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THE MARK OF EXCELLENCE

American Hotel & Lodging Association

Serving the hospitality industry for more than a century, AH&LA is the sole national association
representing all sectors and stakeholders in the lodging industry, including individual hotel
property members, hotel companies, student and faculty members, and industry suppliers.
Headquartered in Washington, D.C., AH&LA provides members with national advocacy on
Capitol Hill, public relations and image management, education, research and information,
and other value-added services to provide bottom line savings and ensure a positive business
climate for the lodging industry.

Sirviendo a la industria de la hospitalidad por ms de un siglo, el American Hotel & Lodging Association
(AH&LA) es la nica asociacin en los Estados Unidos a nivel nacional que representa a todos los sectores
y partes interesadas en la industria hotelera, incluyendo los miembros individuales de la propiedad del hotel,
las empresas hoteleras, estudiantes, profesores, y proveedores de la industria. Con sede en Washington,
DC, AH&LA ofrece a sus miembros con la defensa nacional en el Capitolio, relaciones pblicas y gestin de
imgenes, la educacin, investigacin e informacin, y otros servicios de valor aadido para proporcionar
obtencin de ganancias y garantizar un clima de negocios positivo para la industria hotelera.

Educational Institute

Established in 1953, as a nonprofit educational foundation of the American Hotel & Lodging
Association, the American Hotel & Lodging Educational Institute (EI) is one of the finest
nonprofit organizations committed to hospitality training and education, supported by quality
standards of practice through leadership, professional certification, education, and advocacy.

Direct industry input goes into the development of every one of our products, ensuring that the
knowledge you gain is up-to-date, practical, and accurate. Leading hotel brands and thousands
of properties around the world use our products and courses for their corporate training.

More than 1,500 universities, colleges, vocational technical schools, and governmental agencies worldwide use the
Educational Institute courses and textbooks in their classrooms. The Educational Institute offices are located in
Florida, Michigan, and India.

Establecida en 1953, como una fundacin sin fines de lucro de educacin de la American Hotel & Lodging
Association, el American Hotel & Lodging Educational Institute (EI) es una de las mejores organizaciones sin
fines de lucro comprometida con la formacin de hoteles y la educacin, apoyado por estndares de calidad de
la prctica a travs del liderazgo, la certificacin profesional, educacin y defensa.

Entrada directa en la industria va en el desarrollo de cada uno de nuestros productos, asegurando que el
aumento de los que el conocimiento est al da, prctico y preciso. Las principales marcas de hoteles y miles
de propiedades en todo el mundo utilizan nuestros productos y cursos para la formacin corporativa.

Ms de 1,500 universidades, colegios, escuelas de formacin profesional tcnica, y las agencias


gubernamentales mundialmente utilizan nuestros cursos y los libros de texto en sus clases. Las oficinas del
Instituto se encuentran en Florida, Michigan, y la India.
CERTIFICATION TABLE OF CONTENTS
Certification Career Path 3
Professional Certification4
Getting Certified. 4
Qualifications. 4
Online Exams..5
Review Sessions and Exams...5
Certification Process.......5
Recertification.....6

Certification Designations
Guest Service Gold: Training and Certification
Certified Guest Service Professional (CGSP)......9
Certified Guest Service Property/Partner............9

Executive
Certified Hotel Administrator (CHA).....10-11

Department Head
Certified Rooms Division Executive (CRDE).....12
Certified Hospitality Housekeeping Executive (CHHE)..12
Certified Hospitality Facilities Executive (CHFE)........12
Certified Hospitality Trainer (CHT) .............7
Certified Lodging Security Director (CLSD)......12
Certified Food and Beverage Executive (CFBE) ....13

Managerial
Certified Hospitality Revenue Manager (CHRM)...14
Certified Hospitality Sales Professional (CHSP)...14

Supervisor
Certified Hospitality Supervisor (CHS)......15
Certified Lodging Security Supervisor (CLSS)......15
Certified Hospitality Department Trainer (CHDT)........7

Front-Line
Certified Restaurant Server.......16
Certified Front Desk Representative..16
Certified Guestroom Attendant.....16
Certified Maintenance Employee......16
Certified Lodging Security Officer.....17

Specialty
Certified Master Hotel Supplier (CMHS)...18
Certified Hospitality & Tourism Management Professional (CHTMP)...18
Certified Spa Supervisor (CSS)....19
Certified Hospitality Educator (CHE).....20
Certified Hospitality Instructor (CHI)....20
1
Achieve the highest RECOGNITION
for hospitality excellence through
PROFESSIONAL CERTIFICATION

The American Hotel & Lodging Educational Institute (EI) is globally recognized as the
preeminent leader in hospitality certification for all facets of the industry, including:

Hotels Food & Beverage outlets Trainers Hospitality educators Hotel suppliers

EI offers more than 20 certification programs covering every level of hotel


employees, from front line all the way to general managers.

www.ahlei.org/certification
1-888-575-8726 | 1-407-999-8100
2
CERTIFICATION CERTIFICATION HOSPITALITY CAREER PATH
Certication Career Path
Revenue Food & Human
Front Oce Management Beverage Housekeeping Maintenance Security Resources Sales
Executive

CHA
Certied Hotel Administrator
Department Head

CRDE CFBE CHHE CHFE CLSD CHT


Certied Certied Certied Certied Certied Certied
Rooms Food and Hospitality Hospitality Lodging Hospitality
Division Beverage Housekeeping Facilities Security Trainer
Executive Executive Executive Executive Director

CHRM CHSP
Managerial

Certied Certied
Hospitality Hospitality
Revenue Sales
Manager Professional

CLSS CHDT
Supervisor

CHS Certied Certied


Certied Hospitality Supervisor Lodging Hospitality
Security Department
Supervisor Trainer

Certied Certied Certied Certied Certied


Front Desk Restaurant Guestroom Maintenance Lodging
Representative Server Attendant Employee Security
Ocer
Line

CGSP
Certied Guest Service Professional

CMHS CHE CHI CSS CHTMP


Specialty

Certied Certied Certied Certied Certied Hospitality


Master Hotel Hospitality Hospitality Spa & Tourism
Supplier Educator Instructor Supervisor Management
Professional

www.ahlei.org/certification | 1-407-999-8100 | 1-888-575-8726

3
Professional Certification Getting Certified
In order to become certified by EI, you must meet the
Widely recognized as the preeminent leader in hospitality knowledge requirements, the experience requirements
certification, the American Hotel & Lodging Educational and successfully complete a certification examination.
Institute (EI) provides certification for hospitality EI recommends that you carefully review the prerequisites
professionals in all facets of the industry, including: for the designation of interest, to ensure that you meet the
eligibility requirements.
hotels .
food & beverage establishments Qualifications
trainers A qualification recognizes the competence of individuals in
hospitality educators specific areas. A certification candidate must currently hold
the qualifying position in order to apply for a designation
hotel suppliers
and take the certification exam.
spas
Certification Completion
Professional Certification demonstrates proficiency. It is a
Candidates who complete the qualification process and
concrete indication of your skill, and shows employers and
meet the eligibility requirements and successfully complete
guests that you are committed to your profession and are
the exam will receive a certificate and lapel pin.
well trained with proven abilities.
The certification designation may be used on letterhead,
Continuing education is a lifelong process and is motivated
business cards, and other writings.
by a number of factors, including curiosity, self-identified
gaps in knowledge, and the desire to provide the very best
For complete qualification information, paperwork
as an individual and the very best guest service.
requirements, application and information on the specific
certification designation you are interested in, please visit
Although certification is voluntary, individuals have the
www.ahlei.org/certification or contact the Certification
responsibility to demonstrate competence before expecting
Department.
the recognition and rewards of a profession. In addition,
certification and the process of certificate maintenance
through continuing education lend credibility to many Certification Examination
professions in legislative and policy arenas. Our high-quality exams are designed to ensure maximum
value to our customers, and each has been rigorously tested
before release. Certification exams are offered through
Benefits of Certification traditional print testing, with select exams offered through
Competitive edge in the industry online testing.
Career improvement
Employment opportunities All examinations must be administered under the
Higher wages supervision of a proctor. A proctor may be a CHA, a
Job retention hospitality educator, an AH&LA member association/
Promotion eligibility federation executive, your immediate supervisor, or a
member of the clergy.

Review Sessions and Exams


Certification-specific review sessions and exams are offered
for select designations. The review class is an excellent
opportunity to prepare for the exam.

A standard review session features an overview of the


program materials that you study prior to attending the
review and allows you a chance to ask questions in an
informal discussion environment, and is usually followed by
a proctored exam session.
4
CERTIFICATION
Certification Process Exam
See individual certifications for the time allowance from
date of enrollment to successfully complete the exam.
When You Apply
It is important when applying for a certification that
all supporting documentation listed on the application Candidate Passes Exam
is provided. This will help ensure that the application Candidates receive their pin and certificate approximately
is processed in a timely manner. Single applications three weeks after successfully passing the certification
are processed in approximately two weeks from being exam. Candidates enrolled in the Early Entry (Plan C)
received. Applications submitted in groups, (more than option do not receive a certificate and pin until the time
ten) are processed in approximately four weeks from being requirement has been met.
received.

Exam Preparation Material


If exam preparation materials are included in the
certification program fee, they will ship once the application Contact the Certification Department for an up-to-date
process is complete with supporting documentation and listing of review classes and examination sessions, or
payment. to learn more about holding an EI-sponsored review
and/or exam session at industry conventions or
through a local state association.

In This Photo:
Fifteen professionals attended a CHT review and exam session during a CHART
Conference and earned their Certified Hospitality Trainer (CHT) designation.

5
CERTIFICATION
Recertification
Recertification begins the day candidates earn their
Free Courses Count toward Recertification
Schneider Electrics Energy University offers many
certification, and designees hold their certification for
free courses that count as education points toward
five years. During this time, the program requires that
recertification for the following designations:
certification designees maintain their qualifying position
within the industry; and earn a minimum amount Certified Hotel Administrator (CHA)
of documented points by fulfilling various activity
Certified Hospitality Facilities Executive (CHFE)
requirements based on the level of involvement and time
spent doing the activity within the next five years.
Visit the MyEnergy University website
The categories for which points are awarded include: to enroll today.
Professional Experience http://www2.schneider-electric.com
Professional Development Activities/Seminars
Industry Related Involvement
Educational Services Recertification Designations
The following certifications require maintenance over a five
Upon successful completion of the Recertification year term for recertification and continued recognition.
Maintenance Program, the certification holder will be
permitted to continue using the initials as part of their Certified Hotel Administrator (CHA)
certification designation. Certified Rooms Division Executive (CRDE)

Ways to Earn Recertification Points Certified Food & Beverage Executive (CFBE)
Certified Hospitality Housekeeping Executive (CHHE)
Maintain their qualifying position within the industry Certified Hospitality Facilities Executive (CHFE)
Certified Lodging Security Director (CLSD)
Completion of any EI Distance Learning Course provides
5 points toward the recertification point total. Courses Certified Hospitality Trainer (CHT)
may be taken online or through traditional, paper-based Certified Hospitality Revenue Manager (CHRM)
distance learning. For list of course offerings, visit
Certified Hospitality Sales Professional (CHSP)
www.ahlei.org/distancelearning
Certified Hospitality Educator (CHE)
Participate in AH&LA/American Express Seminar for Certified Master Hotel Supplier (CMHS)
recertification points. Points vary by seminar title.

Attend industry tradeshows, conferences or


conventions.

Visit www.ahlei.org/recertification or contact the


Certification Department for a recertification packet.

6 www.ahlei.org 1-407-999-8100 1-888-575-8726


Keep Pace with
Improve your
Learn to your Experience with Others
Todays successful training managers must have effective training techniques as well as effective methods to
assess training. Achieve these distinctive training certifications and be recognized as a professional trainer in
the hospitality industry.

Certified Hospitality Trainer (CHT) Certified Hospitality Department Trainer (CHDT)


Property-level training director or A person who is responsible for training
department head or corporate level individuals for functional skills in a hospitality
training executive at a hospitality position.
company.

Earning my Certified Hospitality The CHDT Program is an excellent


Trainer (CHT) gave me both education program which surpassed all my
and confidence. We all need to look expectations. The program is very
for ways to improve upon what we do informative and a necessity for
as business professionals and with training standards. Through it I
CHT, I can feel confident in my skills am now better able to plan and
and my class participants can know execute each training module
that they are being trained by resulting in maximum benefits to
a professional trainer. the participants.

Travis Smith, CHT Rose Forde, CHDT


Best Western International ROSJO Hospitality Services,
Barbados

7
www.ahlei.org/guestservicegold
1-407-999-8100

8
CERTIFICATION
Guest Service Gold Training Program
Five-star service begins with your
Certified Guest Service Professional (CGSP)
Each employee who completes the Guest Service Gold
employees, and service is more important Training Program is eligible to become a Certified Guest
than ever in a tough, tight, and competitive Service Professional (CGSP).
market. Excellent guest service is not an
expense, but an investment. Look beyond Complete and return a CGSP application to the
the standard guest service training and get recognized for Educational Institute, along with fee.
implementing and achieving guest service best practices Successfully pass the 30-question certification exam
with Guest Service Gold. with a score of 80% or higher.
CGSP exam is available in English and Spanish, in print
Guest Service Gold is a comprehensive program designed to or online format.
accomplish the goal of creating guest service-oriented front
line employees who know how to engage with their guests 2011
to provide memorable guest service. 06500PGF01ENGE English/Certification
06500PGF01SPGE Spanish/Certification
Core components include training, employee certification
and property certification and can be implemented by Certified Guest Service Property or
any service oriented business, such as restaurants, Certified Guest Service Partner
transportation companies, attractions, and retail outlets, Take the first step to improving your
not just lodging properties. It can also be used in academic propertys guest service ratings and
settings to provide students with a solid foundation in guest become a Certified Guest Service
service skills. Property. This property certification is
essential to promote your propertys
Completion of Guest Service Gold can lead to the Certified commitment to guest service and guest
Guest Service Professional (CGSP) designation. Once satisfaction.
all line-level employees pass the CGSP, the property or
organization can apply for the Certified Guest Service Once all line-level employees pass the Certified Guest
Property/Partner designation. Service Professional exam, your property can apply to be
recognized as a Certified Guest Service Property or
Guest Service Gold features a video with seven brief Certified Guest Service Partner.
stories designed to motivate and inspire hotel employees
to go for the gold and provide service above and beyond Successful properties and/or organizations will receive
the call of duty. a CGSP certification plaque to display prominently for
guests to recognize their commitment to providing
Program includes: 22 minute video (DVD), pre-shift lesson
exceptional guest service.
plans, one Trainers Guide, five Participant Workbooks
The Certified Guest Service Property or Certified Guest
Additional workbooks sold separately
Service Partner designation is valid for one (1) year from
Available in English and Spanish (print and online).
the property issue date.
2011
Visit www.ahlei.org/guestservicegold for recertification
06500DVP01ENGE English/Program
qualifications.
06500WKB01ENGE English/Participant Workbooks
06500DVP01SPGE Spanish/Program
06500WKB01SPGE Spanish/Participant Workbooks Academic Institution
06500WEB01ENGE English/Online Program Guest Service Gold is available to schools with additional
06500WEB01SPGE Spanish/Online Program materials to assist instructors with presenting the program
in an academic setting. Schools may choose to use the
The Guest Service Gold Program does not include the program with or without the Certified Guest Service
Certified Guest Service Professional (CGSP) Certification Professional (CGSP) exam.
designation. CGSP is priced separately.
9
Executive Designation Program Details
Fee includes: CHA Exam Preparation Booklet, Three
Volume Resource Materials CD, and Exam. Certificate and
Certified Hotel Administrator (CHA)
lapel pin upon successful completion of the exam.
The Certified Hotel Administrator (CHA) is
the most prestigious certification available
Exam: The CHA exam consists of 200 multiple-choice
to a hotel general manager or hospitality
questions that must be answered within a four-hour time
executive. Those who earn the CHA
period. The CHA exam is available as paper-based or online.
become part of an elite group of hospitality
It must be successfully completed within six months from
professionals who, by combining education
date of enrollment into the certification program. If you
and experience with dedication to the industry, have
fail the exam on the first attempt, two retakes are allowed
achieved a high level of expertise.
within this six-month time frame. Retake fees apply.

Proctor: A proctor may be a CHA, a hospitality educator,


an AH&LA member association/federation executive, your
Candidates must be a general manager, owner/operator in
immediate supervisor, or a member of the clergy.
a lodging hospitality company; or employed as a corporate
executive responsible for the operation of three or more
Recertification: Every five years.
properties, who serves as a regional or corporate director
of operations, or has ultimate corporate responsibility
for rooms, marketing, accounting and finance, human
resources, or engineering. Training and education are so important
in our industry. Thats why my CHA
Prerequisites designation is so importantits a
Candidates must be currently employed in the hospitality recognizable validation of the knowledge
industry. Candidates who are in a qualifying position may and skills Ive acquired during my
apply for certification in one of three ways (see application professional career. Now that I have my
for additional details): CHA, Im encouraging Kimptons general
managers to pursue this professional
PLAN A Education Emphasis designation if they have not already
Minimum two-year degree from an accredited institution achieved it.
and two years of full-time experience in the qualifying
position. Ron Vlasic, CHA
Regional Vice President
PLAN B Experience Emphasis Kimpton Hotels & Restaurants
Three years of full-time experience in the qualifying
position.

PLAN C Early Entry


Current full-time employment in the qualifying position
and meet the experience requirement in order to earn the
Professional Certification designation.

10
CERTIFICATION
Certified Hotel Administrator (CHA) CHA Online Assessment Tool
Candidates for the CHA can test their readiness for the
Online Review
The CHA Online Review offers busy hospitality exam with the online assessment tool.
professionals a convenient, self-paced means to prepare The CHA Assessment Tool consists of six 30-question
for their CHA exam. It offers the same instruction as the quizzes that correlate to the six sections of the CHA exam
live event and more! preparation material.

This 6.5-hour online session includes: After completion of the test, which contains questions
similar in format and content to those in the corresponding
Six (6) modular presentations that correlate to each exam, candidates receive an evaluation report indicating
section of the study materials: their score and skill level against the required benchmarks.
Financial Management
Marketing and Sales The assessment includes a detailed performance report
Leadership Management and a review of missed questions. It also identifies where
Human Resources Management the correct information may be found in the corresponding
Rooms Management Exam Preparation Booklet and Resource Materials CD for
Food and Beverage Management further review, and includes:

120 days of access to the web-based review 120 days of access to the Assessment Tool
Sample examination questions Three opportunities to practice each section

2011 English/Certification Assessment report after each use


08001WEB01ENGE English/Online Course
The Online Review and Assessment Tool are only available
to those hospitality candidates who have submitted a CHA
application to EI and have met the necessary prerequisites
for the specific certification program.

It was a rewarding experience earning


my CHA and it has already changed my
life for the better.

Chioma Omotayo, CHA


General Manager
Ikoyi Hotels

11
Department Head Designations Prerequisites
Candidates must currently be employed in the hospitality
industry. Candidate who are in a qualifying position may
Certified Rooms Division Executive (CRDE) apply for certification in one of three ways (see application
Certified Food and Beverage Executive (CFBE) for additional details):
Certified Hospitality Housekeeping Executive (CHHE)
Certified Hospitality Facilities Executive (CHFE) PLAN A Education Emphasis
Certified Lodging Security Director (CLSD) Minimum two-year degree from an accredited institution
and one year of full-time experience in the qualifying
position.

Certified Rooms Division Executive PLAN B Experience Emphasis


(CRDE) Two years of full-time experience in the qualifying position.
Executive or management level in rooms division
operations at a lodging hospitality company. PLAN C Early Entry
Current full-time employment in the qualifying position
Certified Food and Beverage Executive and meet the experience requirement in order to earn
(CFBE) the Professional Certification designation.
Executive or management level in food and
beverage or culinary operations.

Certified Hospitality Housekeeping Executive


(CHHE)
Executive or management level in housekeeping
operations at a lodging hospitality company.

Certified Hospitality Facilities Executive


(CHFE)
Executive or management level in engineering/
facilities operations at a lodging hospitality
company.

Certified Lodging Security Director


(CLSD)
Security Director, Risk Management Director,
or Loss Prevention Director at a property level
or as a corporate executive employed by a firm
responsible for the operation of three or more properties,
who serves as regional or corporate director of security, or
has ultimate corporate responsibility for security and/or risk
management issues. Tourism Police Officer may also qualify.

The Educational Institute worked with the American Hotel & Lodging
Association (AH&LA) Loss Prevention Committee, the U.S. Department
of Homeland Security (DHS), and other agencies to update our current
security certifications and to develop new programs designed to provide
12 hospitality security personnel and other employees with information on
terrorism awareness and anti-terrorism preparedness.
CERTIFICATION
Program Details
Fee includes: Each Department Head designation
Certified Food and Beverage Executive (CFBE)
Online Assessment Tool
includes Study Materials, along with practice Candidates for the CFBE professional certification can test
questions, and Exam. Certificate and lapel pin upon their readiness for the exam with the online assessment tool.
successful completion of the exam.
The CFBE Assessment Tool consists of six 20-question
Exam: Department head exams consists of 150 quizzes that correlate to the six sections of the CFBE exam
preparation material. After completion of the test, which
multiple-choice questions that must be answered
contains questions similar in format and content to those in
within a three-hour time period. All exams are available the corresponding exam, candidates receive an evaluation
paper-based or online. It must be successfully report indicating their score and skill level against the
completed within six months from date of enrollment required benchmarks.
into the certification program. If you fail the exam on
the first attempt, two retakes are allowed within this The Assessment Tool is available only to those hospitality
six-month time frame. Retake fees apply. candidates who have submitted a CFBE application to EI
and have met the necessary prerequisites for the specific
Proctor: A proctor may be a CHA, a hospitality certification program.
educator, an AH&LA member association/federation
executive, your immediate supervisor, or a member of
the clergy.

Recertification: Every five years.

13
MANAGERIAL DESIGNATIONS Certified Hospitality Sales Professional (CHSP)
Banquet/catering manager, director of sales, sales
manager, and sales coordinator. Fifty percent or more of
Certified Hospitality Revenue Manager (CHRM)
the duties and responsibilities involve sales of
Certified Hospitality Sales Professional (CHSP) sleeping rooms and/or meeting space to groups
or individuals. All areas of hospitality sales are
included: room, convention/conference, banquet/
catering, group, etc.
Certified Hospitality Revenue Manager (CHRM)
Revenue manager, reservation manager, Prerequisites
and director of revenue management. Fifty Candidates must currently be employed in the hospitality
percent or more of job responsibilities involve industry. Candidates who are in a qualifying position may
forecasting, and analyzing, inventories, rates apply for certification in one of three ways (see application
and occupancy. for additional details):

Prerequisites PLAN A Education Emphasis


Candidates must currently be employed in the hospitality Minimum two-year degree from an accredited institution
industry. Candidates who are in a qualifying position may and six months of full-time experience in the qualifying
apply for certification in one of three ways (see application position.
for additional details):
PLAN B Experience Emphasis
PLAN A Education Emphasis One year of full-time experience in the qualifying position.
Minimum two-year degree from an accredited institution and
six months of full-time experience in the qualifying position. PLAN C Early Entry
Current full-time employment in the qualifying position
PLAN B Experience Emphasis and meet the experience requirement in order to earn the
One year of full-time experience in the qualifying position. Professional Certification designation.

PLAN C Early Entry Program Details


Current full-time employment in the qualifying position Fee includes: Study Materials, along with practice
and meet the experience requirement in order to earn the questions, and Exam. Certificate and lapel pin upon
Professional Certification designation. successful completion of the exam.

Program Details Exam: Exams consists of 100 multiple-choice questions


Fee includes: Study Materials, along with practice that must be answered within a two-hour time period. All
questions, and Exam. Certificate and lapel pin upon exams are available paper-based or online. It must be
successful completion of the exam. successfully completed within six months from date of
enrollment into the certification program. If you fail the
Exam: Consists of 125 multiple-choice questions that must exam on the first attempt, two retakes are allowed within
be answered within a three-hour time period. All exams are this six-month time frame. Retake fees apply.
available paper-based or online. It must be successfully
completed within six months from date of enrollment into Proctor: A proctor may be a CHA, a hospitality educator,
the certification program. If you fail the exam on the first an AH&LA member association/federation executive, your
attempt, two retakes are allowed within this six-month time immediate supervisor, or a member of the clergy.
frame. Retake fees apply.
Recertification: Every five years.
Proctor: A proctor may be a CHA, a hospitality educator,
an AH&LA member association/federation executive, your
immediate supervisor, or a member of the clergy.

Recertification: Every five years.

14
CERTIFICATION
Supervisor Designations Certified Lodging Security Supervisor (CLSS)
A person who supervises two or more individuals; has job
Certified Hospitality Supervisor (CHS) duties that are at least 20 percent supervisory in nature
Certified Lodging Security Supervisor (CLSS) and which include such tasks as scheduling,
training, interviewing, discipline, inspecting
and conducting performance reviews;
makes decisions and judgment calls while
performing daily duties; and has input
Certified Hospitality Supervisor (CHS)
on hiring and firing decisions within the
A person who supervises two or more
security/risk management/loss prevention department.
individuals; has job duties that are at least
20 percent supervisory in nature and which
Prerequisites
include such tasks as scheduling, training,
interviewing, discipline, inspecting and Candidates must currently be employed in the hospitality
conducting performance reviews; makes decisions and industry. Candidate who is in a qualifying position may
judgment calls while performing daily duties; and has input apply for certification in one of two ways (see application
on hiring and firing decisions within a department. for additional details):

Prerequisites PLAN A Education Emphasis


Minimum two-year degree from an accredited institution
Candidates must currently be employed in the hospitality
and three months of full-time experience in the qualifying
industry. Candidate who is in a qualifying position may
position.
apply for certification in one of two ways (see application
for additional details):
PLAN B Experience Emphasis
Six months of full-time experience in the qualifying
PLAN A Education Emphasis
position.
Minimum two-year degree from an accredited institution
and three months of full-time experience in the qualifying
Program Details
position.
Fee includes: Study Materials, along with practice
questions, and Exam. Certificate and lapel pin upon
PLAN B Experience Emphasis
successful completion of the exam.
Six months of full-time experience in the qualifying
position.
Exam: Exams consists of 125 multiple-choice questions
that must be answered within a two-hour time period. All
Program Details
exams are available paper-based or online. It must be
Fee includes: Exam. Certificate and lapel pin upon
successfully completed within six months from date of
successful completion of the exam. (Study resource not
enrollment into the certification program. If you fail the
included.)
exam on the first attempt, two retakes are allowed within
this six-month time frame. Retake fees apply.
Exam: Exams consists of 100 multiple-choice questions
that must be answered within a two-hour time period. All
Proctor: A proctor may be a CHA, a hospitality
exams are available paper-based or online. It must be
educator, an AH&LA member association/federation
successfully completed within six months from date of
executive, your immediate supervisor, or a member of
enrollment into the certification program. If you fail the
the clergy.
exam on the first attempt, two retakes are allowed within
this six-month time frame. Retake fees apply.
Recertification: Not required.
Proctor: A proctor may be a CHA, a hospitality educator,
Study Resource
an AH&LA member association/federation executive, your
immediate supervisor, or a member of the clergy. Recommended preparation for the Certified Hospitality
Supervisor (CHS) exam is the Supervisory Skill Builders
Recertification: Not required. nine-workbook series that presents supervisors with the
skills and competencies needed to successfully manage
their employees. 15
09510SKP03ENGE - English
HOSPITALITY SKILLS
CERTIFICATION Study Resource

Certified Front Desk Representative Recommended guides for preparing for the front-line
Certified Guestroom Attendant certification exams include step-by-step task breakdowns
Certified Maintenance Employee of the knowledge and skills needed to perform these jobs.
Certified Restaurant Server Separate fees apply.

These Hospitality Skills Certification (HSC) 08022SGG02ENGE TRAC Restaurant Server


programssupport skill and knowledge trainingintegrated 08030SGG02ENGE TRAC Front Desk Representative
with performance assessment, recognition and 08031SGG02ENGE TRAC Guestroom Attendant
achievement. 08037IGP01ENGE Maintenance Employee Skills Guide

Online programs also available for these positions.

Individuals who currently work in the hospitality industry.

Prerequisites
Candidates must currently be employed in the hospitality
industry. No minimum time requirement (see order form
for additional details). MAINTENANCE
EMPLOYEE

Program Details
Fee includes: Exam. Certificate and lapel pin upon
successful completion of the exam. (Study resource not
included.)

Exam: Consists of 30 multiple-choice questions that must


be answered within a one-hour time period.

Proctor: A proctor may be a CHA, a hospitality


educator, an AH&LA member association/federation
executive, your immediate supervisor, or a member of
the clergy.

Recertification: Not required.

16
CERTIFICATION Security The Lodging Security Officer Program
2011, Program
The Lodging Security Officer Program provides general
Certified Lodging Security Officer (CLSO)
techniques and tips as well as hospitality-specific
information that security officers and other employees need
to provide effective security at lodging properties.
New or updated topics include:
Lodging Security Officer, Tourism Police Officers
Child trafficking/Protection of children
Prerequisites Expanded bomb search information
Candidates must be employed in the position of a property-
level security officer with at least 90 days experience in the Anti-terrorism/Signs of terrorism
position. Active shooters
Hostage situations
Program Details
Fee includes: Exam. Certificate and lapel pin upon Shelter-in-place
successful completion of the exam. (Study resource not Handling the death of a guest
included.)
Revised ADA service
Exam: Consists of 60 multiple-choice questions that must
be answered within a two-hour time period. The program consists of:
four modular textbooks
Proctor: A proctor may be a CHA, a hospitality
educator, an AH&LA member association/federation one 15-minute DVD
executive, your immediate supervisor, or a member of supplement
the clergy. one workbook with progress quizzes

Recertification: Not required. Developed in a self-study formatemployees read


the textbooks and complete corresponding workbook
exercises, and complete progress tracking quizzes.
Study Resource This program may also be used for group training.
05620ISE03ENGE - English/Program
The Lodging Security Officer Program is a beneficial tool
in preparation for the Certified Lodging Security Officer
(CLSO) exam.

Eye on Awareness Hotel Security Training


Employees are the first line of response and should be part of your propertys security measures. It is
important to recognize that security isnt just the security staffs responsibility; its a part of every hotel
employees day-to-day responsibilities.

Eye on Awareness offers hotels a convenient way to increase employee awareness about their role in
keeping their property safe by learning how to recognize and report suspicious activities. This online
program includes interactive, multimedia lessons enhanced by review questions to assess employee
comprehension.

07080WEB01ENGE - English/Online Program


07080WEB01SPGE - Spanish/Online Program

www.ahlei.org/eyeonawareness 17
SPECIALTY DESIGNATIONS Certified Hospitality & Tourism Management
Professional (CHTMP)
Certified Master Hotel Supplier (CMHS) The new Hospitality and Tourism Management Program
Supplier introduces the hospitality and tourism industry on a global
Food & Beverage scale with a large focus on diversity. The new curriculum
Certified Hospitality & Tourism Management Professional provides specific skills and knowledge
(CHTMP) for students, leading to an industry-
Certified Spa Supervisor (CSS) recognized and portable professional
Certified Hospitality Educator (CHE) certification from EICertified
Certified Hospitality Instructor (CHI) Hospitality & Tourism Management
Professional (CHTMP).
Certified Master Hotel Supplier (CMHS)
Professional hotel suppliers must possess a Prerequisites
level of expertise that extends beyond the role Candidates for the CHTMP must complete the following:
of salesperson and order taker. This expertise Pass both HTMP Year 1 and HTMP Year 2 final exams
prepares them to serve as advisors who help with a score of 70% or higher.
customers make better business decisions.
The Certified Master Hotel Supplier (CMHS) designation 100 hours of work experience in a qualifying position.
recognizes that expertise. Qualifying position is defined as working, whether paid or
unpaid, in the hospitality industry.
Hospitality industry is defined by four categories:
Accommodations, Food & Beverage, Transportation, or
Supplier of products or services to the hospitality industry. Attractions. (see Page 11 of Year 1 text)
Prerequisites There is no supervisory level requirement.
Candidate must currently be employed by a company that Work requirement can be done over the course of the 2
supplies the hospitality industry. (see application form for year program, but must be completed within 120 days (4
additional details). months) of taking the Year 2 final exam.
Program Details
The CHTMP designation will replace the Certified Front
Fee includes: Study materials corresponding with Supplier Desk Supervisor (CFDS).
or Food & Beverage track as indicated on application, along
with practice questions, and Exam. Certificate and lapel pin The Certified Hospitality & Tourism Management
upon successful completion of the exam. Professional designation and the Hospitality Tourism &
Management Program-Year 2 will be available in 2013.
Exam: Consists of 125 multiple-choice questions that must
be answered within a three-hour time period. All exams are
available paper-based or online. It must be successfully
completed within six months from date of enrollment into
the certification program. If you fail the exam on the first
attempt, two retakes are allowed within this six-month time
frame. Retake fees apply.

Proctor: A proctor may be a CHA, CMHS, a hospitality


educator, an AH&LA member association/federation
executive, your immediate supervisor, or a member of
the clergy.

Recertification: Every five years.

18
CERTIFICATION
Certified Spa Supervisor (CSS)
The Certified Spa Supervisor program
Program Details
Fee includes: Exam. Certificate and lapel pin upon
is a certification for spa supervisors and successful completion of the exam. (Study resource not
managers. The certification program included.)
was developed by the International SPA
Association (ISPA) in partnership with the Exam: Consists of 116 multiple-choice questions that
Educational Institute. must be answered within a two-hour time period. All exams
are available paper-based or online. It must be successfully
completed within six months from date of enrollment into
the certification program. If you fail the exam on the first
A qualifying supervisor is a person who supervises two attempt, two retakes are allowed within this six-month time
or more individuals; has job duties that are at least 20 frame. Retake fees apply.
percent supervisory in nature and include such tasks as
scheduling, training, interviewing, disciplining, inspecting, Proctor: A proctor may be a CHA, CSS, a hospitality
and conducting performance reviews; makes decisions and educator, an AH&LA member association/federation
judgment calls while performing daily duties; and has input executive, your immediate supervisor, or a member of
on hiring and firing decisions within a spa facility. the clergy.

Prerequisites: Recertification: Not required.


The Certified Spa Supervisor application is only available as
part of the Supervisory Skill Builders for the Spa Industry
program, which must be completed as a prerequisite for
certification.

All plans require documented evidence of experience and


successful completion of a comprehensive examination.
Applicants may pursue the CSS designation through one of
two options:

Plan 1 Eligibility-- Experience


Successful completion of the ISPA Supervisory Skill
Builders Series
And
Current full-time employment in a CSS qualifying position
with at least three months of full-time experience in one
or more such positions.

Plan 2 Eligibility-- Early Entry


Successful completion of the ISPA Supervisory Skill
Builders Series
And
Not currently employed in a CSS qualifying position.
However I understand that if I am accepted in the
CSS program I will have six months from the time I
successfully pass the CSS exam to secure full-time
employment as a qualified supervisor in the spa industry
and to have held one or more such positions for a
minimum of three months.
19
Certified Hospitality Educator (CHE) Certified Hospitality Instructor (CHI)
Discover the latest high-impact instructional The CHI was developed to help high school
methods and help your students excel! The CHE teachers effectively teach lodging, tourism, and
program is the only professional development food & beverage courses. The program consists
opportunity designed for hospitality educators of three levels offered during the summer. Each
around the world. The CHE program enables you level is a five-day professional development
to strengthen students critical thinking and motivation to workshop. During the sessions, participants network with
learn, share ideas with your peers, and receive recognition other educators and industry professionals, while being
for your teaching abilities from students, colleagues, and taught by leading post-secondary hospitality educators and
the industry. getting behind-the-scenes tours at lodging properties.

Post-secondary hospitality educator. The CHI program is designed for individuals currently
employed full-or part-time as a high school instructor
Prerequisites teaching a hospitality or tourism curriculum.
Candidates must currently be employed full-time as a
post-secondary hospitality educator. Candidate who is in a Prerequisites
qualifying position may apply for certification in one of two Candidates must be currently teaching in a high school
ways (see application for additional details): hospitality program, hold state teacher certification, and
have an academic degree.
Plan A Education Emphasis
Baccalaureate degree or international diploma from an Program Details
approved institution. Minimum two-years of full-time Fee includes: Workshops and exams. Certificate and lapel
experience in the qualifying position, with a minimum of pin upon successful completion of workshops, exams, and
one year in a managerial or supervisory position. internship.

Plan B Experience Emphasis Exam: Three exams (one for each level), consisting of 50
Currently employed full-time or part-time as a post- multiple-choice questions that must be answered within a
secondary hospitality educator. Minimum of five years two-hour time period.
of full-time professional experience in the hospitality
industry, with a minimum of two years in a managerial or Recertification: Not required.
supervisory position.
Participants who complete all three levels of the Lodging
Program Details Summer Institute and exam and perform 120 hours of
Fee includes: Exam. Certificate and lapel pin upon internship receive the Certified Hospitality Instructor (CHI)
successful completion of the program. certification.

Workshop: CHE candidates must attend a 2.5 day


workshop that culminates with the exam.

Video presentation: Candidates submit a videotaped


classroom session demonstrating their mastery of skills
taught in the CHE workshop.

Exam: Consists of 100 multiple-choice questions that must


be answered within a two hour time period.

Recertification: Every five years.

20
CERTIFICATION
Hospitality
iCoach

Receive hospitality training advice with EIs, FREE application by


downloading it to your iPhone, iPod Touch, or iPad. Hospitality
iCoach generates random hospitality training tips in Leadership,
Front Desk, Food and Beverage, Housekeeping, and Maintenance
with a shake of your hand. Tips can be used as training refreshers,
discussion starters, or idea generators for future training sessions.
Features include:
the ability to screen touch to see new tips, in addition to the
current shake functionality
alerts users with animation and sound when changing
between tips
allows user to see new and updated tips first

New tips continually available!

FREE DOWNLOAD, visit http://itunes.apple.com/app/hospitalityicoach/id366676012?mt=8.

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www.ahlei.org

Florida Michigan India


800 N. Magnolia Avenue, Suite 300 2113 North High Street Asha House
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