International Course in Hospitality Management (ICHM)

Certificate of Achievement in Quality & Customer Experience Management in Hospitality

Certificate of Achievement in Quality & Customer Experience Management in Hospitality


International Course in Hospitality Management (ICHM) certificates are based on the philosophy that a commitment to excellence and the finest education and training are essential for those people seeking the most sought after positions in the highly competitive hospitality industry.


Customer satisfaction is a key requirement to retain customers, generate positive word of mouth and thereby increase revenues and profitability. Quality and CEM are two applications enhancing customer satisfaction and thereby contributing to profitability. In this module, participants will learn about the fundamentals of quality management, how to develop standards and deploy them as well as controlling the effort.

Quality management systems will be introduced beyond quality management, participants will learn about the principles of CEM an how to create a true experience and measure its success. Satisfying customers is not enough, exciting them and creating a memorable experience is the objective.

Focal Points

  • Customer Satisfaction

    Trainees will learn the concepts of customer satisfaction leading to customer retention which in turn is expressed through various communication platforms.

  • Quality Management

    Quality management ensures a consistent level of service delivery in the hospitality industry. Topics such as quality management and performance in hotels will be discussed which will lead to the development of a quality strategy, its deployment and control methods.

  • Customer Experience Management

    This part of the training will reflect on the analysis, planning, implementing and controlling the CEM effort. Control systems on how to measure success and learn from experience will also be introduced towards the end of the training.



MODUL University Dubai
4th Floor ONE JLT
Jumeirah Lakes Towers
Dubai, United Arab Emirates

Tuition Fees

AED 4,735

Certificate of Achievement

Issued by MODUL University Dubai and the world's leading MODUL Tourism College of the Vienna Chamber of Commerce

Eligibility Criteria

Fluent in English language
Contact our advisors for a complete list of requirements

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Managing & Leading People in Hospitality


Hospitality Management Essentials


Quality & Customer Experience Management in Hospitality


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contact us

Nikola Kovacevic

Account Manager

Professional Education


T. +971 4 510 1428

M. +971 52 212 2520



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