How long does this certification take?

The programme takes 11 Week and can be completed self-paced or with live virtual sessions.

Is this certification globally recognised?

Yes. GLI certifications carry CPD credits and are internationally recognised.

What level is this certification?

This is a Advanced Level certification.

Email info@leadership.rw, WhatsApp +250 788 000 000, or fill in the enrolment form on this page.

What is included in the fee?

All study materials, study guide, examination, digital certificate and badge. Live option adds tutor sessions and priority support.

Certified Hotel and Hospitality Service Excellence Expert (CHOT) | Online Certification

Executive Summary

Certified Hotel and Hospitality Service Excellence Expert

Designed for today’s high-impact professionals, the Certified Hotel and Hospitality Service Excellence Expert (CHOT) delivers a rigorous Advanced-level curriculum that equips participants with the knowledge, tools and frameworks needed to excel in customer service, contact-centre operations and customer experience.

This 11 Week programme is structured around recognised customer-experience and service-quality standards, ensuring every graduate applies internationally validated methods to real-world challenges.

GLI’s CHOT holders are recognised by leading organisations across Africa, the Gulf, Europe and the Americas as qualified, results-driven professionals. Whether you are advancing your current career or transitioning into new responsibilities, this certification provides the competitive edge you need in 2026 and beyond.

Programme Overview

Certification at a Glance

Certification

Certified Hotel and Hospitality Service Excellence Expert

Acronym

CHOT

Who Should Enrol?

Customer Service Representatives
Contact-Centre and Front-Office Staff
Customer Experience Professionals
Service and Support Team Leaders

Programme Inclusions

Everything Included in Your Enrolment

All study materials and study guide
Access to GLI online learning portal
Online examination and assessment
Digital certificate and digital badge
Physical certificate (shipped to you)
CPD credits for professional bodies
GLI alumni network membership
Facilitator and tutor support
Resource downloads and reference library
Automatic enrolment confirmation

Certification Benefits

Why This Certification Matters for Your Career

Career Advancement

Accelerate your career towards senior customer-experience and service-operations roles

Professional Recognition

Credential aligned with recognised customer-experience and service-quality standards

Leadership Capability

Develop the strategic and operational skills to lead complex customer service functions

Organisational Impact

Design and implement customer service systems that drive performance and measurable results

Compliance Readiness

Master the standards, compliance and ethical governance central to customer service

Global Employability

Qualify for customer service roles across corporates, retail, banks, telecoms and service organisations worldwide

Competency Framework

Core Competencies You Will Develop

✦Hospitality Service Excellence Architecture

✦Arrival and Check-In Experience

✦Food and Beverage Service

✦Guest Complaint Recovery

✦Guest Loyalty Systems

✦Guest Sentiment Analysis

Course Curriculum

Programme Modules

The full programme, module by module.

Core CurriculumModules 1–20 · specific to Certified Hotel and Hospitality Service Excellence Expert · module 20 is the capstone

1

Hospitality Service Excellence Architecture

Managing service delivery in health, education and technical settings · What service quality is: expectation, delivery and the gap · Service in retail, hospitality and the physical environment · Service recovery and complaint handling in hospitality

2

Guest Journey Design

Customer journey mapping and service design · The guest journey: from booking to farewell · The hospitality industry: hotels, restaurants and the guest economy · Advisory service design and delivery

3

Reservation Experience

Customer effort, journeys and designing the experience · Patient experience, complaints and feedback · Customer service and experience principles · Designing a service or experience improvement

4

Arrival and Check-In Experience

Customer service technology stack · Team leadership in customer service · What service quality actually means to a customer · Designing service across channels the customer actually uses

5

Guest Room Experience

Guest experience, registration and front-of-house operations · Guest experience, reviews and reputation · Service standards and moments of truth · Emotional intelligence in service

6

Housekeeping Service Experience

Queue management and service flow · Self-service and digital support · Service blueprinting · Service analytics and dashboards

7

Food and Beverage Service

Food and beverage operations · Service quality and turnaround metrics · Service levels and quality · Service desk and support operations

8

Concierge Service

Employee and manager self-service · HR service delivery and functional maturity · Public administration, service delivery and citizen engagement · Outpatient and clinic service operations

9

Guest Request Management

Peer review and expert feedback · Giving evidence: the expert and factual witness · Customer personas and insight · Market and customer analysis

10

Guest Complaint Recovery

Service recovery: complaints, resolution and what restores trust · Resilience: recovery, adaptability and sustainable performance · Prioritising experience investments · Complaint handling as a system

11

Hospitality Service Standards

Service standards, quality and internal service management · Employee experience and engagement · Voice of the customer to the business · Customer onboarding and lifecycle

12

Service Personalisation

Personalisation in practice: relevance without intrusion · Customer retention, loyalty and lifetime value · Voice of the customer and acting on feedback · Voice of the customer: from listening to change

13

Guest Loyalty Systems

Retention, loyalty and the economics of keeping customers · Customer loyalty and repeat purchase in retail · Service-level agreements and KPIs · Defining the problem: charter, scope and customer value

14

Guest Feedback Management

Destination, venue and experience products · How networks work: from fibre and towers to the customer · Telecom products, tariffs and customer lifecycles · Health records: confidentiality, accuracy and access

15

Hospitality Experience Metrics

Measuring experience and making the business case · Contractor and vendor security · Period-end close and records · Cost and profitability analysis

16

Guest Sentiment Analysis

Managing an operations budget · Schedule development and optimisation · Cost estimation and budgeting · Time and cost control

17

Service Consistency

Animal health, disease and biosecurity · Record-keeping and management accounting · Maintenance and troubleshooting · Cost recovery and tariffs

18

Hospitality Service Recovery

Service recovery and the recovery paradox · Transport operations control: schedule, disruption and recovery · Managing supplier risk · Consultative discovery and diagnostic questioning

19

Guest Experience Optimisation

Record keeping, notes and professional documentation · Referral, multi-agency work and the client pathway · Working within competence: scope, referral and continuity of care · First contact resolution and the cost of repeat contact

20

Hospitality Service Excellence Strategy

Mass casualty management and triage: doing the most good for the most people · Fatigue and shift work · Absence and health management · Disciplinary procedure: fair process before any sanction

Professional ElectivesModules 21–30 · common to all GLI certifications · broaden your professional range

21

Strategic Communication and Executive Presentation

Vision, purpose and translating direction into work · Audience-centred communication and message structure · Executive leadership: the board interface and enterprise stewardship · Persuasive structure: framing, evidence and the ask

22

Leadership and Team Effectiveness

Leadership identity, style and the limits of style · Leadership assessment, feedback and continuous self-review · What critical reasoning is and what it is not · Situational and adaptive leadership

23

Analytical Thinking and Evidence-Based Reasoning

Creativity and critical-thinking development · Analytical techniques and bias · Evidence-based improvement · Problem framing: symptoms, definition and scope

24

Professional Decision-Making

Managerial decision-making, bias and decision rights · Escalation and decision-making · Decision support: briefs, options and judgement under pressure · Decision frameworks: criteria, weighting and trade-offs

25

Negotiation, Influence and Stakeholder Management

Negotiation preparation: interests, options and the walk-away · Power, followership and organisational politics · Negotiation: preparation, interests and value creation · Concessions, anchoring and the shape of a bargain

26

Project and Execution Management

Proposals, bids and the business case · Project roles and the project manager · Developing the project business case · Planning, scheduling and personal workflow systems

27

Financial Literacy for Professionals

Financial reporting standards and their application · Financial management for the operating manager · Liquidity, funding and balance sheet management · Management accounting: costing, budgeting and decision support

28

Digital Skills, AI and Technology for Professionals

Digital workplace, collaboration and user support · Productivity, collaboration and workflow tools · Tools for interaction and collaboration · Working with data: quality, interpretation and honest presentation

29

Ethics, Governance and Professional Accountability

Ethical leadership: integrity, tolerated behaviour and moral courage · Ethics, conduct and speaking up · Business development risk, ethics and integrity · AI for managers: adoption, oversight and governance

30

Personal Effectiveness, Productivity and Career Growth

Emotional competence: awareness, regulation and expression · Self-awareness, strengths and the accuracy of self-image · Emotional intelligence and self-regulation · Priority: outcomes, importance and the urgency trap

Every module opens in the learning portal with its full lesson set, worked examples, further reading and video masterclasses. 30 modules · 150 lessons.

Learning Outcomes

What You Will Achieve

Establish a comprehensive understanding of Certified Hotel and Hospitality Service Excellence Expert principles aligned with recognised customer-experience and service-quality standards
Apply evidence-based methods to improve customer service, contact-centre operations and customer experience
Master customer service excellence and standards and contact centre and multichannel operations
Apply complaint handling and service recovery and customer experience design and journey mapping in real-world settings
Lead risk management, quality and compliance relevant to your field
Design stakeholder engagement and professional communication strategies
Use data-driven decision-making and performance-measurement tools effectively
Apply internationally recognised best practice to advance your career in customer service

Enrolment Process

How to Get Certified

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Step 1: Choose Your Certification

You are viewing Certified Hotel and Hospitality Service Excellence Expert — one of GLI's 1,990+ globally recognised professional certifications.

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Step 2: Enrol & Pay Online — Instantly

Click Enrol & Study Online to register and pay securely via Paystack, Visa, Mastercard, M-Pesa or bank transfer. Access is granted the moment payment is confirmed.

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Step 3: Study in the GLI Learning Portal

Work through 15 structured modules and 75 lessons at your own pace, with downloadable resources and expert-designed content — all inside the LMS.

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Step 4: Pass, Get Certified & Verified

Sit your final examination online, earn your certificate instantly, and receive a globally verifiable Certificate ID — plus GLI Alumni Network access.

🎓 Enrol & Study Online — Instant Access

Secure checkout · Instant LMS access · Globally verifiable certificate

Frequently Asked Questions

Common Questions

What is the CHOT certification?

The Certified Hotel and Hospitality Service Excellence Expert (CHOT) is a Advanced-level professional certification awarded by the Global Leadership Institute (GLI). It is designed to equip professionals in customer service, contact-centre operations and customer experience with practical skills, internationally recognised frameworks, and the credentials needed to advance their careers.

Who should enrol in the CHOT?

This certification is ideal for Customer Service Representatives, Contact-Centre and Front-Office Staff, Customer Experience Professionals and Service and Support Team Leaders, and other professionals seeking to formalise their expertise in customer service, contact-centre operations and customer experience with a globally recognised credential.

How long does the CHOT certification take to complete?

The programme is structured over 11 Week and offers flexible learning modes. Self-paced learners can progress at their own schedule, while live virtual participants follow a structured cohort schedule with facilitator-led sessions.

Is the CHOT internationally recognised?

Yes. GLI certifications are recognised across 100+ countries and are aligned with recognised customer-experience and service-quality standards. Graduates receive a digital certificate, a physical certificate and CPD credits recognised by employers worldwide.

What is the cost of the CHOT certification?

The Certified Hotel and Hospitality Service Excellence Expert is offered in two formats: Self-Paced at USD 399 and Live Virtual at USD 599. Corporate group rates are available for organisations enrolling 5 or more participants. Contact GLI for a bespoke corporate training quotation.

What does the CHOT certification include?

Enrolment includes all study materials and study guides, access to GLI's online learning portal, online examination, digital certificate and badge, physical certificate (posted), CPD credits, GLI alumni network membership, and ongoing facilitator support.

What is the assessment format for the CHOT?

The Certified Hotel and Hospitality Service Excellence Expert is assessed through an online examination consisting of multiple-choice questions, case study analysis, and practical application assignments. The assessment is designed to evaluate real-world competency, not just theoretical recall.

What CPD credits do I earn from the CHOT?

The Certified Hotel and Hospitality Service Excellence Expert carries Continuing Professional Development (CPD) credits, which can be applied towards professional body requirements including recognised international professional associations.

Can I study the CHOT while working full-time?

Absolutely. The self-paced option is designed for busy working professionals and allows you to study when and where it suits you. Live virtual sessions are typically scheduled in the evenings or on weekends to accommodate professional commitments.

What career outcomes can I expect from the CHOT?

Graduates progress towards senior customer-experience and service-operations roles. The CHOT strengthens your expertise in customer service, contact-centre operations and customer experience and positions you for advancement across corporates, retail, banks, telecoms and service organisations.

Graduate Voices

What Our Alumni Say

“

The curriculum was directly applicable to my daily work. I immediately applied what I learned and saw results within weeks of completing the programme.

Customer Experience Director

Private Sector

“

GLI's certification is the most practical professional programme I have attended. The international frameworks gave me credibility with my employer and clients.

Service Operations Manager

NGO Sector

“

I earned my CHOT while working full-time. The self-paced format made it possible, and the quality of the content is genuinely world-class.

Contact Centre Lead

Government

Certified Hotel and Hospitality Service Excellence Expert

Certified Hotel and Hospitality Service Excellence Expert

Certification at a Glance

Who Should Enrol?

Everything Included in Your Enrolment

Why This Certification Matters for Your Career

Core Competencies You Will Develop

Programme Modules

What You Will Achieve

How to Get Certified

Common Questions

What Our Alumni Say

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