Digital Skills for the Non-Hotel Accommodation Sector Project: The Digital Host

Learning Objectives

By the end of this module, you will be able to:

• Understand the role of messaging in modern customer care and its impact on guest satisfaction
• Identify the most effective communication channels (email, WhatsApp, Instagram, etc.) for different guest needs
• Apply professional, warm and consistent tone of voice across all messages
• Respond effectively to common questions, complaints and feedback using empathy and clarity
• Use digital tools and automation to improve efficiency without losing the human touch
• Build guest loyalty through personalized follow-ups and ongoing communication after the stay