MSc in Hospitality Customer Experience Management

Course Overview

The MSc in Hospitality Customer Experience Management is a research-informed executive Master (MSc / MA) programme delivered over a duration band of 12 to 18 months full postgraduate route. It sits within the LSILHHM department of Hospitality & Hotel Management and is written to align with the practice standards referenced by Chartered Institute of Marketing and British Hospitality Association, giving applicants credible, industry-referenced study across four-star and five-star hotel operations. The MSc 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 MSc in Hospitality Customer Experience Management are able to lead a strategic review, design a research-informed policy and run a board-level briefing 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 MSc in Hospitality Customer Experience Management with a defensible piece of work they can present at interview when moving into director and consultancy roles.

Key Features

• A curriculum written to reflect current practice referenced by Chartered Institute of Personnel and Development and equivalent international bodies, refreshed each intake against sector guidance.
• 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.
• Access to LSILHHM's careers service covering CV writing, LinkedIn coaching, mock interviews and structured introductions to employers hiring for director and consultancy roles.
• Structured articulation towards senior progression into consultancy, directorship and international leadership, so the MSc in Hospitality Customer Experience Management sits inside a clear LSILHHM study pathway rather than as a standalone credential.
• A named academic mentor for every MSc in Hospitality Customer Experience Management student, coaching progression from module one through to portfolio submission and articulation planning.

What You Will Learn

• Lead a strategic review and design a research-informed policy in a way that reflects current UK hospitality practice and international brand-standard expectations.
• Interpret quality and brand-standard documentation used inside London city hotels and international hotel groups, and translate it into checklists your team can act on.
• 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.
• Prepare evidence for portfolio assessment demonstrating research-informed executive capability in hospitality customer experience management, mapped against LSILHHM assessment criteria.
• 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.
• Communicate confidently with guests, colleagues and suppliers using UK hospitality vocabulary, service scripts and professional written follow-up.

Who This Course Is For

• 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 director and consultancy roles rather than a purely theoretical course.
• Working practitioners who want a UK-referenced research-informed executive qualification in hospitality customer experience management they can use inside their current employer.
• New entrants preparing for a first structured role in four-star and five-star hotel operations, who want a credible UK credential rather than short-course training.

Career Pathways

• Duty Manager
• Hotel Operations Manager
• Boutique Hotel Manager
• Hospitality Quality Manager
• Food & Beverage Manager

The LSILHHM careers service supports every MSc 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 director and consultancy roles. Career-planning tutorials run alongside the taught modules of the MSc in Hospitality Customer Experience Management rather than only at the end of the programme.

Entry Requirements

• A UK 2:2 (Lower Second Class) honours degree or overseas equivalent in any discipline
• Applicants without a first degree may be considered with 5+ years of senior hospitality or luxury service experience
• IELTS 6.5 overall (no band under 6.0) or equivalent English proficiency
• A 500-word research statement covering the applicant's chosen area of hospitality specialisation
• Two academic or professional references and a short interview

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 MSc in Hospitality Customer Experience Management

Applications for the MSc 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 MSc in Hospitality Customer Experience Management maps onto your intended progression into director and consultancy roles. Prospective students are welcome to book a short admissions call to talk through delivery mode, intake dates and the portfolio requirement in more detail. Advance into executive luxury hospitality leadership with LSILHHM and secure your place with LSILHHM. Enrol Now.