The CBIT Certification in Customer Relationship Management in the Tourism and Hospitality Industry is a specialist short course designed to develop learners' understanding of how effective customer relationship management (CRM) strategies are applied within tourism and hospitality environments to enhance customer satisfaction, service quality, and organisational performance. The course focuses on building long-term customer relationships, delivering personalised experiences, managing customer interactions, and leveraging CRM technologies to support customer-centred service delivery.
You will explore the principles and practices of customer relationship management within the tourism and hospitality sectors, examining customer expectations, service excellence, customer retention strategies, digital engagement tools, and ethical management of customer data. Successfully completing this certification equips you to transform your ideas into actions that drive organisational success.
The course is designed for aspiring and current business professionals, managers, team leaders, tourism and hospitality practitioners, and individuals seeking a clear and practical understanding of customer relationship management within tourism organisations.
The course focuses on equipping you with the knowledge and insight to manage customer relationships effectively, enhance customer satisfaction and loyalty, support ethical and compliant use of customer data, improve service delivery, and contribute to performance and sustainability within the tourism and hospitality industries.
We believe in providing accessible professional development. To ensure you can engage effectively with the course materials, the following entry guidelines apply:
To achieve your certification, you are required to complete a formal online assessment for each of the four modules.
Learners need to complete any combination of units to a minimum of 15 credits. The minimum Total Qualification Time is 150 hours, including 50 Guided Learning Hours
Learners must request before enrolment to interchange unit(s) other than the preselected units shown in the SBTL website because we need to make sure the availability of learning materials for the requested unit(s). SBTL will reject an application if the learning materials for the requested interchange unit(s) are unavailable.
Learners are not allowed to make any request to interchange unit(s) once enrolment is complete.
School of Business & Technology London provides various flexible delivery methods to its learners, including online learning and blended learning. Thus, learners can choose the mode of study as per their choice and convenience. The program is self-paced and accomplished through our cutting-edge Learning Management System. Learners can interact with tutors by messaging through the SBTL Support Desk Portal System to discuss the course materials, get guidance and assistance and request assessment feedbacks on assignments.
We at SBTL offer outstanding support and infrastructure for both online and blended learning. We indeed pursue an innovative learning approach where traditional regular classroom-based learning is replaced by web-based learning and incredibly high support level. Learners enrolled at SBTL are allocated a dedicated tutor, whether online or blended learning, who provide learners with comprehensive guidance and support from start to finish.
The significant difference between blended learning and online learning methods at SBTL is the Block Delivery of Online Live Sessions. Learners enrolled at SBTL on blended learning are offered a block delivery of online live sessions, which can be booked in advance on their convenience at additional cost. These live sessions are relevant to the learners' program of study and aim to enhance the student's comprehension of research, methodology and other essential study skills. We try to make these live sessions as communicating as possible by providing interactive activities and presentations.
School of Business & Technology London is dedicated to offering excellent support on every step of your learning journey. School of Business & Technology London occupies a centralised tutor support desk portal. Our support team liaises with both tutors and learners to provide guidance, assessment feedback, and any other study support adequately and promptly. Once a learner raises a support request through the support desk portal (Be it for guidance, assessment feedback or any additional assistance), one of the support team members assign the relevant to request to an allocated tutor. As soon as the support receives a response from the allocated tutor, it will be made available to the learner in the portal. The support desk system is in place to assist the learners adequately and streamline all the support processes efficiently.
Quality learning materials made by industry experts is a significant competitive edge of the School of Business & Technology London. Quality learning materials comprised of structured lecture notes, study guides, practical applications which includes real-world examples, and case studies that will enable you to apply your knowledge. Learning materials are provided in one of the three formats, such as PDF, PowerPoint, or Interactive Text Content on the learning portal.
As part of the program, you will get access to CMI Management Direct, which provides a rich foundation of management and resource for students. The Management Direct is packed with content, including:
We offer a flexible online learning experience that puts you in control—study anytime, anywhere, and at your own pace without compromising on structure or support. This method is designed to work around your schedule, whether you are balancing work and life or prefer independent learning without live class commitments.
To support your progress, we offer up to two 30-minute personal online sessions with a tutor, providing you with direct guidance when you need it most. With expert-developed resources and optional virtual induction, you will be motivated and focused as you progress through the course.
We provide structured support to ensure your success:
This is a sample certificate for illustration purposes only.
