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Hospitality Professional Certification. American Hotel & Lodging Educational Institute® Our mission statement: Continue to be the premier source for quality.

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Presentation on theme: "Hospitality Professional Certification. American Hotel & Lodging Educational Institute® Our mission statement: Continue to be the premier source for quality."— 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 Application Qualification Proctored Examination (paper-based or online) Proctored Examination (paper-based or online) Certificate & Pin Certification Process

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

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 Feedback

17 Performance Report Online Assessment Tool

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

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

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 CLSD® Certified Lodging Security Director CLSS® Certified Lodging Security Supervisor CLSS® Certified Lodging Security Supervisor CLSO Certified Lodging Security Officer 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 CHT® Certified Hospitality Trainer CHDT® Certified Hospitality Department 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

38 Training Path

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.

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

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

47 THANK YOU

48


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