BA in Hospitality Customer Experience Management

Course Overview

The BA in Hospitality Customer Experience Management is a full honours and placement Bachelor (BA / BSc) programme delivered over a duration band of 36 months full honours (top-up routes available for holders of a Higher Diploma). It sits within the LSILHHM department of Hospitality & Hotel Management and is written to align with the practice standards referenced by Institute of Hotel Management and British Hospitality Association, giving applicants credible, industry-referenced study across four-star and five-star hotel operations. The BA in Hospitality Customer Experience Management is designed for students who want a UK-referenced credential in hospitality customer experience management that maps clearly onto the way modern hotel, resort and travel employers organise their teams, brand standards and guest-experience metrics.

By graduation, students on the BA in Hospitality Customer Experience Management are able to own a strategic brief, design a commercial plan and run a brand refresh study in London city hotels and international hotel groups, and understand how hospitality customer experience management sits alongside the wider disciplines of front office, food and beverage, housekeeping. The programme is built around applied case work, portfolio evidence and structured reflection so that every student leaves the BA in Hospitality Customer Experience Management with a defensible piece of work they can present at interview when moving into graduate management scheme entry.

Key Features

• Structured articulation towards onward routes into a Master's degree or graduate management scheme, so the BA in Hospitality Customer Experience Management sits inside a clear LSILHHM study pathway rather than as a standalone credential.
• Delivery across on-campus and online modes to suit international applicants, UK-based working professionals and career-changers moving into hospitality customer experience management.
• Applied case studies drawn from London city hotels, international hotel groups and branded four-star and five-star properties, so students see how hospitality customer experience management plays out in different operating models.
• Portfolio-based assessment supported by dedicated LSILHHM tutors from front office and food and beverage backgrounds, with individual written feedback on every submission.
• Access to LSILHHM's careers service covering CV writing, LinkedIn coaching, mock interviews and structured introductions to employers hiring for graduate management scheme entry.
• A curriculum written to reflect current practice referenced by Institute of Customer Service and equivalent international bodies, refreshed each intake against sector guidance.

What You Will Learn

• Work productively with digital hospitality tools used across branded four-star and five-star properties and similar operators, including property-management, reservation and CRM systems.
• Reflect on your professional practice and plan an articulation route into higher-level LSILHHM study, together with your academic mentor.
• Assess how commercial pressures, brand promise and guest feedback loops shape hospitality customer experience management across UK and international properties.
• Use structured problem-solving to respond to service recovery and guest-experience incidents, including root-cause review and preventive action.
• Coordinate guest-facing and back-of-house workflows connected to hospitality customer experience management, with a clear view of who owns which handover.
• Prepare evidence for portfolio assessment demonstrating full honours and placement capability in hospitality customer experience management, mapped against LSILHHM assessment criteria.
• Communicate confidently with guests, colleagues and suppliers using UK hospitality vocabulary, service scripts and professional written follow-up.

Who This Course Is For

• Applicants planning a clean articulation path from Certificate and Diploma routes towards Bachelor and Master's study at LSILHHM.
• career changers moving from retail, aviation or events into hotel operations, who need a structured programme rather than fragmented CPD.
• International applicants seeking a London-based credential aligned with recognised UK hospitality bodies, with clear articulation into further LSILHHM study.
• Career-changers who need a portfolio-based credential that maps to graduate management scheme entry rather than a purely theoretical course.

Career Pathways

• Rooms Division Manager
• Housekeeping Manager
• Boutique Hotel Manager
• Duty Manager
• Hotel Revenue Manager
• Hotel Brand Manager
• Hotel Operations Manager

The LSILHHM careers service supports every BA in Hospitality Customer Experience Management student with CV writing, LinkedIn coaching, mock interviews and structured introductions to UK and international employers across London city hotels, international hotel groups and branded four-star and five-star properties. Students are also supported to identify graduate schemes and progression tracks running inside hospitality & hotel management employers, and to shape their portfolio evidence so it maps clearly to graduate management scheme entry. Career-planning tutorials run alongside the taught modules of the BA in Hospitality Customer Experience Management rather than only at the end of the programme.

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 or luxury sector
• Two academic or professional references

Why Study at LSILHHM

Our curriculum is written by former luxury hotel general managers, resort operations directors, chief concierges, spa and wellness leaders, luxury food and beverage professionals and international travel executives, and delivered across on-campus, online and distance-learning routes to fit working professionals and international students alike.

Students on every LSILHHM route are supported by dedicated career services covering CV, LinkedIn, interview coaching and structured introductions to leading UK and international luxury hotel groups, resort operators, luxury travel companies, aviation employers and hospitality consultancies.

Apply for BA in Hospitality Customer Experience Management

Applications for the BA in Hospitality Customer Experience Management are open now. LSILHHM admissions can guide you through the entry criteria, articulation options and any credit-transfer questions specific to hospitality customer experience management, and can talk you through how the BA in Hospitality Customer Experience Management maps onto your intended progression into graduate management scheme entry. Prospective students are welcome to book a short admissions call to talk through delivery mode, intake dates and the portfolio requirement in more detail. Apply for your full LSILHHM undergraduate hospitality degree and secure your place with LSILHHM. Enrol Now.