Jul 12, 2024  
Catalog 2018-19 
Catalog 2018-19 [ARCHIVED CATALOG]

Hotel Front Desk Clerk/Guest Service Agent

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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)


Financial Aid and Payment Options

Continuing Education Opportunity Grant
Partial Payment Option (through Nelnet Business Solutions)
Tuition Waiver for those who qualify
Baltimore County College Promise
Workforce Development Sequence Scholarship
Employer/Sponsor Paid Tuition
Division of Rehabilitation Services (DORS)
Local Office of Workforce Development

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 three times each year in the fall, winter and summer.

Program Requirements

High School Diploma or GED are needed to start a career in hospitality but students can take this program while in high school. 

Application Process

To apply, go to ccbcmd.edu/apply and complete the CCBC Non-Credit Workforce Training Certificate application.  An email will then be sent with program information and any additional requirements necessary to apply for the program.

Open Entry – No screening or documentation required.

Program Course Sequence


Course Number



Course Hours

Textbook Information

(approximate cost; subject to change)



HSL 005

Guest Service GOLD Certified Guest Service Professional


Text, certification exam and materials provided and included in course costs.



HSL 013

Guest Service Agent/Hotel Front Desk: Part One


Text and materials provided and included in course costs.



HSL 014

Guest Service Agent/Hotel Front Desk: Part Two


Text, certification exam and materials provided and included in course costs.



Course Series Totals:





At the end of the HSL 005 class students will take the Certified Guest Service Professional Certification exam.  At the end of the HSL 014 class, students will take the Certified Front Desk Representative.  Fees for both exams are included.

Additional Information

Skills for Success:​
Outstanding people skills; punctual and prepared to work; well-groomed professional appearance; accept responsibility willingly; ability to follow written and oral instructions; ability to follow safety rules and regulations; interacts with others in a courteous, tactful manner; ability to complete assigned tasks on time.

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

Career Coach

Research your career interests, explore live job postings, take a career assessment, discover which companies in the Baltimore region are hiring, and more.  View a brief tutorial video on how to use Career Coach at: https://youtu.be/C7KpznbPYfA .  Explore career and training opportunities at: https://ccbcmd.emsicareercoach.com/.

Program Contact Information

Director: Evelyn Weaver | eweaver@ccbcmd.edu | 443-840-5840 | Owings Mills | 305D

Administrative Assistant: Danielle Bennett | dbennett@ccbcmd.edu | 443-840-4925 | Catonsville | BESS | 100

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