ECC – Excelling at Customer Centricity – an HSMAI Certification Program
🔑 Unlock the power of customer-centric leadership!
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.
Who Should Attend?
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.
Meet The Coach
The program is 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. With over 16 years at InterContinental Hotels Group (IHG) as Head of Learning in Europe, Gil has a proven track record of building exceptional teams and driving transformative initiatives.
Before joining InterContinental Hotels Group (IHG) at the corporate level, 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.
Gil has a master in International Politics and International Relations from Université libre de Bruxelles, coupled with his extensive experience in the fields of hospitality, training and neurolinguistic programming, make him a strong facilitator — recognised for his inclusive and unifying style.
Sessions Overview
1️⃣ Session One (2.5 hours): Introduction to the ECC Programme & Stakeholder Management
- What’s the programme – role of the Executive Coach and expectations.
- Why Customer Centricity
- How to prioritize & manage stakeholders interest
2️⃣ Session Two (2.5 hours): Designing Instagrammable Experience, Measurement & Culture
- How to prepare to excel at designing key experience
- How we measure progress
- How we prepare to excel at creating a supportive culture
3️⃣ Session Three (2.5 hours): Communication & Service Recovery
- How do we excel at communication
- How do we excel at service recovery
- Next Steps
📌 Note: Tools and best practices will be shared after each session and there will be an opportunity to implement some of the quick wins in between the sessions.
Pricing
HSMAI Europe Members: 95 Euro (ex. VAT), per person
Non-Members: 195 Euro (ex. VAT), per person
