START Frequently Asked Questions (FAQ)

Who is the Educational Institute (EI)? 

EI is a 50-year-old, independent, nonprofit subsidiary of the American Hotel & Lodging Association. We create employee training materials for the hospitality industry, publish and distribute textbooks used for hospitality programs in high schools and universities, and oversee the professional certification program for the lodging industry.

Why was the START curriculum created? 

The START (Skills, Tasks, and Results Training) program was created as a result of discussions with many Workforce Development professionals. They felt it was important to have career training that focused on the actual skills and tasks needed to secure a job and move up the career ladder.

How was the START curriculum developed? 

We invited representatives from the hotel industry, workforce development, education, and corrections and formed a focus group that also included our instructional designers and other industry experts. This group looked at the potential student population, level of education and barriers to learning in order to develop the outline for the program.

How long is the course? 

The course is designed to include 180 hours of classroom learning. Some instructors invite in guest speakers from the industry, arrange field trips to hotels to view the work being performed and provide additional hands on learning, which can add to the total course hours.

What does the course teach? 

The course covers 12 of the major line-level positions in the hospitality industry and teaches the skills and tasks necessary to do each job. In addition, the student learns about the lodging industry, guest service, professionalism, safety and much more.

What type of credentials does START provide? 

Graduates of the START class receive a Certificate of Completion from the Educational Institute once they pass the final exam with a score of 70% or higher. In addition, once the student has been hired at a lodging property, the graduate qualifies for professional industry certification for their current position. These certifications are recognized nationally. The registration fee for the professional industry certification is waived for students of the START program.

What is the target student base for the program? 

This curriculum can be used for both youth and adults. Workforce boards, correctional facilities and job corps use the program for skills training that directly feeds into the workforce. High schools and colleges use the program as an introductory class for higher-level hospitality coursework.

How are the classes facilitated? 

The classes can be provided by One-Stop Centers, community or faith-based organizations, community colleges, alternative high schools or other facilities with classroom space.

Does the teacher have to be from the hotel industry? 

Anyone with teaching or training experience can instruct the program. The program components have been created with the instructor in mind - everything needed to teach the program has been provided in a simple to use format (instructor workbook, lesson plans, overheads, assessments, etc.). Supplemental materials for enhanced learning can be purchased separately.

How does the hotel industry support the program? 

We support the program on a local and national level. Before starting a program, a representative from the state hotel association will meet with you to help set up local hotel contacts that would like to participate (job shadowing, guest speaking, field trips, etc.). In addition, we will assist in contacting our member hotels when classes are about to graduate so we know where positions are available.

What about starting pay rates? 

In the hotel industry, people start at the ground floor and work up. We have found that in many areas, hoteliers may be willing to start graduates at a slightly higher pay rate to recognize their accomplishments. In other cases, people have received raises after 90 days.

How can a Workforce Investment Board get involved? 

It's easy. You can call us at the number below to set up a one-on-one conference call with the key stakeholders from your team to review the curriculum and components in order to help you evaluate the merits of initiating the START program in your area.

For more information about the START Program, please contact: