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
Upon successful completion of this Continuing Education Workforce Certificate, students will be able to:
- apply the fundamental knowledge and skills necessary to excel as a guest service agent,
- describe and demonstrate the customer service skills critical to success as a guest service agent,
- meet the eligibility requirements for certifications of Certified Front Desk Representative (CFDR) and Certified Guest Service Professional (CGSP) offered by from the American Hotel & Lodging Educational Institute (AHLEI), and
- prepare for a career as a guest service agent in hospitality industry.
Program Credentials
CCBC Credential: Students will earn a CCBC Continuing Education Workforce Certificate and have access to a Continuing Education academic record (transcript).
External Credential: Students will earn the Certified Front Desk Representative (CFDR) designation from the American Hotel & Lodging Educational Institute (AHLEI). Students will be awarded the Certified Guest Service Professional (CGSP) designation from AHLEI and a CCBC MICROS OPERA training certificate.
Certifying Organization: American Hotel & Lodging Educational Institute (AHLEI), www.ahlei.org
Financial Aid and Payment Options
CCBC currently offers Continuing Education (CE) financial aid to those who qualify. We package public and private funding options to benefit students which include COVID-19 relief funding, the Maryland Sequence Scholarship, CCBC Opportunity Grant funding, Maryland Promise, and Baltimore County College Promise. Financial aid funding is available for select CE courses and programs.
Additional opportunities for financial support include partial payment options through Nelnet Business Solutions and tuition waivers for those who qualify. Resources outside of CCBC may also be available through employer/sponsor paid tuition, the Department of Rehabilitation Services (DORS), and your local office of workforce development.
For more information about funding resources and how to apply for them, please contact the CCBC Continuing Education Information Center at 443-840-4700.
Program Length
Just over 12 weeks (3.75 hours per day/2 days per week)
Courses are offered either in person or live online via Zoom. Program cohorts start three times each year in the fall, winter, and spring.
Program Requirements
Students can take this program while in high school, but a High School Diploma or GED is needed to start a career in hospitality.
Information sessions are offered monthly. Check the CCBC Continuing Education Catalog for locations, dates, and times.
Application Process
To apply, go to www.ccbcmd.edu/apply and complete the CCBC Continuing Education Workforce Certificate program 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.
Prior Learning Assessment
This program has no options for obtaining course waiver(s) for prior learning.
Program Course Sequence
|
Course Number
|
Course
Title
|
Course Hours
|
Textbook Information
(approximate cost; subject to change)
|
Costs
T=Tuition/F=Fees
|
|
HSL 005
|
Guest Service GOLD Certified Guest Service Professional
|
5
|
Text, certification exam, and materials provided and included in course costs.
|
$149
T-$45/F-$104
|
|
HSL 013
|
Guest Service Agent/Hotel Front Desk: Part One
|
45
|
Text and materials provided and included in course costs.
|
$1,049
T-$315/F-$734
|
|
HSL 014
|
Guest Service Agent/Hotel Front Desk: Part Two
|
70
|
Text, certification exam, and materials provided and included in course costs.
|
$1,289
T-$387/F-$902
|
|
Course Series Totals:
|
120
|
$0
|
$2,487
T-$747/F-$1,740
|
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, and the 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.emsicc.com/.
