Professional Certificate in Customer Service and Hostess Service
The Professional Certificate in Customer Service and Hostess Service is a 100% online professional certificate (450 hours, 36 weeks) for anyone who wants to build a career in customer service and hostess service. You learn through practical modules and real case studies, guided by tutors with industry experience, and finish with a final project.
New intake every two months Ā· Interest-free payment plans Ā· ESINEV certificate of completion (non-accredited training).
Overview
This professional certificate is designed to provide participants with the essential skills to deliver exceptional service in events and customer service situations. Throughout the programme, students will learn communication, hospitality, and event management techniques that are essential in the world of hostesses and customer service.
Studying from Australia
This programme is delivered 100% online in English, so you can study from anywhere in Australia ā Sydney, Melbourne, Brisbane, Perth, Adelaide or Auckland ā and fit your learning around work. The skills covered apply directly to events across Australia, from conferences and exhibitions to weddings and festivals. Fees are shown in Australian dollars (AUD) and can be spread with interest-free instalments.
About your certificate
ESINEV programmes are non-degree professional training delivered 100% online. On completion you receive an ESINEV certificate of completion. ESINEV is a private online training provider: this programme is not an Australian degree or AQF qualification, and is not accredited by TEQSA or ASQA.
Your learning path
Curriculum
A 450-hour program that trains you in customer service and professional event hosting across 8 practical modules.
Submodule 1.1. The host's role in the events industry
Duties, profiles and responsibilities of the host according to the type of event.
Submodule 1.2. Types of events and associated services
Distinguish the services provided at conferences, trade fairs, galas, sporting events and incentives.
Submodule 1.3. The event value chain
Understand how the host coordinates with the organizer, suppliers and end client.
Submodule 1.4. Personal image and uniform
Apply standards of appearance, uniform, makeup and grooming to suit the event.
Submodule 1.5. Code of conduct and confidentiality
Learn the rules of conduct, discretion and confidentiality required of staff.
Submodule 1.6. Pre-assignment briefing
Interpret a briefing and extract the key information for your assigned post.
Submodule 1.7. Staffing agencies and hiring arrangements
Learn how agencies operate and the usual hiring formats.
Submodule 2.1. Principles of the attendee experience
Identify the moments of truth that shape attendees' perceptions.
Submodule 2.2. The SERVQUAL model applied to events
Evaluate reliability, empathy and responsiveness in face-to-face service.
Submodule 2.3. Active listening and identifying needs
Practice techniques to identify attendees' explicit and implicit needs.
Submodule 2.4. Looking after VIPs and speakers
Manage preferential treatment of VIP guests, speakers and sponsors.
Submodule 2.5. Serving people with specific needs
Apply accessibility guidelines and assist people with disabilities.
Submodule 2.6. Multilingual and multicultural service
Adapt greetings, register and manner to attendees from different cultures.
Submodule 2.7. Quality standards and service protocols
Design and follow measurable service standards for the host team.
Submodule 3.1. Verbal communication on the job
Use courtesy formulas, standard phrases and a register suited to the event.
Submodule 3.2. Body language and professional posture
Control gestures, eye contact and posture to convey availability and professionalism.
Submodule 3.3. Emotional management under pressure
Apply self-control techniques during peak attendance and long days.
Submodule 3.4. Teamwork and shift coordination
Coordinate handovers, radio communication and task allocation with the team.
Submodule 3.5. Telephone and digital communication
Handle inquiries by phone, email and chat before and during the event.
Submodule 3.6. Introducing speakers and basic announcing
Prepare and deliver brief introductions and PA announcements.
Submodule 3.7. Functional English for event hosts
Master the key vocabulary and expressions for assisting international attendees.
Submodule 4.1. Accreditation and check-in flows
Organize queues, registration points and attendee entry flows.
Submodule 4.2. Registration software and event apps
Operate registration platforms, QR scanners and badge printing.
Submodule 4.3. Access control and restricted areas
Check credentials and manage access by attendee type.
Submodule 4.4. Cloakroom and luggage storage
Organize the cloakroom service with item tracking and tickets.
Submodule 4.5. Information desk and signage
Guide attendees with maps, the agenda and venue signage.
Submodule 4.6. Distributing materials and welcome packs
Plan the distribution of badges, bags and promotional materials.
Submodule 4.7. Logging incidents at reception
Document access issues and escalate them to the appropriate manager.
Submodule 5.1. Assisting in conference rooms
Manage microphones, Q&A turns, timings and room capacity.
Submodule 5.2. Booth hosts at trade fairs
Attract visitors, qualify contacts and capture leads for the exhibitor.
Submodule 5.3. Service at galas and formal dinners
Seat guests according to the seating plan and assist during the gala.
Submodule 5.4. Awards and on-stage ceremonies
Coordinate entrances, trophies and stage movements according to the script.
Submodule 5.5. Sporting and outdoor events
Adapt the service to large crowds, weather and hospitality areas.
Submodule 5.6. Escorting and transferring guests
Organize pick-ups, transfers and escorting of guests and delegations.
Submodule 5.7. Promotions and brand activations
Carry out sampling and activations following brand guidelines.
Submodule 6.1. Types of complaints at events
Classify common complaints and their severity and impact.
Submodule 6.2. The LAST technique for resolving complaints
Apply listen, apologize, solve and thank with a dissatisfied attendee.
Submodule 6.3. Dealing with difficult attendees
De-escalate tense situations while maintaining safety and the event's image.
Submodule 6.4. Basic first aid
Respond to fainting, minor injuries and medical emergencies until help arrives.
Submodule 6.5. Emergency and evacuation plan
Learn the role of service staff in the venue's emergency plan.
Submodule 6.6. Lost property and lost children
Apply the protocol for safekeeping items and locating children.
Submodule 6.7. Post-incident report
Write clear incident reports for the organizer and the agency.
Submodule 7.1. Hiring and employment rights
Learn the industry's contract types, working hours, breaks and pay.
Submodule 7.2. Occupational health and safety
Identify the ergonomic risks of prolonged standing and how to prevent them.
Submodule 7.3. Data protection at registration
Handle attendees' personal data in compliance with applicable data protection law.
Submodule 7.4. Equality and harassment prevention
Recognize harassment and apply response and reporting protocols.
Submodule 7.5. Sustainable uniforms and materials
Apply waste reduction criteria to uniforms, badges and materials.
Submodule 7.6. Measuring attendee satisfaction
Design short surveys and collect service satisfaction indicators.
Submodule 7.7. Personal brand and professional portfolio
Build a professional profile and portfolio to secure new assignments.
Submodule 8.1. The head host's role
Take on coordination, supervision and liaison duties with the organizer.
Submodule 8.2. Sizing the host team
Calculate the number of hosts per post, shift and expected attendance.
Submodule 8.3. Shift planning and rosters
Prepare service rosters with handovers, breaks and backup staff.
Submodule 8.4. Training and team briefing
Prepare and lead operational briefing sessions before the event.
Submodule 8.5. Host services budget
Calculate staff, uniform, per diem and travel costs.
Submodule 8.6. Team performance evaluation
Use evaluation forms and give feedback after each assignment.
Submodule 8.7. Full service simulation
Perform a complete role play covering reception, room service and incidents.
Design the host service plan for a conference: team, rosters, service protocols, incident management and budget.
How you learn
Virtual campus available 24/7 on any device.
Personal follow-up and feedback on your work.
Flexible schedule that fits around your job.
Apply what you learn to a real events case.
Nearby You will get the support of our highly trained teachers, who will expedite your academic development, as well as the guidance of a backup mentor to assist you in achieving your goals.
Practical Our academic virtual space will be your main educational platform, where you will find all the programs you will take. In addition, you will have access to the electronic library, an online society to interact with other trainees and support accessible at all times.
Career paths
Admissions
- Request information
Leave your details and an adviser will contact you.
- Guidance call
We review your profile and career goals.
- Enrolment and access
Secure your place and get access to the campus.
Subsequently, an advisory meeting will be scheduled focused on answering your questions. questions and clarify any uncertainties you may have.
Finally, a second call will be held in which all your concerns will be resolved and you will receive personalized guidance regarding everything you require.
Documentation If the program fits you, proceed to apply for your candidacy by sending the specific documentation to your personal advisor. If the project is to your liking, continue with the application for your candidacy , sending us the following documentation.
ā¢ Admission form
ā¢ Photocopy of your ID
ā¢ Curriculum vitae
ā¢ Previous studies
ā¢ Letter recommendation (optional)
Requirements to study Formalization of the place reservation through our different payment methods
ā¢ Direct debit.
ā¢ Credit card.
ā¢ Virtual payment.
Fees & payment
Indicative instalment. Please confirm payment terms with the admissions team.
At Esinev Education in collaboration with ISEIE Innovation School, we are dedicated to ensuring your future by offering you a wide range of scholarships and financial aid so that you can receive the best education without obstacles. Our scholarships and grants are available to everyone, regardless of your profile, as we have various options to adapt to your personal circumstances. Explore all the information about our scholarships and aid, and choose the one that best suits your needs to ensure your academic training.
Academic excellence The scholarship for Students with an outstanding academic record is awarded to those students who have demonstrated outstanding performance in their studies. This scholarship recognises and rewards the effort, dedication and academic achievements of outstanding students.
Scholarship for people over 45 The scholarship for People over 45 is a unique opportunity designed specifically for people who want to resume their higher studies after having passed a certain stage of their life. This scholarship is aimed at those individuals who, despite not having had the opportunity to obtain a university education at the time, wish to acquire new knowledge and skills to advance their career or explore new professional horizons.
Scholarship for those under 25 The scholarship for young people under 25 is designed to support this specific age group in their pursuit of higher education. This scholarship provides opportunities and financial resources to help young people overcome economic barriers and access quality education. We value the potential and commitment of young people in their academic and professional development, which is why this scholarship is awarded to those who demonstrate outstanding academic performance, as well as strong motivation and dedication to achieve their educational goals. We are committed to supporting talented young people and providing them with the necessary tools so they can make the most of their potential and achieve a successful future.
Woman Leader Scholarship The āWomen and Leadershipā scholarship is designed to support and empower women who demonstrate strong leadership potential in their fields of study. This scholarship offers the opportunity to receive a quality education and develop leadership skills to help women excel in their careers and challenge gender stereotypes.
Entrepreneurship Scholarships The scholarship is aimed at those people who are working on projects or ventures that seek to generate a positive impact on the world. It is designed to support those individuals committed to making the world a better place through their initiatives.
Large Family The scholarship is specially designed for those students who belong to a large family, recognising and supporting the special circumstances they face in terms of financial resources and family responsibilities.
Self-Employed Scholarship The āSelf-Employed Scholarshipā is financial aid designed to support entrepreneurs and self-employed workers in their professional development and business growth. This scholarship offers financial support to cover expenses related to the training, advice and resources necessary to strengthen your business skills and competencies.
Job integration scholarship (for unemployed) The job integration scholarship is specifically designed to help unemployed people reintegrate into the labour market. This scholarship provides additional financial support and resources to ease the transition to new employment.
Frequently asked questions
Is this an official degree?
On completion you receive an ESINEV certificate. It is not an official degree; recognition can be assessed depending on the programme you complete and local regulations.
How long is it and how many hours?
Duration: 36 weeks. Study load: 450 hours, designed to fit around your work.
Is it taught online?
Yes. It is 100% online, with a virtual campus, downloadable materials and tutoring from industry professionals.
Can I pay in instalments?
Yes. Payment: 5 months. The admissions team will confirm the terms.
When can I start?
New intakes open every two months. Request information to secure a place in the next one.
Shall we talk about your future in events?
Leave your details and an adviser will walk you through the programme, dates and payment options.
WhatsApp
