Hotel Manager Practicing Certificate

Service documentation · Republic of Zambia · GSB e-Services

Owner	Department of Tourism
Service key	MOTA/hotel-manager-practicing-certificate
Version	service v1, platform a0a302b8
Date	2026-10-21

Generated automatically by the service's end-to-end test run. Every screenshot shows synthetic test data on a local test installation, never real personal data.

This document describes the Hotel Manager Practicing Certificate service of Department of Tourism as the platform runs it today. It is generated by the service's end-to-end test: every step below was performed by the test, and every screenshot was taken during that run with synthetic data. Regenerate it with npm run docs:services in the e2e suite; do not edit it by hand.

1. Service summary

Item	Detail
Service	Hotel Manager Practicing Certificate
Owner (MDA)	Department of Tourism (MOTA)
Purpose	A registered hotel manager shall apply to the Hotel Managers Registration Council (HMRC), for a practicing certificate or a renewal of a practicing certificate.
Who can apply	Individual
How to apply	Online on the national e-Services portal, signed in with ZamPass; pay with ZamPay.
Fees	Hotel Manager Practicing Certificate (Five Star Hotel): ZMW 2000.00 Hotel Manager Practicing Certificate (Four Star Hotel): ZMW 2000.00 Hotel Manager Practicing Certificate (Three Star Hotel): ZMW 2000.00 Hotel Manager Practicing Certificate (Two Star Hotel): ZMW 1400.00 Hotel Manager Practicing Certificate (One Star Hotel): ZMW 1400.00 Hotel Manager Practicing Certificate (Ungraded Hotel): ZMW 1400.00
Turnaround	30 days
Validity of the output	1 year
Required documents	Copy of Hotel Manager Registration Certificate (required) Certified Copies of All Academic Certificates (required) Certified Copies of Professional Certificates (required) Copy of Medical Certificate (optional) Copy of Professional Membership (If a Member) (optional)
Output documents	Denial of Service Notice of Approval Hotel Manager Practicing Certificate Application form GS-2 Notice of Government Action GF-1 Treasury Invoice GF-2 Treasury Receipt
Legal basis	Tourism and Hospitality Act No 13 of 2015 (http://www.parliament.gov.zm/sites/default/files/documents/acts/The%20Tourism%20and%20Hospitality%20Act%2C%202015.pdf) Statutory Instrument No. 94 of 2016 (https://www.enotices.co.zm/download/statutory-instrument-no-094-of-2016-the-tourism-and-hospitality-registration-of-hotel-managers-regulations-pdf/) Guidelines for the registration of Hotel Managers (https://www.mota.gov.zm/?wpfb_dl=80)

2. Application process, step by step

The process as configured in the back office:

Step	Role	Task	Type
1	Applicant	Apply	form
2	Applicant	Payment	payment
3	System	Generate Document	generate-document
4	Case Officer	Review	review
5	Case Officer	Review	review
6	Supervisor	Review	review
7	Supervisor	Approve	parallel-approval
8	Executive	Decision	decision
9	System	Generate Document	generate-document
10	System	Generate Document	generate-document
11	System	Notify Client	notify

Who takes part in this journey: Citizen, Case Officer, Supervisor, Executive, Anyone (public).

Step 1. Find the service

Citizen · National e-Services portal

On the national e-Services portal the citizen opens All Services and searches for the service by name ("Hotel Manager Practicing Certificate"). Each result names the service and the ministry that provides it.

Step 2. Read the service page

Citizen · National e-Services portal

The service page sets out what the service is for, who provides it, the fee, how long it takes and the documents to have ready. "Start application" begins an application (the citizen is signed in with ZamPass).

Step 3. Confirm the applicant details

Citizen · National e-Services portal

The applicant details are filled in from the citizen's ZamPass account. The citizen says whom they are applying for (themself) and continues with "Proceed to Application".

Step 4. Fill in the application form

Citizen · National e-Services portal

The citizen answers the service's own application form, converted from the legacy system (28 answers in this run, all synthetic), for the type of application "New". Questions marked * must be answered; some appear only after an earlier answer. Answers are saved as the citizen types, so an unfinished application can be reopened from My Workplace.

Step 5. Upload the supporting documents

Citizen · National e-Services portal

Each document the service asks for has its own upload (5 in this run: Copy of Hotel Manager Registration Certificate, Certified Copies of All Academic Certificates, Certified Copies of Professional Certificates, Copy of Medical Certificate, Copy of Professional Membership (If a Member)). The files are checked and stored with the application; the page confirms each upload.

Step 6. Check the answers and confirm the declaration

Citizen · National e-Services portal

Before sending, the citizen sees every answer and document on one page and can go back to change them. The declaration that the information is true and complete must be ticked.

Step 7. Application sent

Citizen · National e-Services portal

The portal confirms the application with the ministry's reference number (MOTA-HMPC/00001/10-21-26 in this run). The fee is due now: it is taken with the application, so the invoice was raised when the application was sent.

Step 8. See that the fee is due

Citizen · National e-Services portal

The application shows "Waiting for your payment" in My Workplace with a Pay button (K2,000.00). The fee is taken with the application; the invoice was raised on ZamPay.

Step 9. Pay with ZamPay

Citizen · National e-Services portal

Pay opens the invoice (K2,000.00, the amount set by the platform, never by the page) with its PDF preview; the citizen pays at ZamPay by mobile money or bank card.

Step 10. Payment received

Citizen · National e-Services portal

ZamPay reports the payment; the dialog says "Paid. Thank you" and the application moves on to the ministry's officers.

Step 11. Take the new application on

Case Officer · Back office

The application arrives in the case queue of the ministry that owns the service (Department of Tourism); only its staff see it. The officer opens it by its reference number - answers, documents and process are on the case - assigns it to themself and takes it on.

Step 12. Fill in the certificate particulars

Case Officer · Back office

The issued document prints 1 field that come from the office rather than from the application (Physical address). The officer fills them in on the case's "Certificate particulars" tab before the document is issued (synthetic values in this run) and saves; once the document is issued they can no longer change.

Step 13. Receive, Inspect, Report Findings

Case Officer · Back office

The Case Officer works on "Receive, Inspect, Report Findings" (review in the imported process), checks the application and its documents, and completes the step.

Step 14. Review Expert Reports, Draft Decision

Case Officer · Back office

The Case Officer works on "Review Expert Reports, Draft Decision" (review in the imported process), checks the application and its documents, and completes the step.

Step 15. Review, Add Comments, Send for Signature

Supervisor · Back office

The Supervisor works on "Review, Add Comments, Send for Signature" (review in the imported process), checks the application and its documents, and completes the step.

Step 16. Committee: Organize Voting, Report Decision

Supervisor · Back office

"Organize Voting, Report Decision" is a committee step: the members named by the process (Committee member 1, Committee member 2, Committee member 3) each record a vote on their own task under "This step"; the step completes when its rule (quorum, quorum 2) is met. Each member is a different officer.

Step 17. Decide: Review, Inspect, e-Sign

Executive · Back office

At "Review, Inspect, e-Sign" the Executive records the decision: approve, with a comment kept in the case history. Approving moves the case on; the last decision completes it and issues the document.

Step 18. The document in My permits

Citizen · National e-Services portal

The issued document (MOTA-HMPC-2026-00001 in this run: "Hotel Manager Practicing Certificate") is listed in "My permits and licences" with its validity and a download of the sealed PDF.

Step 19. Verify the document

Anyone (public) · Public verification page

The QR code on the document opens the public verification page: genuine and current, to whom it was issued, and whether the electronic seal is valid. No sign-in is needed.

3. Payment

Item	In the test run
Fee (as published)	New: Three - Five Star Hotel – 2,000 ZMW Ungraded - Two Star Hotel – 1,400 ZMW
Invoice 1	2143156307387039
Amount 1	ZMW 2000.00
Paid at 1	with the application

On screen: step 8 (See that the fee is due), step 9 (Pay with ZamPay), step 10 (Payment received) in section 2.

4. Output documents

Hotel Manager Practicing Certificate (sealed PDF)

Issued when the case was approved, from the service's output configuration (service template MOTA_HotelManagerPracticing.Certificate.doc), filled from the application and the decision, sealed with the platform's electronic seal and stored as the issued version. The holder downloads it from My permits; the verification page checks it.

The issued PDF has 1 page; the image shows the first.

Fields

Field	Value in the test run
Document title	Hotel Manager Practicing Certificate
Permit / licence number	MOTA-HMPC-2026-00001
Holder	Chanda Mwila
Valid from	2026-10-21
Valid until	2027-10-21
Status	active
Verification code (printed with a QR code)	NNCK-BH2T-8J

Seal

Item	Detail
Seal status	sealed
Signature level	PAdES-B-T
Sealed by	the platform seal (development key in the test run)
Signed at	2026-10-21T06:28:57.311Z
Trusted time-stamp	2026-10-21T06:28:57.287Z (time-stamping authority)
Document fingerprint (SHA-256)	193b4ae7676d5f93...

Verification

Item	Detail
Where	The public verification page of the national portal, <portal>/verify/<verification code>, opened by scanning the QR code on the document.
What it shows	Whether the document is genuine and current, its holder and validity, and whether the electronic seal is valid and who sealed it.
Checking a copy	Anyone can upload a PDF they were given; the page says whether it is exactly the document that was issued. A changed copy is reported as not matching.

On screen: step 18 (The document in My permits), step 19 (Verify the document) in section 2.

5. Notifications

When	Channel	To	Message	Delivery
Payment due (invoice raised)	in-app (portal bell)	the applicant	Payment due for application MOTA-HMPC/00001/10-21-26 - The fee of ZMW 2000.00 for Hotel Manager Practicing Certificate (MOTA-HMPC/00001/10-21-26) is now due. Invoice 2143156307387039.	shown
Application received	in-app (portal bell)	the applicant	Application MOTA-HMPC/00001/10-21-26 received - Your application MOTA-HMPC/00001/10-21-26 for Hotel Manager Practicing Certificate has been received by Department of Tourism.	shown
Payment received	in-app (portal bell)	the applicant	Payment received for MOTA-HMPC/00001/10-21-26 - Your payment of ZMW 2000.00 for MOTA-HMPC/00001/10-21-26 (Hotel Manager Practicing Certificate) has been received. Receipt: <ZamPay>/pdf?documentType=receipt&invoiceNumber=2143156307387039	shown
Licence / permit issued	in-app (portal bell)	the applicant	Your Hotel Manager Practicing Certificate document has been issued - MOTA-HMPC-2026-00001 has been issued for Hotel Manager Practicing Certificate and is valid until 21/10/2027.	shown
Invitation to rate the service	in-app (portal bell)	the applicant	How was Hotel Manager Practicing Certificate? - How was Hotel Manager Practicing Certificate? Tell us in about a minute.	shown
Decision: approved	in-app (portal bell)	the applicant	Application MOTA-HMPC/00001/10-21-26 completed - MOTA-HMPC/00001/10-21-26 (Hotel Manager Practicing Certificate) is complete. Your documents are ready.	shown
Payment due (invoice raised)	sms	+260 97* *** 567	Fee of ZMW 2000.00 due for MOTA-HMPC/00001/10-21-26. Invoice 2143156307387039. Pay: <ZamPay>/pay-for-service/get-invoice/2143156307387039	delivered
Payment due (invoice raised)	email	e2e.c***@example.test	Payment due for application MOTA-HMPC/00001/10-21-26	skipped
Application received	sms	+260 97* *** 567	Application MOTA-HMPC/00001/10-21-26 for Hotel Manager Practicing Certificate has been received. Track it: <portal>/my-workplace	delivered
Application received	email	e2e.c***@example.test	Application MOTA-HMPC/00001/10-21-26 received	skipped
Payment received	sms	+260 97* *** 567		delivered
Invitation to rate the service	sms	+260 97* *** 567		skipped
Invitation to rate the service	email	e2e.c***@example.test	How was Hotel Manager Practicing Certificate?	skipped
Licence / permit issued	sms	+260 97* *** 567		delivered
Decision: approved	sms	+260 97* *** 567		delivered
Licence / permit issued	email	e2e.c***@example.test	Your Hotel Manager Practicing Certificate document has been issued	skipped
Decision: approved	email	e2e.c***@example.test	Application MOTA-HMPC/00001/10-21-26 completed	skipped

Delivery: shown = in the portal's notification bell; delivered = the SMS gateway (a test double in this run) reported the text delivered; skipped = not sent on that channel (e-mail is not configured on the test installation, and some notices go out on one channel only); sent by the national portal = a ministry node handed the notice to the national portal, which texts and e-mails the citizen under its own name and the citizen's preferences. Addresses written <portal>, <ZamPay> stand for the national portal and ZamPay.

6. Legacy mapping

Item	Detail
Replaces	Hotel Manager Practicing Certificate in the legacy ZIGS e-Services directory (ZIGS_Services)
Legacy service id	159
Legacy provider	Department of Tourism (MOTA) under Ministry of Tourism
Legacy process	FullReview (process 3)
Fee in the legacy system	Hotel Manager Practicing Certificate (Five Star Hotel): ZMW 2000 (New) Hotel Manager Practicing Certificate (Four Star Hotel): ZMW 2000 (New) Hotel Manager Practicing Certificate (Three Star Hotel): ZMW 2000 (New) Hotel Manager Practicing Certificate (Two Star Hotel): ZMW 1400 (New) Hotel Manager Practicing Certificate (One Star Hotel): ZMW 1400 (New) Hotel Manager Practicing Certificate (Ungraded Hotel): ZMW 1400 (New)
Fee taken before submission	yes (as in ZIGS)
Time to issue (legacy)	New: 30 calendar days
Legacy output templates	Denial of Service: ZIGS_Forms_MOTA / MOTA_HotelManagerPracticing.DenialService Notice of Approval: ZIGS_Forms_MOTA / MOTA_HotelManagerPracticing.NoticeApproval Hotel Manager Practicing Certificate: ZIGS_Forms_MOTA / MOTA_HotelManagerPracticing.Certificate Application form: ZIGS_Forms_MOTA / MOTA_HotelManagerPracticing.Application GS-2 Notice of Government Action: ZIGS_Forms_Notices / GS-2.NoticeOfAction GF-1 Treasury Invoice: ZIGS_CustomForms / GF-1 Invoice GF-2 Treasury Receipt: ZIGS_CustomForms / GF-2 Receipt
Legacy address	none recorded
How it was brought over	Imported by the platform's legacy catalogue importer (zcm-backend scripts/zigs/importLegacy.js) from the ZIGS snapshot: form, case types, fees, documents, process and output templates, then served by the new platform.

7. Version and date

Item	Detail
Document version	service v1, platform a0a302b8
Generated	2026-10-21T06:29:08Z (by the end-to-end run, not edited by hand)
Service version	not versioned (configured directly)
Platform snapshot	backend a0a302b8 portal 72805f0 back office 58e5946
Test suite	e2e 5999d9b; one installation (combined); seed profile mihud
Journeys	30-catalogue-service.spec.js: citizen finds the service, answers its form, uploads its documents and sends the application - passed 30-catalogue-service.spec.js: the case goes through every step of its process: payments by the citizen, each officer step by its role - passed 30-catalogue-service.spec.js: the grant document is issued, sealed, filled in and verifiable; the citizen has it in My permits - passed
Result	3 of 3 journey tests passed
Data	Synthetic test data on a local test installation; provider test doubles for ZamPass, ZamPay, SMS and signing.