BA in Hotel Customer Experience
Course Overview
The BA in Hotel Customer Experience is a three-year honours degree delivered by LSHRM. It develops the design and management skills needed to lead the end-to-end guest experience across a hotel property, covering journey mapping, service design, guest feedback systems and experience recovery. The programme aligns with Institute of Customer Service (ICS), Institute of Hospitality, CMI and CIM references.
By graduation you will have completed a guest experience placement and defended a capstone project on redesigning a guest journey or experience recovery programme for a hotel property.
The three-year syllabus walks you through the disciplines of hotel customer experience, from journey mapping and service design to feedback systems and experience recovery. Year three centres on a defended capstone project, with an integrated placement year giving hands-on exposure to a guest experience function.
Modules across the Hotel Customer Experience programme are delivered in short weekly units with practical activities anchored to real hotel workflows, and every intake sits within a wider LSHRM cohort that combines learners from London, the UK regions and international markets. Tutor contact hours are protected across each week, with dedicated office-hour slots and asynchronous forum support so that Hotel Customer Experience learners never lose momentum between modules.
On completion, Hotel Customer Experience learners can progress into the LSHRM MSc, moving from full honours undergraduate standard into executive postgraduate territory without repeating material. Every Hotel Customer Experience student is also supported by the LSHRM alumni network, which gathers hospitality professionals from London hotel groups, resort operators and hospitality technology firms across the UK and further afield.
Key Features
- Full BA honours syllabus with a guest experience placement
- ICS, Institute of Hospitality, CMI and CIM references
- Guest journey mapping and service design workshops
- Experience recovery case studies
- Capstone guest experience project defence
- Delivery online, on-campus and by distance learning
- Articulation into MSc programmes at LSHRM
- Full three-year undergraduate structure with placement integration
- Defended capstone project before academic and industry panels
- Guest lectures from London guest experience practitioners
- Access to LSHRM's wider guest experience community
What You Will Learn
- Map the guest journey from booking to post-stay across touchpoints
- Design new service experiences using structured design methods
- Manage guest feedback systems including review platforms
- Structure experience recovery programmes for service failures
- Interpret guest sentiment analytics and NPS data
- Coordinate departments around guest experience KPIs
- Support VIP and repeat guest programmes end to end
- Present guest experience content to executive committees
- Handle review platform monitoring and response strategies
- Support brand quality assurance rounds with experience focus
- Handle repeat visitor programmes at property level
- Handle experience recovery conversations at property level
- Support VIP arrival programmes with cross-department coordination
- Handle hotel customer experience content in the context of daily hotel operations, front office rhythm and duty leadership
- Handle hotel customer experience content with awareness of UK professional-body references
- Handle hotel customer experience content across on-campus, online and distance learning delivery modes
- Handle hotel customer experience content in the context of London hospitality employers
- Handle hotel customer experience content with cross-department awareness across a hotel property
- Handle hotel customer experience content in the context of career progression to the LSHRM MSc
Who This Course Is For
- A-level and IB students planning guest experience leadership
- Higher Diploma holders topping up to an honours degree
- Working guest relations staff moving into strategy
- International students preparing for UK guest experience roles
- Working guest relations professionals moving into strategy roles
- International students planning UK guest experience placements
Career Pathways
- Guest Experience Manager
- Guest Relations Manager
- Guest Service Manager
- Concierge
- Hotel Operations Manager
- Assistant Front Office Manager
The LSHRM careers service supports Bachelor students with guest experience placements, coaching for panel interviews and introductions to London luxury properties and international hospitality groups.
Past LSHRM Bachelor graduates have progressed into guest experience manager, guest relations manager and guest service manager posts inside London boutique and luxury properties, with several supported into cluster guest experience posts.
Entry Requirements
- A-Levels (BBC or above) or IB (26+ points) or equivalent overseas qualifications
- A completed Higher Diploma or Advanced Diploma for top-up routes
- IELTS 6.0 overall (no band under 5.5) or equivalent English proficiency
- Personal statement outlining career objectives in the hospitality sector
- Two academic or professional references
Why Study at LSHRM
LSHRM is the London School of Hotel and Resort Management - a specialist division of Harold International College of London focused on the operational and strategic disciplines that run modern hotels, resorts and integrated hospitality businesses.
Our curriculum is written by former hoteliers, revenue leaders, housekeeping directors and hospitality technologists, and delivered across on-campus, online and distance-learning routes to fit working professionals and international students alike.
The BA in Hotel Customer Experience is authored by former guest experience leaders from London boutique and luxury hotels, so it reflects the design and recovery routines used in practice.
LSHRM's guest experience content sits inside the wider Hotel Operations and Front Office department, so graduates leave with a strong grounding in reception, reservations and duty leadership disciplines that make experience work actionable.
Apply for BA in Hotel Customer Experience
Applications for the BA in Hotel Customer Experience open on rolling intakes, with dedicated top-up cycles for Higher Diploma holders. Apply for your full LSHRM undergraduate hospitality degree. The programme sits at full honours undergraduate standard and is delivered by an academic team that continues to advise the wider hospitality sector. Support is available throughout the Hotel Customer Experience programme from admissions to graduation, and every intake is supported by LSHRM course leaders and student services. Apply for your full LSHRM undergraduate hospitality degree with LSHRM admissions. Enrol Now
