Workforce Training Programs

Hotel Operations

The following courses are being offered or will be offered by members of the Massachusetts Casino Career Training Institute.

   

1. Core Skills for All Hotel and Hospitality Employees

Entry-level program for anyone interested in starting a career in the hotel industry including housekeepers, front desk personnel, valets, bell hops, supervisors, etc.  Five courses included.

 Prerequisite: Not required.

     Number of Training Hours: 24

     Credential: Continuing education certificate upon successful completion.


1a. Fundamentals of Hotel Operations 

• Roles and responsibilities of staff and managers.

• Basic operations, processes and teamwork.

• Attributes of successful hotel operations.

• Front of house etiquette/back of house coordination.

• Dealing with the public in the right way.

• Legal issues.

• Emergency management.

     Prerequisite: Not required.

     Number of Training Hours: 8


1b. Room Sanitation and Safety 

• Safety and sanitation regulations for hotels.

• Identifying and addressing key safety and sanitation issues.

     Prerequisite: Core Skills for Hotel Employees or comparable work experience

     Number of Training Hours: 4


1c. Customer First, Communication Skills, and Dealing with Difficult Customers 

• Customer service, communicating with flair and presentation of self.

• Presentation of services. 

• Service issues including effectively handling customer complaints, payment issues and working in a multi-cultural environment.

     Prerequisite: Core Skills for Hotel Employees or comparable work experience

     Number of Training Hours: 4


1d. Etiquette and Proper Service

• Appropriate service-oriented terms and communication with customers and employees. 

• Approved mode of dress. 

• Rules and techniques of proper service. 

• Pre-shift preparation.

     Prerequisite: Core Skills for Hotel Employees or comparable work experience

     Number of Training Hours: 4


1e. Understanding Hospitality Operations and Business

Participants will explore the basic business model for hotel operations.  The typical income and expense statement will be reviewed and revenue and expense management issues will be discussed. Participants will develop an understanding of how every employee’s actions can have a positive or negative impact on the hotel’s operational success.

     Prerequisite: Core Skills for Hotel Employees or comparable work experience

     Number of Training Hours: 4



2. Supervisor and Manager Track

In the hospitality industry, people skills are often the most important skills.  Professional management classes like this can make any supervisor a better manager of people; and for new supervisors, just making the transition into management, these three courses are essential.

      Prerequisite: Core Skills, Occupational Skills, or comparable work experience

.     Number of Training Hours: 16

      Credential: Continuing education certificate upon successful completion.


2a. Managing Multiple Priorities (Time Management)

How to accomplish more in less time with fewer resources.  Strategies to identify key priorities, manage workload, organize tasks, achieve objectives, collaborate, schedule effectively, improve the quality of service and reduce stress.

     Prerequisite: Core Skills, Occupational Skills, or comparable work experience.

     Number of Training Hours: 4


2b. Communication Skills and Conflict Management

Communication is the core competency for successful managers at all levels in all organizations. Learn to get the message across clearly, effectively, and personably – to guests, employees and other managers -- in writing or in person. 

     Prerequisite: Core Skills, Occupational Skills, or comparable work experience.

     Number of Training Hours: 4


2c. Making a Successful Shift to Supervisor or Manager

For current and soon-to-be supervisors, learn the skills essential to successfully transition from worker to manager:

• Effectively managing past peers

• Coaching and mentoring

• Handling difficult employees

• Managing employee performance – performance reviews, dealing with performance issues.

     Prerequisite: Core Skills, Occupational Skills, or comparable work experience.

     Number of Training Hours: 8


For a list of colleges currently offering degree programs in hospitality, click here.