Program Description
Supervisors work in a wide variety of hospitality operations, including casinos, restaurants, caterers, hotels, hospitals, and care facilities. They manage the work of employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems. Supervisors also provide guidance to employees in handling difficult or complex problems or in resolving escalated complaints or disputes. Hospitality supervisors work with management to implement corporate or departmental policies, procedures, and service standards, and may be involved in hiring, training, and performance evaluations for staff.
This program will assist a current or aspiring hospitality supervisor to build essential skills needed for success in the hospitality industry. Students will learn about the supervisor’s responsibilities relating to both upper management and staff; basic supervisory skills; training methods including the four-step training method, group training, one-on-one training, and E-learning; effective communication skills; employee orientation; staffing and scheduling; conflict management; effective team building; and the foundations for providing outstanding guest service.
Students participating in this program will need strong organizational skills; strong customer service skills; strong oral communication skills; strong interpersonal skills; good problem-solving skills; well-groomed professional appearance; willing acceptance of responsibility; ability to follow written and oral instructions; ability to follow safety rules and regulations. Since this program is a combination of in-person and online, students need to have self-discipline to complete all required and self-study material on their own.
Upon successful completion of these courses and related exams, students will earn the Certified Hospitality Supervisor (CHS) designation, the Certified Hospitality Department Trainer (CHDT) and Guest Service Gold® designation from the American Hotel & Lodging Educational Institute.
The hospitality industry has many opportunities for internal and fast promotion up the career ladder for those seeking advancement.
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/.
Program Outcomes
Upon successful completion of this Continuing Education Workforce Certificate, students will be able to:
1. apply practical knowledge and skills to function effectively in a supervisor role in the hospitality industry;
2. create positive guest experiences by practicing customer service excellence and service recovery;
3. develop effective verbal and non-verbal communication strategies for interacting with guests, team members, and upper management;
4. develop skills to onboard and train front-line employees effectively.
CCBC Pathway and Track
Business Pathway: Business Leadership Track - Pathways are designed to help you meet your academic and career goals by aligning related courses and programs. Pathway students participate in a variety of activities that help explore career opportunities in their field of study. You can meet with a CCBC advisor who help align — or realign — your educational plan with the Pathway that best supports you and your goals.
Program Credentials
CCBC Credential:
Students will be awarded a Continuing Education Workforce Certificate, and will have access to a Continuing Education academic record (transcript).
External Credential:
Certified Hospitality Department Trainer (CHDT), Certified Hospitality Supervisor (CHS), and Guest Service Gold®
Certifying Organization:
American Hotel & Lodging Educational Institute
Financial Aid and Payment Options
We offer financial aid by packaging public and private funding options to those who qualify, in select Continuing Education 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.
Some CE Workforce Development Certificate Programs are eligible for early high school funding through Maryland Blueprint for qualifying BCPS high school students. Please check with your School Counseling Office to determine your eligibility for the BCPS Tuition Benefit Program.
Program Requirements
Recommended: high school diploma or GED, and 2 years of business or hospitality experience.
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 123 | Supervisory Skills for the Hospitality Industry | 10 | Materials provided | $499 T-$150/F-$349 |
| HSL 124 | Hospitality Department Trainer | 10 | Materials provided | $349 T-$105/F-$244 |
| HSL 005 | Guest Service Gold® Hospitality Training | 5 | Materials provided | $149 T-$45/F-$104 |
| Course Series Totals: | | 25 | | $997 T-$300/F-$697 |
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/.
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