- info@whitestoneinternationalcollege.org.uk
- +44 20 3727 6493
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Whitestone International College of Innovation delivers quality-assured, standards-aligned programmes that integrate academic rigour, industry relevance, and digital fluency to develop principled leaders who deliver measurable impact.
- London, United kingdom
- +44 20 3727 6493
-
Info@whitestoneinternational
college.org.uk
United States
United Arab Emirates
India
Courses
Certified Hospitality & Guest Experience Professional (CHGEP)
The Certified Hospitality & Guest Experience Professional (CHGEP) programme is designed to
prepare hospitality professionals to deliver world-class service excellence, guest satisfaction, and
operational consistency across hotels, resorts, airlines, and service-driven organisations.
Course Overview
The Certified Hospitality & Guest Experience Professional (CHGEP) programme is designed to
prepare hospitality professionals to deliver world-class service excellence, guest satisfaction, and
operational consistency across hotels, resorts, airlines, and service-driven organisations.
The programme blends principles of guest psychology, service design, emotional intelligence,
complaint recovery, and brand loyalty—helping participants master the art and science of creating
memorable guest experiences that drive business performance and reputation.
Why This Course is Important?
- Customer-centric leadership: Builds the mindset and systems to deliver 5-star guest satisfaction.
- Experience-driven differentiation: Enhances service innovation and competitive positioning.
- Operational excellence: Equips professionals to convert service standards into measurable results.
Learning Outcomes
By the end of this programme, participants will be able to:
- Apply guest experience design and service recovery frameworks in hospitality operations.
- Understand guest expectations, emotions, and behaviour to personalise service delivery.
- Implement brand-aligned service standards and quality assurance systems.
- Manage complaints effectively using empathy, active listening, and problem-resolution models.
- Foster team engagement, motivation, and accountability in guest-facing roles.
- Use feedback analytics and KPIs to continuously improve service outcomes.
Target Audience
- Front Office and Guest Relations Executives
- Hotel, Resort, and Restaurant Supervisors/Managers
- Airline, Cruise, and Event Service Professionals
- Customer Experience Managers in Tourism and Leisure Industries
- Entrepreneurs in Hospitality and Service Startups
Entry Requirements
- Diploma or equivalent qualification preferred
- Minimum 1 year of experience in hospitality, tourism, or customer service roles.
- English proficiency (IELTS 5.0 or equivalent suggested).
Programme Structure & Modules
- Service culture and guest expectations
- Emotional intelligence and empathy in hospitality
- The psychology of hospitality experiences
- Understanding guest personas and expectations
- Designing end-to-end service touchpoints
- Personalisation through data and technology
- Defining and implementing brand-aligned service standards
- Quality audits, SOPs, and performance metrics
- Global service excellence benchmarks (Forbes, LQA, ISO 9001)
- Voice of the Customer (VoC) analysis
- Complaint handling models (LEARN, LAST, HEART)
- Turning service failures into loyalty opportunities
- Coaching and motivating hospitality teams
- Recognition and reward systems
- Continuous improvement and excellence culture
Awarding Body
Whitestone International College of Innovation
United Kingdom
Qualification Type
Certified Professional Programme
(Industry-aligned, regulated qualification issued by Whitestone International College of Innovation, UK)
Delivery Mode
Classroom – London (UK) / Dubai (UAE) campuses
Live Online – Instructor-led virtual sessions
Blended Learning –Pre-reading + interactive workshops + assessment
Duration
4 days (intensive) or 3 weeks (part-time blended)
Total Learning Hours: 30–35 hours
- Assessment: Case simulation, role-play, and short reflective assignment.
- Certification: Successful participants receive the Certified Hospitality & Guest Experience Professional (CHGEP) certificate issued by Whitestone International College of Innovation, UK.
- UK-issued professional certification recognised internationally.
- Guest Experience Toolkit: service recovery playbook, feedback templates, and journey maps.
- Enhances professional credibility and leadership readiness in hospitality.
- Strengthens organisational guest satisfaction scores and brand reputation.
Aligned with Forbes Travel Guide Standards, ISO 9001:2015 Quality Management, Hospitality Assured Excellence Framework, and UNWTO service quality principles.
Programme Fees
Clear Fee Structure With No Hidden Costs
£
515
Per Course
-
Industry-focused programmes with global standards.
-
Practical skills for real-world success.
-
Academic excellence with career-ready outcomes.
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