THE MARK OF EXCELLENCE

Transcription

1 THE MARK OF EXCELLENCE

2 American Hotel & Lodging Association Serving the hospitality industry for more than a century, AH&LA is the sole national association representing all sectors and stakeholders in the lodging industry, including individual hotel property members, hotel companies, student and faculty members, and industry suppliers. Headquartered in Washington, D.C., AH&LA provides members with national advocacy on Capitol Hill, public relations and image management, education, research and information, and other value-added services to provide bottom line savings and ensure a positive business climate for the lodging industry. Sirviendo a la industria de la hospitalidad por más de un siglo, el American Hotel & Lodging Association (AH&LA) es la única asociación en los Estados Unidos a nivel nacional que representa a todos los sectores y partes interesadas en la industria hotelera, incluyendo los miembros individuales de la propiedad del hotel, las empresas hoteleras, estudiantes, profesores, y proveedores de la industria. Con sede en Washington, DC, AH&LA ofrece a sus miembros con la defensa nacional en el Capitolio, relaciones públicas y gestión de imágenes, la educación, investigación e información, y otros servicios de valor añadido para proporcionar obtención de ganancias y garantizar un clima de negocios positivo para la industria hotelera. Educational Institute Established in 1953, as a nonprofit educational foundation of the American Hotel & Lodging Association, the American Hotel & Lodging Educational Institute (EI) is one of the finest nonprofit organizations committed to hospitality training and education, supported by quality standards of practice through leadership, professional certification, education, and advocacy. Direct industry input goes into the development of every one of our products, ensuring that the knowledge you gain is up-to-date, practical, and accurate. Leading hotel brands and thousands of properties around the world use our products and courses for their corporate training. More than 1,500 universities, colleges, vocational technical schools, and governmental agencies worldwide use the Educational Institute courses and textbooks in their classrooms. The Educational Institute offices are located in Florida, Michigan, and India. Establecida en 1953, como una fundación sin fines de lucro de educación de la American Hotel & Lodging Association, el American Hotel & Lodging Educational Institute (EI) es una de las mejores organizaciones sin fines de lucro comprometida con la formación de hoteles y la educación, apoyado por estándares de calidad de la práctica a través del liderazgo, la certificación profesional, educación y defensa. Entrada directa en la industria va en el desarrollo de cada uno de nuestros productos, asegurando que el aumento de los que el conocimiento esté al día, práctico y preciso. Las principales marcas de hoteles y miles de propiedades en todo el mundo utilizan nuestros productos y cursos para la formación corporativa. Más de 1,500 universidades, colegios, escuelas de formación profesional técnica, y las agencias gubernamentales mundialmente utilizan nuestros cursos y los libros de texto en sus clases. Las oficinas del Instituto se encuentran en Florida, Michigan, y la India.

3 CERTIFICATION TABLE OF CONTENTS Certification Career Path 3 Professional Certification 4 Getting. 4 Qualifications. 4 Online Exams..5 Review Sessions and Exams...5 Certification Process Recertification Certification Designations Guest Service Gold : Training and Certification Guest Service Professional (CGSP) Guest Service Property/Partner Executive Hotel Administrator (CHA) Department Head Rooms Division Executive (CRDE) Hospitality Housekeeping Executive (CHHE)..12 Hospitality Facilities Executive (CHFE) Hospitality Trainer (CHT) Lodging Security Director (CLSD) Food and Beverage Executive (CFBE) Managerial Hospitality Revenue Manager (CHRM) Hospitality Sales Professional (CHSP) Supervisor Hospitality Supervisor (CHS) Lodging Security Supervisor (CLSS) Hospitality Department Trainer (CHDT) Front-Line Restaurant Server Front Desk Representative..16 Guestroom Attendant Maintenance Employee Lodging Security Officer Specialty Master Hotel Supplier (CMHS) Hospitality & Tourism Management Professional (CHTMP) Spa Supervisor (CSS) Hospitality Educator (CHE) Hospitality Instructor (CHI)

4 Achieve the highest RECOGNITION for hospitality excellence through PROFESSIONAL CERTIFICATION The American Hotel & Lodging Educational Institute (EI) is globally recognized as the preeminent leader in hospitality certification for all facets of the industry, including: Hotels Food & Beverage outlets Trainers Hospitality educators Hotel suppliers EI offers more than 20 certification programs covering every level of hotel employees, from front line all the way to general managers

5 CERTIFICATION CERTIFICATION HOSPITALITY CAREER PATH Certification Career Path Front Office Revenue Management Food & Human Beverage Housekeeping Maintenance Security Resources Sales Specialty Line Supervisor Managerial Department Head Executive CRDE Rooms Division Executive Front Desk Representative CMHS Master Hotel Supplier CHRM Hospitality Revenue Manager CFBE Food and Beverage Executive CHS Hospitality Supervisor CHE Hospitality Educator Restaurant Server CHA Hotel Administrator CHI Hospitality Instructor CHHE Hospitality Housekeeping Executive Guestroom Attendant CHFE Hospitality Facilities Executive Maintenance Employee CGSP Guest Service Professional CSS Spa Supervisor CLSD Lodging Security Director CLSS Lodging Security Supervisor Lodging Security Officer CHTMP Hospitality & Tourism Management Professional CHT Hospitality Trainer CHDT Hospitality Department Trainer CHSP Hospitality Sales Professional

6 Professional Certification Widely recognized as the preeminent leader in hospitality certification, the American Hotel & Lodging Educational Institute (EI) provides certification for hospitality professionals in all facets of the industry, including: hotels food & beverage establishments trainers hospitality educators hotel suppliers spas Professional Certification demonstrates proficiency. It is a concrete indication of your skill, and shows employers and guests that you are committed to your profession and are well trained with proven abilities. Continuing education is a lifelong process and is motivated by a number of factors, including curiosity, self-identified gaps in knowledge, and the desire to provide the very best as an individual and the very best guest service. Although certification is voluntary, individuals have the responsibility to demonstrate competence before expecting the recognition and rewards of a profession. In addition, certification and the process of certificate maintenance through continuing education lend credibility to many professions in legislative and policy arenas. Benefits of Certification Competitive edge in the industry Career improvement Employment opportunities Higher wages Job retention Promotion eligibility Getting In order to become certified by EI, you must meet the knowledge requirements, the experience requirements and successfully complete a certification examination. EI recommends that you carefully review the prerequisites for the designation of interest, to ensure that you meet the eligibility requirements.. Qualifications A qualification recognizes the competence of individuals in specific areas. A certification candidate must currently hold the qualifying position in order to apply for a designation and take the certification exam. Certification Completion Candidates who complete the qualification process and meet the eligibility requirements and successfully complete the exam will receive a certificate and lapel pin. The certification designation may be used on letterhead, business cards, and other writings. For complete qualification information, paperwork requirements, application and information on the specific certification designation you are interested in, please visit or contact the Certification Department. Certification Examination Our high-quality exams are designed to ensure maximum value to our customers, and each has been rigorously tested before release. Certification exams are offered through traditional print testing, with select exams offered through online testing. All examinations must be administered under the supervision of a proctor. A proctor may be a CHA, a hospitality educator, an AH&LA member association/ federation executive, your immediate supervisor, or a member of the clergy. Review Sessions and Exams Certification-specific review sessions and exams are offered for select designations. The review class is an excellent opportunity to prepare for the exam. 4 A standard review session features an overview of the program materials that you study prior to attending the review and allows you a chance to ask questions in an informal discussion environment, and is usually followed by a proctored exam session.

7 CERTIFICATION Certification Process When You Apply It is important when applying for a certification that all supporting documentation listed on the application is provided. This will help ensure that the application is processed in a timely manner. Single applications are processed in approximately two weeks from being received. Applications submitted in groups, (more than ten) are processed in approximately four weeks from being received. Exam See individual certifications for the time allowance from date of enrollment to successfully complete the exam. Candidate Passes Exam Candidates receive their pin and certificate approximately three weeks after successfully passing the certification exam. Candidates enrolled in the Early Entry (Plan C) option do not receive a certificate and pin until the time requirement has been met. Exam Preparation Material If exam preparation materials are included in the certification program fee, they will ship once the application process is complete with supporting documentation and payment. Contact the Certification Department for an up-to-date listing of review classes and examination sessions, or to learn more about holding an EI-sponsored review and/or exam session at industry conventions or through a local state association. In this photo: Fifteen professionals attended a CHT review and exam session during a CHART Conference and earned their Hospitality Trainer (CHT) designation. 5

8 Recertification Recertification begins the day candidates earn their certification, and designees hold their certification for five years. During this time, the program requires that certification designees maintain their qualifying position within the industry; and earn a minimum amount of documented points by fulfilling various activity requirements based on the level of involvement and time spent doing the activity within the next five years. The categories for which points are awarded include: Professional Experience Professional Development Activities/Seminars Industry Related Involvement Educational Services Upon successful completion of the Recertification Maintenance Program, the certification holder will be permitted to continue using the initials as part of their certification designation. Ways to Earn Recertification Points Maintain their qualifying position within the industry Completion of any EI Distance Learning Course provides 5 points toward the recertification point total. Courses may be taken online or through traditional, paper-based distance learning. For list of course offerings, visit Participate in AH&LA/American Express Seminar for recertification points. Points vary by seminar title. CERTIFICATION Free Courses Count toward Recertification Schneider Electric s Energy University offers many free courses that count as education points toward recertification for the following designations: Hotel Administrator (CHA) Hospitality Facilities Executive (CHFE) Visit the MyEnergy University website to enroll today. Recertification Designations The following certifications require maintenance over a five year term for recertification and continued recognition. Hotel Administrator (CHA) Rooms Division Executive (CRDE) Food & Beverage Executive (CFBE) Hospitality Housekeeping Executive (CHHE) Hospitality Facilities Executive (CHFE) Lodging Security Director (CLSD) Hospitality Trainer (CHT) Hospitality Revenue Manager (CHRM) Hospitality Sales Professional (CHSP) Hospitality Educator (CHE) Master Hotel Supplier (CMHS) Attend industry tradeshows, conferences or conventions. Visit or contact the Certification Department for a recertification packet

9 Keep Pace with Improve your Learn to your Experience with Others Today s successful training managers must have effective training techniques as well as effective methods to assess training. Achieve these distinctive training certifications and be recognized as a professional trainer in the hospitality industry. Hospitality Trainer (CHT) Property-level training director or department head or corporate level training executive at a hospitality company. Hospitality Department Trainer (CHDT) A person who is responsible for training individuals for functional skills in a hospitality position. Earning my Hospitality Trainer (CHT) gave me both education and confidence. We all need to look for ways to improve upon what we do as business professionals and with CHT, I can feel confident in my skills and my class participants can know that they are being trained by a professional trainer. Travis Smith, CHT Best Western International The CHDT Program is an excellent program which surpassed all my expectations. The program is very informative and a necessity for training standards. Through it I am now better able to plan and execute each training module resulting in maximum benefits to the participants. Rose Forde, CHDT ROSJO Hospitality Services, Barbados 7

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11 CERTIFICATION Guest Service Gold Training Program Five-star service begins with your employees, and service is more important than ever in a tough, tight, and competitive market. Excellent guest service is not an expense, but an investment. Look beyond the standard guest service training and get recognized for implementing and achieving guest service best practices with Guest Service Gold. Guest Service Gold is a comprehensive program designed to accomplish the goal of creating guest service-oriented front line employees who know how to engage with their guests to provide memorable guest service. Core components include training, employee certification and property certification and can be implemented by any service oriented business, such as restaurants, transportation companies, attractions, and retail outlets, not just lodging properties. It can also be used in academic settings to provide students with a solid foundation in guest service skills. Completion of Guest Service Gold can lead to the Guest Service Professional (CGSP) designation. Once all line-level employees pass the CGSP, the property or organization can apply for the Guest Service Property/Partner designation. Guest Service Gold features a video with seven brief stories designed to motivate and inspire hotel employees to go for the gold and provide service above and beyond the call of duty. Program includes: 22 minute video (DVD), pre-shift lesson plans, one Trainer s Guide, five Participant Workbooks Additional workbooks sold separately Available in English and Spanish (print and online) DVP01ENGE English/Program 06500WKB01ENGE English/Participant Workbooks 06500DVP01SPGE Spanish/Program 06500WKB01SPGE Spanish/Participant Workbooks 06500WEB01ENGE English/Online Program 06500WEB01SPGE Spanish/Online Program The Guest Service Gold Program does not include the Guest Service Professional (CGSP) Certification designation. CGSP is priced separately. Guest Service Professional (CGSP) Each employee who completes the Guest Service Gold Training Program is eligible to become a Guest Service Professional (CGSP). Complete and return a CGSP application to the Educational Institute, along with fee. Successfully pass the 30-question certification exam with a score of 80% or higher. CGSP exam is available in English and Spanish, in print or online format PGF01ENGE English/Certification 06500PGF01SPGE Spanish/Certification Guest Service Property or Guest Service Partner Take the first step to improving your property s guest service ratings and become a Guest Service Property. This property certification is essential to promote your property s commitment to guest service and guest satisfaction. Once all front-line employees who have guest contact pass the Guest Service Professional exam, your property can apply to be recognized as a Guest Service Property or Guest Service Partner. Successful properties and/or organizations will receive a CGSP certification plaque to display prominently for guests to recognize their commitment to providing exceptional guest service. The Guest Service Property or Guest Service Partner designation is valid for one (1) year from the property issue date. Visit for recertification qualifications. Academic Institution Guest Service Gold is available to schools with additional materials to assist instructors with presenting the program in an academic setting. Schools may choose to use the program with or without the Guest Service Professional (CGSP) exam. 9

12 Executive Designation Hotel Administrator (CHA) The Hotel Administrator (CHA) is the most prestigious certification available to a hotel general manager or hospitality executive. Those who earn the CHA become part of an elite group of hospitality professionals who, by combining education and experience with dedication to the industry, have achieved a high level of expertise. Candidates must be a general manager, owner/operator in a lodging hospitality company; or employed as a corporate executive responsible for the operation of three or more properties, who serves as a regional or corporate director of operations, or has ultimate corporate responsibility for rooms, marketing, accounting and finance, human resources, or engineering. Prerequisites Candidates must be currently employed in the hospitality industry. Candidates who are in a qualifying position may apply for certification in one of three ways (see application for additional details): PLAN A Education Emphasis Minimum two-year degree from an accredited institution and two years of full-time experience in the qualifying position. PLAN B Experience Emphasis Three years of full-time experience in the qualifying position. Program Details Fee includes: CHA Exam Preparation Booklet, Three Volume Resource Materials CD, and Exam. Certificate and lapel pin upon successful completion of the exam. Exam: The CHA exam consists of 200 multiple-choice questions that must be answered within a four-hour time period. The CHA exam is available as paper-based or online. It must be successfully completed within six months from date of enrollment into the certification program. If you fail the exam on the first attempt, two retakes are allowed within this six-month time frame. Retake fees apply. Proctor: A proctor may be a CHA, a hospitality educator, an AH&LA member association/federation executive, your immediate supervisor, or a member of the clergy. Recertification: Every five years. Training and education are so important in our industry. That s why my CHA designation is so important it s a recognizable validation of the knowledge and skills I ve acquired during my professional career. Now that I have my CHA, I m encouraging Kimpton s general managers to pursue this professional designation if they have not already achieved it. Ron Vlasic, CHA Regional Vice President Kimpton Hotels & Restaurants PLAN C Early Entry Current full-time employment in the qualifying position and meet the experience requirement in order to earn the Professional Certification designation. 10

13 Hotel Administrator (CHA) Online Review The CHA Online Review offers busy hospitality professionals a convenient, self-paced means to prepare for their CHA exam. It offers the same instruction as the live event and more! CERTIFICATION CHA Online Assessment Tool Candidates for the CHA can test their readiness for the exam with the online assessment tool. The CHA Assessment Tool consists of six 30-question quizzes that correlate to the six sections of the CHA exam preparation material. This 6.5-hour online session includes: Six (6) modular presentations that correlate to each section of the study materials: Financial Management Marketing and Sales Leadership Management Human Resources Management Rooms Management Food and Beverage Management After completion of the test, which contains questions similar in format and content to those in the corresponding exam, candidates receive an evaluation report indicating their score and skill level against the required benchmarks. The assessment includes a detailed performance report and a review of missed questions. It also identifies where the correct information may be found in the corresponding Exam Preparation Booklet and Resource Materials CD for further review, and includes: 120 days of access to the web-based review Sample examination questions 2011 English/Certification 08001WEB01ENGE English/Online Course 120 days of access to the Assessment Tool Three opportunities to practice each section Assessment report after each use The Online Review and Assessment Tool are only available to those hospitality candidates who have submitted a CHA application to EI and have met the necessary prerequisites for the specific certification program. It was a rewarding experience earning my CHA and it has already changed my life for the better. Chioma Omotayo, CHA General Manager Ikoyi Hotels 11

14 Department Head Designations Rooms Division Executive (CRDE) Food and Beverage Executive (CFBE) Hospitality Housekeeping Executive (CHHE) Hospitality Facilities Executive (CHFE) Lodging Security Director (CLSD) Rooms Division Executive (CRDE) Executive or management level in rooms division operations at a lodging hospitality company. Food and Beverage Executive (CFBE) Executive or management level in food and beverage or culinary operations. Prerequisites Candidates must currently be employed in the hospitality industry. Candidate who are in a qualifying position may apply for certification in one of three ways (see application for additional details): PLAN A Education Emphasis Minimum two-year degree from an accredited institution and one year of full-time experience in the qualifying position. PLAN B Experience Emphasis Two years of full-time experience in the qualifying position. PLAN C Early Entry Current full-time employment in the qualifying position and meet the experience requirement in order to earn the Professional Certification designation. Hospitality Housekeeping Executive (CHHE) Executive or management level in housekeeping operations at a lodging hospitality company. Hospitality Facilities Executive (CHFE) Executive or management level in engineering/ facilities operations at a lodging hospitality company. Lodging Security Director (CLSD) Security Director, Risk Management Director, or Loss Prevention 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 regional or corporate director of security, or has ultimate corporate responsibility for security and/or risk management issues. Tourism Police Officer may also qualify. 12 The Educational Institute worked with the American Hotel & Lodging Association (AH&LA) Loss Prevention Committee, the U.S. Department of Homeland Security (DHS), and other agencies to update our current security certifications and to develop new programs designed to provide hospitality security personnel and other employees with information on terrorism awareness and anti-terrorism preparedness.

15 Program Details Fee includes: Each Department Head designation includes Study Materials, along with practice questions, and Exam. Certificate and lapel pin upon successful completion of the exam. Exam: Department head exams consists of 150 multiple-choice questions that must be answered within a three-hour time period. All exams are available paper-based or online. It must be successfully completed within six months from date of enrollment into the certification program. If you fail the exam on the first attempt, two retakes are allowed within this six-month time frame. Retake fees apply. Proctor: A proctor may be a CHA, a hospitality educator, an AH&LA member association/federation executive, your immediate supervisor, or a member of the clergy. CERTIFICATION Food and Beverage Executive (CFBE) Online Assessment Tool Candidates for the CFBE professional certification can test their readiness for the exam with the online assessment tool. The CFBE Assessment Tool consists of six 20-question quizzes that correlate to the six sections of the CFBE exam preparation material. After completion of the test, which contains questions similar in format and content to those in the corresponding exam, candidates receive an evaluation report indicating their score and skill level against the required benchmarks. The Assessment Tool is available only to those hospitality candidates who have submitted a CFBE application to EI and have met the necessary prerequisites for the specific certification program. Recertification: Every five years. 13

16 MANAGERIAL DESIGNATIONS Hospitality Revenue Manager (CHRM) Hospitality Sales Professional (CHSP) Hospitality Revenue Manager (CHRM) Revenue manager, reservation manager, and director of revenue management. Fifty percent or more of job responsibilities involve forecasting, and analyzing, inventories, rates and occupancy. Prerequisites Candidates must currently be employed in the hospitality industry. Candidates who are in a qualifying position may apply for certification in one of three ways (see application for additional details): PLAN A Education Emphasis Minimum two-year degree from an accredited institution and six months of full-time experience in the qualifying position. PLAN B Experience Emphasis One year of full-time experience in the qualifying position. PLAN C Early Entry Current full-time employment in the qualifying position and meet the experience requirement in order to earn the Professional Certification designation. Program Details Fee includes: Study Materials, along with practice questions, and Exam. Certificate and lapel pin upon successful completion of the exam. Exam: Consists of 125 multiple-choice questions that must be answered within a three-hour time period. All exams are available paper-based or online. It must be successfully completed within six months from date of enrollment into the certification program. If you fail the exam on the first attempt, two retakes are allowed within this six-month time frame. Retake fees apply. Proctor: A proctor may be a CHA, a hospitality educator, an AH&LA member association/federation executive, your immediate supervisor, or a member of the clergy. Hospitality Sales Professional (CHSP) Banquet/catering manager, director of sales, sales manager, and sales coordinator. Fifty percent or more of the duties and responsibilities involve sales of sleeping rooms and/or meeting space to groups or individuals. All areas of hospitality sales are included: room, convention/conference, banquet/ catering, group, etc. Prerequisites Candidates must currently be employed in the hospitality industry. Candidates who are in a qualifying position may apply for certification in one of three ways (see application for additional details): PLAN A Education Emphasis Minimum two-year degree from an accredited institution and six months of full-time experience in the qualifying position. PLAN B Experience Emphasis One year of full-time experience in the qualifying position. PLAN C Early Entry Current full-time employment in the qualifying position and meet the experience requirement in order to earn the Professional Certification designation. Program Details Fee includes: Study Materials, along with practice questions, and Exam. Certificate and lapel pin upon successful completion of the exam. Exam: Exams consists of 100 multiple-choice questions that must be answered within a two-hour time period. All exams are available paper-based or online. It must be successfully completed within six months from date of enrollment into the certification program. If you fail the exam on the first attempt, two retakes are allowed within this six-month time frame. Retake fees apply. Proctor: A proctor may be a CHA, a hospitality educator, an AH&LA member association/federation executive, your immediate supervisor, or a member of the clergy. Recertification: Every five years. Recertification: Every five years. 14

17 CERTIFICATION Supervisor Designations Hospitality Supervisor (CHS) Lodging Security Supervisor (CLSS) Hospitality Supervisor (CHS) A person who supervises two or more individuals; has job duties that are at least 20 percent supervisory in nature and which include such tasks as scheduling, training, interviewing, discipline, inspecting and conducting performance reviews; makes decisions and judgment calls while performing daily duties; and has input on hiring and firing decisions within a department. Lodging Security Supervisor (CLSS) A person who supervises two or more individuals; has job duties that are at least 20 percent supervisory in nature and which include such tasks as scheduling, training, interviewing, discipline, inspecting and conducting performance reviews; makes decisions and judgment calls while performing daily duties; and has input on hiring and firing decisions within the security/risk management/loss prevention department. Prerequisites Candidates must currently be employed in the hospitality industry. Candidate who is in a qualifying position may apply for certification in one of two ways (see application for additional details): Prerequisites Candidates must currently be employed in the hospitality industry. Candidate who is in a qualifying position may apply for certification in one of two ways (see application for additional details): PLAN A Education Emphasis Minimum two-year degree from an accredited institution and three months of full-time experience in the qualifying position. PLAN B Experience Emphasis Six months of full-time experience in the qualifying position. Program Details Fee includes: Exam. Certificate and lapel pin upon successful completion of the exam. (Study resource not included.) Exam: Exams consists of 100 multiple-choice questions that must be answered within a two-hour time period. All exams are available paper-based or online. It must be successfully completed within six months from date of enrollment into the certification program. If you fail the exam on the first attempt, two retakes are allowed within this six-month time frame. Retake fees apply. Proctor: A proctor may be a CHA, a hospitality educator, an AH&LA member association/federation executive, your immediate supervisor, or a member of the clergy. Recertification: Not required. PLAN A Education Emphasis Minimum two-year degree from an accredited institution and three months of full-time experience in the qualifying position. PLAN B Experience Emphasis Six months of full-time experience in the qualifying position. Program Details Fee includes: Study Materials, along with practice questions, and Exam. Certificate and lapel pin upon successful completion of the exam. Exam: Exams consists of 125 multiple-choice questions that must be answered within a two-hour time period. All exams are available paper-based or online. It must be successfully completed within six months from date of enrollment into the certification program. If you fail the exam on the first attempt, two retakes are allowed within this six-month time frame. Retake fees apply. Proctor: A proctor may be a CHA, a hospitality educator, an AH&LA member association/federation executive, your immediate supervisor, or a member of the clergy. Recertification: Not required. Study Resource Recommended preparation for the Hospitality Supervisor (CHS) exam is the Supervisory Skill Builders nine-workbook series that presents supervisors with the skills and competencies needed to successfully manage their employees SKP03ENGE - English 15

18 HOSPITALITY SKILLS CERTIFICATION Front Desk Representative Guestroom Attendant Maintenance Employee Restaurant Server These Hospitality Skills Certification (HSC) programs support skill and knowledge training integrated with performance assessment, recognition and achievement. Study Resource Recommended guides for preparing for the front-line certification exams include step-by-step task breakdowns of the knowledge and skills needed to perform these jobs. Separate fees apply SGG02ENGE TRAC Restaurant Server 08030SGG02ENGE TRAC Front Desk Representative 08031SGG02ENGE TRAC Guestroom Attendant 08037IGP01ENGE Maintenance Employee Skills Guide Online programs also available for these positions. Individuals who currently work in the hospitality industry. Prerequisites Candidates must currently be employed in the hospitality industry. No minimum time requirement (see order form for additional details). MAINTENANCE EMPLOYEE Program Details Fee includes: Exam. Certificate and lapel pin upon successful completion of the exam. (Study resource not included.) Exam: Consists of 30 multiple-choice questions that must be answered within a one-hour time period. Proctor: A proctor may be a CHA, a hospitality educator, an AH&LA member association/federation executive, your immediate supervisor, or a member of the clergy. Recertification: Not required. 16

19 Security Lodging Security Officer (CLSO) Lodging Security Officer, Tourism Police Officers Prerequisites Candidates must be employed in the position of a propertylevel security officer with at least 90 days experience in the position. Program Details Fee includes: Exam. Certificate and lapel pin upon successful completion of the exam. (Study resource not included.) Exam: Consists of 60 multiple-choice questions that must be answered within a two-hour time period. Proctor: A proctor may be a CHA, a hospitality educator, an AH&LA member association/federation executive, your immediate supervisor, or a member of the clergy. CERTIFICATION The Lodging Security Officer Program 2011, Program The Lodging Security Officer Program provides general techniques and tips as well as hospitality-specific information that security officers and other employees need to provide effective security at lodging properties. New or updated topics include: Child trafficking/protection of children Expanded bomb search information Anti-terrorism/Signs of terrorism Active shooters Hostage situations Shelter-in-place Handling the death of a guest Revised ADA service The program consists of: four modular textbooks one 15-minute DVD supplement one workbook with progress quizzes Recertification: Not required. Study Resource The Lodging Security Officer Program is a beneficial tool in preparation for the Lodging Security Officer (CLSO) exam. Developed in a self-study format employees read the textbooks and complete corresponding workbook exercises, and complete progress tracking quizzes. This program may also be used for group training ISE03ENGE - English/Program Eye on Awareness Hotel Security Training Employees are the first line of response and should be part of your property s security measures. It is important to recognize that security isn t just the security staff s responsibility; it s a part of every hotel employee s day-to-day responsibilities. Eye on Awareness offers hotels a convenient way to increase employee awareness about their role in keeping their property safe by learning how to recognize and report suspicious activities. This online program includes interactive, multimedia lessons enhanced by review questions to assess employee comprehension WEB01ENGE - English/Online Program 07080WEB01SPGE - Spanish/Online Program 17

20 SPECIALTY DESIGNATIONS Master Hotel Supplier (CMHS) Supplier Food & Beverage Hospitality & Tourism Management Professional (CHTMP) Spa Supervisor (CSS) Hospitality Educator (CHE) Hospitality Instructor (CHI) Master Hotel Supplier (CMHS) Professional hotel suppliers must possess a level of expertise that extends beyond the role of salesperson and order taker. This expertise prepares them to serve as advisors who help customers make better business decisions. The Master Hotel Supplier (CMHS) designation recognizes that expertise. Supplier of products or services to the hospitality industry. Prerequisites Candidate must currently be employed by a company that supplies the hospitality industry. (see application form for additional details). Program Details Fee includes: Study materials corresponding with Supplier or Food & Beverage track as indicated on application, along with practice questions, and Exam. Certificate and lapel pin upon successful completion of the exam. Exam: Consists of 125 multiple-choice questions that must be answered within a three-hour time period. All exams are available paper-based or online. It must be successfully completed within six months from date of enrollment into the certification program. If you fail the exam on the first attempt, two retakes are allowed within this six-month time frame. Retake fees apply. Hospitality & Tourism Management Professional (CHTMP) The new Hospitality and Tourism Management Program introduces the hospitality and tourism industry on a global scale with a large focus on diversity. The new curriculum provides specific skills and knowledge for students, leading to an industryrecognized and portable professional certification from EI Hospitality & Tourism Management Professional (CHTMP). Prerequisites Candidates for the CHTMP must complete the following: Pass both HTMP Year 1 and HTMP Year 2 final exams with a score of 70% or higher. 100 hours of work experience in a qualifying position. Qualifying position is defined as working, whether paid or unpaid, in the hospitality industry. Hospitality industry is defined by four categories: Accommodations, Food & Beverage, Transportation, or Attractions. (see Page 11 of Year 1 text) There is no supervisory level requirement. Work requirement can be done over the course of the 2 year program, but must be completed within 120 days (4 months) of taking the Year 2 final exam. The CHTMP designation will replace the Front Desk Supervisor (CFDS). The Hospitality & Tourism Management Professional designation and the Hospitality Tourism & Management Program-Year 2 will be available in Proctor: A proctor may be a CHA, CMHS, a hospitality educator, an AH&LA member association/federation executive, your immediate supervisor, or a member of the clergy. Recertification: Every five years. 18

21 Spa Supervisor (CSS) The Spa Supervisor program is a certification for spa supervisors and managers. The certification program was developed by the International SPA Association (ISPA) in partnership with the Educational Institute. A qualifying supervisor is a person who supervises two or more individuals; 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; makes decisions and judgment calls while performing daily duties; and has input on hiring and firing decisions within a spa facility. CERTIFICATION Program Details Fee includes: Exam. Certificate and lapel pin upon successful completion of the exam. (Study resource not included.) Exam: Consists of 116 multiple-choice questions that must be answered within a two-hour time period. All exams are available paper-based or online. It must be successfully completed within six months from date of enrollment into the certification program. If you fail the exam on the first attempt, two retakes are allowed within this six-month time frame. Retake fees apply. Proctor: A proctor may be a CHA, CSS, a hospitality educator, an AH&LA member association/federation executive, your immediate supervisor, or a member of the clergy. Prerequisites: The Spa Supervisor application is only available as part of the Supervisory Skill Builders for the Spa Industry program, which must be completed as a prerequisite for certification. All plans require documented evidence of experience and successful completion of a comprehensive examination. Applicants may pursue the CSS designation through one of two options: Plan 1 Eligibility-- Experience Successful completion of the ISPA Supervisory Skill Builders Series And Current full-time employment in a CSS qualifying position with at least three months of full-time experience in one or more such positions. Recertification: Not required. Plan 2 Eligibility-- Early Entry Successful completion of the ISPA Supervisory Skill Builders Series And Not currently employed in a CSS qualifying position. However I understand that if I am accepted in the CSS program I will have six months from the time I successfully pass the CSS exam to secure full-time employment as a qualified supervisor in the spa industry and to have held one or more such positions for a minimum of three months. 19

22 Hospitality Educator (CHE) Discover the latest high-impact instructional methods and help your students excel! The CHE program is the only professional development opportunity designed for hospitality educators around the world. The CHE program enables you to strengthen students critical thinking and motivation to learn, share ideas with your peers, and receive recognition for your teaching abilities from students, colleagues, and the industry. Hospitality Instructor (CHI) The CHI was developed to help high school teachers effectively teach lodging, tourism, and food & beverage courses. The program consists of three levels offered during the summer. Each level is a five-day professional development workshop. During the sessions, participants network with other educators and industry professionals, while being taught by leading post-secondary hospitality educators and getting behind-the-scenes tours at lodging properties. Post-secondary hospitality educator. Prerequisites Candidates must currently be employed full-time as a post-secondary hospitality educator. Candidate who is in a qualifying position may apply for certification in one of two ways (see application for additional details): Plan A Education Emphasis Baccalaureate degree or international diploma from an approved institution. Minimum two-years of full-time experience in the qualifying position, with a minimum of one year in a managerial or supervisory position. Plan B Experience Emphasis Currently employed full-time or part-time as a postsecondary hospitality educator. Minimum of five years of full-time professional experience in the hospitality industry, with a minimum of two years in a managerial or supervisory position. Program Details Fee includes: Exam. Certificate and lapel pin upon successful completion of the program. The CHI program is designed for individuals currently employed full-or part-time as a high school instructor teaching a hospitality or tourism curriculum. Prerequisites Candidates must be currently teaching in a high school hospitality program, hold state teacher certification, and have an academic degree. Program Details Fee includes: Workshops and exams. Certificate and lapel pin upon successful completion of workshops, exams, and internship. Exam: Three exams (one for each level), consisting of 50 multiple-choice questions that must be answered within a two-hour time period. Recertification: Not required. Participants who complete all three levels of the Lodging Summer Institute and exam and perform 120 hours of internship receive the Hospitality Instructor (CHI) certification. Workshop: CHE candidates must attend a 2.5 day workshop that culminates with the exam. Video presentation: Candidates submit a videotaped classroom session demonstrating their mastery of skills taught in the CHE workshop. Exam: Consists of 100 multiple-choice questions that must be answered within a two hour time period. Recertification: Every five years. 20

23 CERTIFICATION Hospitality icoach Receive hospitality training advice with EI s, FREE application by downloading it to your iphone, ipod Touch, or ipad. Hospitality icoach generates random hospitality training tips in Leadership, Front Desk, Food and Beverage, Housekeeping, and Maintenance with a shake of your hand. Tips can be used as training refreshers, discussion starters, or idea generators for future training sessions. Features include: the ability to screen touch to see new tips, in addition to the current shake functionality alerts users with animation and sound when changing between tips allows user to see new and updated tips first New tips continually available! FREE DOWNLOAD, visit Or scan it! a

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