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Hospitality Professional Certification

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Presentation on theme: "Hospitality Professional Certification"— Presentation transcript:

1 Hospitality Professional Certification

2 American Hotel & Lodging Educational Institute®
Our mission statement: Continue to be the premier source for quality hospitality education, training, and professional certification, serving the needs and advancing the excellence of hospitality schools and industries worldwide.

3 American Hotel & Lodging Educational Institute®
Founded in 1953 Non-profit organization World’s largest developer of training and development solutions for the hospitality industry Offices in Florida, Michigan, and India Preeminent leader in hospitality certification 90 licensed affiliates in 50 different countries Over 100 products in a variety of training media (online, video, print, distance learning, mobile applications)

4 American Hotel & Lodging Association (AH&LA)
Based in Washington DC World’s largest hotel industry association Representing 1.8 million Hotel rooms with over 15,000 member properties Serving the hospitality for more than 100 years The Educational Institute is the non-profit educational and training arm of the association

5 All Training Should Lead to…

6 Professional Certification
What is Professional Certification? Distinction of Excellence The Standard for the Industry Acknowledgement of skills and competencies required to succeed in your position

7 Professional Certification
Why should you certify? Validation of position Motivator Recognition Builder of pride and self-esteem

8 Professional Certification
Over 20 Certifications Executive Level Department Heads Managers Supervisors Line

9 Levels of Professional Certificaiton

10 Certification Process
Application Qualification Proctored Examination (paper-based or online) Certificate & Pin

11 Industry Leaders Using Our Certifications
Those who highly support Professional Certification Choice Hotels Best Western International Hyatt Hotels InterContinental Hotels Group Marriott Wyndham Worldwide Ritz Carlton

12 Executive Level General Manager, Owner/ Operator and Corporate Executives Qualified experience Comprehensive study materials and exam

13 Certified Hotel Administrator (CHA®)
CHA® Exam Preparation Booklet Resource materials (CD) Additional Resources Online Review Session Online Assessment Tool The exam preparation materials include… Also available to assist in preparing for the CHA exam are…

14 Executive Level Certified Hotel Administrator (CHA®)
CHA® Exam Preparation Booklet Resource materials (CD) Additional Resource Online Review Sessions Online Assessment Tool

15 Online Assessment Tool
Exam Questions

16 Online Assessment Tool

17 Online Assessment Tool
Performance Report

18 Department Head Level Departmental Executives for Rooms, Food & Beverage, Engineering, Security, Housekeeping Qualified Experience Comprehensive study materials and exam

19 Managers Departmental Executives for Revenue Manager, Sales Professional Qualified Experience Comprehensive study material and exam

20 Supervisors Supervisors for all hotel departments Qualified Experience
Supervisory Skill Builders training This certification fits for all areas of the hotel, so it is one of our best-selling program. Not only do supervisors go through this program, but also managers who want to test their supervisory knowledge.

21 Supervisor Supervisory Skill Builders
Study material for the for CHS®. Topics include: You as a Supervisor Leadership Time Management Effective Communication Improving Employee Performance Handling Problems & Conflict Conducting Training & Orientation Staffing & Scheduling Separate fee applies.

22 Hospitality Skills Certification
Certification designations for Guest Services, Housekeeping, and Food and Beverage Current employment in the hospitality industry We have 19 Hospitality Skills Certifications for line employees. These include the areas of Guest Services, Housekeeping, and Food and Beverage.

23 Hospitality Skills Certification
Train, Retain, Assess, Certify (TRAC) Study resource for the line designations, includes: Trainers Guide Employee Reference Guide Certification Separate fee applies

24 Security Certifications
CLSD® Certified Lodging Security Director CLSS® Certified Lodging Security Supervisor CLSO Certified Lodging Security Officer

25 Certified Lodging Security Director (CLSD®)
Updated review materials and exam to include information from: Department of Homeland Security (DHS) USA PATRIOT Act Occupational Safety and Health Administration (OSHA) Centers for Disease Control and Prevention (CDC)

26 Certified Lodging Security Director (CLSD®)
Who should apply? Security director at a property level or as a corporate executive employed by a firm responsible for the operation of three or more properties, who serves as a regional or corporate director of security, or has ultimate corporate responsibility for security and/or risk management issues. Tourism Police Officer who provides tourism oriented security.

27 Certified Lodging Security Director (CLSD®)
Fee includes: Exam Preparation Booklet Resource Materials CD Exam Certificate and Lapel Pin upon successful completion of the exam Exam consists of 150 multiple-choice questions that must be answered within a three hour time period. Exam passing score: 75% Recertification: every 5 years

28 Certified Lodging Security Supervisor (CLSS®)
Who should apply? A qualifying supervisor is a person who supervises two or more individuals; has responsibilities for security issues at property-level; has job duties that are at least 20 percent supervisory in nature and include such tasks as scheduling, training, interviewing, disciplining, inspecting, and conducting performance reviews

29 Certified Lodging Security Supervisor (CLSS®)
Fee includes: Study material Exam Certificate and Lapel Pin upon successful completion of the exam Exam consists of 125 multiple-choice questions that must be answered within a two hour time period. Exam passing score: 70% Recertification: none

30 Certified Lodging Security Officer (CLSO)
Who should apply? Lodging Security Officer

31 Certified Lodging Security Officer (CLSO)
Certified Lodging Security Officer (CLSO) uniquely integrates three training functions: Skill and Knowledge Training Performance Assessment and Testing Recognition and Achievement

32 Certified Lodging Security Officer (CLSO)
Recommended Study Resource: The Lodging Security Officer Program is a beneficial tool in preparation for the CLSO exam. Topics covered: Suspicious activity reporting Drug related issues Foodborne illnesses Death of a guest Active shooter Hostage situations Signs of terrorism Child trafficking Separate fee applies.

33 Certified Lodging Security Officer (CLSO)
Fee includes: Exam Certificate and Lapel Pin upon successful completion of the exam Study resource is NOT included. Exam consists of 60 multiple-choice questions that must be answered within a one hour time period. Passing score: 70% Recertification: none

34 Trainer Certifications
CHT® Certified Hospitality Trainer CHDT® Certified Hospitality Department Trainer

35 Certified Hospitality Trainer (CHT®)
For the property or corporate trainer Designed to develop trainers at the department level Acknowledges the ability to design and implement training programs

36 Certified Hospitality Trainer (CHT®)
Trainer Development Program: Study materials for the CHT® exam Effective training Understanding job breakdown and skills performance Understanding the learning process Separate fee applies.

37 Certified Hospitality Department Trainer (CHDT®)
Is aimed at line and supervisory employees with training responsibilities Adds a level of professionalism to the departmental trainer’s role Provides an opportunity for employees to validate their skills The Certified Hospitality Department Trainer is another one of our best-selling programs. An individual does not need to be in a supervisory position to be able to apply for the CHDT. This is also for the individual who is in a line position and is one of the department’s designated trainers.

38 Training Path This is an example of how the Certified Hospitality Trainer, Certified Hospitality Department Trainer, and our Hospitality Skills Certifications for line employees can all work together. This has worked very effectively in Egypt. Master trainers earned the CHT, then trained numerous CHDT’s, who then went back to their hotel properties to train line employees.

39 Certified Hospitality Educator (CHE®)
Designed specifically for hospitality educators Strengthen students' critical thinking and motivation to learn Share ideas with your peers Recognition for teaching abilities from students, colleagues, and the industry

40 Guest Service Gold® Training, Employee Certification, Property Certification 
Achieve a new standard of exceptional service based on emotionally engaging with guests in memorable ways. Our newest Certification Program is Guest Service Gold, which sets a new standard of exceptional service based on emotionally engaging with guests.

41 Guest Service Gold® Training
Seven true brief stories designed to motivate and inspire hotel employees to ‘go for the gold’ when it comes to providing service above and beyond the call of duty. Segments focus on: authenticity, intuition, empathy, delight, delivery, initiative and being a champion

42 Guest Service Gold® Employee Certification
Employee who completes the Guest Service Gold® Training Program or an equivalent training program offered by the property is eligible to become a Certified Guest Service Professional (CGSP®).

43 Guest Service Gold® Nickelodeon - Property Certification

44 Guest Service Gold® Property Certification
A property that certifies all its line-level positions that are in contact with guests will become a Certified Guest Service Property.  Example: Line employees in Front Office, Food & Beverage, Housekeeping, Security The property will receive a plaque to proudly display in their lobby/front desk area for guest to recognize their commitment to providing exceptional guest service. 

45 Personal Career Planner
CHA® General Manager CRDE® Rooms Director CHS® Front Desk Supervisor Front Desk Representative

46 Benefits of Training and Certification
Increased Occupancy Average Daily Rate/Rev Par Increased Employee Productivity & Morale Training System Providing Continuous Ongoing Training Increased Retention Reduced Cost of Turnover Improves Quality Control Increased Guest Satisfaction



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