Courses

Breakfast attendants help guests get their day off to a great start. They provide food, beverages, and a warm welcome to guests at their property. The Certified Breakfast Attendant recognizes those employees who have the skills and knowledge to provide excellent food and beverage service every morning at a lodging property. The certification is supported by the START (Skills, Tasks, and Results Training) for Breakfast Attendant. The online program presents general hospitality knowledge and soft skills needed in the hospitality industry, along with concise instructions for training new or prospective employees on how to perform 16 key tasks correctly. These include:

• How to properly handle food from receiving to service
• How to interact with guests and handle complaints and requests
• Knowledge of cross contamination, foodborne illness, and food allergens
• How to set-up side stations, display breakfast items, and maintain tables

Front desk representatives play a key role in giving guests an excellent experience. They greet guests, check them in, and make payment arrangements. They answer guest questions and make sure guests can get the services that they need while at the property. The Front Desk Representative certification recognizes those professionals who are skilled at the many tasks they must perform.

The certification is supported by the START (Skills, Tasks, and Results Training) for Front Desk Representative. The online program presents general hospitality knowledge and soft skills needed in the hospitality industry, along with concise instructions for training new or prospective employees on how to perform 16 key tasks correctly.

These include:

• Identifying equipment and systems used by front desk staff
• Understanding the importance of key control
• Identifying the steps and tasks involved in pre-arrival, check in, and departure
• Demonstrating effective sales and upselling techniques used by the front desk.

Guestroom attendants bring the shine to each guestroom, ensuring that the very reason guests come to the property–the guestroom, is kept to the highest standards of cleanliness. Certification recognizes those guestroom attendants who are skilled in every cleaning task and who greet guests warmly and respond to their guestroom needs. The certification is supported by the START (Skills, Tasks, and Results Training) for Guestroom Attendant. The online program presents general hospitality knowledge and soft skills needed in the hospitality industry, along with concise instructions for training new or prospective employees on how to perform 19 key tasks correctly.

These include:

• Defining common room status codes
• Demonstrating how to use cleaning supplies and chemicals correctly and safely
• Understanding safety and security issues for housekeepers
• Discussing ways to organize carts and work areas for maximum efficiency

When a property has a reputation for great food, it’s because the kitchen cooks are doing an outstanding job. They are skilled in preparing food, using kitchen equipment properly, and ensuring that everything is kept safe and sanitary to put the highest quality food on each plate. The Certified Kitchen Cook credential recognizes those professionals in a food service operation who are committed to high standards in everything they do.

The certification is supported by the START (Skills, Tasks, and Results Training) for Kitchen Cook. The online program presents general hospitality knowledge and soft skills needed in the hospitality industry, along with concise instructions for training new or prospective employees on how to perform 18 key tasks correctly.

These include:

• Explaining how to use basic kitchen tools and equipment, including knives
• Converting standard recipes based on portion size and number of portions
• Handling special guest situations, including substitutions
• Demonstrating basic kitchen safety and sanitation guidelines

There is so much at a lodging property that can go wrong; maintenance employees are the first to respond when something needs to be fixed and kept in top shape. The Certified Maintenance Employee recognizes those professionals who know how to maintain the physical property, whether it is replacing faucets, fixing holes in the wall, or performing regular preventive maintenance.

The certification is supported by the START (Skills, Tasks, and Results Training) for Maintenance Employee. The online program presents general hospitality knowledge and soft skills needed in the hospitality industry, along with concise instructions for training new or prospective employees on how to perform 14 key tasks correctly.

These include:

• Discussing the importance of OSHA regulations and person protective equipment
• Explaining the benefits of green initiatives for a property
• Summarizing the role of maintenance workers in property safety and security
• Listing common tools and how to prepare, inventory, and maintain them

When it comes to an outstanding dining experience, guests rely on restaurant servers. They’re the ones who make them feel welcome, can explain the menu, serve food, and provide all-around great service from the time guests arrive until they are ready to leave. The Certified Restaurant Server recognizes the high level of professionalism needed to succeed and to bring outstanding service to every guest.

The certification is supported by the START (Skills, Tasks, and Results Training) for Restaurant Server. The online program presents general hospitality knowledge and soft skills needed in the hospitality industry, along with concise instructions for training new or prospective employees on how to perform 22 key tasks correctly.

These include:

• Demonstrating how to greet and seat guests and anticipate guest needs
• Explaining how to serve beverages, serve the meal, and check back to the table
• Listing basic kitchen safety and sanitation guidelines servers should follow
• Explaining how to present guest checks and settle bills.

The online program includes:

• Six-month online access to START program from date of purchase
• Access to first online certification exam (retake fees apply if exam is not passed on first attempt).

Successful candidates who complete the START for Restaurant Server online program and pass the 30 multiple-choice questions certification exam with a score of 70% or higher will receive a Certified Restaurant Server certificate.

Aligned with NC DPI’s objectives for the Culinary Arts & Hospitality pathway, Foundations of Restaurant Management & Culinary Arts, is a comprehensive educational suite, developed by industry and academic experts focusing on the real-world knowledge that future professionals need for success in the restaurant and foodservice industry.

Each level features a blended approach to culinary arts and restaurant management topics, designed to build critical skills for the workplace. The learning objectives, activities, and content are designed to teach and reinforce academic standards and 21^st century learning skills such as critical thinking and creativity. Also, there is added emphasis on cross-curricular integration in subjects like literacy, science and a chapter on culinary math.

The curriculum supports the National Restaurant Association Educational Foundation’s ProStart® Program and includes both student and educator resources.

NEW TO THE SECOND EDITION:

• Shorter chapters and a modular format helps manage class time.
• New lesson plans and customized instruction options for differentiated learning.
• New engaging videos and animations.
• Refreshed test banks and activities.
• Enhanced eBook features.
• Students are eligible to work towards the ProStart Certificate of Achievement.

Golden opportunities are moments and exchanges that, depending on your actions, can leave a guest feeling delighted or disappointed. Guest Service Gold®: Golden Opportunities demonstrates how to provide a level of guest service that leaves a lasting impression on each of your guests, inspires your coworkers, and enhances your job satisfaction.

The Guest Service Gold®: Golden Opportunities online program features these seven elements:

• Recovery: Turn it Around!
• Personalization: Provide an Individualized Experience!
• Knowledge: Be in the Know!
• Passion: Inspire Others!
• Commitment: Be All In!
• Inclusion: Include Everyone!
• Personality: Be Yourself!

The Guest Service Gold®: Golden Opportunities training prepares employees for the Certified Guest Service Professional (CGSP®) exam. Recognized worldwide, the CGSP® designation is the highest acknowledgement of award-winning guest service for employees in the lodging industry.

This individual online training can be completed in two hours. The CGSP® exam consists of 30 multiple-choice questions that must be answered within one hour. Candidates must achieve a minimum score of 70% to earn the CGSP® designation.

Just as one bad apple can spoil the bunch, one negative online review can spoil your business’s chances of attracting new guests. And for tourism destinations, it can be even worse-negative feedback can impact an entire city or region. The reputations of hotels and museums, taxi companies and restaurants, all contribute to a destination’s profile.

AHLEI’s best-selling hospitality training program has now been expanded to address the guest service needs of tourism businesses, so all employees can deliver superior service that keeps guests raving about your destination.

The Guest Service Gold® Tourism online program features seven elements:

• Recovery: Turn It Around
• Personalization: Provide an Individualized Experience
• Knowledge: Be in the Know
• Passion: Inspire Others
• Commitment: Be All In
• Inclusion: Include Everyone
• Personality: Be Yourself

Participants view video segments of real tourism employees who model the traits, engage in interactive exercises, and test their knowledge through review questions. The online program includes access to a participant workbook in PDF format.

Guest Service Gold® Tourism prepares individuals for the Certified Guest Service Professional (CGSP®) exam. Recognized worldwide, the CGSP® is the highest acknowledgement of guest service excellence for hospitality and tourism employees.

The Individual online training can be completed in two (2) hours. Following that training, the CGSP® exam consists of 30 multiple-choice questions that must be answered within one (1) hour. Candidates must achieve a minimum score of 70% to earn the CGSP® designation.

Hospitality & Tourism Management, Second Edition introduces high school students to the world of hospitality, and the main segments of the industry: lodging, food and beverage operations, tourism, attractions and travel, and event management.

Why choose HTM for your program?

The American Hotel & Lodging Educational Institute is the world’s most reputable provider of hospitality training programs and credentials. In addition to aligning with national curriculum standards, the industry driven content highlights the knowledge and skills that hospitality leaders are looking for in their employees today.

The curriculum focuses on three main goals:

1. Generate interest in and provide a foundational understanding of hospitality segments and the world of career opportunities within the industry
2. Present students with both career readiness and position-specific skills that will help them get started in the industry and set them on the path to success
3. Prepare students to sit for an exam to earn the Hospitality & Tourism Specialist Credential which recognizes their knowledge and achievement

Introducing a new credential for employees looking to launch a career in hospitality. Apply to earn your Hospitality and Tourism Specialist credential. Available to hospitality professionals who have at least 100 hours of experience and are able to sit for the HTS exam.

Be recognized for your understanding of the industry and foundational skills and knowledge in the areas of lodging, food and beverage operations, event management, attractions and tourism.

All working hours submitted are subject to approval by AHLEI, the applicant employer and/or an approved instructor/proctor.

Experience hours requirements:

• 100 hours working in any role in a segment of hospitality: lodging, food & beverage operations, tourism, travel and transportation, event management or attractions
• Hours must have been earned within 5 years of taking the exam.

Acceptable alternative/supplemental work experience

• Up to 20 hours may be fulfilled by experience in a customer service role outside of hospitality
• Up to 50 hours may be fulfilled by completion of simulation training using an approved hospitality simulation program
• Hours may include unpaid internships or “shadow” experiences so long as they have been verified by a professional working in the hospitality industry
• Hours may include volunteer work in the field of hospitality

Guests expect safety, security, and privacy when visiting your property. Safety Matters is an online course that introduces lodging employees to some of the safety and security issues they might encounter as part of their job. The self-paced course can be used as an onboarding tool for new hotel employees, a pre-shift refresher, or a segment of a hospitality class for postsecondary and high school students, or workforce agencies.

The training provides guidelines for maintaining the health and safety of guests and employees, as well as practical tips for addressing safety and security risks.

Learners are provided with an opportunity to explore safety issues specific to different functional areas of a hotel, including:

• Front Desk
• Lobby
• Guestroom
• Maintenance
• Food and Beverage
• Perimeter

Safety Matters includes a 15-question assessment to gauge employee learning. Trainees who pass the quiz can print out a certificate of completion.

The NEW ServSafe Allergens Online Course and Exam is a comprehensive solution that delivers consistent allergens training for people who prepare food. This course is appropriate for anyone who prepares food including back of the house employees, managers and even culinary students. Users may take the exam as soon as training is completed. This new ServSafe Allergens online course now includes sesame seeds which the FDA has added to the list of common allergens (now the big nine). The course also includes content on how to safely administer epinephrine for someone experiencing anaphylaxis.

The course content covers four key areas:

• Allergen Fundamentals,
• Front of the House,
• Back of the House,
• Managing Emergencies

Created for academic classrooms, the ServSafe Coursebook helps students master the food safety concepts and competencies needed for a career in the restaurant in industry.

Professional training doesn’t need to be restricted to the professional kitchen. ServSafe Coursebook is designed specifically for aspiring hospitality and culinary professionals who may not have operational industry experience and helps students master food safety competencies and prepare for the ServSafe Food Protection Manager Certification Exam.

SERVSAFE SMART STUDY MODULES

Prepare students to take their certification exam.

Smart Study Modules are an adaptive learning program aligned with ServSafe Coursebook, 8th edition and powered by the Amplifire platform. This powerful tool is a personalized experienced designed to help students master the material quickly and increase retention, better preparing them for the exam.

Based on cognitive science, ServSafe Smart Study quickly identifies the concepts learners don’t know or are unsure of and focuses on those topics with additional assessment, prompts, and multimedia learning tools. Robust reporting gives instructors visibility into individual and class progress and where students require additional support.

The ServSafe Food Handler Guide 6th Edition easily integrates food safety into any existing onboarding training program. Sections can be completed in approximately 10 minutes. Color-coded sections for easy reference. Color photographs from the learner’s point of view helps reinforce food safety concepts Enhanced assessment can be taken at the completion of training to measure if employees have the minimum competency in food safety knowledge.

Covers five key areas:

• Basic Food Safety
• Personal Hygiene
• Cross-Contamination & Allergens
• Time and Temperature
• Cleaning and Sanitation

For educators only. Only Registered ServSafe Instructors or Proctors may administer ServSafe Exams. Each “Online Exam Access Code” is a unique, one-time use number which the examinee must enter into the computer to access the exam. Bulk requests may be submitted per educator.

The ServSuccess Certified Restaurant Professional (CRP) has been designed in collaboration with the restaurant industry to validate and certify the most critical competencies for emerging restaurant professionals. or you. All you need is a computer or laptop and a private location.

• Back-of-the-House Pre-Production
  • 5 Modules – 1 hour
• Back-of-the-House Production
  • 5 Modules – 45 minutes
• Basic Business Operations
  • 4 Modules – 45 minutes
• Front-of-the-House Basic Operations
  • 4 Modules – 45 minutes
• Front-of-the-House Service & Communication
  • 6 Modules – 1 hour

If you have worked in hourly positions in both front- and back-of-the-house restaurant operations, this certification will help you demonstrate the expertise you’ve gained to employers, current and future.

Who should apply?

Examples of the kinds of positions that qualify for the CRP certification include, but are not limited to: Baker, Bar Captain, Bartender, Cashier, Catering Coordinator, Cook, Counter Helper, Dishwasher, Grill Cook, Head Cook, Head Wait Staff, Host, Pantry, Saute Cook, Server, Station Cook, Trainer.

Certification Exam Prerequisites:

These are the only qualifications you need to get your application approved and the chance to knock the exam out of the park.

Work Experience:

400 hours of industry experience in both front of the house and back of the house, with a minimum of 100 hours in each across at least two positions

Previous Learning:

Valid ServSafe Food Handler Certificate or equivalent

Character Reference:

Reference confirming competencies listed on Character Reference Form

The Employee edition of Sexual Harassment Prevention for the Restaurant Industry is an interactive program designed specifically for employees working in food service. It provides employees with facts about what sexual harassment is (and isn’t), how to report it, and why a harassment-free workplace is every employee’s right. Restaurant-industry examples describe a variety of sexual harassment scenarios and the impact they can have on individuals and the work environment. Developed in compliance with EEOC guidelines, the program takes a frank and modern approach to addressing and preventing sexual harassment in the workplace.

5 Modules | 30 minutes

This course will help you:

• Define sexual harassment and the two forms it can take.
• Understand the harmful impact sexual harassment can have on victims, businesses, and those who harass.
• Recognize conduct that’s appropriate, and not appropriate, for work.
• Understand when and how to report sexual harassment.

The employee edition of Sexual Harassment Prevention in the Hospitality Industry is an interactive program designed specifically for employees working in hotels, lodging, and tourism. It provides employees with facts about what sexual harassment is (and isn’t), how to report it, and why a harassment-free workplace is every employee’s right. Hospitality-industry examples describe a variety of sexual harassment scenarios and the impact they can have on individuals and the work environment. Developed in compliance with EEOC guidelines, the program takes a frank and modern approach to addressing and preventing sexual harassment in the workplace.

This course will help you:

• Define sexual harassment and the two forms it can take.
• Understand the harmful impact sexual harassment can have on victims, businesses, and those who harass.
• Recognize conduct that’s appropriate, and not appropriate, for work.
• Understand when and how to report sexual harassment.

5 Modules | 30 minutes

This 30-minute online course, developed by AHLEI in partnership with TripAdvisor, provides clear information on how front-line staff can encourage positive reviews by providing exceptional guest service. Tens of millions of travelers share reviews of their hotel stays on TripAdvisor, the world’s largest travel ratings website, and millions of others read those reviews when planning trips for business and pleasure. This training shows how managing a property’s online reputation is essential and how guest reviews can contribute to a property’s bottom line.

Topics include:

• An overview of TripAdvisor and their policies on fraud, threats, and blackmail
• Where negative reviews come from
• Manager and employee roles in the review process
• Tips on appropriate ways of asking guests for reviews

The Employee edition of Understanding Unconscious Bias in Restaurants is an interactive program that sheds light on the existence of unconscious bias and guides restaurant employees in their interactions with guests and fellow employees. Developed in conjunction with the Multicultural Foodservice & Hospitality Alliance (MFHA), the course is designed specifically for employees working in food service and includes restaurant-industry examples that depict a variety of scenarios in which unconscious bias may occur and the impact they can have on individuals as well as the work environment.

5 Modules | 30 minutes

This course will help you:

• Define unconscious bias and the many forms it can take.
• Understand the impact that bias can have on interactions with guests and fellow employees.
• Understand how to conduct yourself with a greater awareness of others’ perspectives.

The Employee edition of Understanding Unconscious Bias in Hospitality is an interactive program that sheds light on the existence of unconscious bias and guides hospitality managers in their interactions with guests and fellow employees.

Designed specifically for employees working in the hospitality industry, it includes industry examples that depict a variety of scenarios in which unconscious bias may occur and the impact they can have on individuals and the work environment.

5 Modules | 30 minutes

This course will help you:

• Define unconscious bias and the many forms it can take
• Understand the impact that bias can have on interactions with guests and fellow employees
• Understand how to conduct yourself with a greater awareness of others’ perspectives