery methods.

This program is designed for property leaders and professionals eager to coach their teams toward delivering exceptional service. The ECC certification is designed for those ready to champion customer-centric strategies and drive meaningful change across teams within their hotel or organization. We recommend participating with at least two leaders from your hotel or organization to maximise the program’s benefits and achieve the best outcomes.

ECC is the perfect program to empower your team to deliver exceptional guest experiences. Don’t miss this chance to help your teams thrive. This program is developed by Mia Touzin and owned by HSMAI Region Europe.

The sessions will be led by Gil Mulders, Founder of The Talent Network. He works with a range of clients with their development and delivery of learning interventions that focus on customer centric leadership, brand development and customer experience. Before joining , at IHG Hotels & Resorts as Head of Learning, Europe, Gil gained extensive experience on a property level, holding key roles in renowned hotel brands such as Hilton and Crowne Plaza. 

Gil also served as Chair of the HSMAI Europe People & Culture Advisory Board, and later as a member of the advisory board, contributing his expertise to advancing leadership and culture within the hospitality industry.

Entry to the program is on an on application complimentary basis. Please register to see if you are able to join in.