Click the links below to find a certification application.
Assess
line employees' skills and knowledge -- and reward all front
line staff with the professional recognition they deserve.
The industry's all-new Hospitality Skill Certification programs
for line-level employees in the rooms division and food &
beverage department bring the professional clout of AH&LA's
certification programs to the people who are on the front
line with guests.
Benefits include:
- Reduced
turnover. By highlighting strengths, skill certification
builds loyalty, encouraging staff to stay with a property
and excel.
- Measurable
improvements in guest service. By building confidence,
skill certification helps employees deliver quality service.
- More
knowledgeable, competent employees. As the culmination
of job-specific training, skill certification demonstrates
that employees know their jobs inside and out.
Employees
will benefit from increased job satisfaction and a greater
awareness of their career potential, as their jobs become
opportunities to learn and grow. They will take pride in their
accomplishments and display commitment to improved performance
as they wear their new lapel pins -- and are recognized globally
as having attained the industry's symbol of professional excellence.
Resources for Boosting Line-Level Performance
A variety
of training resources is available to help prepare staff for
the SKILL CERTIFICATION testing process.
Hospitality
Skills Training Guides -- Simple guides that spell out exactly what line-level
employees must know and do for their particular job. Each
guide will help you train every employee in that position
and includes:
- Job
Knowledge sections that teach employees about the property,
their department, and their specific job
- Task
Lists that tell employees exactly what functions they should
be able to perform in their jobs
- Task
Breakdowns that offer step-by-step directions for every
procedure and the proper use of equipment and supplies
- Job
Tips that give employees practical suggestions for being
more productive Guides are available in:
- Printed
Copy Masters: Each 3-ring binder offers from 100-200 pages
of job details and training tips for a single position.
Fill in company procedures and copy the pages needed to
use again and again. Designed for easy customization throughout,
the guides can be personalized with property specific information
to make training even more valuable. Also, every skills
guide contains a suggested training schedule and a four-step
training method. Hospitality Skills Training Guides are
available for 19 line-level hospitality positions.
In addition,
Front Desk Agents can take advantage of the
Going
the Extra Mile training for building service skills. Available
as a self-study program or a 1-day, on-site seminar, Going
the Extra Mile gives front desk employees the skills they
need to:
- Read
guests and anticipate their needs and wants
- Resolve
complaints and handle special requests
- Work
positively with irate guests
- Take
messages without fumbles
- Take
accurate reservations
- Deal
with challenging check-in and check-outs
- Handle
group arrivals without confusion
- Respond
appropriately to emergency situations
- Maintain
security, guest privacy, and key control
- Put
business-building sales techniques into action
- And
more
Hospitality Skills Certification Process
To successfully earn a HSC designation, a candidate/employee must complete the following program requirements:
-
Be currently employed in the position and have a minimum of 90 days experience in the position.
-
Achieve a score of 75% or better on a written test, and
-
Receive ratings of "Acceptable" on 75% of the tasks outlined on the competency assessment form.
Training Employees for the Hospitality Skills Certification Program
If you feel your current training and development activities adequately cover the skills required for the position you wish to certify, you may order your HSC packet and proceed to the examination phase of the program. If you employee needs further training in task performance or applied knowledge skills to successfully complete the exam, you may use the Hospitality Skills Training Series or Skills for Success hospitality training program.
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Food
and Beverage Staff
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Guest
Services Staff
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Housekeeping
Staff
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Action
Hospitality Skill Certification for Line-Level Staff
