Skills, Tasks, and Results Training

The Next Generation of Hospitality

TEXTBOOK CONTENTS

18 chapters• Sections

» Competencies» Tasklist» Knowledge» Tasks» Questions

• SummarywithKeyTerms• Glossary• Index

Student Workbook ContentsTheworkbookcontainsactivitiesforstudentstouseinclassorashomework.Therewillbethreeactivitiesforeachtextbooksectionandwillintegratecoreskillssuchasreading,writing,technology,andmathintothelodgingcurriculum.

Activity types include:• BuildingYourVocabulary• ComputeThis• DoYouRemember?• CaseStudies• AdditUp• WriteRight• PuttingthePiecesTogether

WORKFORCE

START a Career in Lodging on the Right Track!

TheSTARTProgram,developedbytheAmericanHotel&LodgingEducationalInstitute(AHLEI),isacurriculumthatgiveshighschoolstudentsandpeoplere-enteringtheworkforcethereal-worldknowledgeandskillsneededforalong-termcareerinthelodgingindustry.

STARTprovidestrainingforhospitalitypositionsintheroomsandfoodandbeveragedivisionsofalodgingoperation,includingfrontdesk,reservations,housekeeping,bellservices,restaurantservice,banquetsetup,andmore.Guestserviceprofessionalism,andcareerexplorationareotherimportantcomponentsofthisprogram.

StudentswhocompletetheSTARTprogramandworkinadesignatedhospitalityposition,canearnline-levelcertificationfromtheEducationalInstitute,inadditiontoacertificateofcompletionforsuccessfullypassingthecourseandexam.

We can give those you serve a strong new START . . .

AlreadyusedsuccessfullybyJobCorps,workforcedevelopmentgroups,educationalinstitutions,andcommunityandfaith-basedorganizations,STARTprovidesparticipantswiththetraining,credentials,andcontactstheyneedtomoveintohigh-growthjobsinhospitality.STARTissupportedbymembersoftheAmericanHotel&LodgingAssociation,anationwidenetworkof10,000hotelowners,operators,andotherindustryemployers.

Section 1: Hospitality Orientation Chapter 1: HospitalityandCareers Chapter 2: GuestService Chapter 3: Professionalism (appearance,lifeskills,workhabits) Chapter 4: SafetyandSecurity

Section 2: Rooms Division Chapter 5: RoomsDivisionOverview (overviewofdepartmentandhow positionsrelatetoeachother) Chapter 6: FrontDeskRepresentative Chapter 7: Reservationist Chapter 8: PBXOperator Chapter 9: BellServicesAttendant Chapter 10: GuestroomAttendant Chapter 11: MaintenanceAttendant Chapter 12: LaundryAttendant Chapter 13: PublicSpaceCleaner

Section 3: Food and Beverage Division Chapter 14: FoodandBeverageDivisionOverview (overviewofdepartmentandhow positionsrelatetoeachother) Chapter 15: RestaurantServer Chapter 16: BanquetSetupEmployee Chapter 17: BanquetServer Chapter 18: BusPerson

American Hotel & Lodging Educational Institute career education programs provide: • Competency-basedlearningthattargetsthe

hospitality-specificskillsrequiredbytoday’semployers

• Industry-recognizedcertificationforsuccessfulgraduates

• Anextensivenetworkofhospitalityassociations,hotelcompanies,andindividualpropertiestoconnectlearnerswithpotentialemployers

We work in partnership with you to offer skills-based training and job opportunities to:

•Youth•Adults(includingwelfareandTANFpopulations)•Dislocatedworkers•Ex-offenders•Incumbentworkers•Olderworkers•Homelesspopulations

We offer your clients . . . • 180hoursofclassroomandhands-oninstructioncoveringallaspectsofhoteloperations

• Skills-basedtrainingin12line-levelhospitalitypositions

• Instructioninguestservice,professionalism,andsafety

• Industry-recognizedcertificationuponprogramcompletion

Employers Want START Graduates

I volunteered my property to serve as a training ground for the students in the START program. After working in each of the departments—front office, housekeeping, maintenance, breakfast bar, back office—they had a good understanding of how everything you do in a hotel works together. I’m developing other hotels, and I know that these students have all the skills I’m going to be looking for in prospective employees. As an employer, it’s invaluable to me to know that there is a trained workforce ready to fill the openings I’ll have.

RudyDabdoubOwner/Operator

HolidayInnExpressNogales,AZ

The hospitality industry—a partner with much to offerIfyouserveindividualslookingtostartacareerinarewarding,high-growthenvironmentwithmultiplecareerpaths,thentakealookatwhatthehospitalityindustryhastooffer.

Strong benefitsMosthospitalityoperationsofferafullrangeofbenefits,including:Healthinsurance*Paidvacation*Paidsicktime*Retirementsavingsplans*Performance-basedbonuses*Tuitionreimbursement*Discountsonlodging,food,andtravel

Competitive compensationEntry-levelemployeesattainconsistentincreasesastheygainskillsandexperienceonthejob.

Promotion from within Thehospitalityindustryinvestsinitsentry-levelemployees—training,educating,andpromotingfromwithinthecompany.

A wealth of careers Hospitalityisoneofthelargest,fastest-growingindustriesintheworld,withmorethan200jobcategories.Line-levelemploymentinthelodgingsectorisexpectedtogrowbetween5and14percentby2018.*Astheindustryexpands,itofferssignificantstabilityandsecurity,aswellastheflexibilityforworkerstolearnnewrolesandchoosefromvariouscareerpaths.

12-0427499010ADV01ENGE

Florida800 N. Magnolia Avenue, Suite 300Orlando, FL 32803 USA 407-999-8100 407-236-7848

Michigan2113 North High StreetLansing, MI 48906 USA 517-372-8800 517-372-5141

IndiaAsha House 28, Suren Road,Andheri (East) Mumbai - 400 093 +91-22-26820878 +91-22-26830043

Formoreinformation,call407-999-8100or800-349-0299ext.8166,oremailsweir@ahla.com.

*U.S.DepartmentofLabor,BureauofLaborStatistics,OccupationalOutlookHandbook,2010-2011Edition

www.ahlei.org