Description

Course Name: Certificate in Guest Relations Management

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

Eligibility: 10+2 (Higher Secondary) or Equivalent.

Duration: Three Months.

Objective: The Certificate in Guest Relations Management course is designed to train professionals in delivering exceptional guest experiences across hotels, resorts, and other hospitality settings. The course focuses on developing skills in guest communication, complaint resolution, personalized service, cultural sensitivity, and customer relationship management.

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 Guest Relations & Hospitality Industry: role and importance of Guest Relations Executive, overview of hospitality and hotel/resort types, organisation of hotel departments and inter‑department flow, guest lifecycle and touch‑points, understanding guest expectations & service standards, hotel terminology and guest confidentiality & privacy

Module 2: Guest Reception, Welcome & Check‑in/Check‑out Procedures: guest arrival greeting & welcome protocols, reservation verification and room assignment, guest registration process, issuing room keys and welcome documentation/information, check‑out / billing / folio handling, farewell and guest departure formalities

Module 3: Guest Communication, Information & Concierge Services: providing information about hotel facilities and services, offering local area/transportation/attraction guidance, handling guest enquiries (phone, email, in‑person), assisting special guest requests (e.g. transport, special amenities, room preferences), multilingual / cross‑cultural communication & etiquette, promoting hotel amenities, packages and upselling

Module 4: Complaint Handling, Guest Feedback & Problem Resolution: identifying and logging guest complaints or grievances, empathetic communication and active listening, coordinating with relevant departments to resolve issues, timely follow‑up and guest satisfaction confirmation, post‑stay feedback collection and guest history record‑keeping, implementing guest service recovery and improvement initiatives

Module 5: VIP / Special Guests & Guest Relationship Management: identifying VIP / corporate / regular guests, providing personalized attention and services, managing guest profiles and preferences, anticipating guest needs and special requests, event / celebration / special occasion coordination (e.g. birthdays, anniversaries), building loyalty and maintaining long‑term guest relationships

Module 6: Coordination, Administration & Operational Standards: liaising with other departments (front office, housekeeping, F&B, maintenance), maintaining guest logs and documentation (guest history, reports, incident logs), hotel policies (privacy, safety, emergency procedures), shift‑handover and duty‑desk management, up‑holding professional appearance & grooming standards, maintaining service quality and consistency across operations

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 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.