Are you looking to quickly specialize in customer experience? Building on the Applied Bachelor in Hospitality and Hotel Management, this certificate will help you develop the skills needed to structure your approach to hospitality, create memorable experiences, and turn your customer journeys into a competitive advantage for your organization.
Admission
Until July 1
Until November 1
Course start date
Fall
Winter
Duration
1 year full-time (3 sessions)
Format
In-person
Schedule
Full-time
Part-time
Language of instruction
French and English (bilingual)
Internships
No
Diploma
Certificate
Why choose the Certificate in Hospitality Management and Customer Experience Design?
- Specialize quickly in customer experience
- Develop a modern profile that is in highly sought after across multiple industries where the customer experience quality plays a strategic role
- Learn how to turn a touchpoint into a competitive advantage
- Know how to plan hospitality operations tailored to your sector’s realities
- Pursue a practical, bilingual training that is grounded in real-world experience
A training program accredited by Tourism HR Canada
This certificate is based on the Applied Bachelor in Hospitality and Hotel Management, the first program in Québec to receive SMART+ accreditation awarded by Tourism HR Canada, recognizing that this program exceeds Canadian tourism industry standards.
Transform every interaction into an opportunity to excel!
What you will learn
Experience Design, Organization, Customer Loyalty
Our professors
As a student in this program, you will benefit from an experienced faculty with deep roots in the fields of management, tourism, hospitality, and customer experience.
Program structure
Duration and schedule
- 30-credit program with fall and winter admission
- Offered on a full-time or part-time basis
- Spread over 1 year on a full-time basis and over a maximum of 5 years on a part-time basis
- Daytime and evening courses
- Schedule, dates and course order are subject to change.
- The ITHQ reserves the right to cancel a course or program if there are insufficient registrations to justify its offering. In such cases, program and registration fees will be refunded in full.
Diploma earned
Undergraduate Certificate degree in Hospitality Management and Customer Experience Design
All students are required to follow certain basic rules regarding professional image.
Admission to the program
Admission requirements
To be eligible for this program on the basis of studies, you must meet one of the following conditions:
- Hold a Diploma of College Studies (DCS) with a R-score cut-off of 24, OR
- Have completed successfully university-level courses totaling at least 15 credits, with a 2.5/4.3 GPA, or equivalent, OR
- Hold a diploma obtained outside Québec after at least 13 years of schooling (or 12 years if there is an existing agreement with the Québec government).
You must also:
- Demonstrate proficiency in oral and written French and English.
- Have completed successfully a college or university-level math or accounting course (successful completion of this course must be verified by the beginning of the 2nd session of enrolment in the program).
Note: relevant experience in tourism, hotel management or customer service is considered an asset.
To be eligible for this program on the basis of relevant work experience, you must:
- Be at least 21 years of age.
- Possess appropriate knowledge.
- Have a minimum of 6 months of relevant experience (850 h).
- Have interrupted your full-time studies for at least 2 sessions, excluding the summer session.
You must also:
- Demonstrate proficiency in oral and written French and English.
- Have completed successfully a college or university-level math or accounting course (successful completion of this course must be verified by the beginning of the 2nd session of enrolment in the program).
Not sure if you meet all the admission requirements?
There are conditional admission options for this program. Schedule an appointment with a member of our team to learn more.
Admission application periods
Québec and Canadian applicants
Until July 1 (course start date in September)
Until November 1 (course start date in January)
- We recommend that you submit your application as soon as possible as the number of places available is limited.
International applicants (full-time enrollment only)
Until March 1 (course start date in September)
- We recommend that you submit your application as soon as possible due to immigration document processing times.
Required documents
Here is the list of documents you must include with your application depending on your status:
General documents
- Birth certificate
- Proof of French language proficiency (language test result or proof of exemption)
- Proof of English language proficiency (language test result or proof of exemption)
Application based on studies
- Depending on your educational background: latest official transcript from college studies OR latest official university transcript
- All diplomas obtained
- Official employment certificates attesting to any work experience relevant to the program (an asset)
Application based on relevant work experience
- If you have completed post-secondary studies: official college transcripts or official university transcripts, including for incomplete programs
- Official employment certificates attesting to a minimum of 850 h of work experience relevant to the program
- Portfolio
- Letter of recommendation from an employer (an asset)
Additional fees will apply for the assessment of applications based on work experience.
General documents
- Birth certificate
- Proof of French language proficiency (language test result or proof of exemption)
- Proof of English language proficiency (language test result or proof of exemption)
Application based on studies
- Official transcripts for the last 2 years of pre-university studies
- Official university transcripts, if you have completed university studies
- All diplomas obtained
- Official employment certificates attesting to any work experience relevant to the program (an asset)
Application based on relevant work experience
- If you have completed post-secondary studies: official college transcripts (or equivalent) or official university transcripts, including for incomplete programs
- Official employment certificates attesting to a minimum of 850 h of work experience relevant to the program
- Portfolio
- Letter of recommendation from an employer (an asset)
Additional fees will apply for the assessment of applications based on work experience.
General documents
- Birth certificate
- Canadian citizenship certificate OR permanent resident card
- Certificat de sélection du Québec (CSQ), if you have one
- Proof of French language proficiency (language test result or proof of exemption)
- Proof of English language proficiency (language test result or proof of exemption)
Application based on studies
- Official transcripts for the last 2 years of pre-university studies
- Official university transcripts, if you have completed university studies
- All diplomas obtained
- Official employment certificates attesting to any work experience relevant to the program (an asset)
Application based on relevant work experience
- If you have completed post-secondary studies: official college transcripts (or equivalent) or official university transcripts, including for incomplete programs
- Official employment certificates attesting to a minimum of 850 h of work experience relevant to the program
- Portfolio
- Letter of recommendation from an employer (an asset)
Additional fees will apply for the assessment of applications based on work experience.
General documents
- Birth certificate
- Proof of French language proficiency (language test result or proof of exemption)
- Proof of English language proficiency (language test result or proof of exemption)
Application based on studies
- Official transcripts for the last 2 years of pre-university studies
- Official university transcripts, if you have completed university studies
- All diplomas obtained
- Official employment certificates attesting to any work experience relevant to the program (an asset)
Application based on relevant work experience
- If you have completed post-secondary studies: official college transcripts (or equivalent) or official university transcripts, including for incomplete programs
- Official employment certificates attesting to a minimum of 850 h of work experience relevant to the program
- Portfolio
- Letter of recommendation from an employer (an asset)
Additional fees will apply for the assessment of applications based on work experience.
Admission application procedure
- Applicants must ensure that they meet the program’s admission requirements before submitting their application.
- Incomplete or late applications will not be accepted.
- For your admission file to be considered complete, it must contain a copy of all the official documents required by the ITHQ in accordance with your status, as listed above.
- These documents must be legible and saved in PDF format. Documents in a language other than French or English must also be accompanied by a certified translation into French or English.
- Some documents required by the ITHQ may not be requested automatically on the admission platform. It is therefore your responsibility to ensure that all the documents on the list in accordance with your status have been uploaded to your file before submitting your application.
Costs and financial aid
Program fees
Use the program fee calculator to find out about the costs of this program.
Financial aid and scholarships
Looking for financial support for your study project? Find out about the different options available to you.
Career prospects and job opportunities
Advance your career through customer experience
Customer experience is playing an increasingly strategic role in organizations. This certificate allows you to enhance your professional profile with a sought-after specialization that is directly applicable in the workplace. Whether you want to expand your responsibilities or deepen your expertise, this training program will prepare you to take on roles related to customer experience, operations management, or service team supervision in sectors such as tourism, hotel management, restaurant services, retail, financial services, healthcare, recreation, and much more.
Why choose the ITHQ
Frequently asked questions
Hospitality management involves designing and overseeing the conditions required to deliver a high-quality customer experience. It encompasses teams, operations, and services management to ensure that every customer interaction drives satisfaction, loyalty, and organizational performance. Although historically associated with hotels, the concept of hospitality now applies across a wide range of sectors, including tourism, restaurant services, recreation, transportation, retail, and professional services.
Customer experience design involves designing and improving the entire customer journey to deliver a consistent, seamless, and memorable experience. It is based on a solid understanding of customer needs and takes into account all points of contact with the organization, whether in person or online. The primary goal is to create experiences that meet customer expectations while contributing to the company’s performance.
A high-quality customer experience promotes customer satisfaction, loyalty, and referrals. It also enables a company to stand out from the competition, strengthen its reputation, and improve its performance. Today, the customer experience has become a key strategic driver for organizations across all industries.
This short program enables you to develop expertise in hospitality and customer experience management in order to improve service quality, support your teams, and contribute to your organization’s performance. These skills help you take on more responsibilities, advance your career, or broaden your professional prospects in sectors where customer experience is a key factor for success, such as tourism, hotel management, restaurant services, retail, healthcare, and financial services.
The choice depends on your background and your career goals.
The Certificate in Hospitality Management and Customer Experience Design is ideal if you want to develop or deepen your expertise in customer experience. Shorter and more targeted, it is ideal for working professionals or those looking to add a specialization to their background.
The Applied Bachelor in Hospitality and Hotel Management (Appl. B.M.) is recommended if you are looking for a comprehensive university program in management. You will build strong skills in management, people leadership, and operations management, while acquiring customer experience expertise through a practice-oriented educational approach.
In summary, the certificate program offers a specialization in customer experience, while the bachelor’s degree program trains managers to integrate customer experience into all aspects of an organization.
Good to know: since all courses in this program are part of the Applied Bachelor in Hospitality and Hotel Management, courses successfully completed as part of the certificate will automatically be recognized if you wish to continue your studies toward the bachelor’s degree.
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