By Function

Get highly-focused training for each function at your property. 

Your property depends on many different functions to be successful. Let AHLEI help you with your training plan by providing you with high-impact programs focused on each area of your property. ​

Find what you need in each of the following areas:​

Guest Service

In the highly-competitive hospitality industry, guests expect superior service from all your employees. Make sure your employees are trained in guest service so that everyone provides consistent service from top to bottom. AHLEI can be your go-to resource for all your guest service training needs.

Guest Service Gold® and Certified Guest Service Professional (CGSP)

Guest service is the foundation and heart of every hospitality position throughout your operations. Through Guest Service Gold, employees learn how to anticipate guest needs, deliver memorable experiences, and turn around difficult situations. Guest Service Gold is ideal for onboarding and orientation, and the Certified Guest Service Professional (CGSP) designation shows your guests they have chosen a property that knows how to treat them well.

The following programs can be used as stand-alone training or to prepare employees to earn the Certified Guest Service Professional (CGSP) designation. Available as print-based facilitated training, or as independent online training with certification:

Contact Sales Learn how to bring this training to your property or organization.

Travelers with disabilities are a growing segment of today’s travel market. Ensure that your staff knows how to deliver respectful service that meets the needs of EVERY guest.

Elements of Service: Serving Guests with Disabilities

Train guest-facing staff in best practices for serving guests with physical disabilities with this online program.

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Enabling Independence: Service for Guests with Disabilities

This bilingual DVD with learner’s guide presents information on serving guests with disabilities and meeting ADA requirements at your property. ​

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Courtesy Rules: Better Telephone Skills Now

Your staff makes an impression every time they answer the phone. Be sure they are making a good one with the ideas in this video. Also available in Spanish. ​

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Front Desk First Impressions

Front desk skills are important because front desk staff are the face of your property. This video helps your team put their best face forward. Also available in Spanish.

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TripAdvisor: Reputation Management for Front-Line Staff

Guest reviews affect your property’s bottom line. Show staff how their actions can encourage guests to share positive reviews and why it matters with this online program.​

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Food & Beverage

Whether you provide continental breakfast, full-service banquets, room service, or on-premise restaurants, you need to make sure your food and beverage employees are well trained in all the skills necessary to give guests great experiences. Here are the training programs you need to ensure your food and beverage employees are delivering great food and responsible alcohol service.

START Breakfast Attendant

START Kitchen Cook

START Restaurant Server

START training prepares employees to take the certification exam for that position. Contact sales for information about bringing this training and certification to your team.

Food and Beverage: Restaurant Server

Show servers the skills they need to deliver guest satisfaction along with food and beverages with this video. ​

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CARE for Servers

CARE - ServersControlling Alcohol Risks Effectively® (CARE) is a one-day seminar that prepares servers with the proper knowledge of how to serve alcohol responsibly. The AHLEI-graded final exam offers proof of training for individuals who pass the 45-question CARE exam with a score of 84% or higher. Those who pass receive a CARE Training Verification Card.

Servers learn to:

  • Effectively monitor and control guests’ alcohol consumption
  • Tactfully intervene before problems arise
  • Carry out their establishment’s ID-checking policies and spot false identification
  • Handle minors according to their operation’s specific policies
  • Understand the laws in their state specifically and how they affect their procedure

The CARE program provides:

  • Section on lodging-specific alcohol sales, including in-room dining service, mini-bars, retail outlets/gift shops and banquets/special event
  • Content on energy drinks and illegal drugs
  • ID checking guide
  • Content on tobacco sales
  • Hotel and gaming scenarios
  • Easy-to-use instructor’s guide format
  • Training DVD to reinforce key concepts
  • Spanish version available

The CARE program includes everything a hospitality trainer needs to conduct an effective one-day workshop. The participant materials help employees better visualize training concepts, while the video provides specific training examples.

CARE Online

CARE - Online TrainingThe four-hour Controlling Alcohol Risks Effectively® (CARE) online program provides flexible, self-paced training to prepare employees for handling the challenges of responsible alcohol service. As with the paper-based program, the passing score for the 45-question exam is 84% or higher.

This interactive online program features audio/video, learning activities and review questions.

The CARE Online program is not approved in the following states: Louisiana, New Mexico, Tennessee, and Washington. Check with your state regulatory agency to confirm whether online training meets your area’s requirements.

CARE for Trainers

CARE - TrainersThis self-paced program enables those preparing to become a certified Controlling Alcohol Risks Effectively® (CARE) trainer to study the CARE Instructor’s Guide at a comfortable learning speed. Trainers take a proctored final exam graded by AHLEI. Successful candidates (80% or higher on 70-question exam) will be awarded a Controlling Alcohol Risks Effectively® for Trainers certificate.

If required by state mandate, AHLEI will provide proof of certification to the appropriate governmental agencies.

Contact SalesOrder CARE training for your organization

Front Desk

The front office is the hub of a hotel’s activity. It is the first and last place guests visit at your property, and where they go to get answers to their questions. A highly-trained staff with exceptional guest service skills can make your property stand out and keep guests coming back. ​

START for Front Desk Representative

Courtesy Rules: Better Telephone Skills Now

Your staff makes an impression every time they answer the phone. Be sure they are making a good one with the ideas in this video. Also available in Spanish.

Learn More

Front Desk First Impressions

Front desk skills are important because front desk staff are the face of your property. This video helps your team put their best face forward. Also available in Spanish.

Learn More

TripAdvisor: Reputation Management for Front-Line Staff

Guest reviews affect your property’s bottom line. Show staff how their actions can encourage guests to share positive reviews and why it matters with this online program.​

Learn More

These front office training programs can be purchased through the shopping cart or included in a subscription-based online training package.

Contact Sales Connect with a salesperson to get started

Human Resources

Your property relies on its people. Hospitality human resources needs specialized professionals who understand the ins and outs of a hospitality property and the demands it places on its employees. AHLEI can provide your human resources professionals with the support and training they need to manage employees effectively.​

Trainer Development Program

Facilitated program to teach employees with training responsibilities what they need to know to train effectively. Print program includes instructor’s guide and supplemental CD. ​
Employees will need the Trainer Development Program Workbook.

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Trainer Development Program Online (with CHDT exam)

This training prepares employees for the Certified Hospitality Department Trainer (CHDT) exam. The online version includes access to the certification exam; to offer the facilitated print version, contact sales to purchase employee workbooks with exam scan sheets.

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Understanding Unconscious Bias in Hospitality: Manager Edition

The Manager edition of Understanding Unconscious Bias in Hospitality is an interactive program that sheds light on the existence of unconscious bias and guides restaurant managers in their interactions with guests and fellow employees.

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Understanding Unconscious Bias in Hospitality: Employee Edition

The Employee edition of Understanding Unconscious Bias in Hospitality is an interactive program that sheds light on the existence of unconscious bias and guides hospitality managers in their interactions with guests and fellow employees.

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Sexual Harassment Prevention in the Hospitality Industry: Employee Edition

Provide your employees with the facts about what sexual harassment is, how to report it, and why a harassment-free workplace is their right. ​
This online program is available in both English and Spanish versions. ​

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Sexual Harassment Prevention in the Hospitality Industry: Manager Edition

This online course helps managers understand what sexual harassment is, how it impacts all workers, and how to respond in ways that promote a safe work environment. ​
This online program is available in both English and Spanish versions. ​

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Contact Sales Bring this training to your organization, either through our online subscription model or through volume purchases. ​

Housekeeping & Maintenance​

Guests expect clean rooms, spotless towels, and an environment where everthing works the way it should. AHLEI has training to ensure that your housekeepes and maintenance employees can deliver on your hotel’s promise of a pleasant and problem-free lodging experience. ​

START for Guestroom Attendant

World Trainer: Full-service Guestroom and Bathroom Cleaning

This language-free video is ideal for multicultural staffs to learn best practices for basic housekeeping tasks. ​

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10-Minute Trainer: Housekeeping

Brief vignettes cover key housekeeping scenarios and procedures, ideal for pre-shift huddles and onboarding. Also available in Spanish.

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Housekeeping: Quality Guestroom Cleaning

For your guests, cleanliness is a top priority. This video demonstrates key housekeeping tasks, with information on enhanced bedding, glassware cleaning, and green practices. Also available in Spanish.

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Housekeeping: The Deep Cleaning Process

Deep cleaning tasks help to protect and maintain furniture, fixtures, and equipment. Explore procedures and schedules for common deep cleaning tasks. Also available in Spanish.

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Housekeeping; Laundry Operations

Show housekeepers all the steps in the laundry cycle, with a focus on saving time and money and preventing injuries. Also available in Spanish.

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Stay Safe: Awareness Training for Housekeepers

Housekeepers are the eyes and ears of your property. This video shows them possible dangers and how they can keep themselves and guests safe. Also available in Spanish. ​

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Preventive Guestroom Maintenance

This video and companion guide highlights common guestroom inspection items and basic repair skills, to keep small problems from beginning major issues. Also available in Spanish.

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These training resources can be purchased directly through our shopping cart or can be added to a subscription-based online package for training across your organization.

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Risk Management

Safety should be the last thing your guests need to think about, since it’s the first thing you and your staff should think about. AHLEI’s risk management programs have been developed with input from hospitalitly safety and security experts to ensure that your team can mitigate risks for guests and staff alike. ​

DVDs

Bed Bugs: Facts and Prevention

This bilingual video shows your staff how to spot bed bugs and respond before they become a major infestation.

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GHS: Hazard Communications

Knowledge of the United Nations and OSHA requirements for chemical safety and labeling are essential for any employee who works with chemical at your property.

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Hospitality Fire Prevention

Effective fire prevention needs full staff commitment to knowing conditions that can lead to fires, minimizing risks, and responding appropriately.

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Human Trafficking

Because hotels are often used to conduct human trafficking activities, your staff needs to know how to identify and report suspicious activities.

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Lodging Safety Works

Managing liability through risk management is important for every property. This video teaches staff about motion safety, chemical care, bloodborne pathogens, and more. Also available in Spanish. ​

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Slips, Trips, and Falls

Learn to identify conditions that may lead to slips, trips, and falls and how to prevent them, keeping guests and employees safe. ​

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Online Training

Understanding Unconscious Bias in Hospitality: Manager Edition

The Manager edition of Understanding Unconscious Bias in Hospitality is an interactive program that sheds light on the existence of unconscious bias and guides restaurant managers in their interactions with guests and fellow employees.

Learn More

Understanding Unconscious Bias in Hospitality: Employee Edition

The Employee edition of Understanding Unconscious Bias in Hospitality is an interactive program that sheds light on the existence of unconscious bias and guides hospitality managers in their interactions with guests and fellow employees.

Learn More

Sexual Harassment Prevention in the Hospitality Industry: Employee Edition

Provide your employees with the facts about what sexual harassment is, how to report it, and why a harassment-free workplace is their right. ​
This online program is available in both English and Spanish versions. ​

Learn More

Sexual Harassment Prevention in the Hospitality Industry: Manager Edition

This course helps managers understand what sexual harassment is, how it impacts all workers, and how to respond in ways that promote a safe work environment. ​This online program is available in both English and Spanish versions.

Learn More

Your Role in Preventing Human Trafficking: Recognize the Signs

​Hotels are one of many venues that traffickers use to exploit their victims. As a result, hospitality industry leaders are increasingly recognizing the unique role they can play in preventing and disrupting this crime. ​

Traffickers use hotel and motel rooms when setting up encounters between victims of sex trafficking and those individuals purchasing sex. Labor trafficking is also present in both the hotel industry’s workforce and in the supply chain of its products. This criminal activity presents a great risk for the safety and security of hotel businesses, as well as legitimate hotel customers. Traffickers are capitalizing on the lack of awareness around this issue within the hotel industry. All too often, they continue to exploit their victims unchecked because staff, managers, and executives do not know what to look for.

Fortunately, there are many ways the hotel industry can help prevent and combat human trafficking. This 30-minute online training program, available through AHLEI by the AHLA partnership with Marriott International, ECPAT-USA and Polaris, addresses the issue of human trafficking and discusses the intersections between human trafficking and the hospitality industry. ECPAT-USA also offers free tools and resources that can be used in conjunction with this training to help properties combat trafficking and inform guests of their commitment. ​

The training is available in 17 languages to ensure that global hospitality organizations can share this important program as widely as possible. ​

Objectives of the program: ​

  • Define human trafficking and commercial sexual exploitation of children ​
  • Identify individuals who are most at risk for human trafficking ​
  • Understand the difference between labor and sex trafficking specific to the hotel sector ​
  • Explain the role of hospitality employees in responding to this issue ​

This program is available to hotel properties through a license agreement for one year with unlimited users. It is not available for individual purchase. ​

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Sexual Violence Prevention for Hotel Staff

The American Hotel & Lodging Association (AHLA) and the National Alliance to End Sexual Violence (NAESV) have partnered to develop this online training program as part of the hotel industry’s efforts to raise awareness about sexual violence in the workplace. The training provides information and resources to educate hotel employees on identifying and reporting sexual harassment and assault, as well as offering support to victims of sexual violence. The training is available for licensing from AHLEI, which developed the program with NAESV. ​

The 30-minute online training program addresses the issue of sexual violence in the hospitality industry and offers tips to combat this issue. Case study scenarios reinforce concepts and allow users to test their knowledge, and downloadable resources ensure the training remains relevant on the job. ​

Objectives of the program: ​

  • Define sexual violence, rape culture, and consent ​
  • Understand the scope of the problem and who is affected ​
  • Identify the myths associated with sexual assault ​
  • Recognize the signs of sexual violence ​
  • Understand how to be an upstander and know how to offer support to someone who has been sexually assaulted ​
  • Explain the role of hospitality employees in helping create a safe, supportive environment ​

This program is available to hotel properties through a license agreement for one year with unlimited users. It is not available for individual purchase. ​

Contact Sales Connect with a salesperson to get started

Ready to build or expand your organization’s training resources?

Contact Sales Select the best products for your training needs. Ask about our subscription-based online training.