Certified Healthcare Hospitality Professional (CHHP)

This certification program equips healthcare professionals with hospitality-driven skills and mindsets to transform patient and family experiences. Inspired by best practices from the hotel and luxury service sectors, the program blends empathy, personalization, and service excellence into daily healthcare operations — driving patient satisfaction, loyalty, and positive health outcomes.

• Patient experience officers & guest relations staff
   
• Front desk & admissions teams in hospitals or clinics
   
• Nurses and allied health professionals looking to elevate service interactions
   
• Facility & hospitality managers in healthcare settings
   
• Leaders aiming to infuse hotel-like service standards into healthcare
   

By the end of this certification, participants will be able to:

• Understand the core principles of hospitality as they apply to healthcare.
   
• Build authentic connections with patients and families through personalized, empathetic service.
   
• Implement communication strategies that reflect warmth, respect, and professionalism.
   
• Design hospitality-inspired patient journeys that reduce anxiety and enhance comfort.
   
• Apply concierge service concepts to coordinate seamless care experiences.
   
• Handle complaints and service recovery with grace and patient focus.
   
• Champion a culture of hospitality throughout the healthcare organization.
   

• History & principles of hospitality in healthcare
   
• Impact on patient satisfaction, trust, and loyalty
   
• The link between hospitality, safety, and health outcomes
   

• Building empathy & rapport with patients and families
   
• Tone, body language, and active listening
   
• Handling sensitive conversations with compassion
   

• Mapping the patient touchpoints (arrival to discharge)
   
• Using hotel-inspired details (welcome rituals, privacy, personalization)
   
• Creating healing environments through comfort & aesthetics
   

• Concepts of concierge-level service in clinics and hospitals
   
• Managing patient needs beyond clinical care (navigation, amenities, special requests)
   
• Case examples from luxury healthcare facilities
   

• Turning complaints into loyalty opportunities
   
• Techniques for de-escalating patient/family frustration
   
• The "service recovery paradox" and follow-up communication
   

• Coaching teams on hospitality standards
   
• Integrating hospitality into training & onboarding
   
• Recognizing and rewarding hospitality behaviors
   

• Interactive Quizzes: After each module to test key concepts.
   
• Role-plays & Scenarios: Practicing empathetic interactions and service recovery.
   
• Capstone Project: Design a “hospitality enhancement plan” for your facility or department.
   
• Certification Exam: Comprehensive test to validate learning.
   

• 24 hours total
   
  • 16 hours instruction & workshops
     
  • 8 hours hands-on activities, role-plays, and final project preparation
     

• In-Person: Workshops with patient experience labs.
   
• Online: Live virtual training with recorded modules.
   
• Blended: Combining online self-paced work and classroom simulations.