Service Excellence Graduate Certificate - School of Sport, Tourism and Hospitality Management

About the Program

The Service Excellence Graduate Certificate is designed for individuals who are committed to a culture of empowerment and continuous improvement that inspires exceptional service—every time, everywhere.

Complete in as few as 9 months

Courses span the fall and spring terms and integrate discussion and project-based learning activities in which students solve authentic problems that today’s hospitality leaders face.

Apply Credits to Master's Degree

Students in the Service Excellence Graduate Certificate may apply to the Master of Science in Hospitality Management during their third course in the certificate program. The nine credits earned from the certificate program will count towards the Master of Science in Hospitality Management (where a grade of B or higher is received).

Courses

The courses in this certificate program leverage today’s leading customer service strategies to prepare you to establish a culture of service excellence that raises the standard of service for an organization, business unit, division or team. The Service Excellence Graduate Certificate is made up of nine credits. For individuals that want to take their development beyond the certificate, credits earned from this certificate program count towards the Master of Science in Hospitality Management (where a grade of B or better is received).

Fall:

Service Management for the Tourism and Hospitality | 3 credits

This course provides an introduction to the underlying principles of service management in the tourism and hospitality industry. It focuses on the strategies, systems, processes and design aspects of creating and evaluating service delivery, service excellence and service orientation. Topics include understanding the service-dominant logic approach to marketing and managing service, setting service strategy, understanding customer needs, building a service-minded workforce, measuring and evaluating service quality, and drivers of service industry customer loyalty.

Service Industry Analytics | 3 credits

This course examines how organizations in the service industry can use analytics to make better decisions to solve practical industry problems. Analytics involves the use of data and data analysis to make fact-based decisions. This class addresses the use of data as a tool for strategic success. It focuses on the collection, preparation, analysis, visualization, management, interpretation and communication of data.

Spring:

Service Experience Design | 3 credits

This course presents an overview of the process of planning and organizing human, environment, technology and culture components of a service experience to improve its quality and the interaction between service provider and customers. Students learn how to measure and evaluate service experiences using both qualitative and quantitative methods. Furthermore, students learn how to design service experiences according to consumers’ needs as well as the service providers’ competencies.

Tuition

Tuition Rates

$956 per credit hour (Pennsylvania resident)
$1,109 per credit hour (out-of-state resident)
Total credits: 9

Each year, tuition rates for the subsequent academic year are announced by the Board of Trustees. Rate changes will be posted when official announcements are made in June. Temple University is a state-related institution; therefore, there are different tuition rates for Pennsylvania state residents and out-of-state residents. Students make tuition payments to Temple University at the beginning of each semester.

Financial aid does not apply to graduate certificate programs. For tuition information, see current tuition and fee information on Temple University's Bursars Office website.

Application Information and Deadlines

Admissions Criteria

A bachelor’s degree is required for all graduate certificates.
3.00 or greater cumulative GPA for all prior college-level coursework

Application Requirements

Applicants should submit the following:

Completed application form
Current resume
Official transcripts from all institutions at which coursework was attempted and/or completed
Statement of Interest
GRE/GMAT (Optional)

International Student Application Requirements

International applicants are encouraged to review the Temple University prospective international student application guide and requirements. Applicants who earned their baccalaureate degree from an institution where the language of instruction was other than English, with the exception of those who subsequently earned a master’s degree at a U.S. institution, must report scores for a standardized test of English that meet these minimums:

TOEFL Internet-based: 79 (ideal scores are above 100)
IELTS Academic: 6.5 (ideal scores are above 7.0)
Duolingo English Test: 105 (ideal scores are above 120)

Temple University’s International Student and Scholar Services offers an array of services and is committed to providing exemplary support to Temple University’s international students, scholars and researchers. Visit the International Student and Scholar Services website to learn more about their services.

Application Deadlines

Fall Deadlines

June 30 – Final Application Deadline

Spring Deadlines

November 1 – Final Application Deadline

Applications are processed as they are received. Late applications may be considered for admission.

Allow at least 1 week for review

Apply Now

Continue your education at your own pace and enhance your resume with a graduate certificate from the School of Sport, Tourism and Hospitality Management (STHM). Use the form below to start your application. Should you have any questions about our graduate certificate admissions process, please email sthmgrad@temple.edu.

Apply Now

Contact Us

For questions about the application process, the program or to schedule a personalized consultation with a member of the enrollment team, please reach out to:
Michelle Siporin
Assistant Director of Graduate Enrollment
michelle.siporin@temple.edu