Word-of-Mouth Marketing for the Hospitality Industry
- Digital Marketing & Comms
- Hospitality & Lifestyle
- Innovation & Business Improvement
This programme is conducted on-campus.
Monday (9am - 5pm)
Tuesday (9am - 6pm)
Who Should Attend
- Hospitality Business Owners
- Hospitality Managers and Supervisors
- Hospitality Senior Executives
- Hospitality Customer Success Team Leads
- Individuals interested in a Career in the Hospitality Industry
Overview
Recent research conducted by Nielsen revealed a staggering 88% of consumers' base their purchase decisions on WOM endorsements and reviews. This impact is most notable in the hospitality sector, where guests' choices of hotels and restaurants are profoundly shaped by WOM recommendations.
This programme equips participants with innovative ideas, methodologies, and a groundbreaking framework to architect and execute impactful WOM experiences for their hospitality businesses. It unveils strategies to elevate the customer experience from a mere necessity to a truly remarkable one at every brand interaction point. The goal is to ensure that customers consistently leave stellar reviews and become advocates for the business, ultimately leading to significant growth for their hospitality ventures.
Learning Objectives
- Understand how customers can shape and impact your business
- Understand the impact of word-of-mouth marketing on hospitality
- Create customer journey with emotional trigger points
- How to effectively leverage social media for word-of-mouth marketing
- How to convert complaining customers into brand fans
- Learn a framework to generate consistent positive word-of-mouth and five-star reviews for the hospitality business
Assessment
CERTIFICATION
Participants are required to attain a minimum of 75% attendance and pass the associated assessment in order to receive a digital Certificate of Completion issued by Singapore Management University.
Calculate Programme Fee
Fee Table
| COMPANY-SPONSORED | |||
|
PARTICIPANT PROFILE |
SELF-SPONSORED |
SME |
NON-SME |
|
Singapore Citizen < 40 years old Permanent Resident LTVP+
|
$654 (After SSG Funding 70%) |
$254 (After SSG Funding 70% |
$654 (After SSG Funding 70%) |
|
Singapore Citizen ≥ 40 years old |
$254 (After SSG Funding 70% |
$254 (After SSG Funding 70% |
$254 (After SSG Funding 70% |
|
International Participant |
$2,180 (No Funding) |
$2,180 (No Funding) |
$2,180 (No Funding) |
All prices include 9% GST
Post Secondary Education Account (PSEA)
PSEA can be utilised for subsidised programmes eligible for SkillsFuture Credit support. Click here to find out more.
Self Sponsored
SkillsFuture Credit
Singapore Citizens aged 25 and above may use their SkillsFuture Credits to pay for the course fees. The credits may be used on top of existing course fee funding.
This is only applicable to self-sponsored participants. Application to utilise SkillsFuture Credits can be submitted when making payment for the course via the SMU Academy TMS Portal, and can only be made within 60 days of course start date.
Please click here for more information on the SkillsFuture Credit. For help in submitting an SFC claim, you may wish to refer to our step-by-step guide on claiming SkillsFuture Credits (Individual).Workfare Skills Support Scheme
From 1 July 2023, the Workfare Skills Support (WSS) scheme has been enhanced. Please click here for more details.
Company Sponsored
Enhanced Training Support for SMEs (ETSS)
- Organisation must be registered or incorporated in Singapore
- Employment size of not more than 200 or with annual sales turnover of not more than $100 million
- Trainees must be hired in accordance with the Employment Act and fully sponsored by their employers for the course
- Trainees must be Singapore Citizens or Singapore Permanent Residents
- Trainees must not be a full-time national serviceman
- Trainees will be able to enjoy ETSS funding only if the company's SME's status has been approved. To verify your SME's status, please click here.
Please click here for more information on ETSS.
Absentee Payroll
Companies who sponsor their employees for the course may apply for Absentee Payroll here. For more information, please refer to:
AP Guide (Non-SME Companies)
Declaration Guide (SME Companies)
Intake Information
Next Intake: To be advised
