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 Lebanon

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

Hospitality as Service Quality

What service quality actually means to a customer · Handling a difficult conversation at the front line · Customer journey mapping and service design · Segmentation, targeting and the useful segment

3

The Guest Journey

Customer journey mapping and service design · Designing service across channels the customer actually uses · What service quality actually means to a customer · Launching a product into a market

4

Recovery in the Moment

Service recovery after a failure · Handling a difficult conversation at the front line · Complaint handling and service recovery · Digital channels and performance marketing economics

5

Empowering the Front Line

Frontline coaching, quality monitoring and team culture · Service recovery after a failure · First contact resolution and the cost of repeat contact

6

Guests Who Need More

Serving vulnerable and diverse customers · Handling a difficult conversation at the front line · Service in public, health and community settings

7

Measuring Guest Experience

Measuring customer experience honestly · Voice of the customer: from listening to change · Customer retention, loyalty and lifetime value

8

Cost and Value

Pricing strategy · ROI, CAC and lifetime value · Customer lifetime value and profitability · Analytical techniques and bias

9

Markets and Proposition

Market linkages and aggregation · Demand analysis and market intelligence · Branding and product differentiation · Aligning service to brand and business

10

Change and Improvement

Change management and adoption · The finance function and digital transformation · Continuous improvement of finance processes · Continuous improvement cycles

11

Planning and Delivery

Implementation planning and risk management · HACCP principles and prerequisite programmes · Designing voice-of-customer programmes · Governance of the CX programme

12

Stakeholders and Partners

Stakeholder mapping and collaboration · Relationship management and cross-selling · Wealth, SME and corporate relationships · Managing supplier risk

13

Workforce and Wellbeing

Wellbeing and resilience coaching · Building trust and engagement · Advocacy and policy engagement · Proactive engagement and success

14

Ethics and Conduct

Bribery, corruption and conduct risk · Ethics and independence · Ethics in communications · Ethics, confidentiality and professional conduct in HR

15

Inclusion and Access

Financial inclusion and agency banking · The business case for diversity and inclusion · Team diversity and inclusion · Brand strategy, identity and equity

16

Health and Wellbeing Context

Integrated and sustainability reporting · Telehealth and digital care delivery · Procurement and stock management for health commodities · Health records, data and confidentiality

17

Public and Community Context

Corporate social responsibility and community impact · Group dynamics, facilitation and community mobilisation · Social media customer care · Social performance and outreach

18

Strategic Context

Training needs analysis and learning strategy · Reward strategy and total reward frameworks · Corporate strategy and portfolio choices · Organisational resilience and adaptive strategy

19

Knowledge and Records

Communicating technical information to diverse audiences · Process and control documentation · Board reporting and information flows · Knowledge management and organisational learning

20

Cross-Cultural Practice

Managing virtual and cross-cultural teams · Communicating financial results · Cross-cultural communication · International and cross-border tax

21

Learning and Assessment

Risk assessment methodology and matrices · Dynamic and site-specific risk assessment · Professional roles, boundaries and settings · Designing learning for transfer, not coverage

22

Customer and Service Context

Managing difficult customers · Digital advisory, e-extension and mobile services · Advisory service design and delivery · Building a customer-centric culture

23

Operations and Quality

Cost reduction and efficiency programmes · Employee relations, discipline and fair process · The HR operating model and business partnering · Resource efficiency and circular practice

24

People and Capability

Attachment and developmental theory · Peer support and consultation · Lessons learned and development · Measuring coaching outcomes

25

Leadership and Management

Cyber risk management · Performance management systems and cycles · Theories and models of leadership and management · Project management principles and lifecycle

26

Communication

Duty of care and risk management · Professional report writing and presentation · Communication and interpersonal skills · Influencing and presenting insights

27

Data and Measurement

Text and interaction analytics · Data privacy and consent · Banking KPIs and branch scorecards · Service quality and turnaround metrics

28

Technology and Channels

Practice management systems · Ethics of technology in practice · Emerging project technologies · Go-to-market and channel strategy

29

Governance and Compliance

Driving effective, ethical outcomes · The regulatory and legal environment · Compliance frameworks and programmes · Compliance monitoring and testing

30

Rights, Policy and Protection

Legal, cost and feasibility analysis · Contractor and visitor safety · Policy, planning and objectives · Contract administration and variation

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

Hospitality as Service Quality — applied to your own work
The Guest Journey — applied to your own work
Recovery in the Moment — applied to your own work
Empowering the Front Line — applied to your own work
Guests Who Need More — applied to your own work
Measuring Guest Experience — 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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