How long does this certification take?

The programme takes 11 Weeks and can be completed self-paced or with live virtual sessions.

Is this certification globally recognised?

Yes. GLI certifications carry CPD credits and are internationally recognised.

What level is this certification?

This is a Advanced Level certification.

Email info@certifications.ac, WhatsApp +254 722 223 084, or fill in the enrolment form on this page.

What is included in the fee?

All study materials, study guide, examination, digital certificate and badge. Live option adds tutor sessions and priority support.

Certified Hotel and Hospitality Service Excellence Expert in Algeria

Executive Summary

Certified Hotel and Hospitality Service Excellence Expert

Designed for today’s high-impact professionals, the Certified Hotel and Hospitality Service Excellence Expert (CHOT) delivers a rigorous Advanced-level curriculum that equips participants with the knowledge, tools and frameworks needed to excel in customer service, contact-centre operations and customer experience.

This 11 Weeks programme is structured around recognised customer-experience and service-quality standards, ensuring every graduate applies internationally validated methods to real-world challenges.

GLI’s CHOT holders are recognised by leading organisations across Africa, the Gulf, Europe and the Americas as qualified, results-driven professionals. Whether you are advancing your current career or transitioning into new responsibilities, this certification provides the competitive edge you need in 2026 and beyond.

Programme Overview

Certification at a Glance

Certification

Certified Hotel and Hospitality Service Excellence Expert

Acronym

CHOT

Who Should Enrol?

Customer Service Representatives
Contact-Centre and Front-Office Staff
Customer Experience Professionals
Service and Support Team Leaders

Programme Inclusions

Everything Included in Your Enrolment

All study materials and study guide
Access to GLI online learning portal
Online examination and assessment
Digital certificate and digital badge
Physical certificate (shipped to you)
CPD credits for professional bodies
GLI alumni network membership
Facilitator and tutor support
Resource downloads and reference library
Automatic enrolment confirmation

Certification Benefits

Why This Certification Matters for Your Career

Career Advancement

Accelerate your career towards senior customer-experience and service-operations roles

Professional Recognition

Credential aligned with recognised customer-experience and service-quality standards

Leadership Capability

Develop the strategic and operational skills to lead complex customer service functions

Organisational Impact

Design and implement customer service systems that drive performance and measurable results

Compliance Readiness

Master the standards, compliance and ethical governance central to customer service

Global Employability

Qualify for customer service roles across corporates, retail, banks, telecoms and service organisations worldwide

Competency Framework

Core Competencies You Will Develop

✦Customer Service Excellence and Standards

✦Contact Centre and Multichannel Operations

✦Complaint Handling and Service Recovery

✦Customer Experience Design and Journey Mapping

✦Service Quality, Metrics and Continuous Improvement

✦Professional Ethics and Governance

Course Curriculum

Programme Modules

The full programme, module by module.

1

Foundations and Strategic Context of Certified Hotel and Hospitality Service Excellence Expert

Certified Hotel and Hospitality Service Excellence Expert: industry context, trends and professional standards · Customer service and experience principles · The value of customer-centricity · Customer expectations and satisfaction

2

Pricing and Value

Pricing, price architecture and discounting · Value proposition and differentiation · Marketing measurement and attribution · Customer journey mapping and service design

3

Route to Market

Route to market and channel design · Segmentation, targeting and the useful segment · Pricing, price architecture and discounting · Service standards, levels and measuring service

4

Selling by Diagnosis

Consultative selling and understanding the buyer · The sales pipeline and forecasting discipline · Value proposition and differentiation · Interpreting financial statements

5

Customer Journey and Recovery

Customer journey mapping and service design · Complaint handling and service recovery · Customer retention, loyalty and lifetime value · Managing complex accounts

6

Measurement and Responsible Practice

Marketing measurement and attribution · Commercial ethics and responsible selling · Customer retention, loyalty and lifetime value · Family intervention planning

7

Segmentation and Proposition

Segmentation, targeting and the useful segment · Value proposition and differentiation · Brand, reputation and communications · Working with organisations on wellbeing

8

Ethics and Conduct

Ethics and independence in advisory relationships · Ethics and professional responsibility · Professional ethics and responsibility (PMI) · Conflicts of interest and procurement ethics

9

International Markets

Global sourcing and trade · Key global frameworks: FAO, GlobalG.A.P., SDGs and national strategies · Global and comparative HR contexts · Global sourcing and international trade

10

Change and Adoption

Behaviour change and adoption of innovations · Customer experience transformation · Digital and self-service transformation · Measuring CX transformation impact

11

People and Incentives

Employee engagement models and drivers · The employee lifecycle and HR value chain · Strategic workforce planning and demand forecasting · Communicating risk to the workforce

12

Sustainability

Monitoring, evaluation and sustainability plan · Sustainability certification and standards · Responsible and sustainable banking · Sustainable and green banking

13

Learning and Research

Evidence-based practice and research literacy · Complaint data and learning · Cognitive load and learning science · The learning and development profession

14

Markets and Customers

Market research and intelligence · The automotive market: segments, brands and buyers · Vehicle specifications, trims and options in customer language · Customer retention in the vehicle ownership cycle

15

Selling Practice

Account planning and whitespace · CRM, sales operations and data discipline · Sales forecasting · Key account management

16

Customer Experience

Customer and journey analysis · Designing a service or experience improvement · Customer experience strategy · Customer journey mapping

17

Digital Channels

Marketing technology stack · CRM and marketing automation platforms · E-commerce and marketplace selling · Scaling technologies and business models

18

Evidence and Analytics

Data privacy, consent and compliance · Data, analytics and customer insight · Data analytics in audit · Evidence, judgement and scepticism

19

Commercial Finance

Customer lifetime value and profitability · Carbon markets and climate finance · Farm profitability, costing and gross margins · Agricultural finance and credit for farmers

20

Distribution and Supply

The procurement cycle and operating models · Procurement’s contribution to organisational strategy · Public versus private procurement · Supply market analysis and Porter’s forces

21

Communication

Communication strategy in change programmes · Communicating and reporting to leadership · Conflict resolution and mediation · Management and board reporting

22

Leadership and Teams

Management review and improvement · Leadership versus management and when each is needed · Situational and adaptive leadership · Values, purpose and authentic leadership

23

Performance and Targets

Sales performance and pipeline management · Social performance and outreach · Investment principles and objectives · Performance management systems and cycles

24

Capability Development

Measuring coaching outcomes · Scaling delivery capability · Project management plan development · Schedule development and optimisation

25

Strategic Context

Business case and strategic alignment · Stakeholder engagement strategy · Strategic alignment of investments · Competitive analysis and differentiation

26

Risk and Compliance

Audit risk and materiality · Professional writing and reports · Corporate governance principles and purpose · L&D operating models and governance

27

Legal and Terms

Employment relationship and the psychological contract · Legal and regulatory responsibility · Environmental legal compliance · Legal, cost and feasibility analysis

28

Campaigns and Projects

Managing difficult conversations · Implementation planning and risk management · HACCP principles and prerequisite programmes · Governance of the CX programme

29

Operations

Productivity, collaboration and workflow tools · Process improvement and lean thinking · Quality management and standards · Productivity and efficiency improvement

30

Relationships and Partners

Wealth, SME and corporate relationships · Stakeholder communications · Stakeholder mapping and engagement · Stakeholders and users of financial information

Every module opens in the learning portal with its full lesson set, worked examples, further reading and video masterclasses. 30 modules · 150 lessons.

Learning Outcomes

What You Will Achieve

Pricing and Value — applied to your own work
Route to Market — applied to your own work
Selling by Diagnosis — applied to your own work
Customer Journey and Recovery — applied to your own work
Measurement and Responsible Practice — applied to your own work
Segmentation and Proposition — applied to your own work

Enrolment Process

How to Get Certified

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Step 1: Choose Your Certification

You are viewing Certified Hotel and Hospitality Service Excellence Expert — one of GLI's 1,990+ globally recognised professional certifications.

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Step 2: Enrol & Pay Online — Instantly

Click Enrol & Study Online to register and pay securely via Paystack, Visa, Mastercard, M-Pesa or bank transfer. Access is granted the moment payment is confirmed.

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Step 3: Study in the GLI Learning Portal

Work through 30 structured modules and 150 lessons at your own pace, with downloadable resources and expert-designed content — all inside the LMS.

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Step 4: Pass, Get Certified & Verified

Sit your final examination online, earn your certificate instantly, and receive a globally verifiable Certificate ID — plus GLI Alumni Network access.

🎓 Enrol & Study Online — Instant Access

Secure checkout · Instant LMS access · Globally verifiable certificate

Frequently Asked Questions

Common Questions

What is the CHOT certification?

The Certified Hotel and Hospitality Service Excellence Expert (CHOT) is a Advanced-level professional certification awarded by the Global Leadership Institute (GLI). It is designed to equip professionals in customer service, contact-centre operations and customer experience with practical skills, internationally recognised frameworks, and the credentials needed to advance their careers.

Who should enrol in the CHOT?

This certification is ideal for Customer Service Representatives, Contact-Centre and Front-Office Staff, Customer Experience Professionals and Service and Support Team Leaders, and other professionals seeking to formalise their expertise in customer service, contact-centre operations and customer experience with a globally recognised credential.

How long does the CHOT certification take to complete?

The programme is structured over 11 Weeks and offers flexible learning modes. Self-paced learners can progress at their own schedule, while live virtual participants follow a structured cohort schedule with facilitator-led sessions.

Is the CHOT internationally recognised?

Yes. GLI certifications are recognised across 100+ countries and are aligned with recognised customer-experience and service-quality standards. Graduates receive a digital certificate, a physical certificate and CPD credits recognised by employers worldwide.

What is the cost of the CHOT certification?

The Certified Hotel and Hospitality Service Excellence Expert is offered in two formats: Self-Paced at USD 399 and Live Virtual at USD 599. Corporate group rates are available for organisations enrolling 5 or more participants. Contact GLI for a bespoke corporate training quotation.

What does the CHOT certification include?

Enrolment includes all study materials and study guides, access to GLI's online learning portal, online examination, digital certificate and badge, physical certificate (posted), CPD credits, GLI alumni network membership, and ongoing facilitator support.

What is the assessment format for the CHOT?

The Certified Hotel and Hospitality Service Excellence Expert is assessed through an online examination consisting of multiple-choice questions, case study analysis, and practical application assignments. The assessment is designed to evaluate real-world competency, not just theoretical recall.

What CPD credits do I earn from the CHOT?

The Certified Hotel and Hospitality Service Excellence Expert carries Continuing Professional Development (CPD) credits, which can be applied towards professional body requirements including recognised international professional associations.

Can I study the CHOT while working full-time?

Absolutely. The self-paced option is designed for busy working professionals and allows you to study when and where it suits you. Live virtual sessions are typically scheduled in the evenings or on weekends to accommodate professional commitments.

What career outcomes can I expect from the CHOT?

Graduates progress towards senior customer-experience and service-operations roles. The CHOT strengthens your expertise in customer service, contact-centre operations and customer experience and positions you for advancement across corporates, retail, banks, telecoms and service organisations.

Graduate Voices

What Our Alumni Say

“

The curriculum was directly applicable to my daily work. I immediately applied what I learned and saw results within weeks of completing the programme.

Customer Experience Director

Private Sector

“

GLI's certification is the most practical professional programme I have attended. The international frameworks gave me credibility with my employer and clients.

Service Operations Manager

NGO Sector

“

I earned my CHOT while working full-time. The self-paced format made it possible, and the quality of the content is genuinely world-class.

Contact Centre Lead

Government

Certified Hotel and Hospitality Service Excellence Expert

Certified Hotel and Hospitality Service Excellence Expert

Certification at a Glance

Who Should Enrol?

Everything Included in Your Enrolment

Why This Certification Matters for Your Career

Core Competencies You Will Develop

Programme Modules

What You Will Achieve

How to Get Certified

Common Questions

What Our Alumni Say

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