Courses

Hotel analytics have become an increasingly important skill for such professionals as revenue managers, general managers, corporate staff and research professionals. The Certification in Hotel Industry Analytics (CHIA) is the only hotel-related certification that recognizes the skill and knowledge that these professionals have and is offered in partnership with STR, the global source for benchmarking and forecasting data. This globally recognized professional credential validates your advanced knowledge in hotel industry analytics including foundational metrics, definitions, formulas and methodologies. Resource Materials The Certification in Hotel Industry Analytics is an online program developed to prepare you for the CHIA exam. It demonstrates how to analyze various types of hotel industry data and to make strategic inferences based upon that analysis. This program provides an in-depth review of the program content and includes both condensed and expanded versions of the training. The CHIA online program includes case scenarios, hints, sample reports, industry “tricks of the trade,” analysis examples, quizzes, discussion questions, and application exercises that give you hands-on experience working with hotel data. Core content areas include:

• Hotel Industry Analytical Foundations
• Hotel Math Fundamentals
• Property Level Benchmarking (STAR Reports)
• Hotel Industry Performance Reports

Course completion takes about four to six hours. Prerequisites The CHIA is a knowledge-based certification and does not have a time in position requirement. Qualifying Position Geared to revenue managers, GM’s, corporate staff and research professionals but requirement only calls for candidate to be employed in hospitality industry.

Important Note: In order to successfully complete the CHE certification, a candidate must participate in a virtual or face-to-face workshop. Please view upcoming workshops before requesting the program.

As a post-secondary hospitality educator, you need to be knowledgeable about the industry and how it works and also be able to use the latest high-impact instructional methods and teaching techniques. The internationally recognized Certified Hospitality Educator (CHE®) certification recognizes the teaching ability of hospitality educators at the college level.

This program enables you to:

• Learn techniques to strengthen students’ critical thinking and motivation to learn
• Share ideas with your peers
• Receive recognition for your teaching abilities

The CHE program is the only professional development opportunity designed for post-secondary hospitality educators around the world. It enables you to strengthen your students’ critical thinking and motivation to learn, and receive recognition for your teaching abilities from students, colleagues, and the industry.

This intensive workshop covers the following topics:

• Discussing student, teacher, and course evaluations
• Designing a course syllabus
• Writing complete instructional objectives
• Employing appropriate methods for ending a class
• Selecting appropriate interactive teaching methods
• Identifying and employing effective classroom communication methods
• Distinguishing appropriate learning levels for instructional objectives
• Identifying general learning outcomes
• Establishing a positive classroom culture
• Demonstrating effective personal presentation style in the classroom
• Applying appropriate content presentation methods
• Demonstrating the appropriate use of support media

The CHE is right for every level of hospitality educator:

• Novice teachers who need to build their confidence
• Seasoned professors looking for ways to revitalize their teaching
• Industry professionals serving as adjunct instructors or lecturers at a college or university

As a sales professional, you know your property and the way it can meet guest needs. You have great interpersonal skills that are paired with sound judgment. The Certified Hospitality Sales Professional certification recognizes the marketing and revenue management skills you possess and the professionalism you exhibit as you constantly work to keep up with the latest trends and sales techniques.

This globally recognized professional credential validates your advanced knowledge as a hospitality sales professional and all you do to stay current with the latest trends. The CHSP certification can help you excel in your current position, move further toward your career goals, and show that you are among the best in your profession.

Prerequisites

Qualifying Position

Qualifying position involves 50% or more responsibilities in all areas of hospitality sales. Titles include banquet/catering manager, director of sales, sales manager, sales coordinator and sales representative.

Time in Position

6 months:

• Supervisor, Manager, Department Head or Executive Certification eliminates time requirement
• Degree from an accredited academic institution eliminates time requirement

Supervisory Skill Builders provides an entertaining approach to building supervisory skills through a series of nine modules. These modules are loaded with need-to-know information on how supervisors should carry out their responsibilities to management as well as employees. The fourth edition has a fresh look and easy-to-follow format.

Supervisory Skill Builders can be used to prepare for the Certified Hospitality Supervisor (CHS) professional certification designation. While employment in a supervisory capacity is required, completion of the program eliminates the 90-day time in position needed to qualify for the certification.

Ideal as a self-trainer, the series helps supervisors: meet management objectives for productivity and quality guest service; solve everyday workplace challenges; and gain respect, trust, and support from the people who work for them.

The nine online modules are:

• You as a Supervisor
• Effective Communication
• Conducting Orientation and Training
• Staffing and Scheduling
• Improving Employee Performance
• Handing Problems and Conflict
• Motivation and Team building
• Leadership
• Time Management

More than ever before, the skills of a hospitality trainer are in high demand. Properties depend on trainers to manage and deliver training, to ensure regulations are met, and to prevent guest complaints or even lawsuits that can result from untrained employees. The Certified Hospitality Trainer certification recognizes that you know how to manage every step in the training process from assessing training needs to evaluating the results. The CHT certification can help you excel in your current position, move further toward your career goals, and show that you are among the best in your profession.

Resource Materials

Digital Study Guide

• The Digital Study Guide contains the ten key knowledge areas that correspond with the Exam Preparation Booklet. As you identify knowledge areas where you need review or additional learning, you can access that information on the Digital Study Guide.

Prerequisites

Qualifying Position

Property-level training director, corporate level training executive, or department head at a hospitality company.

Position Examples

Training director/manager, corporate level training executive, HR director/manager

Time in Position

1 year Department Head experience:

• Executive Certification takes 6 months off
• Degree from an accredited academic institution takes off 6 months

The Lodging Security Officer Learning Suite provides general safety and security techniques and tips as well as hospitality-specific information that security officers and other employees need to provide effective security at lodging properties. The online course can be used to prepare for the Certified Lodging Security Officer (CLSO) Online Exam, which is included in this package.

NEW! The CLSO learning suite now includes three Interactive simulations. These role-playing exercises use real-world scenarios to allow learners to assess their decision-making skills during incidents they’ll face on the job.

Content includes:

• Overview of the hospitality industry along with types and organization of properties
• Rights and duties
• Code compliance
• Patrolling
• Documentation and other duties
• Legal powers and limitations
• Misdemeanors and felonies
• Investigations
• The legal system
• Responding to emergencies such as fire, power failures, weather emergencies, and medical emergencies
• Terrorism, civil unrest, weapons and shelter-in-place

Total course length: 5 hours

According to Open Doors Organization, from 2014-2016, 26 million Americans with physical disabilities took 73 million trips, spending $17.3 billion. It is a market that is growing by 22 percent annually, according to Travel Agent Central.

Elements of Service: Serving Guests with Disabilities, revised in 2019, is an online learning program designed to train guest-facing hotel employees in best practices for serving guests with physical disabilities (vision, hearing, and mobility impairments).

Learners are presented with a variety of service situations for guests with disabilities, where uninformed actions can cause distress or even danger. From the point of entry and check-in to food service and at touchpoints throughout a hotel visit, service providers learn the communication skills and tools that will create outstanding service interactions with this fast-growing traveling population.

Elements of Service provides all hospitality professionals from top to bottom with the tools they need to make sure a property’s interactions with people with disabilities are positive ones.

The program:

• Teaches how to effectively and confidently interact with guests with disabilities
• Uses service situations, showing how a poor response can cause distress or even danger
• Takes learners through hotel experiences for travelers with disabilities
• Equips hospitality professionals with communication skills and tools to create outstanding service interactions

The goal of this program is to ensure that hotel staff feel confident and equipped to handle service interactions with hotel guests who are disabled—without the uncertainty, confusion, and missteps that often characterize the experience of both service providers and hotel guests with disabilities.

There are knowledge checks with feedback throughout the program. A 20-question quiz at the end of the course tests understanding.

Time to complete:

30-45 minutes

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.

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

Hotel Operations is the third course in a training suite that provides management-level skills training for hospitality employees. The Hospitality Manager training series answers the demand for training materials that:

• Support lodging managers in building successful teams and running profitable establishments
• Increase employee engagement and retention through more effective management and increased opportunities for career growth

This course covers topics essential to understanding the various departments within a hotel property, how they operate, and what their unique goals and strategies are.
Knowing how all the departments of a hotel work together is crucial to improving communication and efficiency and providing a seamless guest experience. It’s essential for managers to support and understand how the entire hotel operates.

What sets this course apart:

• Hospitality focused– centered on the scenarios facing hospitality employees today so that learners can see themselves in the depictions in the course
• Media-rich, interactive– content is delivered through a variety of experiences (video,
  animation, interactive questions) that bring real-world hospitality situations into the
  learning
• Guided learning– allows learners to explore content and offer multiple opportunities
  to apply concepts learned
• Vetted by the industry– manager-level competencies have been developed with the
  input of key stakeholders and operators to ensure training is relevant and accessible

About the course:

• 2.5 hours
• 8 modules (10-20 minutes each)
  • Rooms
  • Reservations
  • Front Desk
  • Housekeeping
  • Safety and Security
  • Facilities
  • Food and Beverage
  • Management Functions
• 100% digital, accessible on personal computers and mobile devices
• Includes companion guide
• Upon completing all modules, learners are awarded a certificate of completion for the course.
• Accessible to all – no time in position required

Be more than a manager. Be a leader.

Being a good manager is having the ability to run the day-to-day business effectively. It means you make sure your employees follow your operation’s standards and rules. But leadership is a step beyond that. Leadership is about inspiring people and challenging them. Leaders know that when their team succeeds, they succeed.

This scalable, interactive online training built upon AHLEI’s roots in the hospitality industry empowers managers to build a positive workplace culture, align day-to-day operations with organizational goals, and learn new tactics to connect with employees.

How you benefit from this course:

• Learn how to effectively build positive culture to create a workplace where employees want to stay
• Understand how to use emotional intelligence to connect to employees and increase your teams’ job satisfaction.
• Stand out as a manager who drives business results by learning how to align day-to-day operations your company’s organizational goals.
• Become a better leader by investing in your own career development and supporting employees through coaching and mentorship.

What sets this course apart:

• Hospitality-focused – centered on the scenarios facing hospitality employees today so that learners can see themselves in the depictions in the course
• Media-rich, interactive – content is delivered through a variety of experiences (video, animation, interactive questions) that bring real-world hospitality situations into the learning
• Scalable – online delivery allows for large-scale training to current and potential managers
• Guided learning –  allows learners to explore content and offer multiple opportunities to apply concepts learned
• Rooted in industry participation – manager-level competencies have been developed with the input of key stakeholders and operators to ensure training is relevant and accessible

About the course:

• 2 1/2 hours
• 9 modules (10-20 minutes each)
  • Introduction
  • Building Culture
  • Emotional Intelligence
  • Developing Yourself and Others
  • Communicating on a Personal Level
  • Communicating on an Organizational Level
  • Planning a Meeting
  • Managing Your time
  • Facilitating the Planning Process
• 100% digital, accessible on personal computers and mobile devices
• Includes 18-page companion guide
• Upon completing all modules, learners are awarded a certificate of completion for the course.
• Accessible to all – no time in position required

Recruiting and Hiring provides management-level skills training for hospitality employees. The Hospitality Manager training series will set the stage for a strategy that answers the demand for training materials that:

• Support lodging managers in building successful teams and running profitable establishments
• Increase employee engagement and retention through more effective management and increased opportunities for career growth

This course covers topics essential to successful recruiting and hiring, including recruitment marketing, the candidate experience, interviewing, candidate selection and job offers, compensation, orientation, and onboarding.

Effective recruiting and hiring is not only a way to provide a seamless guest experience, it’s also an incredible opportunity to positively influence the culture of an organization. It’s essential for managers to support and understand how the recruitment and hiring processes work.

What sets this course apart:

• Hospitality focused – centered on the scenarios facing hospitality employees today so that learners can see themselves in the depictions in the course
• Media-rich, interactive – content is delivered through a variety of experiences (video, animation, interactive questions) that bring real-world hospitality situations into the learning
• Guided learning – allows learners to explore content and offer multiple opportunities to apply concepts learned
• Vetted by the industry – manager-level competencies have been developed with the input of key stakeholders and operators to ensure training is relevant and accessible

About the course:

• 2 hours
• 7 modules (10-20 minutes each)
  • Recruitment Marketing
  • The Candidate Experience
  • Interviewing Successfully
  • Selection and Job Offer
  • Compensation
  • Orientation
  • Onboarding
• 100% digital, accessible on personal computers and mobile devices
• Includes companion guide
• Upon completing all modules, learners are awarded a certificate of completion for the course.
• Accessible to all – no time in position required

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 ServSafe Alcohol Online Course provides the fundamentals of responsible alcohol service by combining interactive exercises, audio and video and role-play activities to help prepare participants for real-life scenarios. Designed for convenience, this mobile enabled four-hour course has a bookmark feature that allows users to easily return to where they left off.

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

The ServSafe Manager Book, 7th Edition is ideal for one- or two-day classroom instruction helping students prepare to take the ServSafe Food Protection Manager Certification Exam.

It covers critical principles including: personal hygiene, cross contamination, time and temperature, receiving and storage, food safety management systems, training hourly employees, and more.

ServSafe classroom training is accepted in all 50 states for regulatory requirements up to 16 hours.

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 Manager (CRM) has been designed in collaboration with the restaurant industry to validate and certify the most critical competencies for restaurant professionals who hire and manage staff, develop processes and procedures, and drive budgeting.

Designed by restaurant industry experts, the program focuses on your most important management skills:

• Fundamentals of Financial Management
  • 9 modules – 1.5 to 2 hours
• Understanding Financial Performance
  • 7 modules – 1.5 to 2 hours
• Controlling Operational Costs
  • 7 modules – 1.5 to 2 hours
• Managing Compensation, Time, and Legal Requirements
  • 6 modules – 1.5 to 2 hours
• Managing the Employment Process
  • 6 modules – 1.5 to 2 hours

If you are in a management position reporting to the General Manager or above, this certification will help you demonstrate your expertise as a manager and leader to current and future employers.

Who should apply?

Examples of the kinds of management positions that qualify for the CRM certification include, but are not limited to: Banquet Chef, Banquet Manager, Catering Manager, Food & Beverage Manager, Food Service Manager, General Manager, Kitchen Manager, Restaurant Manager.

Certification Exam Prerequisites:

These are the only qualifications you need to get your application approved and a shot at taking the exam down.

Work Experience:

CRS Certification plus 1,000 hours of industry experience in a management role

             OR

2,000 hours of industry experience in a management role

Previous Learning:

Valid ServSafe Food Protection Manager Certificate or equivalent

Character Reference:

Reference confirming competencies listed on Character Reference Form

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

• Controlling Costs
  • 9 Modules – 1 hour
• Cost Control Fundamentals
  • 7 Modules – 1 hour
• Leadership & Communication
  • 6 Modules – 1 hour
• Managing Daily Operations
  • 7 Modules – 1 hour
• Safety & Regulations
  • 5 Modules – 50 minutes

If you are in an entry-level supervisory or management position, this certification will help you demonstrate your expertise as a supervisor and leader to current and future employers.

Who should apply?

Examples of the kinds of positions that qualify for the CRS certification include, but are not limited to: Assistant Kitchen Manager, Assistant Manager, Cafeteria Manager, Closer, Food Service Supervisor, Key Hourly Associate, Kitchen Lead, Opener, Shift Leader, Shift Manager, Shift Supervisor, Supervisor.

Certification Exam Prerequisites:

These are the only qualifications you need to get your application approved and the opportunity to ace the exam.

Work Experience:

CRP Certification plus 400 hours of industry experience in a supervisory role

OR

800 hours of industry experience in a supervisory role

Previous Learning:

Valid ServSafe Food Protection Manager Certificate or equivalent

Character Reference:

Reference confirming competencies listed on Character Reference Form

The Manager edition of Sexual Harassment Prevention for the Restaurant Industry is an interactive program designed specifically for managers working in food service. Building on the content in the employee program, the Manager edition focuses on the vital role managers play in creating and promoting a harassment-free workplace culture and provides them with the tools they need to respond confidently and appropriately to sexual harassment claims. Developed in compliance with EEOC guidelines, the program takes a frank and modern approach to addressing and preventing sexual harassment in the workplace.

9 Modules | 60 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.
• Recognize employer and manager liability for reporting and addressing sexual harassment.
• Learn how to create a harassment-free culture in the workplace.
• Understand how to investigate sexual harassment claims in the workplace.

The manager edition of Sexual Harassment Prevention in the Hospitality Industry is an interactive program designed specifically for managers working in hotels, lodging, and tourism. Building on the content in the employee program, the manager edition focuses on the vital role managers play in creating and promoting a harassment-free workplace culture and provides them with the tools they need to respond confidently and appropriately to sexual harassment claims. 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.
• Recognize employer and manager liability for reporting and addressing sexual harassment.
• Learn how to create a harassment-free culture in the workplace.
• Understand how to investigate sexual harassment claims in the workplace.

9 Modules | 60 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 Manager edition of Understanding Unconscious Bias in Restaurants is an interactive program that sheds light on the existence of unconscious bias and guides restaurant managers in their interactions with guests and fellow employees. Developed in conjunction with the Multicultural Foodservice & Hospitality Alliance (MFHA), the course is designed specifically for managers 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.

9 Modules | 60 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.
• Understand the impact that bias can have on interactions with guests and fellow employees.
• Learn how to proactively and re-actively manage situations in which bias occurs.
• Manage employee interactions to promote a more respectful and inclusive workplace.
• Learn how to deal with difficult situations to minimize impact on the business.

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

Designed specifically for managers 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.

9 Modules | 60 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
• Learn how to proactively and reactively manage situations in which bias occurs
• Manage employee interactions to promote a more respectful and inclusive workplace
• Learn how to deal with difficult situations to minimize impact on the business