How long is the Diploma in Tourism Customer Service Excellence?

The Diploma in Tourism Customer Service Excellence runs 9 to 12 months at LSTITM. Part-time pacing lets students complete the Diploma in Tourism Customer Service Excellence around shift work at airlines, cruise operators and attractions.

How is the Diploma delivered?

You can study the Diploma in Tourism Customer Service Excellence on-campus in London, live online and by distance learning, with a single Diploma in Tourism Customer Service Excellence syllabus and marking scheme across each route.

Is this Diploma UK-recognised?

Yes. The Diploma in Tourism Customer Service Excellence is a UK Level 4-equivalent qualification aligned with UKHospitality, Institute of Hospitality and CIM references, so Diploma in Tourism Customer Service Excellence graduates hold credible study.

What entry requirements apply?

You need completed secondary education, IELTS 5.5 or equivalent and ideally a first tourism qualification. LSTITM will also consider relevant contact-centre experience for the Diploma in Tourism Customer Service Excellence.

What does the course cost?

LSTITM publishes current Diploma in Tourism Customer Service Excellence fees on the admissions page. Instalment plans, sibling discounts and international scholarships apply to Diploma in Tourism Customer Service Excellence students.

Diploma in Tourism Customer Service | LSTITM | Harold International College of London

Course Overview

The Diploma in Tourism Customer Service Excellence is a UK Level 4-equivalent LSTITM programme that equips practitioners with the practical customer service habits, escalation vocabulary and quality tools used by high-performing tourism teams at airline call centres, cruise reservations, tour operator back offices, OTAs and destination attractions. Delivered over 9 to 12 months on-campus, online or by distance learning, the syllabus is aligned with UKHospitality service standards, Institute of Hospitality guidance, Chartered Institute of Marketing (CIM) customer experience conventions, Institute of Travel and Tourism (ITT) references and BCS guidance for digital service interactions, giving Diploma graduates a service vocabulary that London tourism and travel employers instantly recognise.

By graduation you will be able to handle multi-channel customer conversations across telephone, chat and email, coordinate a straightforward service recovery, contribute to a service-quality improvement cycle at a tourism employer, and support a supervisor on daily reporting for the customer service function. You will also feel comfortable presenting a short voice-of-customer summary at a team huddle and turning the themes into a small improvement plan for the following week.

Key Features

Practitioner-grade syllabus co-designed by former airline and cruise service leaders
Alignment with UKHospitality, Institute of Hospitality, CIM and BCS service references
Weekly cases based on airline, cruise, tour operator and attraction service scenarios
Guided reading from ABTA, ITT and WTTC on service quality in tourism
Structured induction to omnichannel handling, escalation and service recovery
Practical exercises drafting scripts, service-quality plans and voice-of-customer reports
Coaching on presenting service performance to a manager or operations director
Structured modules on accessibility, safeguarding and inclusive service practice
LSTITM careers workshops on coordinator and executive customer service roles

What You Will Learn

Handle a multi-channel customer conversation across telephone, chat and email
Coordinate a straightforward service recovery for a leisure or business traveller
Draft simple call and chat scripts for common tourism enquiries
Read a customer feedback dashboard and identify the top themes for action
Contribute to a service-quality huddle and rehearse coaching conversations
Support a supervisor with daily service-quality reporting for a small team
Follow escalation and safeguarding routes when a difficult case arises
Apply GDPR, consent and data-handling principles to customer records
Present a short voice-of-customer summary to a marketing or operations lead

Who This Course Is For

LSTITM Certificate holders progressing into customer service coordinator practice
Airline, cruise and attraction contact-centre staff formalising their qualification
International students seeking a UK Level 4-equivalent service qualification
Career changers targeting UK tourism customer-service leadership tracks
Homeworking travel consultants building a structured service career route

Career Pathways

Customer Experience Coordinator (Travel)
Tourism Service Team Leader
Cruise Reservations Team Leader
Airline Ground Services Coordinator
Tour Operator Service Executive
Attraction Service Coordinator
Loyalty and CRM Coordinator (Travel)
Tourism Communications Coordinator
Customer Experience Manager (junior)

LSTITM's careers service supports Diploma students with CV writing, LinkedIn coaching, mock-interview practice and salary preparation, plus warm introductions to London airline reservation centres, cruise operators, tour operators and attraction service teams recruiting into coordinator roles. Weekly workshops include portfolio reviews of the scripts, feedback summaries, coaching notes and service-quality plans you produce during the Diploma, and one-to-one coaching to shape a personal statement tailored to each service-team application.

Entry Requirements

Age 18+ with completed secondary education (A-Levels, IB or overseas equivalent)
An LSTITM Certificate or comparable tourism qualification (preferred, not required)
IELTS 5.5 or equivalent English proficiency for international applicants
Short statement of interest describing your customer service career direction
Access to a computer and reliable internet for online delivery

Why Study at LSTITM

LSTITM is the London School of Tourism and International Travel Management, a specialist division of Harold International College of London focused on the destination, business, systems and strategic disciplines that shape modern global tourism. Every LSTITM programme is aligned with recognised UK bodies including the Tourism Society, ITT, ABTA, CIM, Institute of Hospitality and UKHospitality, giving Diploma graduates a credible, industry-referenced reference base for their next customer-service application in a competitive UK market.

Diploma students learn from former airline service directors, cruise team leaders, attraction operations heads and travel-industry consultants, in a curriculum that articulates cleanly into LSTITM Advanced Diploma, Higher Diploma and full honours degree routes. Master's-level programmes remain available for later executive career progression into customer-experience director roles at large travel employers.

Apply for Diploma in Tourism Customer Service Excellence

Move from front-line service to coordinator-level customer service with the LSTITM Diploma in Tourism Customer Service Excellence, delivered by a specialist London school for tourism and international travel management with a practitioner-grade service focus at its core. You will graduate with a portfolio of scripts, service-quality plans, feedback summaries and coaching notes you can bring to interview with London airline, cruise, tour operator and attraction employers. Take the next step into professional tourism practice with LSTITM, articulate cleanly into an Advanced Diploma when you are ready, and let a dedicated tourism careers team open the door to your first coordinator role. Enrol Now.