Description

Certification Name: Certified Reputation Manager (Hospitality)

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

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

Objective: The Certified Reputation Manager (Hospitality) course is designed to equip professionals with the skills and knowledge to monitor, manage, and enhance the online and offline reputation of hospitality businesses. The program covers reputation assessment, review management, social listening, crisis communication, brand image building, customer feedback analysis, and reputation recovery strategies.

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 Reputation Management in Hospitality: Understanding reputation as a strategic hospitality asset, The role of a Reputation Manager in hotels, resorts, and service brands, Impact of online reputation on bookings, brand loyalty, and revenue, Key channels influencing hospitality reputation: OTAs, review sites, social media, Difference between brand image, reputation, and guest perception, Case studies on reputation crises and brand recovery in hospitality.

Module 2: Online Review Platforms and Feedback Channels: Overview of major review platforms: TripAdvisor, Google, Booking.com, Yelp, Understanding rating systems, algorithms, and guest review behavior, Collecting, analyzing, and responding to reviews effectively, Encouraging positive reviews through timing and post-stay engagement, Managing feedback across OTAs, brand websites, and third-party portals, Monitoring competitor reviews for benchmarking and positioning.

Module 3: Response Strategies and Guest Communication: Crafting professional and empathetic responses to positive and negative reviews, Managing guest complaints in real-time to prevent online backlash, Responding across multiple platforms while maintaining brand tone, Building trust through transparency, accountability, and service recovery, Handling fake reviews, trolls, and controversial guest interactions, Coordinating with operations to act on feedback and close service gaps.

Module 4: Sentiment Analysis and Reputation Monitoring Tools: Using sentiment analysis to interpret guest emotions and review tone, Introduction to tools like ReviewPro, Revinate, TrustYou, and Google Alerts, Creating alerts and dashboards to monitor brand mentions and trends, Analyzing review trends across departments and time periods, Turning qualitative guest feedback into actionable insights, Reporting reputation metrics to management and relevant teams.

Module 5: Integrating Reputation with Service Quality and Operations: Linking reputation data with operational KPIs and SOP improvements, Training staff to contribute to positive guest experiences and reviews, Aligning reputation goals with quality assurance and guest satisfaction, Setting internal benchmarks for ratings, response times, and resolutions, Developing a reputation improvement action plan per department, Conducting regular audits to assess service delivery and online presence.

Module 6: Reputation Marketing and Crisis Management: Leveraging positive reviews and awards in digital marketing and PR, Building a strong presence on metasearch and OTA profiles, Collaborating with influencers and travel bloggers to boost reputation, Managing negative publicity and online reputation crises strategically, Legal considerations around defamation, fake reviews, and content takedowns, Future trends: AI-driven feedback systems, video reviews, and reputation personalization.

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.