Description

Certification Name: Certified Customer Service Executive (Hotel)

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

Duration: One Month.

Eligibility: Graduation or Equivalent is required.

Objective: The Certified Customer Service Executive (Hotel) course is designed to develop the communication, interpersonal, and problem-solving skills necessary for handling guest interactions effectively in hotels. The course covers front desk etiquette, telephone handling, complaint resolution, cultural sensitivity, upselling techniques, and coordination with other hotel departments. 

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: Fundamentals of Customer Service in Hospitality: Role and importance of customer service in the hotel industry, Responsibilities of a Customer Service Executive, Understanding different types of hotel guests and their expectations, Delivering service excellence across all touchpoints, Hotel departments and service coordination, Importance of attitude, appearance, and professionalism.

Module 2: Communication and Interpersonal Skills: Verbal and non-verbal communication in guest interactions, Active listening and questioning techniques, Handling multilingual guests and using translation tools, Telephone and email etiquette in hospitality, Building rapport and trust with guests, Managing emotions and maintaining composure.

Module 3: Handling Guest Requests and Complaints: Identifying and recording guest needs and preferences, Managing special requests and last-minute changes, Dealing with guest complaints effectively and empathetically, Service recovery techniques and follow-up procedures, Coordination with departments for quick resolutions, Maintaining service logs and guest feedback records.

Module 4: Check-in, Check-out, and Front Desk Assistance: Welcoming guests and verifying reservations, Handling check-in/check-out processes professionally, Managing room assignments and upgrades, Payment handling and billing procedures, Luggage assistance and concierge referrals, Using property management systems (PMS) for guest services.

Module 5: Upselling, Cross-selling, and Guest Retention: Identifying guest needs for upselling opportunities, Promoting hotel services, packages, and upgrades, Cross-selling F&B, spa, and recreation facilities, Loyalty program awareness and benefits communication, Encouraging positive guest reviews and feedback, Building long-term guest relationships.

Module 6: Safety, Security, and Service Compliance: Ensuring guest safety and data confidentiality, Knowledge of emergency protocols and evacuation procedures, Following SOPs and hotel service standards, Cultural sensitivity and non-discriminatory service, Legal compliance in hospitality service delivery, Supporting sustainability and eco-conscious guest practices.

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 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.