Description

Certification Name: Certified Guest Experience & CRM Manager (Hotel Sector)

Global Occupational Skill Standard – GOSS ID: GOSS/HT/CGECRMM/V1

Eligibility: Graduation or Equivalent or minimum 2 years of relevant experience (experience-based learners can directly enroll and certify).

Objective: This course is designed to equip hospitality professionals with the skills and knowledge to deliver exceptional guest experiences and manage customer relationships effectively in the hotel sector. Participants will learn about guest journey mapping, customer relationship management (CRM) systems, feedback analysis, personalized service strategies, loyalty programs, and digital engagement tools.

Certification: Within 5 days after Completion of Online Assessment.

Get ready to join the Journey to become a GSDCI Certified Professional  – International Certification and Assessment Body.

Steps to become a GSDCI Certified Professional:

Step 1: Select your certification you want to pursue.

Step 2: Click on get certified tab, new pop up window will open.

Step 3: Click on pay certification fee, you will be redirected to billing details page.

Step 4: Fill your details and click on pay certification fee, you will be redirected to payment gateway, pay fee by any available options like Card (Debit/Credit), Wallet, Paytm, Net banking, UPI and Google pay.

Step 5: You will get Login Credentials of Online E-Books and Online assessment link on your email id, within 48 hrs of payment.

Step 6: After completion of online assessment, you can download your Certificate Immediately.

Assessment Modules:

Module 1: Foundations of Guest Experience & CRM in Hotels: Introduction to guest experience management, Role of CRM in the hotel sector, Importance of customer satisfaction and loyalty, Key touchpoints in the guest journey, Trends and innovations in guest experience, Challenges in managing guest relationships

Module 2: Guest Journey Mapping & Personalization: Understanding guest expectations and behavior, Mapping the end-to-end guest journey, Designing personalized guest experiences, Identifying key moments of truth, Customization of services and offers, Enhancing guest engagement through personalization

Module 3: CRM Systems & Data Management: Overview of CRM software for hotels, Data collection and management, Guest profiling and segmentation, Integration of CRM with PMS and other hotel systems, Ensuring data privacy and compliance, Reporting and analytics for guest insights

Module 4: Loyalty Programs & Guest Retention Strategies: Designing effective loyalty programs, Reward structures and membership tiers, Guest retention techniques and follow-up strategies, Analyzing loyalty program performance, Enhancing repeat business and referrals, Leveraging data to improve retention

Module 5: Feedback, Complaint Management & Service Recovery: Collecting and analyzing guest feedback, Handling complaints and conflict resolution, Service recovery strategies and protocols, Monitoring online reviews and social media feedback, Continuous improvement based on guest insights, Measuring guest satisfaction and experience metrics

Module 6: Leadership, Strategy & Innovation in Guest Experience: Developing a guest-centric culture and leadership, Strategic planning for CX and CRM initiatives, Staff training and engagement programs, Implementing technology for enhanced guest experiences, Benchmarking and performance monitoring, Continuous innovation in hotel guest experience management

GSDCI Online Assessment Detail:

• Duration- 60 minutes.
• Number of Questions- 30.
• Number of Questions from each module: 5.
• Language: English.
• Exam Type: Multiple Choice Questions.
• Maximum Marks- 100, Passing Marks- 50%.
• There is no negative marking in any module.

Marking System:
S.No.	No. of Questions	Marks Each Question	Total Marks
1	10	5	50
2	5	4	20
3	5	3	15
4	5	2	10
5	5	1	5
	30		100
How Students will be Graded:
S.No.	Marks	Grade
1	91-100	O (Outstanding)
2	81-90	A+ (Excellent)
3	71-80	A (Very Good)
4	61-70	B (Good)
5	50-60	P (Pass)
6	0-49	F (Fail)

 

Benefits of Certification:

🌍 1. Global Recognition & Credibility – Stand out worldwide with a certification that opens doors across borders. Trusted by employers, respected by institutions, and recognized in over 100 countries.

📜 2. Quality Assurance through ISO Certification – Certified to global ISO standards, our programs deliver excellence, consistency, and a benchmarked learning experience that speaks for itself.

💼 3. Career Advancement & Employability – Enhances your resume and increases chances of promotions or job offers.

🤝 4. Non-Profit Trust Factor – Certifications from non-profit organizations are mission-driven rather than profit-driven.

📚 5. Access to Verified Learning & Resources – Often includes e-books, mock tests, and online support without hidden costs.

🔍 6. Transparency & Online Verification – Certifications come with a unique Enrolment ID for easy online verification by employers and institutions.

⏳ 7. Lifetime or Long-Term Validity – Certifications usually have lifetime validity or long-term recognition, reducing the need for frequent renewals.