Guest Service Agent Diploma

This course will help you identify the appropriate aspects of a professional image, along with addressing common hygiene issues that employees can face when entering the workforce for the first time. Additionally, you’ll examine the concept of professional ethics, the importance of ethics, and the impact of unethical behavior on both the employee and the company. Lastly, you’ll study guest confidentiality, attendance, proper meeting/training etiquette, and work area maintenance.

By the end of this course, you'll be able to:

• Recognize the qualities of professional conduct and appearance

• Explain the significance of professional ethics in the workplace

• Describe effective communication techniques for clearly providing information and solving problems within a guest services role

In this course, you’ll study the importance of the hospitality rating system, the various types of hospitality organizations, typical hotel organizational structures, standard operating practices within hotel and hospitality industries, industry terminology, and the various ownership structures of a hotel.

By the end of this course, you'll be able to:

• Describe the hotel rating system, types of hospitality organizations, typical hotel organizational structures, and features and practices within the hotel and hospitality industries

• Describe standard operating practices (SOPs)

• Explain hotel ownership structure and traditional hospitality terminology

In this course, you’ll study the technology and equipment that keeps hotels running and in business. You’ll learn about various equipment that hotels need to serve clients, as well as how to use it. You’ll also study Microsoft Word and Microsoft Excel. These programs will allow you to create documents, spreadsheets, presentations, and databases.

By the end of this course, you'll be able to:

• Describe how to use and troubleshoot office machines and technology common in the guest services field for regular tasks and as guest amenities

• Identify how to create various Microsoft Word documents

• Identify how to create various Microsoft Excel documents

In this course, you’ll learn about the necessary accounting building blocks to prepare yourself to perform basic bank balancing. You’ll also be introduced to accounting principles and concepts that will assist you in the review, interpretation, and preparation of required front desk reports.

By the end of this course, you'll be able to:

• Apply the math and bookkeeping skills needed to work successfully at the front desk

• Describe the processes involved in hotel reporting

This course will prepare you to perform front desk and office procedures related to the hospitality industry. The course focuses on the proper way to greet guests and provides you with the knowledge to handle routine tasks associated with the operations of a front desk within the hospitality industry.

By the end of this course, you'll be able to:

• Describe the methods of effective interpersonal communication with guests and coworkers

• Outline the process for reservations, including making, confirming, canceling, securing billing, and upselling

• Describe how to perform front desk and office procedures associated with hotel and hospitality operations

This course describes health and safety issues as well as solutions common to the hotel and hospitality industries. It will prepare you to be an agent of change by providing the necessary background to be able to identify and troubleshoot potential hazards.

By the end of this course, you'll be able to:

• Describe health and safety issues as well as solutions common to the hotel and hospitality industries

• Describe the methods of addressing and resolving common health and safety problems

This course will provide you with a high-level overview of the components of hospitality food and beverage operations. It will explore the various departments, positions, and roles inside a hotel’s food and beverage division.

By the end of this course, you'll be able to:

• Identify the different food and beverage departments and roles

• Describe the services and operations within a hotel

This course will provide you with the tools necessary for a position in the next level within the hospitality industry. You’ll be exposed to Total Quality Management methods for managing staff.

By the end of this course, you'll be able to:

• Describe effective management skills, characteristics, and techniques

• Describe the processes of effectively managing people

This course will provide you with insights into what hospitality employers are looking for in applications, résumés, and interviews. This course will also prepare you to make a positive first impression on your first day.

By the end of this course, you'll be able to:

• Explain the application and review process for potential employees and employers

• Describe the various employee rights and documents

This course describes the hospitality opportunities beyond the traditional hotel chain. You’ll explore the differences in culture that these alternatives offer from the more formal hotel industry.

By the end of this course, you'll be able to:

• Describe alternatives to traditional hotels within the hospitality industry

• Explain the positive and negative aspects of international hospitality work

This course describes effective customer service techniques within the hotel and hospitality industry. You’ll focus on identifying the key goals to customer service and how using the quality assurance process translates into a quality guest experience. You’ll also review the skills necessary to effectively respond to guest complaints or special needs. Finally, this course will illustrate the importance of understanding the nuances associated with guests from different cultures.

By the end of this course, you'll be able to:

• Describe effective customer service techniques within the hotel and hospitality industries

• Describe how to solve problems common within the hotel and hospitality industries