Hotel Front Desk Clerk/Guest Service Agent

Program Description

Guest Service Agents/Front Desk Clerks accommodate hotel, motel and resort patrons by registering and assigning rooms to guests. These positions are highly guest-focused and require outstanding people skills. Key tasks include: issuing room keys; transmitting and receiving messages; keeping records of occupied rooms and guests’ accounts; making and confirming reservations; and presenting statements to and collecting payments from departing guests.

Program Outcomes

Successful Completion:

CCBC Credential:

Students will earn a CCBC Continuing Education Workforce Training Certificate and will have access to a Continuing Education academic record (transcript).

External Credential:

Students will earn the Certified Front Desk Representative designation from the Educational Institute of the American Hotel & Lodging Association (AH&LA EI). Students will be awarded the Certified Guest Service Professional (CGSP) designation from AH&LA EI and a CCBC MICROS OPERA training certificate.

Certifying Organization: American Hotel & Lodging Association Educational Institute (AH&LA EI)

www.ahla.com

Career Opportunities:

This program prepares students for positions at a hotel, motel or resort as a Front Desk Clerk or Guest Service Agent.

Program Length

Just over 5 weeks (6 hours per day; 5 days per week)

Courses are offered at CCBC Owings Mills.

Program cohorts start in September 2015, February 2015, and June 2016.

Program Requirements

High School Diploma or GED; minimum age of 18

Application Process

Open Entry – No screening or documentation required.

Program Course Sequence

1. Guest Service GOLD Certified Guest Service Professional: HSL 005

• Textbook/Materials:
  • Text, certification exam and materials provided and included in course costs

2. Part One: Introduction to the Lodging Industry & Hotel Front Desk: HSL 013

• Textbook/Materials:
  • Text and materials provided and included in course costs.

3. Part Two: Front Office Procedures & MICROS OPERA Training: HSL 014

• Textbook/Materials:
  • Text, certification exam and materials provided and included in course costs

Program Costs

• Tuition/Fees: $1999 (Tuition-$955/Fees-$1044)

Program Contact Information

Director:

Evelyn Weaver

eweaver@ccbcmd.edu

443-840-5840

Hunt Valley, 106

Administrative Assistant:

Danielle Bennett

dbennett@ccbcmd.edu

443-840-4925

Catonsville, BESS 100

Financial Aid and Payment Options

• Continuing Education Opportunity Grant
• Partial Payment Option (through Nelnet Business Solutions)
• Tuition Waiver for Senior Citizens and Individuals with Disabilities
• Employer/Sponsor Paid Tuition
• Division of Rehabilitation Services (DORS)
• Local Office of Workforce Development