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Hospitality, Food & Tourism · course plan

⚠ Pending professional review

This course plan, its lessons and its assessments has not yet been verified by a certified food-safety manager and industry professional or by a certification or approval body. It is a study draft and may contain errors. Do not use it as instructions for work on a job site or on live equipment. Always follow your instructor, your supervising professional, and current official references and regulations.

VoTechWorks program approval and accreditation are still in progress. Credentials are issued only by the certifying bodies named in each program, after their own exams.

Hotel & Hospitality Operations

10 courses · 1,350 clock hours · 9 mo full-time. Grading is competency-based: each course requires the written exam, a competent skills demonstration with zero safety faults, a signed log, and a passed safety audit; percentage weights only rank performance above the competency floor.

~~$14,070~~ COMPLIMENTARYprogram tuition

10courses

79lessons

1,350hours

35assessments

Development progressPlanCourses, lessons and assessments written for this tradeLessons79 of 79 lesson pages writtenPractice631 practice questionsResources116 reference entries (study list)Review0 lesson pages reviewed by a licensed professional

Study now: 79 lesson pages are open (lesson titles below are links).

HOS-HOTE29-01 Universal core

Universal Core: Safety, Math, Communication & Career for Hotel & Hospitality Operations

148 hr · ~~$1,185~~ COMPLIMENTARY

This foundational course equips learners with the safety certifications, trade-specific mathematics, workplace communication skills, and career-readiness tools required before entering any hospitality department. Learners earn OSHA 10-Hour General Industry and First Aid/CPR credentials, practice the arithmetic and measurement tasks that recur across front office, housekeeping, and food service, and build the professional documents and digital habits expected by hotel employers.

Outcomes

Pass the OSHA 10-Hour General Industry card requirement and demonstrate correct selection and use of PPE for at least four hotel-specific hazard categories.
Perform first aid and hands-only CPR/AED procedures on a manikin to the current American Red Cross or American Heart Association standard.
Solve occupancy-rate, ADR, RevPAR, tip-distribution, and metric/US unit-conversion problems with at least 80% accuracy on a timed assessment.
Read and extract key information from a Material Safety Data Sheet (SDS), a standard operating procedure, and a hotel policy document.
Compose a professional email, a guest incident report, and a verbal service recovery script that meet hotel brand communication standards.
Produce a complete career portfolio—resume, cover letter, LinkedIn profile, and a mock interview recording—ready for externship and employment applications.

Course text

How the course runs. 7 blocks: Hotel Hazard Recognition and OSHA 10-Hour General Industry; First Aid, CPR, and AED for Hotel Employees; Trade Math for Hospitality: Occupancy, Revenue, and Measurement; Technical Reading: SOPs, SDS Sheets, and Policy Documents; Digital Tools for Hotel Employees: Email, Scheduling Software, and Digital Communication; Workplace Communication and Guest Interaction Skills; Career Readiness: Portfolio, Resume, Interview, and Professional Standards.

What competent looks like. Pass the OSHA 10-Hour General Industry card requirement and demonstrate correct selection and use of PPE for at least four hotel-specific hazard categories. Perform first aid and hands-only CPR/AED procedures on a manikin to the current American Red Cross or American Heart Association standard. Solve occupancy-rate, ADR, RevPAR, tip-distribution, and metric/US unit-conversion problems with at least 80% accuracy on a timed assessment. Read and extract key information from a Material Safety Data Sheet (SDS), a standard operating procedure, and a hotel policy document. Compose a professional email, a guest incident report, and a verbal service recovery script that meet hotel brand communication standards. Produce a complete career portfolio—resume, cover letter, LinkedIn profile, and a mock interview recording—ready for externship and employment applications.

Lessons · 7 blocks

#	Lesson	Hr	Type	Objective	Activities	Materials	Check
1	Hotel Hazard Recognition and OSHA 10-Hour General Industry	28	theory	Learners will identify OSHA General Industry standards most relevant to lodging operations—including hazard communication, walking/working surfaces, electrical safety, lockout/tagout, and bloodborne pathogens—and complete all ten contact hours required for the OSHA 10-Hour card.	Complete all ten OSHA 10-Hour General Industry modules (instructor-led or authorized online delivery) and document completion for card issuance. Walk a simulated hotel floor plan and tag at least twelve real or photographed hazards by OSHA category, then write a brief corrective action for each. Pair-share a lockout/tagout scenario: one learner acts as maintenance technician applying a lock; the partner plays the housekeeper who discovers an unlocked panel and must follow the facility's energy-control procedure.	OSHA 10-Hour General Industry authorized course materials; OSHA 29 CFR 1910 pocket guide; hotel SOP sample set; laminated hazard-category reference cards; lockout/tagout demonstration kit (hasp, locks, tags); PPE samples (nitrile gloves, cut-resistant gloves, non-slip footwear, eye protection, N95 respirator)	Learner receives OSHA 10-Hour General Industry completion card (external pass standard set by OSHA Outreach Program); additionally scores at least 80% on a 25-question in-class hazard-identification quiz covering hotel-specific scenarios.
2	First Aid, CPR, and AED for Hotel Employees	16	lab	Learners will perform adult hands-only CPR with AED use and respond to common hotel emergencies—choking, severe bleeding, slip-and-fall assessment, and allergic reaction recognition—to the skill standards of an American Red Cross or American Heart Association certification course.	Complete the full American Red Cross First Aid/CPR/AED blended-learning or classroom course, including all required skills stations, and earn the certification card. Rotate through four hotel scenario stations—guest collapse in lobby, choking in the restaurant, laceration from broken glass, suspected guest fall in a guestroom—using manikins, training AEDs, and wound-care supplies while an instructor observes technique. Debrief each scenario: learners identify what triggered the response, what PPE (gloves, face shield) was required, and what documentation (incident report) must follow.	Adult CPR manikins (one per two learners); training AED units; PPE supplies (nitrile gloves, face shields); bandaging and wound-care training kit; American Red Cross First Aid/CPR/AED student workbook; hotel Guest Incident Report form sample	Learner earns American Red Cross (or AHA-equivalent) First Aid/CPR/AED certification card by passing all required skills checks per the certifying organization's standard; skill station observer checklist must show correct PPE use and no critical errors in CPR compression rate or depth.
3	Trade Math for Hospitality: Occupancy, Revenue, and Measurement	24	practice	Learners will calculate occupancy percentage, Average Daily Rate (ADR), Revenue Per Available Room (RevPAR), tip pools, recipe yield conversions, and metric/US measurement conversions using methods standard in lodging and food service operations.	Work a set of 30 graded problems that progress from single-step percentage calculations (occupancy rate) to two-step revenue problems (ADR and RevPAR from room revenue and available/occupied room counts), checking answers with a calculator and reviewing errors in pairs. Complete a housekeeping math station: measure a mock guestroom using a tape measure, calculate square footage, determine the correct dilution ratio for a cleaning chemical from a manufacturer's SDS, and measure the correct volume of chemical using a graduated cylinder. Play the 'Nightly Numbers' card game in groups of three: each round one learner draws a hotel data card (rooms sold, rack rate, food covers, tip total) and the group races to compute the target metric correctly before time expires, with the instructor resolving disputes using a reference answer key.	Scientific calculators; tape measures; graduated cylinders (100 mL and 500 mL); hotel math problem set (instructor-prepared, 30 problems); SDS chemical dilution reference sheet; 'Nightly Numbers' card game deck; whiteboard and markers	Learners score at least 80% on a 20-problem timed math quiz (35 minutes) that covers occupancy percentage, ADR, RevPAR, tip distribution, yield conversion, and one measurement/dilution problem; any learner below 80% completes a targeted remediation worksheet and retakes an alternate form within one week.
4	Technical Reading: SOPs, SDS Sheets, and Policy Documents	18	theory	Learners will locate, read, and accurately extract procedural and safety information from hotel Standard Operating Procedures, Safety Data Sheets, and employee handbooks, demonstrating comprehension through written summaries and annotated documents.	Read three sample hotel SOPs (room-cleaning sequence, front-desk check-in procedure, pool safety inspection) and complete a structured reading guide for each: identify the purpose, list required materials and PPE, number the steps in sequence, and flag any safety warnings. Using the GHS-format SDS for a common hotel cleaning product (e.g., bathroom disinfectant), complete a nine-section SDS scavenger hunt worksheet—finding health hazards, first-aid measures, handling and storage requirements, and spill response procedures. Skim and annotate a sample employee handbook excerpt (two pages), highlighting three employee rights, two disciplinary procedures, and the hotel's workplace violence and harassment reporting process, then write a three-sentence plain-language summary a new hire could understand.	Sample hotel SOP set (housekeeping, front office, F&B); GHS-format SDS for at least two hotel cleaning chemicals; sample hotel employee handbook excerpt; structured reading guide worksheets; highlighters; annotation rubric	Learner submits one annotated SDS and one annotated SOP with completed worksheets; instructor uses a 10-point rubric (8/10 required to pass) checking accuracy of extracted information, identification of all safety sections, and clarity of the plain-language summary.
5	Digital Tools for Hotel Employees: Email, Scheduling Software, and Digital Communication	20	demo	Learners will compose professional emails, navigate a sample property management system (PMS) interface, use a shared scheduling or task-management tool, and apply basic spreadsheet functions used in front office and housekeeping departments.	Write three professional emails from hotel-employee prompts—a response to a guest complaint forwarded by the manager, a shift-coverage request to a supervisor, and a vendor inquiry—applying a hotel brand email template and peer-reviewing using a tone-and-format checklist. In a guided demo, open a training instance of a cloud-based PMS (or a simulated front-desk module) and perform four tasks: look up a mock reservation, update a guest profile field, post a room charge, and print a folio; instructor demonstrates each step before learners replicate it. Use a shared spreadsheet (Google Sheets or Microsoft Excel) to input a week of mock occupancy data, apply SUM and AVERAGE formulas, format the table, and produce a simple bar chart of daily occupancy—matching a sample output provided by the instructor.	Computers or tablets with internet access; PMS training instance or simulation software; Google Workspace or Microsoft 365 access; hotel email template (instructor-provided); spreadsheet exercise file; email-format checklist; occupancy data set for spreadsheet activity	Learner submits all three emails (scored with an 8/10 rubric on professionalism, format, and accuracy) and a completed spreadsheet with correct formulas and chart; PMS task completion is observed by the instructor using a four-task checklist with all four tasks completed correctly.
6	Workplace Communication and Guest Interaction Skills	24	practice	Learners will demonstrate professional verbal and written communication—including active listening, service recovery scripting, and accurate incident report writing—that meets hotel brand and front-line employee standards.	Role-play five escalating guest-complaint scenarios (noise complaint, billing dispute, room not ready, lost item, accessibility request) in pairs: one learner plays the guest, the other a hotel associate; observers score using a GUEST service model rubric (Greet, Understand, Empathize, Solve, Thank) and switch roles. Watch two contrasting video clips of hotel front-desk interactions (one effective, one poor); in groups of three, identify specific verbal and non-verbal behaviors that helped or harmed the interaction, then each learner rewrites the poor-service script into an effective one. Complete a written Guest Incident Report for a simulated slip-and-fall scenario, following the hotel's standard form: record facts (who, what, when, where), avoid opinion or liability language, and have a peer review it against a six-point accuracy checklist before submission.	GUEST service model reference cards; role-play scenario cards (five scenarios); scoring rubric; video clips (instructor-curated from publicly available hospitality training resources); Guest Incident Report form sample; peer-review checklist	Learner achieves at least 80% on the GUEST service model rubric across two observed role-play scenarios (averaged); written incident report is scored pass/fail on a six-point checklist—all six points must be met (factual language, complete fields, no opinion statements) before the lesson is marked complete.
7	Career Readiness: Portfolio, Resume, Interview, and Professional Standards	18	field	Learners will assemble a hospitality-industry career portfolio—including a trade-specific resume, a cover letter, and a professional LinkedIn or equivalent online profile—and perform a mock interview that demonstrates front-line hotel employment readiness.	Build a hospitality resume using an industry-appropriate template: include relevant coursework, any prior service or retail experience translated into hospitality language, and placeholder lines for the OSHA 10, First Aid/CPR, and upcoming AHLEI credentials; peer-review using a 10-point resume rubric before submitting to the instructor. Research one local hotel or hotel brand, identify a real entry-level posting, and write a targeted cover letter (three paragraphs) that matches the applicant's skills to the job requirements; share with a partner for a read-aloud test to catch errors. Participate in a timed mock interview (eight questions, twelve minutes) conducted by an industry-panel volunteer or the instructor using common hotel interview questions (e.g., 'Tell me about a time you handled a difficult person,' 'Why do you want to work in hospitality?'); learner self-scores using a rubric, then receives written feedback; a video recording is saved to the learner's portfolio.	Hospitality resume template; 10-point resume rubric; sample hotel job postings; cover letter guide; computers with internet for LinkedIn or portfolio platform; mock-interview question bank (hotel-specific, 20 questions); interview rubric; recording device or webcam	Resume scores at least 8/10 on the rubric; cover letter is reviewed for relevance and error-free writing (pass requires addressing all three required paragraphs with no significant grammar errors); mock interview rubric score of at least 70% (averaging across communication clarity, content, and professional presentation), with deficiencies requiring a re-do before the course portfolio is marked complete.

Assessments

Assessment	Type	Weight	Pass standard	Method & rubric
Safety and Regulatory Knowledge Exam	Written exam	25%	80% or higher (20 of 25 questions correct); learners below 80% complete a targeted review and sit one alternate form within five instructional days.	A 25-question multiple-choice and matching exam covering OSHA General Industry hazard categories as applied to hotels, PPE selection, lockout/tagout procedure, bloodborne pathogen exposure control, GHS SDS sections, and emergency response protocols. Questions are drawn from real hotel scenarios to mirror the practical context of the AHLEI Guest Service Professional and Hospitality Supervisor exam content areas related to safety and compliance. Accuracy · Safety · Communication · Professionalism
Trade Math and Technical Reading Exam	Written exam	25%	80% or higher (combining math and reading sections); either section below 70% triggers section-specific remediation and a retake of that section only.	A two-part, closed-note exam: Part A contains 20 calculation problems (occupancy percentage, ADR, RevPAR, tip distribution, chemical dilution, and unit conversion) completed with a calculator in 40 minutes; Part B presents two short documents (one SOP excerpt, one SDS section) followed by 10 comprehension questions answered in 20 minutes. This assessment directly supports the numeracy and document-literacy competencies tested across all three AHLEI credential exams. Accuracy · Safety · Communication · Professionalism
Career Portfolio Project	Project	25%	A minimum score of 80% on the portfolio rubric across all four components; any component scoring below 70% must be revised and resubmitted within one week.	Learners submit a complete career portfolio containing: (1) a hospitality-specific resume, (2) a targeted cover letter for a real or realistic hotel posting, (3) a professional online profile (LinkedIn or equivalent) with a completed summary section and credential placeholders, and (4) the written Guest Incident Report completed during Lesson 6. The portfolio is evaluated on accuracy, professional formatting, absence of errors, and appropriate trade vocabulary using a four-component rubric. Accuracy · Safety · Communication · Professionalism
Oral Reflection and Portfolio Defense	Oral / panel	25%	Pass requires a score of at least 70% on the five-criterion oral rubric; any learner scoring below 70% on more than two criteria must schedule a second defense within five instructional days.	Each learner presents their career portfolio to a panel of at least two evaluators (instructor plus one peer or industry guest) in a ten-minute structured defense: five minutes of guided presentation and five minutes of questions. Evaluators use a five-criterion rubric assessing professional communication, accurate self-assessment of skill gaps, knowledge of at least two AHLEI credential areas studied in the course, connection of safety training to real hotel roles, and overall readiness for externship. This oral defense serves as the gateway assessment before the learner advances to Course 2. Accuracy · Safety · Communication · Professionalism

HOS-HOTE29-02 Trade course

Front Office Operations

122 hr · ~~$1,610~~ COMPLIMENTARY

Students master the full guest cycle — reservation, registration, cashiering, and checkout — using industry-standard front desk procedures, communication protocols, and property management system fundamentals. Lessons align directly to AHLEI Front Desk Representative and AHLEI Guest Service Professional exam competencies. Emphasis is placed on accuracy, professionalism, and resolving guest issues safely and efficiently.

Outcomes

Perform a complete guest cycle from reservation through checkout, applying accurate room-assignment and rate-posting procedures.
Demonstrate professional telephone, written, and face-to-face communication that meets hotel brand standards and AHLEI Guest Service Professional competencies.
Process front desk financial transactions — including payments, adjustments, and night-audit folios — with zero arithmetic errors.
Apply OSHA-aligned safety and security protocols at the front desk, including key-control, emergency notification, and incident-report procedures.
Use a property management system (PMS) to create reservations, check guests in and out, run standard reports, and handle rate overrides.
Resolve common guest complaints using a structured service-recovery model, documenting outcomes per hotel policy.

Course text

How the course runs. 10 blocks: The Hotel Guest Cycle and Front Office Structure; Reservations: Types, Sources, and Yield Basics; Front Desk Safety, Security, and Legal Responsibilities; Professional Communication at the Front Desk; Registration Procedures and Room Assignment; Front Desk Math: Rates, Postings, and Folios; Cashiering: Payments, Currency Handling, and Cash Drawer Procedures; Checkout, Late Checkout, and Night Audit Overview; Service Recovery and Handling Guest Complaints; Front Office Simulation: Full Shift from Pre-Arrival to Checkout.

What competent looks like. Perform a complete guest cycle from reservation through checkout, applying accurate room-assignment and rate-posting procedures. Demonstrate professional telephone, written, and face-to-face communication that meets hotel brand standards and AHLEI Guest Service Professional competencies. Process front desk financial transactions — including payments, adjustments, and night-audit folios — with zero arithmetic errors. Apply OSHA-aligned safety and security protocols at the front desk, including key-control, emergency notification, and incident-report procedures. Use a property management system (PMS) to create reservations, check guests in and out, run standard reports, and handle rate overrides. Resolve common guest complaints using a structured service-recovery model, documenting outcomes per hotel policy.

Lessons · 10 blocks

#	Lesson	Hr	Type	Objective	Activities	Materials	Check
1	The Hotel Guest Cycle and Front Office Structure	10	theory	Students will identify the four stages of the guest cycle and map each to specific front office job roles and responsibilities.	Annotate a diagram of the guest cycle (pre-arrival, arrival, occupancy, departure) by listing at least three front office tasks per stage. Compare organizational charts from a select-service property and a full-service property; identify how staffing differs at each stage. In pairs, trace one fictional guest's journey through the cycle and present the resulting timeline to the class, citing specific department handoffs.	AHLEI 'Front Office Operations' textbook, guest-cycle diagram handouts, sample hotel org charts, whiteboard	Students correctly label all four cycle stages and list a minimum of three accurate tasks per stage on a closed-note quiz; pass mark 75%.
2	Reservations: Types, Sources, and Yield Basics	12	theory	Students will distinguish among reservation types, rate categories, and distribution channels, and explain how overbooking policies protect revenue.	Sort a set of 20 reservation scenario cards into guaranteed vs. non-guaranteed categories and justify each decision in writing. Role-play a phone reservation call using a standard script, capturing guest name, dates, room type, rate code, and special requests on a paper reservation form. Calculate the difference in revenue between a walk-in rack rate and an advance-purchase rate for a three-night stay, then discuss the trade-off with a partner.	AHLEI textbook chapters on reservations, rate-category reference cards, paper reservation forms, telephone handsets or headsets, calculator	Students complete a reservation accuracy worksheet — ten scenarios — with at least 80% of fields captured correctly and rate type correctly identified.
3	Front Desk Safety, Security, and Legal Responsibilities	12	theory	Students will apply OSHA general-industry ergonomic and hazard-communication guidelines and hotel security protocols relevant to front desk operations.	Conduct a hazard walk of the simulated front desk area; complete an OSHA-style hazard identification checklist and propose one corrective action for each hazard found. Review a hotel's key-control SOP and practice issuing, re-keying, and logging room keys under supervision, explaining why each step prevents unauthorized access. Discuss a case study of a guest data-privacy breach; draft a one-page incident response memo that identifies the gap and a corrective procedure.	OSHA General Industry standards summary handout, hotel key-control SOP sample, incident-report form templates, ergonomics checklist, PPE (non-slip footwear guidance sheet)	Hazard checklist is complete with at least four hazards correctly identified and one actionable corrective action each; incident memo contains all required fields — pass requires all elements present.
4	Professional Communication at the Front Desk	12	demo	Students will demonstrate telephone etiquette, face-to-face greeting standards, and written guest communication that meet AHLEI Guest Service Professional benchmarks.	Instructor models a brand-standard phone greeting, hold procedure, and transfer; students evaluate the demo against a provided rubric, then repeat the sequence in triads. Draft three guest-facing emails — a reservation confirmation, a pre-arrival amenity offer, and a post-stay follow-up — applying standard hotel tone and proofreading for errors. Practice greeting a walk-in guest using the LEARN model (Listen, Empathize, Apologize, Respond, Notify); peer observers score the interaction on a 10-point rubric.	AHLEI 'Guest Service in the Hospitality Industry' reference, telephone headsets, email template samples, LEARN model reference cards, peer evaluation rubrics	Telephone role-play scored by instructor on 10-point rubric; minimum score of 8 required. Written email reviewed for tone, completeness, and grammar — no more than two errors permitted.
5	Registration Procedures and Room Assignment	13	practice	Students will complete a full manual and PMS-assisted guest registration, correctly assigning room type, rate, and collecting required identification and payment authorization.	Complete five paper registration cards from scenario packets, verifying ID type, rate code, departure date, and payment method against a reservation record. Enter the same five reservations into the classroom PMS training environment, assign rooms from an availability grid, and print a registration card for instructor review. Run through a check-in role-play with a 'VIP guest scenario' that includes a special-request accommodation; document the request in the PMS and notify the appropriate department via a written inter-departmental communication.	Classroom PMS training software (e.g., Hotelogix demo environment or equivalent training version), paper registration cards, room-availability grid, ID verification guide, payment authorization forms	PMS registration entries are verified by instructor for accuracy in all required fields — name, rate, room number, departure date, payment — pass requires 100% of required fields correct on at least four of five scenarios.
6	Front Desk Math: Rates, Postings, and Folios	13	lab	Students will manually calculate room charges, taxes, adjustments, and running folio balances with no more than one arithmetic error across a ten-transaction set.	Work through a 15-step folio worksheet that includes room charges, restaurant transfers, late-checkout fees, and a discount adjustment; check answers against a key. Given three guest folios with deliberate errors, identify and correct each posting error, writing a brief explanation of what caused the discrepancy. Use a spreadsheet template to recreate the same folio math, then compare manual totals to spreadsheet totals and reconcile any differences.	Folio math worksheets, calculator, tax-rate reference card, Microsoft Excel or Google Sheets, printer for folio printouts	Ten-transaction folio assessment graded by instructor; pass requires no more than one arithmetic error and correct identification of all posting types.
7	Cashiering: Payments, Currency Handling, and Cash Drawer Procedures	12	lab	Students will process a variety of payment methods — cash, credit card, direct bill, and gift card — balance a cash drawer to the penny, and complete a shift drop envelope correctly.	Open, count, and verify a simulated cash drawer; process a sequence of ten mixed-payment transactions (cash, credit, and gift card) using a point-of-sale simulator, then close and recount the drawer. Given a scenario in which a guest disputes a charge, apply the hotel adjustment procedure: locate the original posting, issue a correction, obtain supervisor authorization, and reprint the folio. Complete a shift-end cashier report form, reconcile it to the transaction log, prepare a drop envelope, and explain the purpose of each step to a classmate.	Training cash drawer and prop currency set, POS or PMS cashiering module, credit card imprinter training props, cashier report forms, drop-envelope samples, calculator	Cash drawer is balanced to zero variance; all ten transactions are recorded correctly — pass requires balanced drawer and 90% transaction accuracy.
8	Checkout, Late Checkout, and Night Audit Overview	12	practice	Students will execute a complete guest checkout, process late-checkout requests per policy, and describe each step of the night-audit process and its purpose.	Process five checkout scenarios in the PMS — including one early departure and one disputed charge — printing final folios and confirming payment settlement. Respond to a late-checkout request role-play: check availability, apply the correct fee using the rate schedule, communicate the decision professionally, and document the outcome. Trace through a sample night-audit report packet, labeling what each report verifies (room status reconciliation, posting accuracy, no-show charges) and explaining why the audit runs after guest activity stops.	PMS training environment, sample night-audit report packets, rate schedule reference, late-checkout policy sample, role-play scenario cards	All five PMS checkouts result in settled folios with zero outstanding balance; instructor verifies correct posting and documentation — pass requires 4 of 5 checkouts fully correct.
9	Service Recovery and Handling Guest Complaints	13	practice	Students will apply a structured service-recovery framework to resolve at least three complaint scenarios, document each resolution, and reflect on outcome quality.	Study three real-world hotel complaint case studies; for each, identify the root cause, the point of failure in the guest cycle, and a specific prevention measure. In a live role-play rotation, each student handles one of six complaint scenarios (noise complaint, billing error, room-type mismatch, maintenance issue, no-show dispute, housekeeping delay) using the LEARN model while a peer scores them on a rubric. Write a guest incident log entry for each complaint handled in the role-play, using the hotel's standard documentation format, and identify any follow-up actions required.	Complaint case study packets, LEARN model reference cards, guest incident log forms, peer-evaluation rubrics, instructor scenario cards	Instructor rubric for role-play scores communication, resolution accuracy, and documentation — minimum score of 7 out of 10 on each rubric domain required to pass.
10	Front Office Simulation: Full Shift from Pre-Arrival to Checkout	13	lab	Students will independently manage a simulated two-hour front desk shift — handling arrivals, in-house requests, cashiering, and checkouts — meeting accuracy and service-standard benchmarks.	Receive a shift briefing packet (arrivals list, VIP notes, out-of-order rooms, group block) and set up the front desk workspace using the opening checklist before the simulation begins. Process a scripted sequence of guest interactions — five check-ins, two in-house requests, one complaint, three checkouts — using the PMS and all forms from prior lessons, with the instructor and one peer acting as guests. Complete a shift-end handover report, noting unresolved items, postings requiring follow-up, and guest feedback received, then debrief with the instructor using the rubric as a guide.	Full classroom PMS training environment, shift briefing packet, opening checklist, registration cards, folio forms, cash drawer and prop currency, complaint log, shift handover report form, instructor rubric	Instructor rubric evaluates PMS accuracy, cash balance, communication quality, complaint resolution, and documentation completeness — pass requires a minimum of 75% across all rubric domains with no critical safety or security errors.

Assessments

Assessment	Type	Weight	Pass standard	Method & rubric
Front Office Knowledge Exam	Written exam	25%	75% or higher	A 50-question closed-book multiple-choice and short-answer exam covering guest cycle stages, reservation types, rate categories, night-audit purpose, and front desk legal and privacy responsibilities, aligned to AHLEI Front Desk Representative and Guest Service Professional exam content areas. Standard met · Safety · Time · Quality/finish · Documentation
Full Guest Cycle Skills Demonstration	Skills demonstration	45%	75% overall on instructor rubric with no critical errors in security or cashiering	Each student independently handles a complete guest cycle — reservation intake, check-in, mid-stay service request, complaint, and checkout with payment settlement — in the classroom PMS environment while the instructor evaluates accuracy, communication, and documentation using a standardized 20-point rubric. Standard met · Safety · Time · Quality/finish · Documentation
Front Desk Lab Log	Log	15%	All required entries present; 80% of entries rated 'proficient' or above by instructor	Students maintain a cumulative lab log throughout the course documenting their work in Lessons 5, 6, 7, and 10, including folio calculations, cashier reports, PMS screenshots, complaint logs, and shift handover reports; each entry must include a brief written reflection on what was done correctly and what would be improved. Standard met · Safety · Time · Quality/finish · Documentation
Front Desk Safety and Security Check	Safety audit	15%	100% on all critical safety items; overall checklist score of 80% or higher	Instructor administers a practical safety walkthrough of the simulated front desk: student must correctly identify ergonomic hazards, demonstrate proper key-control procedure, state the correct emergency notification sequence for at least two scenarios (fire, medical), and locate and complete an incident report form accurately — any critical safety item missed results in an automatic recheck before the student may proceed. Standard met · Safety · Time · Quality/finish · Documentation

HOS-HOTE29-03 Trade course

Housekeeping Operations

122 hr · ~~$1,610~~ COMPLIMENTARY

Students learn the full scope of hotel housekeeping operations, from guestroom cleaning sequences and laundry processing to chemical safety, inspection standards, and department supervision. Emphasis is placed on OSHA-compliant safe handling of cleaning chemicals and equipment, productivity benchmarks, and the guest-experience standards measured by AHLEI credentials. Graduates are prepared to work as room attendants, housekeeping supervisors, or laundry technicians in full-service and limited-service properties.

Outcomes

Execute a complete guestroom cleaning sequence — checkout and stayover — meeting a professional inspection standard of 90% or higher on a standardized checklist.
Identify, safely handle, and store housekeeping chemicals in compliance with OSHA Hazard Communication (HazCom) standards, including reading and applying SDS information.
Operate commercial laundry equipment and apply correct linen-processing procedures, including sorting, washing, drying, and finishing, with zero cross-contamination of soiled and clean linen.
Inspect guestrooms and public areas using a standardized scorecard and provide written corrective feedback consistent with AHLEI Hospitality Supervisor competencies.
Calculate productivity metrics including rooms-per-attendant-per-shift, labor cost per occupied room, and par-level linen inventory using trade-appropriate math.
Demonstrate correct injury-prevention techniques — ergonomic lifting, PPE selection, and equipment lockout — and respond appropriately to a bloodborne-pathogen exposure scenario.

Course text

How the course runs. 10 blocks: Department Structure, Career Paths, and AHLEI Credential Overview; OSHA HazCom, SDS Literacy, and Chemical Safety; Ergonomics, PPE Selection, and Bloodborne Pathogen Exposure Control; Cleaning Chemistry and Product Application Techniques; Guestroom Cleaning Sequence: Stayover and Checkout Rooms; Public Area and Back-of-House Cleaning; Commercial Laundry Operations and Linen Management; Equipment Operation, Preventive Care, and Lockout/Tagout; Housekeeping Math: Productivity, Inventory, and Scheduling; Room Inspection, Supervisor Communication, and Corrective Action.

What competent looks like. Execute a complete guestroom cleaning sequence — checkout and stayover — meeting a professional inspection standard of 90% or higher on a standardized checklist. Identify, safely handle, and store housekeeping chemicals in compliance with OSHA Hazard Communication (HazCom) standards, including reading and applying SDS information. Operate commercial laundry equipment and apply correct linen-processing procedures, including sorting, washing, drying, and finishing, with zero cross-contamination of soiled and clean linen. Inspect guestrooms and public areas using a standardized scorecard and provide written corrective feedback consistent with AHLEI Hospitality Supervisor competencies. Calculate productivity metrics including rooms-per-attendant-per-shift, labor cost per occupied room, and par-level linen inventory using trade-appropriate math. Demonstrate correct injury-prevention techniques — ergonomic lifting, PPE selection, and equipment lockout — and respond appropriately to a bloodborne-pathogen exposure scenario.

Lessons · 10 blocks

#	Lesson	Hr	Type	Objective	Activities	Materials	Check
1	Department Structure, Career Paths, and AHLEI Credential Overview	8	theory	Students will describe the organizational structure of a hotel housekeeping department and identify how AHLEI Guest Service Professional and Hospitality Supervisor exam domains align with housekeeping roles.	Annotate a housekeeping department org chart — from executive housekeeper to room attendant and laundry — labeling each role's core duties and reporting line. Compare two real-brand housekeeping job postings against AHLEI credential competency lists, highlighting matched and unmatched requirements in a T-chart. Group discussion: learners share any housekeeping or cleaning work experience and link personal tasks to formal departmental functions.	AHLEI Rooms Division Management textbook (current edition), sample hotel org charts, two printed job postings, AHLEI credential exam blueprint handout	Exit ticket: students correctly place six department roles on a blank org chart and name two AHLEI exam domains covered by housekeeping — 100% accuracy required before proceeding.
2	OSHA HazCom, SDS Literacy, and Chemical Safety	14	theory	Students will locate critical information on a Safety Data Sheet — including PPE requirements, first-aid measures, and spill procedures — and match four common housekeeping chemicals to their correct hazard category and required PPE.	SDS scavenger hunt: using real SDS sheets for a disinfectant, a degreaser, a glass cleaner, and a laundry bleach, students complete a structured worksheet extracting Sections 2, 4, 7, and 8 data. Role-play a chemical spill response: one student plays the attendant who discovers an overturned bottle of concentrated disinfectant; partner plays supervisor guiding evacuation, containment, and SDS consultation. Label a supply-closet diagram: students mark correct storage locations based on chemical compatibility rules and indicate secondary-containment and ventilation requirements.	Printed SDS packets for four products (instructor-sourced from manufacturer websites), OSHA HazCom 2012 quick-card, GHS pictogram poster, nitrile gloves, safety goggles, aprons	SDS worksheet scored with answer key — students must correctly identify all PPE, first-aid, and storage information for all four chemicals (90% correct) to pass; re-teach and re-test if below threshold.
3	Ergonomics, PPE Selection, and Bloodborne Pathogen Exposure Control	10	demo	Students will demonstrate correct body mechanics for making a bed and lifting a linen bag and select appropriate PPE for a bloodborne-pathogen scenario using OSHA Bloodborne Pathogens standard guidance.	Instructor demonstrates correct versus incorrect body mechanics (neutral spine, low squat lift, hip-hinge) for lifting a full linen bag; students repeat three times each under observation. Scenario cards: students draw a card describing a situation (e.g., discarded needle in sharps waste, blood on bathroom floor, vomit on carpet) and assemble the correct PPE from a supply table, then verbally explain disposal steps. PPE donning and doffing drill: students practice the sequence — gloves, gown, goggles — then removal without self-contamination, timed and evaluated by a peer checklist.	Weighted linen bag (approx. 25 lb), hotel-style bed with linens, nitrile gloves (various sizes), disposable gowns, safety goggles, sharps container, biohazard bags, OSHA Bloodborne Pathogens fact sheet	Instructor observes each student's lift technique (pass/fail on neutral-spine criteria) and scores PPE scenario card — must correctly select all required PPE and state correct disposal for their scenario; 100% on PPE selection required.
4	Cleaning Chemistry and Product Application Techniques	10	lab	Students will correctly dilute concentrated cleaning products using manufacturer dilution ratios, apply products using the correct dwell time and surface-contact technique, and avoid cross-contamination using a color-coded cloth system.	Dilution lab: using measured concentrates and water, students prepare three dilutions at instructor-specified ratios, verify concentration with a color-change test strip, and record results in a lab log. Surface-matching exercise: students receive six product samples and six surface type cards (porcelain, glass, laminate, grout, stainless steel, upholstery) and correctly pair product to surface, citing manufacturer guidance. Color-coded cloth drill: students set up a housekeeping cart with four microfiber colors (toilet, sink/vanity, mirror/glass, general surface) and practice a mock bathroom clean with zero color swap — instructor checks at three checkpoints.	Concentrated multipurpose cleaner, disinfectant, descaler, glass cleaner (training quantities), measuring cups, squirt bottles, test strips, color-coded microfiber cloths (four colors per student), mock bathroom surface props, lab log notebooks	Lab log entry verified against answer key for dilution ratios (must be within acceptable tolerance) and surface-matching (90% correct); color-coded cloth drill observed — zero cross-contamination errors required to pass.
5	Guestroom Cleaning Sequence: Stayover and Checkout Rooms	18	practice	Students will complete both a stayover and a checkout guestroom clean following a professional sequence — entry to exit — within a target time window and score 90% or higher on a standardized room-inspection checklist.	Instructor walk-through of the 14-step room-cleaning sequence (knock and announce, safety check, ventilate, strip, trash, make bed, dust high-to-low, clean bathroom, restock amenities, vacuum, final walk, secure room); students annotate a printed sequence card. Timed practice clean — checkout room: each student cleans a fully staged guestroom while an instructor or trained peer uses the standardized inspection checklist and calls time at the target mark; debrief identifies missed items. Stayover scenario: students reset the room to a 'guest still in residence' condition (personal items placed per a prop list), then complete a stayover clean, respecting guest property placement — peer inspects using the checklist.	Mock guestroom or fully furnished lab room, linen set (sheets, pillowcase, duvet), amenity kit, trash bags, housekeeping cart stocked per property standard, standardized room-inspection checklist (instructor-developed from AHLEI standards), timer	Inspection checklist score of 90% or higher on both room types; instructor also verifies correct entry procedure (knock/announce/safety check) — failure on safety entry is an automatic re-do regardless of score.
6	Public Area and Back-of-House Cleaning	10	practice	Students will clean and inspect a lobby, public restroom, corridor, and back-of-house area to brand standards, applying high-traffic surface protocols and completing an inspection log with corrective actions noted.	Lobby rotation: students rotate through four stations (entrance glass doors, lobby seating and hard floors, elevator interior, vending alcove) in 10-minute rounds, applying correct techniques and products for each surface type. Public restroom deep clean: following a posted cleaning sequence, students clean a multi-stall restroom — including toilet, urinal, sink, mirror, floor, and consumable restock — while an instructor scores against a restroom checklist. Inspection log exercise: students walk a simulated corridor with planted deficiencies (scuff marks, stained baseboard, burned-out light noted, gum on carpet) and document each finding with location, deficiency type, corrective action, and follow-up responsible party.	Mop and wringer bucket, microfiber mops, restroom cleaning supplies, wet-floor cones, inspection log forms, planted-deficiency corridor checklist, back-of-house area (break room or storage), PPE	Restroom checklist score 90% or higher; inspection log must include all planted deficiencies with complete corrective-action entries — missing any deficiency or omitting corrective action is a fail requiring redo of that section.
7	Commercial Laundry Operations and Linen Management	14	lab	Students will sort, process, and finish a complete laundry cycle using commercial washers and dryers, maintaining clean-linen quarantine from soiled linen at all times and correctly recording linen counts against par levels.	Sorting drill: students receive a mixed laundry cart (sheets, pillow protectors, towels, bath mats, food-and-beverage linens) and sort into correct categories, removing any damaged or stained pieces to a discard pile and logging each category count. Full processing cycle: students load commercial washer using correct chemical dispense sequence, select the appropriate cycle and temperature for each linen category, transfer to dryer, and finish (fold or flatwork press if available) — all steps logged in the lab notebook. Par-level inventory calculation: given a fictitious property with 80 rooms, a standard three-par linen system, and a linen-count handout, students calculate total par inventory needed and identify a shortage requiring a purchase requisition.	Commercial washer and dryer (or heavy-duty equivalent), soiled linen cart, clean linen cart, laundry chemicals (detergent, sour, softener — training quantities or simulated dispensing), flatwork folder or folding table, linen tally sheets, lab log, par-level worksheet	Lab log reviewed for complete and accurate cycle records; par-level calculation checked against answer key (must be correct within rounding); instructor observes clean/soiled separation throughout — any cross-contamination is an automatic fail requiring full lesson repeat.
8	Equipment Operation, Preventive Care, and Lockout/Tagout	10	demo	Students will perform a pre-use safety inspection on a commercial vacuum, floor scrubber, and housekeeping cart, and demonstrate the lockout/tagout procedure for a piece of housekeeping equipment using OSHA lockout/tagout standard guidance.	Equipment inspection stations: students rotate through three stations (upright vacuum, automatic floor scrubber, housekeeping cart) and complete a pre-use inspection checklist for each, flagging simulated defects planted by the instructor. Lockout/tagout demonstration and repeat: instructor demonstrates the lockout/tagout sequence for disconnecting and locking out a floor scrubber before removing a jammed brush; each student repeats the full sequence under observation. Preventive maintenance log: students review a fictitious 30-day equipment maintenance log with three incomplete entries and correct the missing information using manufacturer care guidelines provided.	Commercial upright vacuum, floor scrubber (or trainer mockup), housekeeping cart, lockout/tagout locks and tags (one per student), simulated equipment defect cards, pre-use inspection checklists, OSHA lockout/tagout quick-card, manufacturer equipment manuals	Each student's lockout/tagout sequence scored pass/fail against a six-step checklist — must complete all six steps correctly to pass; equipment inspection checklist must identify 100% of planted defects; any missed safety step requires immediate re-demonstration.
9	Housekeeping Math: Productivity, Inventory, and Scheduling	12	theory	Students will accurately calculate rooms-per-attendant-per-shift, labor cost per occupied room, and linen par inventory for a given property scenario, applying results to build a one-day room attendant schedule.	Worked-example set: instructor walks through three calculations on the board — rooms-per-attendant ratio, labor-cost-per-occupied-room, and par-level inventory — using a fictional 120-room property; students solve parallel problems on a worksheet. Scheduling simulation: given an occupancy forecast of 85 rooms, a rooms-per-attendant standard of 15, and a shift length, students determine attendant headcount needed, assign rooms across attendants on a room assignment sheet, and flag any coverage gaps. Error-finding exercise: students receive a pre-built schedule with three math errors and two scheduling conflicts and must identify and correct all five, explaining their corrections in writing.	Calculator, printed property scenario packet (occupancy data, wage rate, linen counts), room assignment grid, scheduling worksheet, error-finding exercise sheet, AHLEI Rooms Division Management textbook chapter on productivity	Productivity worksheet scored against answer key — 90% correct required; scheduling simulation evaluated for correct headcount and complete room coverage with no gaps — any coverage gap or math error exceeding 5% is flagged for re-work.
10	Room Inspection, Supervisor Communication, and Corrective Action	16	field	Students will conduct a full supervisor-level room inspection using a standardized scorecard, document deficiencies with specific, actionable written feedback, and role-play a corrective coaching conversation with a room attendant in compliance with AHLEI Hospitality Supervisor competencies.	Live inspection round: working in pairs (one as supervisor, one as attendant), students inspect three staged rooms — one passing, one with five planted deficiencies, one with a safety hazard — using the standardized scorecard and completing a written inspection report for each. Written feedback drafting: for each deficiency found, students write a corrective-action note in professional language (specific location, issue, expected standard, correction required, deadline) — notes are peer-reviewed for clarity and specificity. Coaching role-play: student-supervisor delivers feedback from the inspection report to the student-attendant using a structured approach (describe behavior, state standard, agree on correction); instructor observes and scores on a communication rubric assessing clarity, respect, and specificity.	Three staged guestrooms with planted deficiencies and one safety hazard prop, standardized inspection scorecard (instructor-developed), corrective-action note template, communication rubric, AHLEI Hospitality Supervisor study guide chapter on coaching and discipline	Inspection scorecard must identify 90% of planted deficiencies including 100% of safety hazards; written corrective-action notes scored on specificity rubric (must meet standard on all three criteria); coaching role-play must receive passing score on communication rubric from instructor.

Assessments

Assessment	Type	Weight	Pass standard	Method & rubric
Housekeeping Operations Knowledge Exam	Written exam	25%	75% or higher (must score 100% on all chemical safety and bloodborne pathogen questions to pass regardless of total score)	A 60-question written exam covering department structure, OSHA HazCom and SDS interpretation, cleaning chemistry and dilution, laundry processes, productivity calculations, linen par levels, and AHLEI Front Desk Representative and Guest Service Professional knowledge domains as they relate to housekeeping. Questions are multiple choice and short answer, matching the format and rigor of AHLEI credential exams. Standard met · Safety · Time · Quality/finish · Documentation
Guestroom Cleaning and Inspection Skills Demonstration	Skills demonstration	45%	Student's room clean scores 90% or higher on the standardized inspection checklist AND student correctly inspects a second staged room identifying at least 90% of planted deficiencies and all safety hazards	Students complete a timed checkout-room clean under live instructor observation, then immediately switch roles to inspect a second staged room using the standardized scorecard and submit a written inspection report with corrective actions. Both the cleaning performance and the inspection accuracy are evaluated together as a single integrated skills demonstration aligned to AHLEI Hospitality Supervisor and Guest Service Professional competency areas. Standard met · Safety · Time · Quality/finish · Documentation
Housekeeping Lab Log Portfolio	Log	15%	All eight required lab log entries submitted; each entry scores 80% or higher on the lab log rubric; no entries show unsatisfactory safety compliance ratings	Students maintain a lab log throughout the course recording their dilution calculations, linen-processing cycle data, equipment inspection findings, and productivity math from each lab and practice session. The completed portfolio is reviewed at course end against a rubric assessing accuracy, completeness, correct units, and documentation of any deviations or corrective actions taken during the lab. Standard met · Safety · Time · Quality/finish · Documentation
Chemical and Equipment Safety Check	Safety audit	15%	100% on all critical safety behaviors (pass/fail per item); no single critical item may be missed — any fail requires immediate remediation and re-evaluation before the student may continue in the program	A structured safety evaluation in which the instructor observes each student read an SDS for an unfamiliar product, select correct PPE, safely dilute and apply the product, and perform the lockout/tagout sequence on a piece of floor equipment. Scored on a binary pass/fail checklist for each critical behavior, this assessment directly aligns with OSHA HazCom, Bloodborne Pathogens, and lockout/tagout standards and satisfies the program's mandatory safety-competency gate for AHLEI credential candidacy. Standard met · Safety · Time · Quality/finish · Documentation

HOS-HOTE29-04 Trade course

Hotel Revenue Management

122 hr · ~~$1,610~~ COMPLIMENTARY

This course covers the principles and practical skills of hotel revenue management, including demand forecasting, pricing strategy, distribution channel management, and performance analysis using industry-standard metrics. Students learn to apply yield management techniques to maximize rooms revenue and occupancy across varying demand periods. Lessons are mapped to AHLEI Hospitality Supervisor and Front Desk Representative exam competency areas related to pricing, reservations, and financial reporting.

Outcomes

Calculate and interpret key revenue performance metrics including ADR, RevPAR, and occupancy percentage to evaluate hotel financial performance.
Apply yield management principles to recommend rate strategies that balance occupancy and average daily rate across demand periods.
Analyze a hotel's competitive set using a STAR report and identify opportunities to improve market penetration and revenue index.
Explain the function and management of primary distribution channels including OTAs, GDS, voice reservations, and direct booking.
Construct a basic demand forecast using historical occupancy data, booking pace, and local market factors.
Produce a concise revenue management report with rate recommendations, supported by data, and present findings clearly to a simulated management audience.

Course text

How the course runs. 10 blocks: Foundations of Hotel Revenue Management; Core Revenue Metrics: Occupancy, ADR, and RevPAR; Pricing Strategy and Rate Structures; Demand Forecasting Basics; Distribution Channels and Online Travel Agencies; Competitive Set Analysis and the STAR Report; Length-of-Stay Controls and Inventory Management; Food, Beverage, and Ancillary Revenue Streams; Revenue Management Technology and Reporting Tools; Integrated Revenue Management Case Study and Presentation.

What competent looks like. Calculate and interpret key revenue performance metrics including ADR, RevPAR, and occupancy percentage to evaluate hotel financial performance. Apply yield management principles to recommend rate strategies that balance occupancy and average daily rate across demand periods. Analyze a hotel's competitive set using a STAR report and identify opportunities to improve market penetration and revenue index. Explain the function and management of primary distribution channels including OTAs, GDS, voice reservations, and direct booking. Construct a basic demand forecast using historical occupancy data, booking pace, and local market factors. Produce a concise revenue management report with rate recommendations, supported by data, and present findings clearly to a simulated management audience.

Lessons · 10 blocks

#	Lesson	Hr	Type	Objective	Activities	Materials	Check
1	Foundations of Hotel Revenue Management	9	theory	Students will define revenue management and explain why hotels apply yield management principles to rooms inventory.	Read and annotate excerpts from AHLEI's 'Hotel Revenue Management' reference text covering the history and purpose of yield management in lodging. Complete a guided note-taking exercise comparing airline yield management to hotel yield management, identifying similarities and key differences. Participate in a whole-class discussion using real published hotel case examples to explain how supply and demand drive rate decisions.	AHLEI Hotel Revenue Management textbook, whiteboard, printed supply-and-demand scenario cards, internet access for published lodging news articles	10-question written quiz on definitions (revenue management, yield management, perishable inventory, demand elasticity); passing score 75%.
2	Core Revenue Metrics: Occupancy, ADR, and RevPAR	13	lab	Students will correctly calculate occupancy percentage, Average Daily Rate, and Revenue Per Available Room using sample hotel data.	Instructor demonstrates each formula step-by-step using a projected sample daily report; students follow along calculating values on provided worksheets. Students work in pairs to complete a 20-row spreadsheet lab in which they calculate occupancy, ADR, and RevPAR for a simulated 7-day period using provided rooms-sold and revenue figures. Students identify and correct three intentionally embedded formula errors in a peer group's completed spreadsheet, then explain the correction in writing.	Spreadsheet software (Google Sheets or Excel), printed and digital sample daily revenue reports, AHLEI formula reference card, calculators	Scored spreadsheet lab: all 20 calculations must be within rounding tolerance; score of 80% or higher (16/20 correct) required to advance.
3	Pricing Strategy and Rate Structures	11	theory	Students will distinguish among rack rate, negotiated rate, corporate rate, group rate, and promotional rate, and explain when each is applied.	Instructor presents a rate-structure hierarchy using a sample hotel's rate table; students label and define each rate category in their notes. Students analyze three printed hotel booking scenarios and select the appropriate rate category for each guest segment, justifying their choice in writing. Small groups role-play a front desk rate-quoting interaction in which the agent must select the correct rate tier based on guest affiliation and dates presented on a cue card.	Sample hotel rate tables, role-play cue cards, AHLEI Front Desk Representative study guide (rate and reservations section), whiteboard	Written scenario analysis graded by rubric: correct rate selection and written justification for all three scenarios required; 2 out of 3 correct at 75% rubric score to pass.
4	Demand Forecasting Basics	13	practice	Students will construct a short-term occupancy forecast using historical occupancy data, current booking pace, and identified local demand generators.	Instructor walks through a sample 14-day booking pace report, demonstrating how to read pickup trends and identify soft versus strong demand periods. Students use a provided dataset of 30 days of historical occupancy figures to calculate average occupancy by day of week and identify seasonal patterns. Students draft a written 7-day occupancy forecast for a simulated hotel property, incorporating historical averages, a community events calendar, and a competitor rate screen, then defend their forecast to a small peer group.	Printed historical occupancy datasets, local community events calendar (real or simulated), spreadsheet software, booking pace worksheet templates, AHLEI textbook demand forecasting chapter	Forecast worksheet and written defense evaluated by instructor rubric: forecast figures must be logically supported by data; 75% rubric score required.
5	Distribution Channels and Online Travel Agencies	11	theory	Students will describe the major hotel distribution channels and explain how channel mix and commission costs affect net revenue.	Students map the major booking channels (direct web, voice, OTA, GDS, walk-in) on a blank distribution channel diagram and note the typical cost or commission structure associated with each. Class examines two real OTA listing pages for the same hotel on different dates and discusses rate parity requirements and how they are maintained. Students complete a net revenue calculation exercise comparing the revenue retained from a direct booking versus an OTA booking at the same gross rate, accounting for commission, and write a one-paragraph interpretation of the difference.	Printed OTA screenshots (Booking.com, Expedia examples), distribution channel diagram worksheet, AHLEI textbook, internet access for live OTA browsing demo	Net revenue calculation exercise and written paragraph: calculation must be arithmetically correct and paragraph must correctly identify the channel cost impact; 75% score to pass.
6	Competitive Set Analysis and the STAR Report	11	demo	Students will read a sample STR STAR report and correctly identify a hotel's occupancy index, ADR index, and RevPAR index relative to its competitive set.	Instructor demonstrates how to locate and read each index on a sample STAR report, explaining what values above, at, or below 100 indicate about competitive performance. Students work individually to answer a guided-reading question set tied to a provided sample STAR report, identifying which periods the hotel outperformed and underperformed its comp set. Students write a brief (one-page) competitive performance summary memo using the sample STAR data, formatted as a report to a simulated general manager.	Sample STR STAR report (publicly shared educational version or instructor-created facsimile), guided question worksheet, memo format template, AHLEI revenue management text	Guided question set scored at 75% or higher; memo evaluated for accurate index interpretation and professional format by instructor rubric.
7	Length-of-Stay Controls and Inventory Management	9	theory	Students will explain how minimum length-of-stay restrictions, close-to-arrival controls, and overbooking strategies are used to optimize revenue during high-demand periods.	Students read the inventory controls chapter from the AHLEI revenue management text and create a comparison chart of each control type, its purpose, and a hotel scenario where it would be applied. Instructor presents a simulated high-demand weekend scenario (e.g., a major local event); students recommend and justify which controls to apply using the comparison chart as a reference. Students debate in small groups the ethical and practical risks of deliberate overbooking, referencing AHLEI guest service standards and the front desk representative's role in managing walk situations.	AHLEI Hotel Revenue Management textbook, comparison chart template, projected event scenario handout, whiteboard for debate notes	Written recommendation and justification for the high-demand scenario evaluated by rubric: must correctly identify at least two appropriate controls with logical support; 75% rubric score required.
8	Food, Beverage, and Ancillary Revenue Streams	9	theory	Students will identify the major ancillary revenue centers in a full-service hotel and explain how total revenue management integrates rooms and non-rooms revenue into performance analysis.	Students review a sample hotel profit-and-loss summary identifying rooms, food and beverage, parking, spa, and meeting revenue lines, and calculate each department's share of total revenue. Instructor leads a discussion on upselling and cross-selling opportunities at the front desk (room upgrades, restaurant packages, spa add-ons) tied to AHLEI Guest Service Professional competency areas. Students script and rehearse a 90-second front desk upsell pitch for a room upgrade and a restaurant package, then perform it for a peer evaluator using a provided checklist.	Sample hotel P&L summary, upsell checklist rubric, AHLEI Guest Service Professional study guide (upselling section), role-play cue cards	Peer and instructor evaluation of upsell pitch using checklist; must include accurate product description, guest benefit statement, and professional tone; 75% checklist score required.
9	Revenue Management Technology and Reporting Tools	13	lab	Students will navigate a simulated property management system revenue dashboard and generate a basic daily revenue report from entered data.	Instructor demonstrates key revenue-related screens in a training PMS environment (simulated or demo version), showing how rooms revenue, occupancy, and ADR are displayed and exported. Students enter one week of simulated occupancy and rate data into the training PMS or a structured spreadsheet template configured to replicate a PMS dashboard, then generate and print the resulting daily revenue summary. Students cross-check their generated report against a provided answer key, identify any discrepancies, and write a brief explanation of what caused each error and how it would affect decision-making.	Training PMS demo environment or instructor-built spreadsheet dashboard, simulated occupancy and rate data set, printed answer key, spreadsheet software	Generated report accuracy checked against answer key: 90% of data fields must be correct; written error analysis must correctly explain each identified discrepancy; both components must meet standard to pass.
10	Integrated Revenue Management Case Study and Presentation	23	practice	Students will analyze a multi-week revenue management scenario, develop a written rate strategy recommendation, and present their findings and rationale to a simulated hotel leadership team.	Students receive a comprehensive packet containing four weeks of historical occupancy, an ADR trend report, a sample STAR report, an upcoming events calendar, and current OTA rate screens for a simulated hotel; they analyze all materials to identify revenue opportunities and threats. Students draft a two- to three-page written revenue strategy report including a demand forecast, proposed rate actions by day of week, recommended channel mix adjustments, and projected RevPAR impact, using the formats practiced in earlier lessons. Students present their strategy in a 10-minute formal presentation to the instructor and two peers acting as the general manager and director of sales, respond to at least three evaluator questions, and submit all supporting documentation for grading.	Comprehensive scenario packet, presentation software (PowerPoint or Google Slides), written report template, instructor and peer evaluation rubrics, spreadsheet software	Written report scored by instructor rubric (accuracy of analysis, completeness, professional format) and presentation scored by evaluator rubric (clarity, data support, response to questions); both components must achieve 75% to pass.

Assessments

Assessment	Type	Weight	Pass standard	Method & rubric
Revenue Management Knowledge Exam	Written exam	25%	75% (38/50 questions correct)	A 50-question written exam covering revenue management terminology, metric formulas (ADR, RevPAR, occupancy), rate structures, distribution channels, STAR report interpretation, and inventory controls, mapped to AHLEI Hospitality Supervisor and Front Desk Representative exam competency areas. Students have 90 minutes to complete the exam; no open-book materials are permitted. Standard met · Safety · Time · Quality/finish · Documentation
Rate Strategy Skills Demonstration	Skills demonstration	45%	75% on the evaluator rubric across all four scored dimensions	Students receive a demand scenario packet and must verbally walk the instructor through their rate recommendation, channel selection, and occupancy forecast in a structured 15-minute demonstration, responding to at least two instructor challenges to their logic. The rubric scores accuracy of metric use, soundness of rate strategy, quality of forecast rationale, and professional communication. Standard met · Safety · Time · Quality/finish · Documentation
Revenue Calculations Lab Log	Log	15%	80% overall score across all submitted lab worksheets	A compiled portfolio of all graded lab worksheets completed during the course, including the ADR/RevPAR/occupancy spreadsheet lab, the net revenue channel comparison exercise, the demand forecast worksheet, and the PMS report generation lab. Each worksheet is graded for arithmetic accuracy and correct interpretation; the portfolio score is the average of all individual worksheet scores. Standard met · Safety · Time · Quality/finish · Documentation
Workplace Safety and Professional Standards Check	Safety audit	15%	100% on critical safety items; 75% on professional conduct items	An instructor-observed check verifying that students consistently follow data security and guest privacy protocols when handling rate and reservation data (critical items), and demonstrate professional conduct standards consistent with AHLEI Guest Service Professional competencies during all role-play and presentation activities (conduct items). Any critical item failure requires remediation and recheck before course completion is awarded. Standard met · Safety · Time · Quality/finish · Documentation

HOS-HOTE29-05 Trade course

Guest Services Operations

121 hr · ~~$1,595~~ COMPLIMENTARY

This course develops the knowledge and hands-on skills required to deliver consistent, professional guest service across all hotel departments, from arrival through departure. Students practice communication, complaint resolution, concierge functions, accessibility compliance, and service recovery using real hotel scenarios and role-play. Lesson content maps directly to the AHLEI Guest Service Professional and AHLEI Hospitality Supervisor credential exam domains.

Outcomes

Apply the service cycle model to anticipate and fulfill guest needs at each stage of the hotel stay, meeting or exceeding department service standards.
Demonstrate professional verbal and nonverbal communication techniques when greeting, assisting, and following up with guests from diverse backgrounds.
Execute a documented service-recovery process that acknowledges a guest complaint, resolves the issue within authority, and records the outcome in a log.
Identify ADA accessibility requirements and guest accommodation obligations relevant to lodging operations and apply them during simulated guest interactions.
Operate concierge and bell/door service functions including luggage handling, local-area recommendations, and transportation coordination.
Apply OSHA general-industry hazard awareness, personal protective equipment selection, and emergency response procedures specific to guest-services areas.

Course text

How the course runs. 10 blocks: The Guest Service Cycle and the Hospitality Mindset; Professional Communication: Verbal, Nonverbal, and Written; Safety in Guest-Services Areas: OSHA Awareness and Emergency Procedures; Diversity, Equity, and Accessibility in Guest Services; Complaint Handling and Service Recovery; Concierge Services: Local Knowledge, Reservations, and Referrals; Bell and Door Services: Luggage Handling and Safe Ergonomic Practices; Guest Technology Touchpoints: Self-Service, Mobile Check-In, and Digital Requests; VIP and Loyalty Guest Services; Integrated Guest Services Simulation: Full-Shift Scenario.

What competent looks like. Apply the service cycle model to anticipate and fulfill guest needs at each stage of the hotel stay, meeting or exceeding department service standards. Demonstrate professional verbal and nonverbal communication techniques when greeting, assisting, and following up with guests from diverse backgrounds. Execute a documented service-recovery process that acknowledges a guest complaint, resolves the issue within authority, and records the outcome in a log. Identify ADA accessibility requirements and guest accommodation obligations relevant to lodging operations and apply them during simulated guest interactions. Operate concierge and bell/door service functions including luggage handling, local-area recommendations, and transportation coordination. Apply OSHA general-industry hazard awareness, personal protective equipment selection, and emergency response procedures specific to guest-services areas.

Lessons · 10 blocks

#	Lesson	Hr	Type	Objective	Activities	Materials	Check
1	The Guest Service Cycle and the Hospitality Mindset	11	theory	Students will describe each stage of the guest service cycle—pre-arrival, arrival, occupancy, and departure—and explain how staff actions at every stage affect guest satisfaction scores.	Read and annotate the AHLEI Guest Service in the Hospitality Industry chapter covering the service cycle; students write a one-page summary linking each stage to a specific staff role (front desk, bell, concierge, housekeeping liaison). In small groups, students map a fictional guest's 48-hour stay on a journey-map poster, identifying ten moments of truth and rating each as a potential satisfaction driver or risk, then present findings to the class. Individual reflection journal: students describe a personal guest-service experience (as a consumer), evaluate it against the service cycle model, and propose one improvement per stage.	AHLEI 'Guest Service in the Hospitality Industry' textbook, blank journey-map templates, markers, whiteboard, student journals	Completed journey-map poster correctly identifies all four cycle stages and at least eight realistic moments of truth; instructor scores using a 10-point rubric with a minimum pass of 7/10.
2	Professional Communication: Verbal, Nonverbal, and Written	12	demo	Students will demonstrate professional verbal phrasing, appropriate nonverbal cues, and clear written guest communications across in-person, phone, and email scenarios.	Instructor models three interactions—in-person greeting, phone inquiry, and a written room-ready email—highlighting posture, tone, vocabulary choice, and grammar; students score each using a provided rubric and discuss discrepancies. Paired role-play: one student acts as front-desk agent, the other as a guest with a special request (late checkout, dietary need); students swap roles twice and self-evaluate using a verbal-communication checklist covering eye contact, open body language, positive language, and closure phrase. Students draft a guest-welcome email and a post-stay follow-up email using a hotel letterhead template; peers proofread for tone, grammar, spelling, and brand-appropriate language before the instructor reviews final drafts.	AHLEI textbook chapter on communication skills, phone headset props, hotel letterhead email template, communication rubric, mirror station for self-observation	Role-play scored by instructor on a 12-point rubric (greeting, active listening, positive language, closure, nonverbal); written emails pass proofreader checklist with no more than two minor errors; minimum pass 75% on rubric.
3	Safety in Guest-Services Areas: OSHA Awareness and Emergency Procedures	12	lab	Students will identify common OSHA general-industry hazards in lobby, bell, and concierge areas, select correct PPE, and demonstrate the steps of emergency response procedures including evacuation and first-aid hand-off.	Instructor-led walkthrough of a simulated lobby set identifying slip/trip hazards, heavy luggage manual-handling risks, chemical spill exposure (cleaning agents near entrance mats), and electrical hazards at the bell desk; students complete a hazard-identification worksheet and match each hazard to its OSHA general-industry standard category. PPE selection drill: students match five guest-services scenarios (broken glass, chemical spill, suspected biohazard on linens, heavy cart push, noisy loading dock) to the correct PPE from a supply table (cut-resistant gloves, nitrile gloves, safety shoes, high-visibility vest, ear protection) and justify choices in writing. Tabletop emergency drill: instructor reads aloud a fire-alarm scenario; students sequence the 10-step evacuation procedure for a lobby with mobility-impaired guests, then repeat for a medical emergency including calling 911, performing hands-only CPR on a manikin, and documenting the incident on a sample form.	OSHA 10 General Industry student workbook, PPE samples (gloves, eye protection, safety shoes, ear protection), CPR manikin, AED trainer, hazard-identification worksheet, sample incident report form, simulated lobby props	Hazard worksheet: 80% correct identification and standard category match. PPE drill: 100% correct PPE selected for biohazard and chemical scenarios (safety-critical items are pass/fail). CPR skills: correct compression rate and depth observed by instructor for at least 10 consecutive compressions—no partial credit on CPR.
4	Diversity, Equity, and Accessibility in Guest Services	12	theory	Students will explain ADA accessibility requirements relevant to lodging, identify culturally responsive service practices, and describe accommodation request procedures for guests with disabilities.	Case-study analysis: students read three short hotel scenarios involving guests with mobility, sensory, and cognitive accessibility needs; for each case they identify what accommodations are legally required versus those that exceed the legal baseline as hospitality best practice, citing ADA Title III lodging provisions in general terms. Guest diversity panel discussion facilitated by instructor using role cards representing guests from eight different cultural backgrounds and language preferences; students practice adapting greeting style, communication pace, and service offer language for each profile, then debrief on bias and assumptions. Students complete a written accommodation-request form for a simulated guest who has requested a roll-in shower, visual-alert smoke detector, and a refrigerator for medication; they cross-reference the hotel's sample accessible-room inventory sheet to confirm availability and document the reservation note.	ADA Title III lodging summary handout (DOJ plain-language version), AHLEI textbook diversity chapter, sample accessible-room inventory sheet, accommodation-request form template, role-card set	Written accommodation form completed accurately with all three requests documented correctly and no legally required item omitted; case-study written responses score at least 75% on a 12-point rubric assessing legal accuracy, empathy language, and practical solution.
5	Complaint Handling and Service Recovery	13	practice	Students will execute a structured five-step service-recovery process—Listen, Apologize, Solve, Thank, Follow-up (LAST+F)—to resolve guest complaints within their authority level and document outcomes.	Instructor demonstrates the LAST+F model using two complaint scenarios (noisy room, missing reservation) with a deliberate misstep in one; students identify the error and correct it using the model framework, discussing escalation thresholds and what a supervisor can authorize versus a front-line agent. Rotating role-play stations: six complaint scenarios (billing error, slow housekeeping, broken amenity, front-desk attitude complaint, overbooked situation, food-allergy miscommunication in café) are posted at stations; student pairs rotate every eight minutes practicing agent and guest roles; instructor circulates and scores one exchange per student. Students complete a service-recovery log for three assigned scenarios documenting: guest name (fictional), complaint date/time, category, action taken, authorization level used, resolution offered, follow-up method, and guest response; log is formatted to match a sample hotel incident-tracking template.	AHLEI complaint-handling chapter, LAST+F model poster, role-play scenario cards, service-recovery log template, station timer, instructor scoring rubric	Role-play scored on a 15-point rubric (listening cues, apology language, solution offered within authority, thank-you close, follow-up stated); minimum pass 75%. Service-recovery log: all three entries complete and correctly categorized—any missing resolution field requires resubmission.
6	Concierge Services: Local Knowledge, Reservations, and Referrals	12	practice	Students will provide accurate local-area recommendations, make a restaurant reservation by phone on a guest's behalf, and produce a written concierge referral card meeting hotel presentation standards.	Research project: using publicly available resources, each student builds a one-page 'local area brief' covering five dining options (varied price points), three cultural attractions, two transportation options (taxi/rideshare and public transit), and one medical facility near a chosen hotel market; instructor reviews for accuracy and professional formatting. Live phone practice: instructor or student partner plays a restaurant host; students call to make a reservation for two guests including a dietary restriction (gluten-free), confirm details, and read back the confirmation—recorded for self-review and instructor scoring. Students produce a printed concierge referral card for a guest requesting a romantic dinner reservation: card includes restaurant name, address, reservation time, dress code note, dietary accommodation confirmed, and a personalized welcome note from the 'concierge'; evaluated against a hotel brand-standard sample card.	Local area brief template, sample hotel concierge referral card, phone or headset, publicly available restaurant/attraction listings, printer, hotel brand-standard reference card	Phone reservation role-play scored on a 10-point checklist (greeting, guest name used, dietary need communicated, confirmation read back, professional close); minimum 8/10. Referral card contains all required fields with no factual omissions—missing dietary confirmation is an automatic resubmission.
7	Bell and Door Services: Luggage Handling and Safe Ergonomic Practices	12	lab	Students will demonstrate correct luggage-handling ergonomics, baggage-claim ticket procedures, and bell-cart loading techniques that prevent injury and protect guest property.	Instructor demonstrates OSHA-aligned manual-lifting technique (feet shoulder-width, squat, keep load close, pivot not twist) using weighted luggage; students practice the lift with instructor spotting and correct each other using a five-point ergonomics checklist before handling any load over 25 lb. Bell-cart loading lab: students load a cart with six mixed items (hard-shell suitcase, garment bag, backpack, hat box, stroller, golf bag) using correct weight-distribution and fragile-item placement rules; they tag each item with a sample baggage-claim ticket, record items on a luggage log, and wheel the cart across a 30-foot course without item shift or cart tip. Lost-luggage scenario: students receive a guest complaint that a tagged bag cannot be located; they follow the sample hotel lost-luggage procedure (search log, incident report, escalation call to front desk) and practice the guest communication script explaining next steps without blaming staff.	Bell cart, weighted luggage set (suitcases, bags of varied sizes), sample baggage-claim tags, luggage log template, OSHA manual-handling guidance handout, lost-luggage procedure flowchart, incident report form	Ergonomics checklist: student must score 5/5 on lift technique before handling loads over 25 lb—safety-critical, no partial pass. Cart-loading lab: all items tagged, log completed, no item shift on test course; scored 8/10 minimum on a 10-point rubric.
8	Guest Technology Touchpoints: Self-Service, Mobile Check-In, and Digital Requests	12	demo	Students will guide a guest through mobile check-in, a self-service kiosk workflow, and a digital-request submission using simulated hotel technology tools.	Instructor demonstrates a simulated mobile check-in app workflow (pre-arrival confirmation, digital key issuance, room-type selection) on a tablet; students follow along on their own devices using a training-mode demo app or screenshot walkthrough PDF, completing each step and noting where guests typically need agent assistance. Kiosk role-play: using a simulated kiosk interface (tablet or computer display with a kiosk-skin template), students guide a classmate playing a technologically inexperienced guest through check-in, room upgrade selection, and receipt printing; they practice patience phrasing and offer the fallback of agent-assisted check-in. Digital-request lab: students receive three guest text/app requests (extra towels, wake-up call, late checkout inquiry) via a simulated messaging board; they respond to each within a two-minute target, using professional grammar and a confirmation close, then log each request on a tracking sheet.	Tablet devices or laptop with kiosk-skin template, simulated mobile check-in app or screenshot PDF, digital-request messaging board simulation, request tracking sheet, professional-response language guide	Digital-request responses scored on a 9-point rubric (response time within target, professional tone, accurate information, confirmation close—3 points each); minimum 7/9. Kiosk demonstration: student successfully completes all four kiosk steps with a novice-guest partner within eight minutes—timed pass/fail benchmark.
9	VIP and Loyalty Guest Services	13	practice	Students will design and execute a VIP arrival sequence including pre-arrival amenity setup, personalized greeting, and loyalty-program benefit fulfillment in accordance with a simulated brand standard.	Review of a sample hotel brand standard for a VIP arrival (amenity card, room inspection checklist, welcome letter template, loyalty-tier benefit sheet); students annotate the document identifying which actions are required versus discretionary, then quiz each other on loyalty-tier benefit differences (points, upgrades, late checkout eligibility) using flash cards. VIP arrival simulation: instructor assigns student pairs roles of arriving VIP guest and front-desk/concierge agent; agent must confirm loyalty number, acknowledge tier status, communicate confirmed upgrade (or explain limitation), escort guest to amenity-ready room, and present welcome amenity with a scripted but personalized welcome; scored live by instructor. Students write a VIP pre-arrival profile form for a returning guest whose preference history includes a high floor, hypoallergenic bedding, early morning newspaper, and a birthday amenity during this stay; form must include action owner (who arranges each item) and completion deadline relative to arrival time.	Sample hotel VIP brand standard document, loyalty-tier benefit comparison sheet, welcome letter template, amenity card samples, VIP pre-arrival profile form template, role-play name badges	VIP simulation scored on a 15-point rubric (loyalty acknowledgment, benefit communication accuracy, personalized welcome, amenity presentation, professional close); minimum pass 12/15. Pre-arrival profile: all four preferences assigned to a named responsible role with a realistic deadline—any unassigned item requires resubmission.
10	Integrated Guest Services Simulation: Full-Shift Scenario	12	field	Students will manage a simulated four-hour guest-services shift handling a concurrent mix of arrivals, complaints, concierge requests, VIP interactions, and emergency cues, demonstrating competence across all course skill areas.	Pre-shift briefing: students review a shift handover sheet listing four VIP arrivals, two unresolved complaints from prior shift, and a scheduled group check-in; they assign tasks among a three-person team, identify PPE needs for a reported lobby spill in the scenario, and verbalize the LAST+F approach for each carry-over complaint. Live simulation run: instructor and classmates rotate through nine guest encounter stations (VIP arrival, luggage storage request, irate guest at front desk, concierge dinner reservation, ADA accommodation request, digital-request queue, kiosk-assist, lost luggage, evacuation cue) timed over 90 minutes; each student handles at least four stations as lead agent. Post-shift debrief and documentation: students complete a shift summary log (encounters handled, resolutions, escalations, safety actions taken), conduct a peer-feedback round using a structured observation form, and each student writes a one-page self-assessment identifying two strengths and two areas for continued practice.	Shift handover sheet, station scenario cards, luggage carts, bell props, concierge desk setup, simulated kiosk, LAST+F reference card, shift summary log template, peer observation form, PPE supplies	Instructor scores each student's lead-agent encounters on a 20-point holistic rubric covering safety response, communication professionalism, service-cycle awareness, and documentation accuracy; minimum pass 15/20. Shift summary log must be complete—any blank resolution field is an automatic resubmission.

Assessments

Assessment	Type	Weight	Pass standard	Method & rubric
Guest Services Knowledge Exam	Written exam	25%	75% correct (38/50 questions)	A 50-question multiple-choice and short-answer exam covering the guest service cycle, communication principles, ADA lodging requirements, complaint-handling models, concierge functions, VIP and loyalty protocols, and safety/OSHA awareness in guest-services areas; questions are drawn from AHLEI Guest Service Professional and Hospitality Supervisor exam content domains. Standard met · Safety · Time · Quality/finish · Documentation
Integrated Guest Services Skills Demonstration	Skills demonstration	45%	75% on a 40-point rubric (30/40 points); any safety-critical item must be fully correct regardless of overall score	Students are observed during the Lesson 10 full-shift simulation and one additional 20-minute individual scenario assigned by the instructor; the rubric evaluates greeting and communication, service-recovery execution, concierge or VIP task completion, luggage handling ergonomics, and professional documentation, with safety items scored as mandatory pass/fail gates. Standard met · Safety · Time · Quality/finish · Documentation
Guest Services Lab Log	Log	15%	All 10 lesson activity logs submitted; average score of 75% across graded entries; no safety-critical entry left blank	Students maintain a running lab log throughout the course documenting key activities from each lesson—hazard-identification worksheets, service-recovery logs, luggage logs, digital-request tracking sheets, VIP pre-arrival profiles, and shift summary forms—providing an evidence portfolio that maps directly to AHLEI credential competency areas. Standard met · Safety · Time · Quality/finish · Documentation
Safety and PPE Compliance Check	Safety audit	15%	100% correct selection on all safety-critical PPE scenarios; 80% minimum on the full 10-item safety checklist	A structured practical check administered during Lesson 3 and re-verified during the Lesson 10 simulation: the instructor presents five hazard scenarios and observes PPE selection, manual-lifting technique, emergency-response sequencing, and incident-form completion; biohazard PPE selection and CPR technique are hard pass/fail items with no partial credit, consistent with OSHA general-industry safety standards. Standard met · Safety · Time · Quality/finish · Documentation

HOS-HOTE29-06 Trade course

Property Management Systems (PMS) for Hotel Operations

121 hr · ~~$1,595~~ COMPLIMENTARY

This course provides hands-on training in the hotel property management system as the central technology hub connecting front office, housekeeping, revenue management, and guest services. Students learn to perform every guest-cycle transaction — from reservation creation through checkout and night audit — using industry-standard PMS software, and apply data from system reports to support operational decisions. Lessons are mapped to AHLEI Front Desk Representative and Hospitality Supervisor exam competency areas.

Outcomes

Perform the full guest cycle (reservation, check-in, in-stay postings, checkout, and night audit) accurately within a PMS training environment with no more than one uncorrected error per transaction sequence.
Generate, interpret, and act on standard PMS operational reports including occupancy, room status, folio activity, and departure lists to support shift decision-making.
Apply rate and room-type configuration knowledge to set up and modify rate plans, room blocks, and special requests in the PMS consistent with property revenue policies.
Resolve common PMS exceptions — including posting errors, no-show processing, disputed charges, and system lockouts — following documented standard operating procedures.
Demonstrate data privacy and PCI-compliant card-handling practices when processing payment transactions through the PMS, with zero tolerance for non-compliant behavior.
Produce accurate housekeeping and maintenance work orders from PMS room-status discrepancy reports and explain the information flow between PMS modules to support cross-departmental communication.

Course text

How the course runs. 10 blocks: The Hotel Technology Ecosystem: PMS Architecture and the Guest Cycle; PMS Navigation and User Security: Logging In, Roles, and System Setup; Creating and Managing Reservations; Check-In, Room Assignment, and Key Encoding; Folio Management: Posting, Transferring, and Splitting Charges; Checkout, Late Checkout, and Payment Settlement; Night Audit: End-of-Day Processing and Balancing; Housekeeping and Maintenance Interfaces: Room Status, Work Orders, and Discrepancy Reports; PMS Reporting for Revenue and Operational Decision-Making; Data Privacy, PCI Compliance, and PMS Troubleshooting.

What competent looks like. Perform the full guest cycle (reservation, check-in, in-stay postings, checkout, and night audit) accurately within a PMS training environment with no more than one uncorrected error per transaction sequence. Generate, interpret, and act on standard PMS operational reports including occupancy, room status, folio activity, and departure lists to support shift decision-making. Apply rate and room-type configuration knowledge to set up and modify rate plans, room blocks, and special requests in the PMS consistent with property revenue policies. Resolve common PMS exceptions — including posting errors, no-show processing, disputed charges, and system lockouts — following documented standard operating procedures. Demonstrate data privacy and PCI-compliant card-handling practices when processing payment transactions through the PMS, with zero tolerance for non-compliant behavior. Produce accurate housekeeping and maintenance work orders from PMS room-status discrepancy reports and explain the information flow between PMS modules to support cross-departmental communication.

Lessons · 10 blocks

#	Lesson	Hr	Type	Objective	Activities	Materials	Check
1	The Hotel Technology Ecosystem: PMS Architecture and the Guest Cycle	10	theory	Students will explain the functional modules of a hotel PMS, describe how the PMS interfaces with point-of-sale, housekeeping, and channel manager systems, and map each module to a stage of the guest cycle.	Annotated diagram activity: students label a hotel technology ecosystem chart identifying PMS, POS, channel manager, key-card encoder, and call accounting interfaces, then write one sentence describing the data flow between each pair of connected systems. Guest-cycle sequencing exercise: students sort 20 printed transaction cards (e.g., 'guest requests late checkout,' 'minibar charge posted,' 'room marked clean') into the correct PMS module and guest-cycle phase, then compare and discuss results in pairs. Case reading and discussion: students read a two-page scenario of a property that lost PMS connectivity overnight and identify which manual backup procedures (rack system, handwritten folios) would substitute for each PMS function, linking to AHLEI Front Desk Representative competency area on manual operations.	AHLEI Managing Front Office Operations textbook (current edition); hotel technology ecosystem diagram handout; guest-cycle transaction card set (instructor-prepared); whiteboard; PMS vendor overview video (publicly available training clip from Oracle OPERA or Cloudbeds demo library)	Exit ticket: students correctly identify the module that handles each of eight described transactions (e.g., 'guest calls to extend stay by one night') and match four system interfaces to their function; pass = 6/8 correct (75%).
2	PMS Navigation and User Security: Logging In, Roles, and System Setup	10	demo	Students will log into the PMS training environment, navigate the main menu to each primary module, explain the purpose of user-role permissions, and follow the property's password and data-access security policy without prompting.	Instructor-led walkthrough: with the training PMS projected, students follow along on individual workstations as the instructor navigates from login through each major module (Reservations, Front Desk, Housekeeping, Cashiering, Reports), verbalizing the path aloud. Role-permission mapping: students are given three printed user profiles (front desk agent, housekeeping supervisor, night auditor) and must predict which PMS menu items each role can access; they then verify by logging in with each training credential and recording discrepancies. Security SOP drill: students read the property's sample user-security SOP, then practice locking a workstation, logging out after simulated shift end, and reporting a forgotten-password scenario through the simulated help-desk ticket form; connect to AHLEI Hospitality Supervisor exam area on supervision of policy compliance.	PMS training environment (cloud-based sandbox, e.g., Cloudbeds demo, or OPERA training tenant); user-profile handout; property sample user-security SOP (instructor-prepared); individual workstations or tablets with internet access	Navigation checklist: instructor calls out eight destinations within the PMS; students must reach each within 60 seconds and record the menu path; pass = 7/8 reached correctly and student can state the purpose of user-role restrictions verbally (75%).
3	Creating and Managing Reservations	14	lab	Students will create individual and group reservations in the PMS training environment — including room type, rate plan, special requests, and deposit information — and modify and cancel reservations according to a cancellation policy without instructor assistance.	Guided reservation build: students follow a step-by-step job aid to create five individual reservations with varying arrival dates, room types (standard king, double-double, accessible), and rate codes (rack, AAA, corporate); instructor circulates and flags errors in real time. Group block exercise: students set up a 10-room group block with a rooming list, assign rooms from the block, and adjust one room type after a guest-preference change, recording each action in their lab log. Cancellation and modification scenarios: students receive six printed scenario cards (e.g., 'guest calls to change arrival date,' 'no-show — apply fee per policy,' 'guest upgrades room type at no charge per manager approval') and process each transaction, noting the cancellation number or confirmation number produced by the PMS; maps to AHLEI Front Desk Representative exam area on reservations.	PMS training environment; reservation scenario card set (instructor-prepared); group rooming list template; lab log booklet; AHLEI Managing Front Office Operations textbook chapter on reservations; cancellation policy sample SOP	Lab log review: students submit printed or exported PMS reservation confirmations for all 11 reservations (5 individual + 1 group block + 5 modification/cancellation transactions); pass = all required data fields populated correctly and modifications match the scenario instructions with no unexplained discrepancies (instructor rubric, 80% of fields correct).
4	Check-In, Room Assignment, and Key Encoding	12	practice	Students will complete a guest arrival sequence in the PMS — verifying identity, confirming reservation details, assigning a room, collecting a payment authorization, and encoding a key card — within four minutes per guest with no errors on the payment step.	Role-play check-in pairs: one student plays arriving guest reading from a scenario card (walk-in, reservation holder, VIP with upgrade request), while the other completes the PMS check-in sequence; roles switch after each of five scenarios; instructor times each transaction. Payment authorization simulation: using the training PMS linked to a simulated payment terminal (or instructor-led demo of the authorization workflow), students practice swiping/inserting a training card, entering incidental hold amounts, and reading the authorization response code; PCI data-handling rules reviewed simultaneously. Key encoder practice: students encode two key cards per assigned room using the training encoder, verify the encoded data matches the PMS room assignment, and identify what to do when a key fails to encode (re-encode, escalate if hardware fault); connects to AHLEI Front Desk Representative exam area on check-in procedures.	PMS training environment; key card encoder and blank training key cards (or instructor demonstration with physical encoder); simulated payment terminal or payment-flow diagram; scenario card set; stopwatch; AHLEI Front Desk Representative study guide section on check-in	Timed performance check: each student completes two observed check-in sequences with the instructor using scenario cards; pass = both transactions completed within 4 minutes each, payment authorization step error-free, and room assignment matches guest preference stated on scenario card (100% accuracy on payment step required; overall 80% rubric score).
5	Folio Management: Posting, Transferring, and Splitting Charges	13	lab	Students will post manual charges to guest folios, transfer charges between folios, split a folio for a multi-guest room with separate billing, and apply a correction entry for a posting error, producing a folio that balances to zero discrepancy.	Manual posting drill: students receive a list of 10 charge transactions (restaurant charge, parking fee, room-service adjustment, tax-exempt posting) and post each to the correct folio window in the PMS, verifying the running balance after each entry. Folio transfer exercise: a pre-built training reservation has a restaurant charge on the guest folio that must be moved to a master billing account for a corporate group; students complete the transfer and confirm the originating folio no longer carries the charge. Disputed-charge scenario: students receive a printed guest complaint card stating a charge they did not authorize; students locate the posting, verify the source (using a mock POS receipt attached to the scenario), process a correction entry, and draft a one-paragraph folio adjustment memo — connecting to AHLEI Hospitality Supervisor exam area on handling guest complaints and supervisor accountability.	PMS training environment; manual posting transaction list (instructor-prepared); corporate master billing scenario packet; mock POS receipt set; folio adjustment memo template; lab log booklet	Folio balance audit: instructor exports the student's training folios after all exercises; pass = all postings present, no duplicate entries, correction entry properly references the original posting, and folio balances match the expected totals on the instructor answer key within $0.00 variance (90% of entries correct; payment and correction steps must be error-free).
6	Checkout, Late Checkout, and Payment Settlement	12	practice	Students will process a standard checkout, a late-checkout request, and a disputed-balance checkout in the PMS, collecting or adjusting payment and producing a zero-balance folio for each scenario without supervisor assistance.	Standard checkout sequence: students process checkouts for five pre-built training reservations with varying payment methods (credit card on file, cash, direct bill to company); each student verbalizes each step aloud to a partner who uses a checklist to confirm the correct sequence. Late checkout decision role-play: student plays the desk agent; instructor plays a guest requesting a 2:00 PM checkout (hotel standard is noon); student consults the PMS availability display, applies the correct late-checkout charge or grants complimentary based on the scenario rules, and updates the departure time in the PMS. Disputed balance resolution: a pre-built folio contains one charge the 'guest' disputes verbally; student must locate the supporting documentation in the PMS (posting source, timestamp, clerk ID), explain the charge, and if adjustment is warranted, process it following the correction SOP before finalizing settlement; connects to AHLEI Front Desk Representative exam area on checkout and settlement.	PMS training environment; checkout checklist (instructor-prepared); late-checkout policy SOP; disputed-charge scenario card; availability display screenshot or live PMS availability screen; AHLEI Managing Front Office Operations textbook chapter on checkout	Observed checkout performance: instructor evaluates two live checkout role-plays per student using a scored rubric (payment type correctly selected, folio balanced to zero, late-checkout charge or waiver correctly applied, guest receipt produced); pass = 80% rubric score; any settlement producing a non-zero balance without a documented reason = automatic re-do.
7	Night Audit: End-of-Day Processing and Balancing	14	lab	Students will execute the night audit sequence in the PMS training environment — posting room and tax charges, running departmental trial balance, resolving out-of-balance conditions, and closing the business date — producing a balanced audit report.	Night audit sequence walkthrough: working from a printed night audit checklist, students follow each step in the PMS training environment (run no-show report, post room charges, post taxes, run departmental totals, reconcile to the trial balance) and initial each step on the checklist as completed. Out-of-balance drill: the instructor has pre-loaded a training day with one intentional posting error (a room charge applied to the wrong room type rate); students must identify the discrepancy by comparing the room revenue report to the expected totals table provided, then correct the posting and re-run the trial balance. Business-date close and report generation: students close the business date and immediately generate and print or export the day's key reports (occupancy report, room revenue report, departure list for next day, arrivals list); they annotate each report identifying two actionable data points a morning manager would use — connecting to AHLEI Hospitality Supervisor exam area on using data for operational decisions.	PMS training environment; printed night audit checklist (instructor-prepared); expected totals table for out-of-balance drill; AHLEI Managing Front Office Operations textbook chapter on the night audit; lab log booklet	Audit report submission: student submits the exported trial balance and occupancy report showing a balanced close; pass = business date closed with zero unexplained variance, all required reports generated, and out-of-balance posting identified and corrected (instructor verifies in PMS audit trail); 85% rubric score required.
8	Housekeeping and Maintenance Interfaces: Room Status, Work Orders, and Discrepancy Reports	12	demo	Students will update room status in the PMS, generate a housekeeping assignment report, create a maintenance work order from a PMS out-of-order room flag, and explain the consequences of a room status discrepancy to both departments involved.	Room status update simulation: instructor demonstrates changing a room from 'dirty' to 'clean' and from 'clean' to 'out of order' in the PMS; students then process 12 room status updates from a printed housekeeping board scenario, recording the PMS status after each change and verifying availability changes in the reservation screen. Work order creation: using a scenario where three rooms have maintenance issues noted in the PMS (broken safe, clogged drain, burned-out lamp), students create work orders in the maintenance module (or a linked work-order form if the training PMS lacks a full maintenance module), assign priority levels, and flag rooms appropriately. Discrepancy report exercise: students run the room status discrepancy report showing a mismatch between the PMS status and the housekeeping floor report, identify which rooms are affected, and write a brief email (three to five sentences) to the housekeeping supervisor requesting verification — connecting to AHLEI Hospitality Supervisor exam area on interdepartmental communication.	PMS training environment; printed housekeeping board scenario; maintenance work order form (paper or digital); discrepancy report sample; email template; AHLEI Managing Housekeeping Operations textbook excerpt on room status systems	Instructor observation checklist: evaluates accuracy of 12 room status updates (correct status applied, availability impact visible in reservation screen) and reviews one work order and one discrepancy email per student; pass = 10/12 room status updates correct (83%), work order contains all required fields, email correctly identifies discrepant rooms (instructor rubric, 80% overall).
9	PMS Reporting for Revenue and Operational Decision-Making	12	practice	Students will generate at least six standard PMS reports (occupancy, ADR, RevPAR summary, arrival/departure list, folio activity, and housekeeping status), interpret key metrics, and make one written operational recommendation supported by report data.	Report generation drill: students generate each of the six required reports from the training PMS for a specified date range, export or print each, and label the key data fields (occupancy percentage, ADR, RevPAR, rooms sold, rooms available) on a pre-printed annotation worksheet. Metric calculation check: using the occupancy and revenue figures from the generated reports, students hand-calculate ADR and RevPAR using the standard formulas (ADR = room revenue ÷ rooms sold; RevPAR = room revenue ÷ rooms available) and compare their results to the PMS-computed figures, identifying and explaining any rounding difference. Decision-making memo: students select one report finding (e.g., occupancy drops sharply on Tuesday–Wednesday, or a high volume of disputed folios on weekends) and write a one-page operational memo to a fictional general manager recommending one specific corrective action with data citations from the report — connects to AHLEI Hospitality Supervisor exam area on using operational data and revenue management fundamentals covered in Course 4.	PMS training environment; annotation worksheet; calculator; memo template; AHLEI Managing Front Office Operations textbook chapter on reports and statistics; Revenue Management course notes (Course 4 reference)	Report annotation worksheet and memo scored by instructor rubric: all six reports generated and labeled correctly (80% of fields correctly identified); ADR and RevPAR calculations correct within standard rounding; memo contains a specific, data-supported recommendation with at least two cited figures; pass = 80% overall rubric score.
10	Data Privacy, PCI Compliance, and PMS Troubleshooting	12	practice	Students will identify PCI Data Security Standard prohibited practices for cardholder data, apply proper card-handling procedures in PMS payment transactions, and follow documented steps to respond to four common PMS error conditions without compromising guest data.	PCI-prohibited practices audit: students review a one-page list of 12 hotel practices (e.g., writing a card number on a paper folio, storing CVV in a spreadsheet, emailing a card authorization form) and categorize each as compliant or non-compliant, citing the general PCI DSS principle violated; class discussion follows. Troubleshooting scenario stations: students rotate through four printed troubleshooting stations (PMS login lockout, credit card terminal communication error, reservation not found for arriving guest, room charge posting to wrong folio) and for each write the step-by-step resolution they would follow, referencing the PMS troubleshooting SOP provided. Tabletop incident response: instructor presents a scenario — a coworker has left a printed folio with full card number visible at the front desk — students identify the breach risk, describe immediate corrective actions (secure the document, notify supervisor, follow property incident-reporting procedure), and log the incident on a sample incident report form; connects to AHLEI Hospitality Supervisor exam area on policy enforcement and compliance.	PCI DSS general principles reference card (general overview, not a full standard reprint); PMS troubleshooting SOP (instructor-prepared, referencing vendor documentation); troubleshooting station cards; incident report form template; AHLEI Managing Front Office Operations textbook section on legal and security issues	PCI audit worksheet scored by instructor: 10/12 practices correctly categorized (83%); each troubleshooting station response evaluated against the SOP answer key (must include all critical steps in correct order); incident report form complete and accurate; pass = 80% overall rubric score with zero tolerance for any response that recommends storing or transmitting cardholder data in a non-compliant manner.

Assessments

Assessment	Type	Weight	Pass standard	Method & rubric
PMS Concepts and Compliance Knowledge Exam	Written exam	25%	75% or higher (38/50 points)	A 50-question written exam covering PMS module functions, guest-cycle transaction sequencing, night audit concepts, PMS report interpretation (ADR, RevPAR, occupancy), PCI-prohibited practices, and data-privacy responsibilities; questions are multiple-choice and short-answer, mapped to AHLEI Front Desk Representative and Hospitality Supervisor exam competency areas on technology use, financial control, and policy compliance. Standard met · Safety · Time · Quality/finish · Documentation
Full Guest-Cycle PMS Skills Demonstration	Skills demonstration	45%	80% on instructor rubric; zero errors on payment authorization and PCI-sensitive steps (automatic re-do if payment step fails)	Each student completes an end-to-end guest cycle in the PMS training environment — create reservation, check in with payment authorization, post two charges, process a disputed-charge correction, check out with folio balanced to zero — observed by the instructor using a scored rubric with 25 criteria; the full sequence must be completed within 25 minutes, simulating a realistic shift workload. Standard met · Safety · Time · Quality/finish · Documentation
PMS Lab Log Portfolio	Log	15%	80% of required entries present, accurate, and annotated; all night audit and folio balance entries must show zero unexplained variance	Students submit their completed lab log booklet containing documented outputs from Lessons 3, 5, 6, and 7 — including printed or exported reservation confirmations, folio transaction records, night audit trial balance, and room status discrepancy resolution notes — with brief written annotations explaining what each entry demonstrates; the portfolio is evaluated for completeness, accuracy against PMS training records, and quality of annotations. Standard met · Safety · Time · Quality/finish · Documentation
Data Privacy and PCI Compliance Safety Check	Safety audit	15%	100% on all five PCI non-negotiable behaviors; 80% overall on the scenario rubric	Instructor presents two live tabletop scenarios involving guest data handling (one involving a card number exposed at the desk, one involving a request to email a folio with payment details); students must verbally identify the risk, state the correct response for each of five PCI non-negotiable behaviors (no storing CVV, no transmitting unencrypted card data, secure document disposal, supervisor notification, incident logging), and complete a sample incident report form; any failure on a PCI non-negotiable requires remediation before course completion. Standard met · Safety · Time · Quality/finish · Documentation

HOS-HOTE29-07 Trade course

Events Planning & Execution in Hotel Operations

121 hr · ~~$1,595~~ COMPLIMENTARY

Students learn the full lifecycle of hotel-based events—from initial client inquiry through post-event billing—covering catering coordination, banquet setup, audiovisual logistics, contracts, and on-site supervision. The course ties event revenue directly to hotel profitability and connects front office, housekeeping, and food-and-beverage departments through a single event workflow. Lesson content is mapped to AHLEI Hospitality Supervisor and Guest Service Professional exam competencies in customer relations, departmental coordination, and service quality.

Outcomes

Produce a complete event proposal including a Banquet Event Order (BEO), room diagram, menu selection, and AV checklist for a mid-size hotel function.
Coordinate pre-event communication among at least three hotel departments—front office, housekeeping, and food and beverage—using standard inter-departmental documentation.
Apply food safety principles (proper temperatures, allergen disclosure, cross-contamination prevention) to a banquet service scenario and identify when to escalate a concern.
Calculate event room rental, food-and-beverage minimums, gratuity, and applicable taxes to produce an accurate client estimate and final invoice.
Demonstrate safe setup and breakdown of banquet furniture, linens, and portable AV equipment, applying OSHA manual-handling guidelines and appropriate PPE.
Conduct a post-event debrief using a structured evaluation form, identifying service gaps and proposing corrective actions consistent with AHLEI service quality standards.

Course text

How the course runs. 10 blocks: The Hotel Event Ecosystem: Departments, Revenue, and the BEO; Client Inquiry to Signed Contract: Sales Process and Event Contracts; Event Math: Estimates, Invoices, and Food-and-Beverage Minimums; Room Setup Styles and Capacity Planning; Safe Setup and Breakdown: OSHA Manual Handling, PPE, and Emergency Procedures; Food Safety in Banquet Service: Temperature, Allergens, and Cross-Contamination; Audiovisual and Technology Logistics for Hotel Events; Day-of Coordination: Timelines, Staff Briefings, and Guest Relations; Inter-Departmental Coordination and Interdependency; Post-Event Billing, Evaluation, and Continuous Improvement.

What competent looks like. Produce a complete event proposal including a Banquet Event Order (BEO), room diagram, menu selection, and AV checklist for a mid-size hotel function. Coordinate pre-event communication among at least three hotel departments—front office, housekeeping, and food and beverage—using standard inter-departmental documentation. Apply food safety principles (proper temperatures, allergen disclosure, cross-contamination prevention) to a banquet service scenario and identify when to escalate a concern. Calculate event room rental, food-and-beverage minimums, gratuity, and applicable taxes to produce an accurate client estimate and final invoice. Demonstrate safe setup and breakdown of banquet furniture, linens, and portable AV equipment, applying OSHA manual-handling guidelines and appropriate PPE. Conduct a post-event debrief using a structured evaluation form, identifying service gaps and proposing corrective actions consistent with AHLEI service quality standards.

Lessons · 10 blocks

#	Lesson	Hr	Type	Objective	Activities	Materials	Check
1	The Hotel Event Ecosystem: Departments, Revenue, and the BEO	10	theory	Students will explain how events generate revenue for the hotel, identify every internal stakeholder in an event, and describe the purpose and standard sections of a Banquet Event Order.	Read and annotate a sample BEO from a full-service hotel, labeling each section (event date, room assignment, F&B details, AV requirements, billing instructions) and writing a one-sentence explanation of its purpose. Map a hypothetical 150-person wedding reception onto a hotel org chart, drawing arrows that show which departments receive which BEO sections and why. Group discussion: students compare two contrasting events—a corporate breakfast for 20 and a gala dinner for 200—and list the differences in staffing, setup time, and revenue impact, then share findings with the class.	Sample BEO templates, hotel org chart handout, AHLEI 'Managing Hospitality Human Resources' and 'Supervision in the Hospitality Industry' textbooks, whiteboard	Exit quiz: 10 multiple-choice questions covering BEO sections, departmental roles, and event revenue categories; pass at 75% or higher.
2	Client Inquiry to Signed Contract: Sales Process and Event Contracts	12	theory	Students will walk through the hotel event sales cycle from first contact to signed contract, correctly identifying key contract clauses including attrition, cancellation, and room-block provisions.	Role-play a first-contact phone inquiry: one student acts as the events sales coordinator and uses a provided inquiry form to capture event date, estimated attendance, room preferences, and budget range, then debrief on what information was missed. Analyze three sample contract clauses (attrition, cancellation penalty, force majeure) using instructor-provided excerpts and write a plain-language summary of each clause for a fictional client. Draft a written follow-up email to a prospective client summarizing the details captured during the role-play inquiry and proposing two room setup options, then peer-review for accuracy and professional tone.	Sample hotel event contract excerpts (redacted for privacy), client inquiry form template, AHLEI 'Convention Management and Service' reference text, email drafting rubric	Written summary quiz: students correctly identify the effect of an attrition clause in a given scenario and list four essential sections of a hotel event contract; pass at 75% or higher.
3	Event Math: Estimates, Invoices, and Food-and-Beverage Minimums	12	lab	Students will calculate a complete client estimate—including per-person food-and-beverage costs, room rental, gratuity, and sales tax—and produce a final invoice that reconciles against the BEO.	Work through three structured math problems using provided attendance counts and menu prices to calculate total F&B revenue, verify against stated F&B minimums, and determine whether a room rental charge applies. Add a standard gratuity percentage and a state sales tax rate (provided by instructor) to a base event bill, then format the result as a line-item estimate document using a spreadsheet template. Given a scenario where the final attendance drops below the contracted guarantee, calculate the revised billing under the attrition clause and write a brief memo to the client explaining the charges.	Spreadsheet software (Excel or Google Sheets), calculator, sample menu pricing sheets, BEO math worksheet packet, sample final invoice template	Completed invoice for a provided scenario must be within $1.00 of the instructor key on every line item; all three scenarios must reach 100% calculation accuracy to pass.
4	Room Setup Styles and Capacity Planning	12	demo	Students will identify at least six standard banquet room setup styles, select the appropriate configuration for a given event type and guest count, and verify compliance with posted room capacity limits.	Instructor demonstrates setup and teardown of theater, classroom, banquet rounds, hollow square, reception, and U-shape configurations in the training room; students photograph and label each in a personal reference binder. Given five event descriptions (e.g., 80-person awards luncheon, 40-person board meeting, 200-person cocktail reception), students individually select and justify a room setup for each, then compare choices in small groups. Students sketch a scaled room diagram for a 120-person dinner dance using provided room dimensions and standard table/chair footprint data, marking exits, fire extinguisher locations, and service aisles.	Training or classroom space with tables and chairs for live demo, room layout software or graph paper, tape measure, posted occupancy limit signage, fire exit and equipment reference handout	Room diagram is checked by instructor: correct table count for stated capacity, clear 36-inch minimum service aisles, exits unobstructed, and setup style matches event type; all four criteria must be met to pass.
5	Safe Setup and Breakdown: OSHA Manual Handling, PPE, and Emergency Procedures	12	lab	Students will apply OSHA manual-handling guidelines and select appropriate PPE for banquet furniture and portable AV equipment setup, and correctly respond to a simulated minor injury or spill emergency.	Instructor demonstrates proper two-person lift technique for 8-foot banquet tables and safe use of a hand truck for stacked chairs; students practice in pairs and self-correct using a technique checklist. Students identify which PPE (cut-resistant gloves, non-slip footwear, back support belt guidance) applies to three setup tasks—moving stacked chairs, uncrating AV equipment, and handling broken glassware—and explain their choices in writing. Tabletop emergency drill: instructor announces a simulated scenario (guest slips on spilled water during setup); students must identify the hazard, secure the area, summon help using the hotel emergency protocol handout, and complete a mock incident report.	Banquet tables, chairs, hand truck, PPE samples (gloves, non-slip footwear examples), caution cones and wet floor signs, hotel incident report form, OSHA manual-handling reference sheet, first aid kit (for demonstration)	Skills checklist: correct lift technique on three consecutive repetitions, accurate PPE selection for all three tasks, and complete and accurate mock incident report; all three must be satisfied to pass (safety check component).
6	Food Safety in Banquet Service: Temperature, Allergens, and Cross-Contamination	12	theory	Students will apply ServSafe-aligned food safety principles to a banquet service scenario, correctly identifying safe holding temperatures, allergen disclosure obligations, and cross-contamination risks.	Review a buffet menu for a fictional event; students flag every item that carries one of the eight major food allergens (as defined by the Food Allergy Safety, Treatment, Education, and Research Act) and write the disclosure language that must appear on the BEO and server briefing sheet. Using a provided temperature log, students identify which hot and cold items have fallen outside safe holding ranges, determine corrective actions, and decide—based on instructor-provided decision criteria—whether items must be discarded or can be recovered. Case study: read a brief narrative about a banquet cross-contamination incident; students write a root-cause analysis identifying what went wrong at setup, during service, and at breakdown, then propose three procedural changes.	ServSafe Manager textbook (current edition) as reference, sample buffet menu with allergen matrix, temperature log worksheet, allergen disclosure card templates, FALCPA allergen list handout	Written allergen disclosure document must correctly flag all allergens present (zero omissions); temperature log corrections must align with accepted food-safe holding ranges; case study root cause must identify at least three valid points; all three required to pass at 80% or higher.
7	Audiovisual and Technology Logistics for Hotel Events	12	demo	Students will set up and test a standard hotel meeting-room AV package—including a projector or display, wireless microphone, and video-conferencing link—and complete an AV checklist before a simulated event start.	Instructor demonstrates connection and testing sequence for a projector or large-format display, laptop input, wireless lapel and handheld microphones, and a hybrid meeting platform (e.g., Zoom or Teams); students follow along and complete a guided setup checklist. Students independently set up the same AV package from the checklist alone (instructor observes but does not assist), troubleshoot one intentionally introduced fault (e.g., wrong input selected, muted speaker), and document the fix on the checklist. Students review a client AV rider for a fictional conference, identify any items not in the hotel's standard package (e.g., simultaneous interpretation equipment, LED walls), and draft a memo to the events manager listing items that require outsourcing to an AV vendor.	Projector or large-format display, laptop, HDMI and adapter cables, wireless microphone set, speaker system, hybrid-meeting-capable computer, AV setup checklist template, sample client AV rider document	AV package must be fully operational—clear image, audible and feedback-free audio, working video-conference link—within 15 minutes using only the checklist; troubleshooting fault must be correctly identified and resolved; both criteria required to pass.
8	Day-of Coordination: Timelines, Staff Briefings, and Guest Relations	12	practice	Students will create and execute a day-of event timeline, conduct a staff pre-shift briefing using the BEO, and handle at least two guest-relations scenarios (a complaint and a last-minute request) within established service standards.	Using a provided BEO for a fictional 80-person corporate luncheon, students build a detailed day-of timeline (in 15-minute increments) covering room ready time, staff arrival, meal service windows, AV check, and breakdown, then compare timelines in pairs and reconcile differences. Students take turns leading a simulated pre-shift staff briefing using the BEO as the only reference document; peers play the role of servers and setup crew and ask realistic questions about allergies, VIP seating, and service flow. Instructor injects two live scenarios mid-practice: (1) a guest complains the room is too cold and the thermostat is locked; (2) a client requests an additional round table 30 minutes before doors open. Students must respond using a guest-recovery script framework and document the resolution on the BEO notes section.	BEO for practice event, blank timeline template, pre-shift briefing checklist, guest-recovery script framework handout, AHLEI 'Guest Service Gold' principles reference	Timeline must cover all required milestones with logical sequencing; briefing must cover F&B details, allergies, service sequence, and VIP notes without prompting; both guest scenarios must be resolved with a documented action within the service standard; all three criteria required at 80% or higher.
9	Inter-Departmental Coordination and Interdependency	12	practice	Students will produce and distribute the correct internal documents to front office, housekeeping, and food and beverage for a multi-day conference, ensuring each department receives the information it needs to support the event.	Given a three-day conference scenario (guest room block, daily meeting rooms, three catered meals per day), students identify every piece of information each department needs and create a department-specific summary sheet for front office, housekeeping, and F&B. Simulate a daily event operations meeting: three students represent department heads; the events student chairs the meeting using an agenda, distributes the summary sheets, answers questions, and records action items in meeting minutes. Students complete a post-day reconciliation exercise: instructor provides a mock occupancy report and F&B consumption summary with discrepancies; students identify which department's records conflict, propose a correction, and draft a brief inter-departmental email to resolve the issue.	Multi-day conference scenario packet, department summary sheet templates, meeting agenda and minutes template, sample occupancy and F&B consumption reports	Each department summary sheet must contain all required data fields with zero omissions; meeting minutes must capture all action items with assigned owners; email must correctly identify the discrepancy and propose a specific resolution; all three criteria required to pass.
10	Post-Event Billing, Evaluation, and Continuous Improvement	15	practice	Students will produce an accurate final invoice, complete a structured post-event evaluation against AHLEI service quality standards, and propose at least three documented corrective actions for identified service gaps.	Using the event math spreadsheet from Lesson 3 and a post-event consumption report (provided by instructor) that differs from the BEO estimate, students reconcile the final figures and produce a formatted final invoice with a cover memo explaining any variance to the client. Complete a structured post-event evaluation form covering room setup, food quality and timing, AV performance, staff responsiveness, and client communication; score each category, identify the two lowest-scoring areas, and cite specific evidence from the scenario. Write a one-page corrective action plan addressing the two lowest-scoring areas: each action must state the problem, root cause, specific change to procedure, person responsible, and a target date; students present their plan to the class in a three-minute verbal debrief.	Post-event consumption report, BEO estimate, invoice template, post-event evaluation form, corrective action plan template, AHLEI service quality rubric	Final invoice must reconcile to within $1.00 of instructor key; evaluation must include specific evidence for each score; corrective action plan must include all five required elements for each action item; verbal debrief must be completed within time limit; all criteria required at 80% or higher.

Assessments

Assessment	Type	Weight	Pass standard	Method & rubric
Events Knowledge Exam	Written exam	25%	75% or higher (38 of 50 questions correct)	A 50-question multiple-choice and short-answer exam covering BEO sections, event contract clauses, room setup styles, food safety temperature and allergen rules, AV terminology, inter-departmental roles, and post-event billing procedures. Questions are drawn from AHLEI Hospitality Supervisor and Guest Service Professional exam content areas related to departmental coordination, customer relations, and service quality. Standard met · Safety · Time · Quality/finish · Documentation
Full Event Coordination Skills Demonstration	Skills demonstration	45%	All four rubric domains scored at 80% or higher; any domain below 70% requires reassessment	Students receive a complete event brief (client profile, guest count, room type, menu constraints, and AV requirements) and must produce a finished BEO, scaled room diagram, day-of timeline, staff briefing script, and final invoice within a timed session, then lead a five-minute verbal client consultation role-play with the instructor acting as the client. A four-domain rubric assesses documentation accuracy, math correctness, communication quality, and safety compliance. Standard met · Safety · Time · Quality/finish · Documentation
Events Lab Log	Log	15%	All 10 lesson entries submitted; average instructor score of 80% or higher across all entries; any entry scoring below 60% must be revised and resubmitted	Students maintain a running lab log throughout the course, completing a structured entry after each lesson that includes a brief summary of what was demonstrated or practiced, any safety observations, a reflection on one error made and how it was corrected, and the student's self-assessment against the lesson objective. Entries are collected and scored by the instructor for completeness, accuracy, and depth of reflection. Standard met · Safety · Time · Quality/finish · Documentation
Setup and Emergency Response Safety Check	Safety audit	15%	All six checklist items must be performed correctly without instructor prompting; any missed safety item results in an automatic fail and immediate reassessment before the student may continue lab work	During the Lesson 5 lab, the instructor uses a six-item safety checklist to observe each student individually: correct two-person lift technique for a banquet table, safe use of a hand truck, appropriate PPE selection for two assigned tasks, proper placement of wet-floor signage, and accurate completion of a mock incident report. This assessment must be passed before the student participates in any further hands-on setup activities in the course. Standard met · Safety · Time · Quality/finish · Documentation

HOS-HOTE29-08 Capstone

Capstone Project: Hotel Operations Integration

162 hr · ~~$1,620~~ COMPLIMENTARY

Students design, document, and defend a comprehensive hotel operations improvement project that integrates skills from front office, housekeeping, revenue management, guest services, property management systems, and events. The capstone replicates professional workplace deliverables — an operational plan, supporting documentation package, and a formal oral defense — preparing students for employment and credential examinations. All work is evaluated against industry standards established by AHLEI and standard hotel management practice.

Outcomes

Develop a complete, written hotel operations improvement plan that addresses at least three functional departments using terminology and formats consistent with AHLEI Hospitality Supervisor competency standards.
Produce a professional documentation package — including a guest service recovery policy, a standard operating procedure, a sample department schedule, and a one-page revenue impact summary — that meets employer-ready quality standards.
Apply front desk and guest service knowledge, including check-in/check-out workflow and service recovery procedures, consistent with AHLEI Front Desk Representative and Guest Service Professional exam content areas.
Use a property management system (PMS) environment to generate and interpret occupancy and rate reports that support the revenue analysis component of the capstone project.
Deliver a structured, 15-minute oral defense of the completed project to a panel, responding to evaluator questions with clear, professional communication and evidence-based justification.
Demonstrate workplace safety integration throughout the project by identifying applicable OSHA general industry standards and hotel-specific hazard controls relevant to each operational area addressed.

Course text

How the course runs. 4 blocks: Project Scoping and Operational Analysis; Documentation Package Development; Full Project Compilation and Rehearsal; Formal Project Defense and Reflection.

What competent looks like. Develop a complete, written hotel operations improvement plan that addresses at least three functional departments using terminology and formats consistent with AHLEI Hospitality Supervisor competency standards. Produce a professional documentation package — including a guest service recovery policy, a standard operating procedure, a sample department schedule, and a one-page revenue impact summary — that meets employer-ready quality standards. Apply front desk and guest service knowledge, including check-in/check-out workflow and service recovery procedures, consistent with AHLEI Front Desk Representative and Guest Service Professional exam content areas. Use a property management system (PMS) environment to generate and interpret occupancy and rate reports that support the revenue analysis component of the capstone project. Deliver a structured, 15-minute oral defense of the completed project to a panel, responding to evaluator questions with clear, professional communication and evidence-based justification. Demonstrate workplace safety integration throughout the project by identifying applicable OSHA general industry standards and hotel-specific hazard controls relevant to each operational area addressed.

Lessons · 4 blocks

#	Lesson	Hr	Type	Objective	Activities	Materials	Check
1	Project Scoping and Operational Analysis	36	theory	Students will select a real or realistic hotel property scenario, identify a measurable operational problem spanning at least three departments, and produce a written project charter that defines scope, goals, stakeholders, and success metrics.	Review and annotate three sample hotel inspection reports and guest satisfaction surveys (supplied by instructor) to identify recurring operational gaps; record findings in a structured gap-analysis worksheet. Draft a one-page project charter using a provided AHLEI-aligned template that specifies the property type, problem statement, affected departments (choosing from front office, housekeeping, food and beverage, revenue, events, or guest services), measurable objectives, and a 10-week project timeline with milestones. Participate in a structured peer-review session where each student presents their charter to a group of three classmates who use a rubric to verify that the problem is specific, the scope is realistic, and all required departments are named; revise charter based on written feedback before instructor sign-off.	Sample hotel inspection reports, guest satisfaction survey excerpts, project charter template, gap-analysis worksheet, AHLEI Hospitality Supervisor study guide (current edition), project timeline rubric, word processing software.	Instructor reviews the signed project charter against a 10-point rubric covering problem specificity, departmental scope (minimum three departments), measurable objectives, and realistic timeline; student must score 8/10 or higher to advance to Lesson 2.
2	Documentation Package Development	54	lab	Students will produce four employer-ready operational documents — a guest service recovery policy, a department standard operating procedure (SOP), a sample 7-day department schedule, and a one-page revenue impact summary — that directly address the problem identified in their project charter.	Using a supplied SOP template consistent with hotel industry formatting conventions, draft a minimum 600-word SOP for a specific operational task relevant to the student's chosen project area (e.g., room inspection procedure, check-in sequence for extended-stay guests, or event room turnover); the SOP must include purpose, scope, required PPE or safety precautions referencing applicable OSHA general industry hazard controls, step-by-step instructions numbered sequentially, and a quality check. Log into the classroom PMS training environment, run an occupancy report and an average daily rate (ADR) report for a simulated 30-day period, export the data, and construct the one-page revenue impact summary showing current-state metrics, a projected improvement target tied to the project's recommended changes, and a brief narrative explanation; cite the PMS-generated figures directly in the summary. Draft the guest service recovery policy (minimum 400 words) using AHLEI Guest Service Professional and Front Desk Representative content areas as a framework — the policy must address empowerment levels by employee tier, required documentation steps, escalation procedures, and a follow-up communication standard — then build a 7-day staffing schedule for one department using a spreadsheet, balancing coverage against a fixed labor-cost constraint provided by the instructor.	SOP template, guest service recovery policy template, AHLEI Guest Service Professional study guide, AHLEI Front Desk Representative study guide, PMS training environment (classroom simulation), spreadsheet software, OSHA general industry hazard control reference sheet, printer for final document submission.	Instructor scores each of the four documents on a shared 20-point analytic rubric (5 points per document) assessing completeness, format accuracy, industry terminology, and internal consistency with the project charter; a combined score of 16/20 or higher is required before Lesson 3 begins; any document scoring below 3/5 must be revised and resubmitted within three class days.
3	Full Project Compilation and Rehearsal	36	practice	Students will assemble all project components into a single, professionally formatted binder and digital submission, then rehearse a 15-minute structured oral defense with peer evaluators using the official defense rubric.	Compile the project charter, all four operational documents, a table of contents, a one-page executive summary written in plain business prose, and a reference list citing any AHLEI materials, PMS reports, and other sources into a properly ordered binder and an identically organized digital folder; apply consistent heading styles, page numbers, and a cover page that identifies the property scenario, student name, date, and program name. Prepare a 12–15 slide visual presentation (using presentation software) that walks evaluators through the problem statement, the three departmental areas addressed, key features of each operational document, the revenue impact summary data, and the expected guest experience outcome; slides must be free of full paragraphs — bullet points and one supporting graphic per content slide are required. Deliver a timed 15-minute rehearsal defense to a group of two peers who role-play as a hotel general manager and a department head; peers use the official defense rubric to score delivery, clarity, evidence use, and response to two scripted evaluator questions; student receives written rubric sheets and records at least three specific revision actions before the formal defense.	Completed documentation binder, digital folder, presentation software, official oral defense rubric, peer evaluation forms, scripted evaluator question set (supplied by instructor), timer, projector or large monitor.	Peer evaluators confirm that the rehearsal runs between 12 and 15 minutes, all four documents are present in the binder, and the student can answer both scripted questions with a response grounded in project content; instructor reviews peer rubric scores and requires a minimum average of 70% across all rubric categories before the student is cleared for the formal defense in Lesson 4.
4	Formal Project Defense and Reflection	36	field	Students will deliver and defend the completed capstone project before a two-person evaluation panel, then submit a written professional reflection identifying competencies gained and readiness for the AHLEI credential examinations.	Deliver the formal 15-minute oral defense to an evaluation panel consisting of the lead instructor and one additional evaluator (an industry guest or a second program instructor); present the project using the compiled binder and slide deck, then respond to a minimum of three evaluator questions drawn from AHLEI Hospitality Supervisor, Front Desk Representative, and Guest Service Professional exam content areas, answering each with reference to specific sections of the project documentation. Immediately following the defense, complete a structured self-assessment form rating personal performance on each rubric category, identifying one strength and one area for improvement per category; this form is submitted with the final binder. Write a 500–700 word professional reflection (submitted within 48 hours of the defense) that (a) explains which of the program's nine course areas most directly influenced the project, (b) identifies three specific AHLEI exam content areas that the project work reinforced, and (c) states two professional development goals the student will pursue during externship.	Final compiled binder, presentation slides, evaluation panel score sheets, oral defense rubric, self-assessment form, reflection writing prompt, AHLEI credential exam content outline (current edition), word processing software.	Panel scores the defense using the official rubric across five categories — problem clarity, document quality, revenue analysis accuracy, response to questions, and professional communication — with each category worth 20 points; a total score of 70/100 or higher constitutes a pass; the written reflection is scored pass/fail on completion and specificity, requiring all three named components (a, b, c) to be present and substantive.

Assessments

Assessment	Type	Weight	Pass standard	Method & rubric
Capstone Operations Improvement Project	Project	60%	Panel score of 70/100 on the official defense rubric; all four required documents present and each scoring 3/5 or higher on the analytic document rubric.	The submitted project package — including the signed project charter, guest service recovery policy, standard operating procedure, 7-day department schedule, PMS-generated revenue impact summary, executive summary, and reference list — is evaluated holistically for professional quality, internal consistency, industry accuracy, and integration of content from at least three program course areas. The project directly maps to AHLEI Hospitality Supervisor competencies in operational planning and departmental coordination, and to Front Desk Representative and Guest Service Professional competencies in service standards and front office procedures. Meets specification · Within estimate · Workmanship · Safety · Documentation
Professional Documentation Portfolio	Portfolio	20%	Combined document rubric score of 16/20 or higher; all four documents submitted in correct format with no required section omitted.	The portfolio collects the four operational documents produced in Lesson 2 — the SOP, the guest service recovery policy, the 7-day staffing schedule, and the revenue impact summary — as discrete, employer-ready artifacts that demonstrate the student's ability to produce standard hotel management paperwork. Evaluators assess each document for adherence to industry formatting conventions, correct use of AHLEI-aligned terminology, and accuracy of any PMS-derived data included. Completeness · Organization · Evidence quality
Oral Defense and Professional Reflection	Oral / panel	20%	Defense panel total of 70/100 or higher; reflection scored as Pass (all three components present and substantive, minimum 500 words).	The oral defense requires the student to present and justify all project decisions before a two-person panel, responding to at least three questions drawn from AHLEI credential exam content areas, demonstrating the ability to connect classroom learning to real operational practice under professional scrutiny. The accompanying written reflection is evaluated for specificity and depth, confirming the student can articulate competency growth and identify how capstone work prepares them for the AHLEI Hospitality Supervisor, Front Desk Representative, and Guest Service Professional examinations. Explains decisions · Answers technical questions · Professional communication

HOS-HOTE29-09 Externship / clinical

Externship / Worksite Placement

243 hr · ~~$970~~ COMPLIMENTARY

Students complete a minimum of 243 supervised hours at an approved hotel or lodging property, applying front office, housekeeping, guest services, revenue management, and event coordination skills in a live workplace setting. A credentialed industry supervisor oversees daily performance and completes structured evaluations tied to AHLEI competency areas for the Front Desk Representative, Guest Service Professional, and Hospitality Supervisor credentials. The externship bridges classroom preparation and entry-level employment by requiring students to meet real productivity and service-quality standards.

Outcomes

Perform front desk operations—including check-in, check-out, reservation handling, and guest folio management—at a level that meets the host property's established service standards.
Apply housekeeping and public-area maintenance protocols, including chemical safety, PPE use, and linen/room inspection procedures, consistently across an assigned shift.
Demonstrate professional guest service behaviors—greeting, problem resolution, upselling, and complaint follow-through—as evaluated by the site supervisor using the host property's service quality rubric.
Use the property's PMS and any supporting digital tools to complete routine transactions accurately and with appropriate data-entry speed.
Document all supervised work hours, daily task logs, and supervisor feedback in a structured externship portfolio that meets program requirements.
Receive a final site-supervisor evaluation score of Satisfactory or above on all AHLEI-aligned competency domains, confirming workplace readiness for entry-level hotel employment.

Course text

How the course runs. 4 blocks: Externship Orientation and Workplace Integration; Supervised Departmental Rotations — Front Office, Housekeeping, and Guest Services; Midpoint Site Visit and Performance Review; Final Rotation Hours and Summative Site-Supervisor Evaluation.

What competent looks like. Perform front desk operations—including check-in, check-out, reservation handling, and guest folio management—at a level that meets the host property's established service standards. Apply housekeeping and public-area maintenance protocols, including chemical safety, PPE use, and linen/room inspection procedures, consistently across an assigned shift. Demonstrate professional guest service behaviors—greeting, problem resolution, upselling, and complaint follow-through—as evaluated by the site supervisor using the host property's service quality rubric. Use the property's PMS and any supporting digital tools to complete routine transactions accurately and with appropriate data-entry speed. Document all supervised work hours, daily task logs, and supervisor feedback in a structured externship portfolio that meets program requirements. Receive a final site-supervisor evaluation score of Satisfactory or above on all AHLEI-aligned competency domains, confirming workplace readiness for entry-level hotel employment.

Lessons · 4 blocks

#	Lesson	Hr	Type	Objective	Activities	Materials	Check
1	Externship Orientation and Workplace Integration	20	field	The student establishes a professional working relationship with the host property, completes all required onboarding steps, and correctly follows site-specific safety and conduct policies on the first scheduled shifts.	Attend the host property's employee orientation; review the site's emergency action plan, OSHA hazard communication program (SDS locations, PPE requirements), and any property-specific lockout/tagout or chemical-handling procedures relevant to the assigned department. Complete a guided tour of all operational areas—front desk, housekeeping closets, back-of-house corridors, laundry, food-service areas, and emergency exits—with the supervising manager, then sketch a labeled facility map from memory and verify it with the supervisor. Introduce yourself formally to department heads and shift leads, shadow a full shift (minimum 8 hours) in the assigned primary department, and complete the program's Day-1 Student Self-Assessment form documenting observed workflows compared to classroom learning.	Host property employee handbook, property SDS binder, site emergency action plan, OSHA 10 card (earned in Course 1), program-issued Externship Handbook, Day-1 Student Self-Assessment form, facility map worksheet	Supervisor confirms student has received, read, and signed all required onboarding documents; student submits the completed facility map and Day-1 Self-Assessment to the program coordinator within 48 hours of the first shift. Both items must be submitted on time and judged complete (no blank fields) to proceed.
2	Supervised Departmental Rotations — Front Office, Housekeeping, and Guest Services	140	field	The student independently executes assigned duties in at least two departments (front office and either housekeeping or guest services) for a cumulative block of hours that meets the rotation minimum, maintaining a daily task log that documents tasks performed, AHLEI competency areas practiced, and supervisor feedback received each shift.	Front Office rotation (minimum 50 hours): Perform live check-in and check-out transactions, handle telephone and in-person reservation inquiries, post charges and resolve discrepancies to the guest folio, and run standard PMS reports (occupancy, arrivals, departures) under direct supervisor oversight; log each transaction type completed per shift. Housekeeping rotation (minimum 40 hours): Clean and inspect a full room block to property standard using the site inspection checklist, replenish amenities, stage a departure room for next arrival, and handle linen exchange following the property's chemical-dilution and PPE protocols; document any safety observations (e.g., unlabeled chemical containers, slip hazards) on the daily log. Guest Services / Concierge or Supervisor-shadowing rotation (minimum 50 hours): Assist guests with local information, transportation, packages, or complaint resolution; if the site permits, shadow a shift supervisor during a pre-shift briefing, schedule review, or performance coaching conversation; record three specific service-recovery or leadership moments observed and describe the technique used.	Program-issued Daily Task Log forms (one per shift), host property's room-inspection checklist, PMS workstation (property system), property SDS and dilution-ratio reference cards, PPE (gloves, non-slip footwear) as required by host property, AHLEI Front Desk Representative study guide and Guest Service Professional study guide (for self-mapping)	Program coordinator reviews completed Daily Task Logs at the midpoint check-in (after approximately 70 hours); all logs must be signed by the shift supervisor for that day and must document at least one AHLEI competency area per entry. Midpoint evaluation: 80% of shifts logged with supervisor signature and competency notation constitutes satisfactory progress.
3	Midpoint Site Visit and Performance Review	8	field	The student meets formally with the program coordinator and site supervisor to review performance against the host property's service standards and the AHLEI competency framework, identify one professional development goal, and create a documented action plan for the remaining externship hours.	Participate in a three-way conference (student, site supervisor, program coordinator) using the program's Midpoint Evaluation Form; site supervisor rates the student on each AHLEI-aligned domain (guest service behaviors, professional conduct, technical front-office skills, housekeeping/safety practices, teamwork) using a four-point scale. Student delivers a five-minute verbal self-evaluation to the supervisor and coordinator, citing two specific shifts as evidence of growth and one area requiring improvement, referencing entries in the Daily Task Log. Student and supervisor co-write one SMART professional development goal (Specific, Measurable, Achievable, Relevant, Time-bound) to be addressed in the remaining rotation hours, which the program coordinator countersigns and places in the student's externship portfolio.	Program Midpoint Evaluation Form, accumulated Daily Task Log packet, AHLEI competency domain checklist (drawn from Front Desk Representative, Guest Service Professional, and Hospitality Supervisor exam blueprints), SMART goal worksheet	Site supervisor rates the student Satisfactory (score of 3 out of 4) or above on at least four of the five AHLEI-aligned domains on the Midpoint Evaluation Form. A rating of Needs Improvement (2 or below) on any single domain triggers a written improvement plan within five business days; failure to submit an improvement plan results in a hold on continued hours.
4	Final Rotation Hours and Summative Site-Supervisor Evaluation	75	field	The student completes all remaining supervised hours, demonstrates growth on the professional development goal established at midpoint, and receives a final site-supervisor evaluation rating of Satisfactory or above on all AHLEI-aligned competency domains.	Complete final scheduled shifts across assigned departments, continuing to maintain daily task logs; on at least three final shifts the student must perform in an increased-responsibility role (e.g., solo check-in desk coverage, room-block inspector, lead on a guest complaint resolution) to demonstrate readiness for entry-level employment. On the final scheduled shift, site supervisor completes the program's Final Summative Evaluation Form, rating the student on all AHLEI-aligned domains and providing written narrative comments; student reviews the evaluation with the supervisor and signs the form to acknowledge receipt. Student compiles the full externship portfolio—signed Daily Task Logs for all 243 hours, Midpoint Evaluation Form, SMART goal with evidence of progress, Final Summative Evaluation Form, and a one-page written reflection connecting externship experiences to the three AHLEI credential areas—and submits it to the program coordinator within five business days of the final shift.	Program Final Summative Evaluation Form, accumulated Daily Task Log packet, externship portfolio checklist, AHLEI credential competency domain summary sheets, one-page written reflection template	Site supervisor rates the student Satisfactory (3 out of 4) or above on every AHLEI-aligned domain on the Final Summative Evaluation Form; student submits a complete portfolio (all required documents present, all logs supervisor-signed, reflection a minimum of 300 words) by the stated deadline. Any domain rated below Satisfactory or an incomplete portfolio requires remediation before the student advances to Course 10.

Assessments

Assessment	Type	Weight	Pass standard	Method & rubric
Final Summative Site-Supervisor Skills Evaluation	Skills demonstration	70%	Rating of Satisfactory (3 out of 4) or above on every AHLEI-aligned competency domain on the Final Summative Evaluation Form, signed by the host-property supervisor	The host-property supervisor completes the program's structured Final Summative Evaluation Form, rating the student independently on guest service behaviors, professional conduct, front-office technical skills, housekeeping and safety practices, and teamwork and communication—domains drawn directly from the AHLEI Front Desk Representative, Guest Service Professional, and Hospitality Supervisor competency frameworks. Any domain scored below Satisfactory requires a written remediation plan and, where feasible, additional supervised hours before the student may advance to Certification Exam Preparation. Competency · Safety · Attendance · Conduct · Initiative
Externship Portfolio and Reflection Log	Log	30%	Portfolio is complete (all required documents present, all 243 hours logged with supervisor signatures, written reflection minimum 300 words addressing all three AHLEI credential areas), submitted within five business days of the final shift	The student assembles a bound or digital externship portfolio containing supervisor-signed Daily Task Logs covering all 243 hours, the Midpoint and Final Summative Evaluation Forms, the SMART professional development goal with written evidence of progress, and a one-page reflective essay that explicitly connects observed workplace practices to the competency areas tested in the AHLEI Front Desk Representative, Guest Service Professional, and Hospitality Supervisor credential exams. The program coordinator reviews the portfolio for completeness and the reflection for substantive engagement with AHLEI competency domains; a portfolio judged incomplete or a reflection that does not address all three credential areas is returned once for revision before a final pass/fail determination is made. Complete · Verified

HOS-HOTE29-10 Exam prep

Certification Exam Preparation: AHLEI Hospitality Supervisor, Front Desk Representative & Guest Service Professional

68 hr · ~~$680~~ COMPLIMENTARY

This course systematically reviews every content domain tested on the three AHLEI credentials students will sit—Guest Service Professional, Front Desk Representative, and Hospitality Supervisor—using practice questions, timed drills, and targeted remediation. Students identify personal knowledge gaps, reinforce correct terminology and procedures from AHLEI study guides, and build exam-day stamina and strategy. The course culminates in full-length, timed mock exams that replicate the format and difficulty of each credential assessment.

Outcomes

Accurately answer practice questions drawn from all content domains of the AHLEI Guest Service Professional, Front Desk Representative, and Hospitality Supervisor exams at a passing rate of 75% or higher.
Identify personal weak domains from diagnostic results and apply a targeted self-study plan to raise performance in those areas before the credentialing exam.
Apply test-taking strategies—including question analysis, process of elimination, and time management—to complete timed practice sets within the allotted exam window.
Define and correctly use industry terminology from AHLEI study materials as it appears in scenario-based exam questions covering guest services, front office operations, housekeeping, revenue management, and supervision.
Demonstrate readiness to sit all three AHLEI credentialing exams by scoring at or above the program benchmark on each full-length mock exam.

Course text

How the course runs. 4 blocks: Diagnostic Assessment & Exam Blueprint Orientation; Domain-by-Domain Content Review: Guest Service Professional & Front Desk Representative; Domain-by-Domain Content Review: Hospitality Supervisor; Full-Length Mock Certification Exams & Final Remediation.

What competent looks like. Accurately answer practice questions drawn from all content domains of the AHLEI Guest Service Professional, Front Desk Representative, and Hospitality Supervisor exams at a passing rate of 75% or higher. Identify personal weak domains from diagnostic results and apply a targeted self-study plan to raise performance in those areas before the credentialing exam. Apply test-taking strategies—including question analysis, process of elimination, and time management—to complete timed practice sets within the allotted exam window. Define and correctly use industry terminology from AHLEI study materials as it appears in scenario-based exam questions covering guest services, front office operations, housekeeping, revenue management, and supervision. Demonstrate readiness to sit all three AHLEI credentialing exams by scoring at or above the program benchmark on each full-length mock exam.

Lessons · 4 blocks

#	Lesson	Hr	Type	Objective	Activities	Materials	Check
1	Diagnostic Assessment & Exam Blueprint Orientation	12	theory	Students will map their current knowledge to each AHLEI exam's published content domains and produce a written personal study plan that prioritizes weak areas.	Complete a 40-question untimed diagnostic quiz for each of the three credentials (120 questions total drawn from AHLEI-aligned practice banks), then score and chart results by domain on a personal gap-analysis worksheet. Review the AHLEI exam blueprint for each credential side-by-side, annotating which program courses (Front Office, Housekeeping, Guest Services, Revenue, PMS, Supervision) align to each tested domain and noting point-weight emphasis. Draft a two-week personal study plan that schedules daily review of the two lowest-scoring domains identified in the diagnostic, selecting specific AHLEI study guide chapters and practice sets as resources.	AHLEI Hospitality Supervisor study guide, AHLEI Front Desk Representative study guide, AHLEI Guest Service Professional study guide; printed exam blueprint handouts; gap-analysis worksheet template; pencils, highlighters; whiteboard for class domain mapping	Instructor reviews each student's gap-analysis chart and study plan for accuracy and completeness; plan must correctly identify at least two weak domains per credential with specific AHLEI chapter references cited—pass requires all three plans submitted and approved.
2	Domain-by-Domain Content Review: Guest Service Professional & Front Desk Representative	20	practice	Students will answer domain-specific practice questions for the Guest Service Professional and Front Desk Representative credentials and explain the reasoning behind correct answers using AHLEI terminology.	Work through instructor-facilitated question-and-answer rotations organized by GSP domains (creating a service culture, communicating with guests, handling complaints, safety and security awareness) using 10-question mini-sets per domain, discussing each distractor aloud before revealing the answer key. Complete timed 15-question sets covering Front Desk Representative domains (reservations, registration and check-in, cashiering and billing, night audit concepts, interdepartmental communication) under a 20-minute limit, then self-score and record domain performance on a running tracker. Participate in scenario roleplay pairs: one student reads a realistic guest-situation stem aloud and both students independently choose an answer, then compare choices and defend reasoning with reference to the AHLEI study guide text before the instructor provides adjudication.	AHLEI Guest Service Professional study guide; AHLEI Front Desk Representative study guide; domain-sorted practice question sets (instructor-prepared from AHLEI-aligned content); individual domain tracking sheets; timer; whiteboard for class debrief	Running domain tracker reviewed at end of lesson; students must reach 70% or higher on each domain mini-set before the lesson closes—students below 70% on any domain complete an assigned AHLEI chapter re-read and a five-question remediation set before the next lesson, verified by instructor sign-off.
3	Domain-by-Domain Content Review: Hospitality Supervisor	18	practice	Students will answer domain-specific practice questions for the Hospitality Supervisor credential and apply supervisory concepts—scheduling, training, performance management, legal awareness, and cost control—to scenario-based exam items at a 70% or higher accuracy rate.	Work through instructor-led review of Hospitality Supervisor domains (leadership and management fundamentals, training and development, employee relations and legal considerations, quality service and guest satisfaction, financial management basics) using 10-question mini-sets per domain with full group debrief after each set, emphasizing why wrong answers are wrong. Complete a 30-question mixed-domain timed drill (40 minutes) simulating the pacing of the actual Hospitality Supervisor exam, then score individually and enter results into the domain tracker to identify any domain still below 70%. In small groups of three, analyze three extended supervisory vignettes (e.g., handling a performance issue, creating a shift schedule within labor budget, responding to a guest complaint escalation) by identifying which exam domain each vignette tests and selecting the best answer from four options, then presenting reasoning to the class for peer critique.	AHLEI Hospitality Supervisor study guide; domain-sorted practice question sets; extended supervisory vignette handouts (instructor-prepared); individual domain tracking sheets; timer; whiteboard; markers	30-question timed drill scored by instructor; students must achieve 70% overall with no single domain below 60%—students not meeting either threshold receive targeted chapter assignments and a 10-question remediation quiz on the weak domain, graded pass/fail at 70%, before sitting the mock exam.
4	Full-Length Mock Certification Exams & Final Remediation	18	practice	Students will complete one full-length timed mock exam for each of the three AHLEI credentials under exam-condition protocols and achieve a score of 75% or higher on each mock as evidence of readiness to sit the credentialing exams.	Sit three separate full-length mock exams administered on different days in strict exam conditions (no notes, no phones, timed per AHLEI exam guidance, seating separated): AHLEI Guest Service Professional mock, AHLEI Front Desk Representative mock, and AHLEI Hospitality Supervisor mock; instructor collects answer sheets and scores each exam by domain. Attend a personalized score-return conference with the instructor (15 minutes per student) to review the annotated answer report, identify any remaining domain gaps, and receive a targeted final-week study prescription listing specific AHLEI study guide pages and practice items to review before the live credentialing exam date. Complete a final 20-question rapid-fire mixed-credential review covering the highest-frequency error items identified across the class, using a competitive team format (teams earn points for correct answers with correct reasoning stated), reinforcing terminology and procedures in a low-stress, high-engagement close to the course.	Full-length mock exam packets for all three credentials (AHLEI-aligned, instructor-prepared or publisher-provided); bubble answer sheets; timers; score-report template for instructor use; AHLEI study guides for reference during conference only; whiteboard for team rapid-fire activity	Each mock exam scored by instructor; pass benchmark is 75% overall on each of the three mock exams—students who do not reach 75% on any mock are required to complete the personalized study prescription and may request one additional mock set during open lab hours before the credentialing exam date; instructor documents completion.

Assessments

Assessment	Type	Weight	Pass standard	Method & rubric
Three-Credential Full-Length Mock Examination Suite	Mock certification exam	100%	75% or higher on each of the three separate mock exams (AHLEI Guest Service Professional, AHLEI Front Desk Representative, AHLEI Hospitality Supervisor); students not meeting this benchmark on any individual credential mock must complete instructor-assigned targeted remediation and are strongly encouraged to repeat that mock before sitting the live credentialing exam.	Each student sits one full-length, timed mock exam for each of the three AHLEI credentials under simulated testing conditions with no reference materials permitted, producing three scored results that are reviewed with the instructor in an individual conference. The suite serves as the program's final readiness gate, confirming that each student has the domain knowledge and exam-pacing skills needed to succeed on the official AHLEI credentialing exams. Score · Time management

Program completion

External credential: AHLEI Front Desk Representative; AHLEI Guest Service Professional; AHLEI Hospitality Supervisor

Students sit the AHLEI Guest Service Professional, AHLEI Front Desk Representative, and AHLEI Hospitality Supervisor credential exams, all administered by the American Hotel & Lodging Educational Institute (AHLEI). Pass standard: Credential issued by the body.

Back to Hotel & Hospitality Operations · How the school gets authority to award these credentials