COURSE CATALOG. harpwest.com

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1 COURSE CATALOG harpwest.com

2 Pursue. Accomplish. Elevate. 2 Harpwest Hospitality Institute Course Catalog

3 CONTENTS WELCOME Mission Statement Learning Outcomes DIPLOMAS Food & Beverage Management Diploma Hospitality Management Diploma Dual Diploma: Hospitality and Food & Beverage Management Hospitality Operations Diploma PROFESSIONAL EXECUTIVE CERTIFICATIONS Certified Hotel Administrator (CHA) Certification in Hotel Industry Analytics (CHIA) Certified Food & Beverage Executive (CFBE) Certified Rooms Division Executive (CRDE) Certified Hospitality Sales Professional (CHSP) ENTRY-LEVEL CERTIFICATIONS Certified Front Desk Representative Certified Guest Room Attendant Certified Restaurant Server Certified Guest Service Professional FAQs Frequently Asked Questions Harpwest Hospitality Institute Course Catalog 3

4 4 Mission Statement

5 MISSION STATEMENT To provide our students with an invigorating learning platform that equips them with the tools and knowledge to accomplish their professional hospitality goals, while elevating personal profitability and value. Pursue. Accomplish. Elevate. Harpwest Hospitality Institute Course Catalog 5

6 LEARNING OUTCOMES Commitment to Student Achievement Harpwest Hospitality Institute s commitment to students is the foundation of the Institute, and encouraging professional development to our mission. We are responsive to student needs and offer programs that are affordable, flexible, and applicable to a wide scope of market demands with societal benefits. Student concerns are addressed with intent and purpose to continually improve on student experiences and outcomes. We develop forward-looking academic programs with a keen eye on student success, both in our academic programs and in society. Our professional programs are designed to prepare students to take an active role in the public domain whether they are enhancing an existing job, embarking on a new career, or cultivating personal growth. Market demands and societal needs are repeatedly monitored and extensively reviewed. Harpwest brings together innovators and practitioners from industry, academia, non-governmental and governmental organizations, and associations to develop new curricula and improve existing programs, thus laying the foundation for relevant learning outcomes. This process ensures that students are equipped to meet the evolving challenges of today s domestic and global societies with marketable and meaningful skills. 6 Learning Outcomes

7 Program Learning Outcomes Each program is designed with the following learning outcomes that align with the Institute s Mission Statement. Identify career goals and effective strategies for achieving them. Create favorable guest experiences by using professional service management techniques in a hospitality business environment. Manage all forms of capital (e.g., human, financial) in an ethical and sustainable way. Apply current and relevant technologies in a manner designed to enhance organizational performance in a hospitality business environment. Analyze, understand, and solve human resource problems and challenges. Contribute to positive team performance in a hospitality business environment by appraising and managing one s own team-related competencies, in particular, the knowledge, skills and attitudes considered transportable from one team to another. Effectively identify and assess the legal risks associated with common hospitality business practices and events and identify appropriate risk management techniques and employment practices to minimize those risks. Analyze financial, marketing, and operational results and outcomes for hospitality operations. Develop an understanding of customer segments and key marketing concepts, and apply this knowledge to increase revenue and brand value. Demonstrate effective management techniques in hospitality operations. Make clear and logical decisions by organizing, analyzing, and interpreting information and formulating rational solutions in a hospitality business environment. Model the behaviors of effective, ethical leaders by demonstrating the fundamental principles of leadership in a hospitality business environment. Practice skillful collaboration within virtual settings. Demonstrate competence in the content and methods of chosen diploma or professional program. Assessment to Measure Program Learning Outcomes The Harpwest Hospitality Institute Assessment Team, consisting of experts in evaluation and instructional design, supports Harpwest s institutional data-driven decision model. Data reflecting course success are collected by measuring course and program learning outcomes. The following Creative Assessment Continuum standardizes the assessment process. IMPROVE Troubleshoot Challenges ANALYZE Determine Successes and Shortfalls and the Causes of Each STUDENT SUCCESSES SOCIETAL BENEFITS SET OUTCOMES Align with Goals IDENTIFY RELEVANT INTERNAL AND EXTERNAL DATA Lay Out Methodology and Establish Measures for Success MEASURE Collect Data to Quantify Resylts Harpwest Hospitality Institute Course Catalog 7

8 DIPLOMAS 8 Diplomas

9 FOOD & BEVERAGE MANAGEMENT This diploma examines the issues and challenges of the food service industry and strategies that contribute to a successful food service operation. The courses will benefit food service professionals from hotels, chain and independent restaurants, and other hospitality outlets looking to increase profits and advance their careers. This diploma is also ideal for hospitality professionals from other disciplines seeking to transition into food service positions. DIPLOMAS The Food & Beverage Management diploma offers 12 online courses which can be completed in 12 months. Students who successfully complete all 12 courses in this program will receive a Diploma in Hospitality Management from Harpwest and the American Hotel and Lodging Association. There are no prerequisites. COURSES 245 Food Safety: Managing with the HACCP System Presents a systems approach to food safety that answers public health concerns, reduces sanitation risks, and ensures satisfaction for food establishment guests, staff members, and owners. Explains how to define and implement sanitation quality, cost control, and risk reduction standards in a food service operation. 250 Supervision in the Hospitality Industry This course is designed to provide students with the principles of supervision as they apply specifically to the hospitality industry. 281 Hospitality Facilities Management and Design Provides hospitality managers and students with information they need to know to manage the physical plant of a hotel or restaurant and work effectively with the engineering and maintenance department. 346 Managing Beverage Operations This course lays the groundwork for a basic understanding of beverage operations by explaining the beverage service process, describing the types of positions commonly found in beverage operations, and focusing on such beverages as beer, spirits, and wine. Included in the course are instructions on responsible alcohol service, supervisory techniques, and procedures for entrylevel beverage service positions. 349 Managing Service in Food & Beverage Operations This course provides students with practical skills and knowledge for effective management of food and beverage operations. It presents basic service principles while emphasizing the importance of meeting and, whenever possible, exceeding the expectations of guests. 354 Training and Development in the Hospitality Industry This course provides a thorough look at training by addressing how to assess and analyze the training needs of new and established operations; look upon training and development as an investment; use training tools and techniques; train with technology; measure and evaluate training; and use different training techniques when training employees, supervisors, and managers. 445 Purchasing for Food Service Operations This course will give students a basic understanding of the purchasing function in the food service sectors. Students will learn about the ways in which value can be added by members of the food service distribution channel, the necessary elements of purchase specifications, and how to select and evaluate distributor partners. The course also covers ethics, group purchasing, electronic purchasing methods, and food safety and defense issues. 464 Planning and Control for Food & Beverage Operations Covers the principles and procedures involved in an effective food and beverage control system, including standards determination, the operating budget, cost-volume-profit analysis, income and cost control, menu pricing, theft prevention, labor cost control, and point-of-sale reports. 468 Managing Technology in the Hospitality Industry Provides an overview of the information needs of lodging properties and food service establishments; addresses essential aspects of computer systems, such as hardware, software, and generic applications; focuses on computer-based property management systems for both front office and back office functions; examines features of computerized restaurant management systems; describes hotel sales computer applications, revenue management strategies, and accounting applications; addresses the selection and implementation of computer systems; focuses on managing information systems; and examines the impact of the Internet and private intranets on the hospitality industry. 100 The Lodging and Food Service Industry This course lays the groundwork for a basic understanding of the lodging and food service industry by tracing the industry s growth and development both nationally and internationally, by reviewing the organization of hotel and food & beverage operations, and by focusing on industry opportunities and future trends. 260 Hospitality Industry Financial Accounting This course presents basic financial accounting concepts and explains how they apply to the hospitality industry. 391 Understanding Hospitality Law Provides an awareness of the rights and responsibilities that the law grants to or imposes upon a hotelkeeper, and illustrates the possible consequences of failure to satisfy legal obligations. Harpwest Hospitality Institute Course Catalog 9

10 HOSPITALITY MANAGEMENT DIPLOMA The Hospitality Management Diploma utilizes interactive lectures, discussions, projects, readings and the use of educational technology applications to cover key topics for managers and aspiring managers in the following areas: revenue management, marketing fundamentals, hospitality law, labor and economic challenges in the hospitality industry, competitive strategies, stress management, coaching and counseling, and team dynamics. Learn to accurately interpret and utilize financial statements, and then convey the organization s financial condition to its stakeholders. This Diploma will benefit hospitality professionals within hotels and corporate offices seeking a baseline understanding of the many facets of hospitality including finance, marketing, food service, human resources and restaurant revenue. This is also ideal for upperlevel professionals who are making a lateral move in the hospitality business and wish to refine their skills and be exposed to different aspects of the hospitality industry. This diploma offers 12 online courses which can be completed in 12 months. Students who successfully complete all 12 courses in this program will receive a Diploma in Hospitality Management from Harpwest and the American Hotel and Lodging Association. COURSES 250 Supervision in the Hospitality Industry This course is designed to provide students with the principles of supervision as they apply specifically to the hospitality industry. 281 Hospitality Facilities Management and Design Provides hospitality managers and students with information they need to know to manage the physical plant of a hotel or restaurant and work effectively with the engineering and maintenance department. 333 Managing Front Office Operations This course presents a systematic approach to front office procedures by detailing the flow of business through a hotel, from the reservations process to check-out and account settlement. The course also examines the various elements of effective front office management, paying particular attention to the planning and evaluation of front office operations and to human resources management. Front office procedures and management are placed within the context of the overall operation of a hotel. 10 Diplomas

11 338 Managing Housekeeping Operations This course is designed to provide students with the principles of housekeeping management as they apply specifically to the hospitality industry. 357 Managing Hospitality Human Resources This course presents a systematic approach to human resources management in the hospitality industry. Students will analyze contemporary issues and practices, as well as employment laws that have an impact on the way people are managed. 100 The Lodging and Food Service Industry This course lays the groundwork for a basic understanding of the lodging and food service industry by tracing the industry s growth and development both nationally and internationally, by reviewing the organization of hotel and food and beverage operations, and by focusing on industry opportunities and future trends. 391 Understanding Hospitality Law Provides an awareness of the rights and responsibilities that the law grants to or imposes upon a hotelkeeper, and illustrates the possible consequences of failure to satisfy legal obligations. 304 Leadership and Management in the Hospitality Industry This course is designed to acquaint students with leadership, management, and quality issues facing today s hospitality industry. There are chapters on managing organizational change, traditional management roles and styles versus leadership in the twenty-first century, quality management, continuous improvement, power and empowerment, communication skills, goal setting and coaching, highperformance teams, diversity, strategic career planning, and ethics. 260 Hospitality Industry Financial Accounting This course presents basic financial accounting concepts and explains how they apply to the hospitality industry. DIPLOMAS 241 Food and Beverage Management This course will give students a basic understanding of the management process in food and beverage operations. All aspects of food and beverage operations are covered, including organization, marketing, menus, costs and pricing, production, service, safety, and finances. 374 Revenue Management: Maximizing Revenue in Hospitality Operations This course will give students a basic understanding of the revenue management process. It addresses the proper use and importance of revenue management in hospitality operations and describes the wide range of elements that must be considered in order to use revenue management effectively. 468 Managing Technology in the Hospitality Industry Provides an overview of the information needs of lodging properties and food service establishments; addresses essential aspects of computer systems, such as hardware, software, and generic applications; focuses on computer-based property management systems for both front office and back office functions; examines features of computerized restaurant management systems; describes hotel sales computer applications, revenue management strategies, and accounting applications; addresses the selection and implementation of computer systems; focuses on managing information systems; and examines the impact of the Internet and private intranets on the hospitality industry. Harpwest Hospitality Institute Course Catalog 11

12 DUAL DIPLOMA: HOSPITALITY MANAGEMENT AND FOOD & BEVERAGE The Hospitality Management and Food & Beverage Diploma marries key topics for managers and aspiring managers seeking a baseline understanding of the many facets of hospitality. The dual diploma offers 12 online courses which can be completed in 12 months. Students who successfully complete all 12 courses in this program will receive a Diploma in Hospitality Management from Harpwest and the American Hotel and Lodging Association. COURSES 245 Food Safety: Managing with the HACCP System Presents a systems approach to food safety that answers public health concerns, reduces sanitation risks, and ensures satisfaction for food establishment guests, staff members, and owners. Explains how to define and implement sanitation quality, cost control, and risk reduction standards in a food service operation. 281 Hospitality Facilities Management and Design Provides hospitality managers and students with information they need to know to manage the physical plant of a hotel or restaurant and work effectively with the engineering and maintenance department. 333 Managing Front Office Operations This course presents a systematic approach to front office procedures by detailing the flow of business through a hotel, from the reservations process to check-out and account settlement. The course also examines the various elements of effective front office management, paying particular attention to the planning and evaluation of front office operations and to human resources management. Front office procedures and management are placed within the context of the overall operation of a hotel. 338 Managing Housekeeping Operations This course is designed to provide students with the principles of housekeeping management as they apply specifically to the hospitality industry. 346 Managing Beverage Operations This course lays the groundwork for a basic understanding of beverage operations by explaining the beverage service process, describing the types of positions commonly found in beverage operations, and focusing on such beverages as beer, spirits, and wine. Included in the course are instructions on responsible alcohol service, supervisory techniques, and procedures for entrylevel beverage service positions. 349 Managing Service in Food and Beverage Operations This course provides students with practical skills and knowledge for effective management of food and beverage operations. It presents basic service principles while emphasizing the importance of meeting and, exceeding guests expectation, exceeding the expectations of guests. 445 Purchasing for Food Service Operations This course will give students a basic understanding of the purchasing function in the food service sectors. Students will learn about the ways in which value can be added by members of the food service distribution channel, the necessary elements of purchase specifications, and how to select and evaluate distributor partners. The course also covers ethics, group purchasing, electronic purchasing methods, and food safety and defense issues. 464 Planning and Control for Food & Beverage Operations Covers the principles and procedures involved in an effective food and beverage control system, including standards determination, the operating budget, cost-volume-profit analysis, income and cost control, menu pricing, theft prevention, labor cost control, and point-of-sale reports. 100 The Lodging and Food Service Industry This course lays the groundwork for a basic understanding of the lodging and food service industry by tracing the industry s growth and development both nationally and internationally, by reviewing the organization of hotel and food and beverage operations, and by focusing on industry opportunities and future trends. 374 Revenue Management: Maximizing Revenue in Hospitality Operations This course will give students a basic understanding of the revenue management process. It addresses the proper use and importance of revenue management in hospitality operations and describes the wide range of elements that must be considered in order to manage revenue effectively. 391 Understanding Hospitality Law Provides an awareness of the rights and responsibilities that the law grants to or imposes upon a hotelkeeper, and illustrates the possible consequences of failure to satisfy legal obligations 241 Food & Beverage Management This course will give students a basic understanding of the management process in food and beverage operations. All aspects of food and beverage operations are covered, including organization, marketing, menus, costs and pricing, production, service, safety, and finances. 12 Diplomas

13 HOSPITALITY OPERATIONS DIPLOMA The Hospitality Operations Diploma will provide a firm foundation in building the skills necessary to be a successful operator in the following three core areas: front office, housekeeping and food & beverage. Courses will benefit supervisors and those seeking a baseline understanding of the many facets of hospitality including food & beverage, operations and supervision. DIPLOMAS This diploma offers 6 online courses which can be completed in as little as 6 months. Students who successfully complete all 6 courses in this program will receive a Diploma in Hospitality Operations from Harpwest and a certificate from the American Hotel and Lodging Association. COURSES 241 Management of Food and Beverage Operations This course will give students a basic understanding of the management process in food and beverage operations. All aspects of food and beverage operations are covered, including organization, marketing, menus, costs and pricing, production, service, safety, and finances. 250 Supervision in the Hospitality Industry This course is designed to provide students with the principles of supervision as they apply specifically to the hospitality industry. 333 Managing Front Office Operations This course presents a systematic approach to front office procedures by detailing the flow of business through a hotel, from the reservations process to check-out and account settlement. The course also examines the various elements of effective front office management, paying particular attention to the planning and evaluation of front office operations and to human resources management. Front office procedures and management are placed within the context of the overall operation of a hotel. 338 Managing Housekeeping Operations This course is designed to provide students with the principles of housekeeping management as they apply specifically to the hospitality industry 346 Managing Beverage Service This course lays the groundwork for a basic understanding of beverage operations by explaining the beverage service process, describing the types of positions commonly found in beverage operations, and focusing on such beverages as beer, spirits, and wine. Included in the course are instructions on responsible alcohol service, supervisory techniques, and procedures for entrylevel beverage service positions. 100 The Lodging and Food Service Industry This course lays the groundwork for a basic understanding of the lodging and food service industry by tracing the industry s growth and development both nationally and internationally, by reviewing the organization of hotel and food and beverage operations, and by focusing on industry opportunities and future trends. Harpwest Hospitality Institute Course Catalog 13

14 PROFESSIONAL EXECUTIVE CERTIFICATIONS 14 Diplomas

15 CERTIFIED HOTEL ADMINISTRATOR (CHA) The Certified Hotel Administrator (CHA ) is the most prestigious certification available to a hotel general manager and hospitality executive. It is 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. Prerequisites Because individual backgrounds vary widely in the hospitality industry, applicants may pursue the CHA designation if currently employed in these qualifying positions: General Manager, owner/operator in a lodging hospitality company, or corporate executive* at a lodging hospitality company responsible for the operation of two or more properties. Assistant General Manager or Director of Operations/ Rooms Division (after successfully completing the CRDE certification) Candidate Time in Position: 2-years OR Degree from an accredited academic institution will take 1 year off time requirement (limit 1) *A corporate executive is defined as an individual, employed by a firm responsible for the operation of two or more properties, who serves as a regional or corporate director of operations, or has ultimate corporate responsibility for rooms, marketing, accounting and finance, food and beverage, human resources, or engineering. Courses 357 Managing Hospitality Human Resources 391 Understanding Hospitality Law Exam Candidates for the Certified Hotel Administrator (CHA ) designation will receive a CHA Exam Preparation Booklet with their resource materials. This booklet, along with a CD that includes all three volumes of CHA study materials, lets candidates assess their knowledge and experience by individual competency, and then directs them to the specific volume by chapter and subject for study and review. The goal is to help CHA candidates focus on the sections of the study materials on which they need to spend the most time. The CHA exam consists of 200 multiple-choice questions that must be answered within a four hour time period. All test questions are designed to test the candidate s mastery of various competencies derived from six key areas of knowledge in combination with on-the-job hospitality work experience. The key areas of testing are: Financial Management Sales and Marketing Leadership Management Human Resources Management Rooms Management Food and Beverage Management PROFESSIONAL EXECUTIVE CERTIFICATIONS CERTIFICATION IN HOTEL INDUSTRY ANALYTICS (CHIA) The Certification in Hotel Industry Analytics (CHIA ) is the only hotel-related certification for industry professionals focused on analytics. Jointly offered by the American Hotel & Lodging Educational Institute (AHLEI) and STR, it provides recognition of thorough knowledge of the foundational metrics, definitions, formulas, and methodologies used within the hotel industry. Description This online program has been specifically developed to prepare revenue managers, general managers, corporate staff, and research professionals 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 valuable resource provides an in-depth review of the program content and includes both condensed and expanded versions of the training. Core content areas include: Hotel Industry Analytical Foundations Hotel Math Fundamentals Property Level Benchmarking (STAR Reports) Hotel Industry Performance Reports Courses 374 Revenue Management: Maximizing Revenue in Hospitality Operations 472 Hospitality Sales & Marketing Exam The CHIA exam consists of 50 multiple-choice questions that must be answered within a ten hour time period. Students who successfully complete this exam will earn the CHIA designation and receive a certificate from both the American Hotel & Lodging Association and Harpwest; in addition to a lapel pin and global recognition for their accomplishment. Prerequisites None Harpwest Hospitality Institute Course Catalog 15

16 CERTIFIED FOOD & BEVERAGE EXECUTIVE (CFBE) The Certified Food and Beverage Executive (CFBE ) is the most prestigious certification available to a food and beverage executive. This designation is awarded to an elite group of hospitality professionals who by combining education and experience with dedication to the industry have achieved a high level of expertise. It is an honor awarded to food and beverage professionals whose leadership and managerial abilities are exemplary. Certificate Information Once certified, designees are automatically enrolled in the CFBE Recertification Program, which recognizes and rewards continuing efforts toward hospitality career growth. A portfolio to help track professional-development activities is provided. Every five years, the Certification Commission will recertify those who qualify based on their accomplishments. A new jeweled lapel pin (reflecting the number of years certified) and certificate are awarded at the time of each recertification. Prerequisites Because individual backgrounds vary widely in the hospitality industry, applicants may pursue the CFBE designation if currently employed in these qualifying position: Executive-level or Management-level in food and beverage or culinary operations. A degree from an accredited academic institution will take 6 months off time requirement (limit 1). Courses 445 Purchasing for Food Service Operations 464 Planning and Control for Food and Beverage Operations Exam The CFBE exam consists of 150 multiple-choice questions that must be answered within a three hour time period. All test questions are designed to test the candidate s mastery of various competencies derived from six key areas of knowledge in combination with on-the-job hospitality work experience. The key areas of testing are: Managing Food Operations Managing Beverage Operations Marketing and Sales Management Financial Management Leadership Human Resources Management Students who successfully complete this exam will receive a Certificate from both Harpwest and the American Hotel & Lodging Association in addition to a lapel pin and global recognition for their accomplishment. CERTIFIED ROOMS DIVISION EXECUTIVE (CRDE) The Certified Rooms Division Executive (CRDE ) is the most prestigious, globally recognized certification available to a roomsdivision executive. It identifies the student as being 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. It is an honor awarded to lodging professionals whose leadership and managerial abilities are exemplary. Prerequisites Because individual backgrounds vary widely in the hospitality industry, applicants may pursue the CRDE designation if currently employed in these qualifying position(s): Executive-level or Management-level in Rooms Division Operations at a lodging hospitality company; and, Candidate Time in Position: 1-year, OR Degree from an accredited academic institution will take 6 months off time requirement (limit 1) Courses 357 Managing Hospitality Human Resources 391 Understanding Hospitality Law Exam The CRDE exam consists of 150 multiple-choice questions that must be answered within a three hour time period. All test questions are designed to test the student s mastery of various competencies derived from four key areas of knowledge in combination with on-the-job hospitality work experience. The key areas of testing are: Rooms Management Financial Management Motivation and Leadership Human Resources Management 16 Diplomas

17 CERTIFIED HOSPITALITY SALES PROFESSIONAL (CHSP) The Certified Hospitality Sales Professional (CHSP ) is the most prestigious, globally recognized, certification available to all areas of hospitality sales to include the selling of rooms, conventions/conferences, and banquets/catering. It is an honor awarded to lodging professionals whose leadership and managerial abilities are exemplary. Prerequisites Because individual backgrounds vary widely in the hospitality industry, applicants may pursue the CHSP designation if currently employed in these qualifying positions: 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. Candidate Time in Position: 6-months, OR Degree from an accredited academic institution eliminates time requirement. Courses 374 Revenue Management: Maximizing Revenue in Hospitality Operations 472 Hospitality Sales & Marketing Exam The CHSP exam consists of 100 multiple-choice questions that must be answered within a two hour time period. All test questions are designed to test the candidate s mastery of various competencies derived from six key areas of knowledge in combination with on-the-job hospitality work experience. The key areas of testing are: The Marketing Plan Business and Leisure Travelers Travel Agents and Meeting Planners The Sales Office and Reservations Revenue Management Personal and Telephone Sales PROFESSIONAL EXECUTIVE CERTIFICATIONS Harpwest Hospitality Institute Course Catalog 17

18 ENTRY LEVEL CERTIFICATIONS 18 Diplomas

19 CERTIFIED FRONT DESK REPRESENTATIVE The Front Desk Representative certification recognizes the skills and knowledge needed to succeed as a professional in a front-line position at a lodging property. This certification is supported by the START (Skills, Tasks, and Results Training) programs. START resources present concise instructions for training new or prospective employees on how to perform key tasks correctly, along with general hospitality knowledge and soft skills needed in the hospitality industry. Prerequisites None Exam The certification exam consists of 30 multiple-choice questions and will be accessible upon completing the course. Successful students who complete the START program and pass the certification exam will receive a certificate, lapel pin and global recognition for their accomplishment. CERTIFIED RESTAURANT SERVER The Restaurant Server certification recognizes the skills and knowledge needed to succeed as a professional in a front-line position at a lodging property. This certification is supported by the START (Skills, Tasks, and Results Training) programs. START resources present concise instructions for training new or prospective employees on how to perform key tasks correctly, along with general hospitality knowledge and soft skills needed in the hospitality industry. Prerequisites Successfully complete Guest Service Gold training program. Available in English and Spanish. Exam The certification exam consists of 30 multiple-choice questions and will be accessible upon completing the course. Successful students who complete the START program and pass the certification exam will receive a certificate, lapel pin and global recognition for their accomplishment. ENTRY LEVEL CERTIFICATIONS CERTIFIED GUESTROOM ATTENDANT The Guestroom Attendant Certification recognizes the skills and knowledge needed to keep guest rooms clean, safe and maintained at a lodging property. This certification is supported by the START (Skills, Tasks, and Results Training) programs. START resources present concise instructions for training new or prospective employees on how to perform key tasks correctly, along with general hospitality knowledge and soft skills needed in the hospitality industry. Prerequisites None GUEST SERVICE GOLD PROFESSIONAL Today s successful hospitality employee must have effective guest service skills in today s competitive market. They must be able to engage and connect with their guest to go above and beyond the call of duty. The Certified Guest Service Professional (CGSP ) designation provides recognition for those individuals that know how to achieve and express exceptional service by engaging with their guests and creating memorable experiences. Recognized worldwide, the CGSP designation is the highest acknowledgment of awarding-winning guest service for employees in the lodging industry. Exam The certification exam consists of 30 multiple-choice questions and will be accessible upon completing the course. Successful students who complete the START program and pass the certification exam will receive a certificate, lapel pin and global recognition for their accomplishment. Prerequisites Successfully complete Guest Service Gold training program. Available in English and Spanish. Exam The certification exam consists of 30 multiple-choice questions and will be accessible upon completing the course. Successful students who complete the training and pass the certification exam will receive a certificate and CGSP gold lapel pin, to be worn on their uniform in recognition of their knowledge and skills in guest service. Please note: The Guest Service Gold online program in English includes complimentary access to the TripAdvisor Reputation Management for Front- Line Staff online course. Harpwest Hospitality Institute Course Catalog 19

20 FAQs 20 Diplomas

21 FREQUENTLY ASKED QUESTIONS Are the programs available internationally? Yes. Harpwest certificate and diploma programs are available internationally; however all courses are taught in English. How do I enroll? To enroll online: 1. Go to 2. Browse our Programs tab & select the certificate or diploma you are interested in 3. Click the Enroll Now button located on the top right of the certificate description page 4. Select your payment option 5. Submit new or returning student account information 6. Finalize payment information to complete enrollment Is there an application process or prerequisites? As most of our programs are for professional development there are no prerequisites or formal admission processes required for enrollment. What is the cost for a Harpwest certificate or diploma? Each offering has a unique price ranging from $250 $9,000. Visit our programs page and click the program to view the pricing for the program you are interested in. Do you offer any organizational discounts? We are happy to offer groups and organizations discounts. Please contact us at sales@harpwest.com to find out options for your entire team. What is the difference between a certificate and certification? Certification requires passing an exam and awards a credential upon successful completion of exam (ex: CHA, CFBE, CHSP). Certification also requires re-certification to stay current in a specific area. A certificate represents completion of courses/program in a specific area. There is no requirement to take a program more than once. How do the certificates/diplomas work? All courses in our Diploma and Entry Level Certification programs are taught 100% online through Harpwest s online learning management system. Courses contain learning modules that feature interactive discussions, video / text lectures, quizzes, case studies and a variety of online tools to ensure satisfactory understanding of subject matter. Our Professional Executive Certifications have online class components structured as above; however, the study materials for the test will consist of one to two volumes of study materials or an exam preparation booklet, and a resource CD covering key knowledge areas that correspond to the exam booklet. All materials will be mailed to student s preferred address upon completion of application, review of prerequisites and payment. When do courses start? Diplomas: Courses start the first Monday of every month. We do not operate on a traditional quarter or semester system so you may start classes whichever month is most convenient for you. Classes are conducted all year long. Professional Executive Certifications: After submitting the application and uploading the applicable documents, we will enroll you in the first of two accompanying classes. This typically takes two weeks. During the second class, we will mail all study materials for the test to the student s preferred address. Entry-Level Certifications: Students will receive access within 12 hours to begin their online course. After successful completion, your certificate will be available for immediate download. How long will it take to complete my diploma or certificate? Entry Level Certificates: Certificates are offered 100% online and should take approximately 2-8 hours (depending on which certificate you ve selected). Students will have access to the online modules for a total of 6 months. Professional Executive Certifications: Each Professional Executive Certification includes two courses that take approximately one month to complete each (the exception to this is the Certificate in Hotel Industry Analytics). After completing the courses with a grade of 70% or better, students will be sent study and resource materials for the applicable exam. The amount of time needed to study the materials and be ready for the test vary; however, in the past we have seen students take approximately 2-6 months. Diploma Programs: The 12-course diploma programs are designed to be completed in 12 months. The 6-course diploma program is designed to be completed in 6 months. Classes are offered 100% online beginning the first Monday of every month unless otherwise noted. However, we understand unforeseen circumstances may arise and are happy to assist you in reevaluating your course completion schedule. FAQ S Harpwest Hospitality Institute Course Catalog 21

22 FREQUENTLY ASKED QUESTIONS What is your drop/refund policy? We are confident you will be satisfied with your enrollment with Harpwest Hospitality Institute. However, a student may terminate an enrollment at any time by notifying Harpwest in writing at drop@harpwest.com and returning any physical course materials, providing cancellation is made within the time allowance for the courses selected. A student requesting cancellation within 9 calendar days after the start of a diploma course or the date on which an application is signed shall be given a refund of all tuition money paid to Harpwest. Must I be employed in a hotel or restaurant to take advantage of Harpwest courses? Certainly not! While our courses are ideal career advancers for people already working in the industry, they are also excellent for anyone who would like to start a hospitality career, or for anyone who would like to learn more about the industry before making a career choice or change of profession. What if I don t have a high school education or English is not my first language? Will I be able to successfully complete the courses? In all likelihood, yes. Our course materials and textbooks are easy to read, easy to understand, and easy to retain. If you can read and understand the English language, and are motivated to learn, you can do it. May I retake a course if I fail to pass the first time? If you fail a course, you are permitted one complimentary retake examination. After that, you will be charged $35.00 for a second retake exam. If you continue to fail the course after two retake exams, you may re-enroll in the course. I ve already started one program but will like to switch to a different one is this allowed? Yes, you may change courses without restriction if you are currently enrolled in a diploma program or will like to switch to a diploma program. For our professional executive and entry level certifications, please us at enroll@harpwest.com so we may discuss your options. Are all tests taken online? Yes, all tests are taken online. What is your mailing address? We are located at 2705 S. Alma School Road, Suite 2, Chandler, AZ Harpwest Hospitality Institute Course Catalog

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24 24 Harpwest Hospitality Institute Course Catalog