Description

Course Name: Certificate in Contactless Guest Experience Management

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

Eligibility: Graduation or Equivalent.

Duration: Three Months.

Objective: The Certificate in Contactless Guest Experience Management course is designed to equip professionals with the knowledge and skills to design, implement, and manage contactless technologies and strategies within the hospitality and service industries. The program covers digital payment systems, mobile check-in/check-out, contactless ordering, self-service kiosks, customer experience design, health and safety compliance, and technology adoption challenges. 

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 the online assessment, the soft copy of your certificate will be sent to your registered email ID within 5 days.

Assessment Modules:

Module 1: Introduction to Contactless Experience in Hospitality and Service: Definition and importance of contactless service in the post-pandemic era, Evolution of guest expectations towards safety, speed, and convenience, Role and responsibilities of a Contactless Experience Manager, Benefits of contactless solutions for guests, staff, and operations, Types of contactless services: check-in, payments, access, communication, Case studies of successful contactless experiences in hospitality and retail.

Module 2: Core Technologies Enabling Contactless Experiences: Mobile applications and web-based guest interfaces, NFC, RFID, QR code systems for touch-free operations, Biometric and facial recognition technologies in hotels and events, Integration of digital keys and smart locks with PMS and CRM, Cloud-based solutions for mobile check-in, room controls, and service requests, Role of AI, chatbots, and voice assistants in contactless guest communication.

Module 3: Designing Seamless and Personalized Contactless Journeys: Mapping the contactless guest journey from pre-arrival to post-departure, Personalization through digital profiles and automated preferences, Reducing friction and enhancing convenience through intuitive UX/UI, Coordinating departments for unified digital experience delivery, Guest onboarding and education for smooth tech adoption, Handling exceptions, accessibility needs, and tech-averse guests.

Module 4: Contactless Payments, Security, and Compliance: Overview of payment gateways, digital wallets, and tokenization methods, Ensuring secure and PCI DSS-compliant transactions, Contactless tipping and upselling techniques, Preventing fraud and data theft in digital interactions, GDPR and local data privacy regulations for contactless systems, Managing refunds, receipts, and financial reporting in a digital environment.

Module 5: Operational Integration and Staff Enablement: Integrating contactless systems with PMS, POS, CRM, and IoT devices, Redesigning SOPs to align with digital-first guest interactions, Training frontline and back-office staff for hybrid service delivery, Monitoring performance metrics and guest feedback on contactless options, Managing system downtime and providing alternative service flows, Collaborating with IT, housekeeping, concierge, and F&B teams.

Module 6: Innovation, Strategy, and Future Trends in Contactless Experience: Creating a contactless strategy aligned with brand and guest expectations, ROI analysis and budget planning for digital upgrades, Emerging technologies: AR wayfinding, wearable tech, metaverse tourism, Sustainable contactless practices: paperless, keyless, cashless, Scaling contactless solutions across multi-property or franchise operations, Career opportunities and industry certifications in contactless 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.

Benefits of Certification:

1. Global Recognition & Credibility – Stand out worldwide with a certification that strengthens your professional profile across borders and demonstrates your skills to employers and institutions.

2. Quality Assurance through ISO Certification – Programs follow an ISO-certified quality management system to promote consistency, reliability, and a standardized learning experience.

3. Career Advancement & Employability – Enhance your résumé, demonstrate professional competence, and improve your prospects for career growth, promotions, or suitable job opportunities.

4. Non-Profit Trust Factor – Certification from a non-profit organization reflects a mission-driven approach focused on skill development, professional learning, and public benefit.

5. Access to Learning Resources – Gain access to useful learning resources such as e-books, mock tests, assessments, and online academic support.

6. Transparency & Online Verification – Each certification includes a unique enrolment or certificate ID, enabling convenient online verification by employers and other interested parties.

7. Lifetime or Long-Term Validity – Certifications may offer lifetime or extended validity, reducing the need for frequent renewal, subject to the applicable certification scheme.