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

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

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.

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.

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

ServSafe 6th Edition Food Handler® Online Course and Assessment is a comprehensive solution that delivers consistent food safety training to employees. This ensures the same food safety principles are delivered each and every time.

Sections can be completed in approximately 10 minutes.

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

Online proctoring at home for the ServSafe® Food Protection Manager Certification Exam is now available! Schedule your exam at a time that’s convenient for you, all you need is a computer or laptop and a private location. This bundle includes the ServSafe Manager online course and the 90-question online Food Protection Manager Certification Exam and online proctoring through ProctorU. The purchase of this bundle also includes administration, processing and a ServSafe® Food Protection Manager Certification (valid for 5 years) upon successful completion of the exam.

Things you should know BEFORE you request this product: To use the online proctoring service through ProctorU, you must have access to a computer (PC or Mac). Mobile and tablets are not supported. You must also have a working webcam/mic and a private location. Click here to do a basic system test. Proctors give directions in English. After approval, you will receive an email with a ServSafe Manager Exam Access Code and directions for scheduling your exam through ProctorU. Frequently Asked Questions

Failed exams: If you do not pass your exam, you may schedule another exam following Retesting policy outlined below.

Retesting policy: Each retesting attempt requires a new exam access code request.  An examinee may take the exam the first two times within a 30-day period, if necessary. If three or more attempts are required, the examinee must wait at least 60 days from their last attempt. No more than four attempts are allowed in a 12-month period.

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