+-------------------------------+--------------------------------------+
| ![](media/image1.wmf)         | **HOSPITALITY --**                   |
| {width="1.7409722222222221in" |                                      |
| h                             | **Hotel & Lodging**                  |
| eight="0.9395833333333333in"} |                                      |
|                               | **53808JA, Occupational Code (HL)**  |
+-------------------------------+--------------------------------------+

> Number range CHAPTER

**TRAINING ACHIEVEMENT RECORD (TAR) FOR:**

Student Name:
\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_
Student Identification Number:

**JOB CORPS CENTER:**

Center Name:
\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_
Center Address:

Center Phone Number:
\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_ Instructor Name:

**CREDENTIAL ATTAINMENT:**

Date Entered Current Training: □ Completed or □ Terminated Training:

(DATE)

Certifications:

  ------------------------------------------------------ ----------------
  **Certification Title**                                **Date
                                                         Attained**

  Red Cross Community First Aid and CPR Certificate      

  American Hotel and Lodging Association Skills          
  Certification: Certified Front Desk Representative,    
  Certified Reservationist, Certified PBX Operator,      
  Certified Bell Services Attendant, Certified Guestroom 
  Attendant, Certified Maintenance Employee, Certified   
  Laundry Attendant, Certified Public Space Cleaner,     
  Certified Restaurant Server, Certified Banquet Setup   
  Employee, Certified Banquet Server, Certified Bus      
  Person                                                 
  ------------------------------------------------------ ----------------

**COMPLETING THE TRAINING ACHIEVEMENT RECORDS**

A.  Students must complete all task items in this TAR to be recognized
    as program completers.

B.  Career Technical Competencies

    1.  Job Corps instructors have the autonomy to decide the sequence
        of instruction, selection of curricula (including textbooks and
        electronic courseware), instructional materials, and
        equipment/tools.

    2.  When a student performs a task listed in the "**DUTIES AND
        TASKS**" column, the instructor should rate the student's level
        of performance by circling 1, 2, or 3 in the "**PERFORMANCE
        RATING**" column.

    3.  Updates must occur, at a minimum, on a weekly basis.

**Rating Scale:** **3 -- Proficient and able to teach others:** The
student consistently performs the task accurately without supervision.
The student possesses sufficient skill to teach the task to others.

**2 -- Proficient:** The student performs the task to industry standards
with little or no supervision. **[This is the minimum performance rating
for TAR skill completion]{.underline}**.

**1 -- Exposed/not proficient:** Student has been introduced to the
task, but cannot perform the task to industry standards.

If the student performs the task at level 1, the instructor will circle
the number in ink but will not initial or date the task. When a student
performs the task to the instructor's satisfaction (**rating level 2 or
3**), the instructor will circle the appropriate performance rating, and
enter the date (month/day/year) in the "**DATE COMPLETED**" column and
ensure the instructor and student initial the TAR to certify skill level
attainment. Instructors are encouraged to annotate skill acquisition at
level 3 -- there is no requirement to enter a date for a level 3 unless
level 3 was achieved at the same time as level 2.

4.  When a student completes the TAR or terminates the program before
    completing the TAR, the instructor must finalize the TAR by checking
    the appropriate box and entering the date (month/day/year) and the
    student completed the TAR or terminated the training program in the
    space provided at the top of page 1.

**COMPLETING THE TRAINING ACHIEVEMENT RECORDS**

(Continued)

5.  "**EMPLOYER SPECIFIC SKILLS**," is an [optional]{.underline} section
    which can be used to make note of important job skills that student
    has acquired, but which are not specifically listed elsewhere on the
    TAR, or to denote supplemental skills a perspective employer may
    require of a student before he or she is offered employment. Such
    skills may also have been acquired during Work-Based Learning
    opportunities.

6.  For all students, center staff must record on the Job Corps Student
    Profile (Form ETA 6-40) the O\*NET code(s) and the completer
    level(s) achieved. The [original]{.underline} TAR must be filed in
    the student's personnel file immediately upon TAR completion or upon
    separation for non-completers. Upon completion of all levels on the
    individual TAR or upon separation, which ever occurs first, the
    original TAR will be sent to student records for entry into the
    student's personnel file and validation of credits in CIS.

7.  **Certification Instructions** -- Instructors will complete the
    certification section of the TAR found on the last page, titled
    "CERTIFICATION RECORD." This information is to be entered on the TAR
    and in CIS

  ------------------------------------------------------------------------------------------------
  **DUTIES AND TASKS**              **PERFORMANCE   **DATE        **INSTRUCTOR\'S   **STUDENT\'S
                                    RATING**        COMPLETED**   INITIALS**        INITIALS**
  --------------------------------- --------------- ------------- ----------------- --------------
  A. Introduction To Hospitality                                                    

  1\. Describe the food service     1     2     3                                   
  industry.                                                                         

  2\. Identify the different types  1     2     3                                   
  of clubs in the private club                                                      
  industry.                                                                         

  3\. Explain how the meetings      1     2     3                                   
  industry functions.                                                               

  4\. Describe the cruise line      1     2     3                                   
  industry.                                                                         

  5\. Identify spa services and the 1     2     3                                   
  different types of spas.                                                          

  6\. Describe the effect of the    1     2     3                                   
  lodging and tourism industry on                                                   
  the U.S. economy.                                                                 

  7\. Identify what type of guests  1     2     3                                   
  stay at hotels.                                                                   

  8\. List the different categories 1     2     3                                   
  of hotels.                                                                        

  9\. Explain how hotels are owned  1     2     3                                   
  and operated.                                                                     

  10\. Describe how a hotel is      1     2     3                                   
  organized.                                                                        

  11\. Describe the room division.  1     2     3                                   

  12\. Describe the food and        1     2     3                                   
  beverage division.                                                                

  13\. Explain the mission of the   1     2     3                                   
  marketing division.                                                               

  14\. Identify the goals of the    1     2     3                                   
  engineering division.                                                             

  15\. List the responsibilities of 1     2     3                                   
  the accounting division.                                                          

  16\. Explain the functions of the 1     2     3                                   
  human resources and securities                                                    
  division.                                                                         

  17\. Describe the advantages and  1     2     3                                   
  disadvantages of a hospitality                                                    
  career.                                                                           

  18\. Identify the different       1     2     3                                   
  benefits to working for a large                                                   
  chain and an independent                                                          
  contractor.                                                                       

  19\. Describe the opportunities   1     2     3                                   
  available in the food service                                                     
  industry.                                                                         

  20\. Explain why some people like 1     2     3                                   
  working in clubs.                                                                 

  21\. Describe the career          1     2     3                                   
  opportunities in cruise lines.                                                    

  22\. Identify ways to find a job. 1     2     3                                   

  B. Guest Services                                                                 

  1\. Explain the importance of     1     2     3                                   
  guest service to the hospitality                                                  
  industry.                                                                         

  2\. Define guest services.        1     2     3                                   

  3\. Explain why people staying at 1     2     3                                   
  lodging properties are called                                                     
  guests.                                                                           

  4\. Identify the benefits of      1     2     3                                   
  guest service.                                                                    

  5\. Explain the difference        1     2     3                                   
  between "guest service" and                                                       
  "exemplary guest services".                                                       

  6\. Describe the importance of    1     2     3                                   
  "spirit" when providing guest                                                     
  services.                                                                         

  7\. Summarize the importance of   1     2     3                                   
  viewing guest services from a                                                     
  guest's perspective.                                                              

  8\. Describe how lodging          1     2     3                                   
  employees separate their private                                                  
  lives from their work.                                                            

  9\. Identify procedures and       1     2     3                                   
  techniques that lodging employees                                                 
  can use when providing guest                                                      
  service.                                                                          

  10\. Describe ways in which       1     2     3                                   
  lodging employees can show guests                                                 
  they care.                                                                        

  11\. Explain the importance of    1     2     3                                   
  going the extra step when giving                                                  
  guest services.                                                                   

  12\. Describe the special         1     2     3                                   
  procedures for providing guest                                                    
  service to guests with special                                                    
  needs.                                                                            

  13\. Summarize the importance of  1     2     3                                   
  allowing guests to complain.                                                      

  14\. Explain the general cautions 1     2     3                                   
  lodging employees should follow                                                   
  when handling guest complaints.                                                   

  15\. Identify procedures lodging  1     2     3                                   
  employees can use when handling                                                   
  guest complaints.                                                                 

  16\. List the types of guest      1     2     3                                   
  complaints.                                                                       

  17\. Describe procedures          1     2     3                                   
  properties can use to identify                                                    
  guest complains.                                                                  

  C. Professionalism                                                                

  1\. Define what it means to       1     2     3                                   
  present a professional image in                                                   
  the lodging industry.                                                             

  2\. Describe the importance of    1     2     3                                   
  good personal grooming in                                                         
  maintaining a professional image.                                                 

  3\. Summarize how a pleasant      1     2     3                                   
  personality affects guests and                                                    
  other employees.                                                                  

  4\. Explain the importance of     1     2     3                                   
  good posture when assisting                                                       
  guests.                                                                           

  5\. List basic expectations that  1     2     3                                   
  most lodging employers expect                                                     
  from employees.                                                                   

  6\. Identify standards of         1     2     3                                   
  professional conduct.                                                             

  7\. Summarize methods that can be 1     2     3                                   
  used to get along better with                                                     
  supervisors.                                                                      

  8\. Describe specific workplace   1     2     3                                   
  expectations such as those                                                        
  related to work schedules, dress                                                  
  regulations, and personal                                                         
  business.                                                                         

  9\. List the benefits that most   1     2     3                                   
  lodging properties now offer                                                      
  their employees.                                                                  

  10\. Summarize the importance of  1     2     3                                   
  the hospitality team.                                                             

  11\. Describe the factors that    1     2     3                                   
  are important to hospitality                                                      
  teamwork.                                                                         

  12\. Explain the concept of the   1     2     3                                   
  formal work group.                                                                

  13\. Describe the difference      1     2     3                                   
  between formal and informal work                                                  
  groups.                                                                           

  14\. Identify ways in which work  1     2     3                                   
  groups communicate at the lodging                                                 
  properties.                                                                       

  15\. Summarize the differences    1     2     3                                   
  that may exist within a                                                           
  hospitality work force.                                                           

  16\. Define diversity.            1     2     3                                   

  17\. Explain the importance of    1     2     3                                   
  differences and diversity in the                                                  
  hospitality industry.                                                             

  18\. Summarize strategies and     1     2     3                                   
  tips for getting along in a                                                       
  diverse work space.                                                               

  19\. Describe the importance of   1     2     3                                   
  diversity awareness.                                                              

  D. Safety And Security                                                            

  1\. Describe safe methods for     1     2     3                                   
  lifting, moving, and carrying                                                     
  items.                                                                            

  2\. Identify how OSHA regulations 1     2     3                                   
  affect lodging properties.                                                        

  3\. Explain how lodging employees 1     2     3                                   
  protect themselves from                                                           
  blood-borne pathogens.                                                            

  4\. Explain how a property        1     2     3                                   
  maintains access control.                                                         

  5\. Identify the types of keys a  1     2     3                                   
  property uses.                                                                    

  6\. Describe how key control      1     2     3                                   
  contributes to a property's                                                       
  security measures.                                                                

  7\. List the important elements   1     2     3                                   
  of guestroom security.                                                            

  8\. Identify ways that a property 1     2     3                                   
  can prevent theft.                                                                

  9\. Describe ways to deal with a  1     2     3                                   
  disturbance.                                                                      

  10\. Explain how to respond to    1     2     3                                   
  suspicious people.                                                                

  11\. Describe the procedure for   1     2     3                                   
  handling lost and found items.                                                    

  12\. Explain how the Americans    1     2     3                                   
  with Disabilities Act affects                                                     
  security at a lodging property.                                                   

  13\. Describe a lodging           1     2     3                                   
  property's security department                                                    
  and the activities it performs.                                                   

  14\. Identify the types of        1     2     3                                   
  security documentation that                                                       
  lodging employees create.                                                         

  15\. Explain how different types  1     2     3                                   
  of special events affect the                                                      
  security of a lodging property.                                                   

  16\. Identify topics on which     1     2     3                                   
  lodging employees need training                                                   
  for handling emergencies.                                                         

  17\. Demonstrate techniques for   1     2     3                                   
  handling fires.                                                                   

  18\. Describe procedures for      1     2     3                                   
  handing power failures.                                                           

  19\. Handle elevator              1     2     3                                   
  malfunctions.                                                                     

  20\. Explain how lodging          1     2     3                                   
  employees respond to weather                                                      
  emergencies.                                                                      

  21\. Name actions employees may   1     2     3                                   
  perform during a medical                                                          
  emergency.                                                                        

  22\. Explain what to do if an     1     2     3                                   
  employee or guest dies.                                                           

  23\. Describe how to respond to   1     2     3                                   
  civil unrest.                                                                     

  24\. Identify ways to respond if  1     2     3                                   
  weapons are found at the                                                          
  property.                                                                         

  E. Rooms Division: Overview                                                       

  1\. List the departments commonly 1     2     3                                   
  found in a rooms division.                                                        

  2\. Describe the function of the  1     2     3                                   
  front office.                                                                     

  3\. Explain the purpose of the    1     2     3                                   
  reservations department.                                                          

  4\. Identify how technology has   1     2     3                                   
  affected the communications                                                       
  department.                                                                       

  5\. Identify the most common      1     2     3                                   
  positions within the uniform                                                      
  service department and what they                                                  
  do.                                                                               

  6\. Explain the role of           1     2     3                                   
  housekeeping in a lodging                                                         
  property.                                                                         

  7\. Identify the stages of the    1     2     3                                   
  guest cycle.                                                                      

  8\. Describe what takes place in  1     2     3                                   
  the pre-arrival stage.                                                            

  9\. Explain the role employees    1     2     3                                   
  play during the arrival stage.                                                    

  10\. Identify how employees meet  1     2     3                                   
  guest needs during the occupancy                                                  
  stage.                                                                            

  11\. Explain the departure stage  1     2     3                                   
  process.                                                                          

  12\. Describe courteous telephone 1     2     3                                   
  behavior.                                                                         

  13\. Explain how front office     1     2     3                                   
  employees help keep a property                                                    
  and its guests secure.                                                            

  14\. Describe basic guestroom     1     2     3                                   
  types.                                                                            

  15\. Identify the types of        1     2     3                                   
  policies a property might have.                                                   

  16\. Identify important           1     2     3                                   
  information to know about the                                                     
  community.                                                                        

  17\. Explain how to give          1     2     3                                   
  directions.                                                                       

  18\. Describe what front office   1     2     3                                   
  employees need to know about                                                      
  property transportation.                                                          

  19\. Describe courteous elevator  1     2     3                                   
  behavior.                                                                         

  20\. Explain how housekeeping     1     2     3                                   
  employees can work as a team with                                                 
  other departments.                                                                

  21\. Describe how housekeeping    1     2     3                                   
  employees handle housekeeping                                                     
  keys and key cards.                                                               

  22\. Explain how to properly      1     2     3                                   
  handle cleaning chemicals.                                                        

  23\. Identify how to respond to   1     2     3                                   
  special cleaning needs.                                                           

  24\. Explain how housekeeping     1     2     3                                   
  manages inventories.                                                              

  25\. Describe the position of     1     2     3                                   
  concierge.                                                                        

  26\. List the tasks a concierge   1     2     3                                   
  might perform.                                                                    

  27\. Explain how ethics affect    1     2     3                                   
  the job of a concierge.                                                           

  28\. List the tasks of a retail   1     2     3                                   
  cashier.                                                                          

  29\. Describe how retail          1     2     3                                   
  operations are different in a                                                     
  lodging property than in a                                                        
  department store or mall.                                                         

  **F. Front Desk Representative**                                                  

  1\. Describe how front desk       1     2     3                                   
  representatives interact with                                                     
  other departments.                                                                

  2\. Explain a hotel target        1     2     3                                   
  market.                                                                           

  3\. Identify the types of         1     2     3                                   
  equipment a front desk                                                            
  representative uses.                                                              

  4\. Explain how room racks are    1     2     3                                   
  used to organize guestroom status                                                 
  information.                                                                      

  5\. Identify the primary          1     2     3                                   
  guestroom reservation types.                                                      

  6\. List the various terms for    1     2     3                                   
  describing guestroom inventory,                                                   
  rates, and status.                                                                

  7\. Describe the various          1     2     3                                   
  functions of the front desk                                                       
  computer system.                                                                  

  8\. Explain the procedures for    1     2     3                                   
  checking in a guest.                                                              

  9\. Describe how to establish     1     2     3                                   
  payment methods.                                                                  

  10\. Explain the procedures for   1     2     3                                   
  providing services to property                                                    
  guests during occupancy.                                                          

  11\. Describe how to handle any   1     2     3                                   
  guest problems or emergencies.                                                    

  12\. List the daily duties        1     2     3                                   
  performed by front desk                                                           
  representatives.                                                                  

  13\. Describe the procedures for  1     2     3                                   
  checking out a guest.                                                             

  14\. Explain the process for      1     2     3                                   
  automatic check-outs such as                                                      
  express or video check-outs.                                                      

  15\. Describe how to process late 1     2     3                                   
  check-outs and their related                                                      
  charges.                                                                          

  16\. Explain how to adjust        1     2     3                                   
  disputed guest charges.                                                           

  **G. Reservationist**                                                             

  1\. Explain the important role    1     2     3                                   
  that reservationists play at the                                                  
  lodge property.                                                                   

  2\. Identify ways in which the    1     2     3                                   
  reservationists can be excellent                                                  
  team members.                                                                     

  3\. Describe the purpose and      1     2     3                                   
  benefits of using a script.                                                       

  4\. Explain the importance of     1     2     3                                   
  group and travel agent                                                            
  reservation bookings.                                                             

  5\. List the most common tasks    1     2     3                                   
  that the reservationists perform.                                                 

  6\. Describe the use of the       1     2     3                                   
  reservations computer system.                                                     

  7\. Explain the purpose of the    1     2     3                                   
  reservation and 800-number                                                        
  printers.                                                                         

  8\. List the forms typically      1     2     3                                   
  printed out on the reservation                                                    
  and 800-number printers.                                                          

  9\. Summarize the purpose and     1     2     3                                   
  process of yield management.                                                      

  10\. Describe the purpose of room 1     2     3                                   
  forecasting.                                                                      

  11\. Explain the benefits of      1     2     3                                   
  using the guest history system.                                                   

  12\. Describe the various methods 1     2     3                                   
  of taking guestroom reservations.                                                 

  13\. Identify the procedures for  1     2     3                                   
  documenting reservation calls.                                                    

  14\. Identify effective telephone 1     2     3                                   
  sales techniques.                                                                 

  15\. Describe how to handle       1     2     3                                   
  guests' special room requests.                                                    

  16\. Summarize the steps for      1     2     3                                   
  mailing information to potential                                                  
  guests.                                                                           

  17\. Describe the procedures for  1     2     3                                   
  processing reservation records                                                    
  and confirmations.                                                                

  18\. Explain how to set up group  1     2     3                                   
  reservation masters.                                                              

  19\. Summarize the steps for      1     2     3                                   
  processing prepayments and                                                        
  advance deposits.                                                                 

  20\. Identify the steps for       1     2     3                                   
  making changes to or canceling                                                    
  reservations.                                                                     

  21\. Explain the importance of    1     2     3                                   
  processing travel agent no-show                                                   
  and cancellation forms.                                                           

  22\. List the reports that        1     2     3                                   
  reservationists are typically                                                     
  required to complete.                                                             

  **H. PBX Operator**                                                               

  1\. Explain the role of the PBX   1     2     3                                   
  operator in the lodging operation                                                 
  .                                                                                 

  2\. Identify the nine qualities   1     2     3                                   
  that make up an excellent PBX                                                     
  operator.                                                                         

  3\. Explain how to use the        1     2     3                                   
  front-office phone and                                                            
  switchboard system.                                                               

  4\. Describe the information      1     2     3                                   
  available in the PBX information                                                  
  directory.                                                                        

  5\. Explain how to use the        1     2     3                                   
  switchboard to restrict guest                                                     
  phones and process wake-up calls.                                                 

  6\. Identify guest privacy and    1     2     3                                   
  security measures.                                                                

  7\. Describe the use of pagers,   1     2     3                                   
  two-way radios, and public                                                        
  address systems.                                                                  

  8\. Explain the use of the        1     2     3                                   
  front-office logbook, the PBX                                                     
  shift checklist, and other                                                        
  reports and forms.                                                                

  9\. Define ways to keep the PBX   1     2     3                                   
  area organized and clean.                                                         

  10\. Explain how to use the guest 1     2     3                                   
  information directory.                                                            

  11\. Describe how to process      1     2     3                                   
  guest mail, packages, telegrams,                                                  
  faxes, and messages.                                                              

  12\. Explain how to answer        1     2     3                                   
  guests' questions about the                                                       
  property, services, and events.                                                   

  13\. Identify the procedures for  1     2     3                                   
  giving good directions.                                                           

  14\. Describe the procedure for   1     2     3                                   
  placing international calls for                                                   
  guests.                                                                           

  15\. Summarize the procedures for 1     2     3                                   
  responding to dissatisfied                                                        
  guests.                                                                           

  16\. Describe how to respond to   1     2     3                                   
  alarms, emergencies, and threats.                                                 

  17\. Explain the procedures for   1     2     3                                   
  evacuating the property safely                                                    
  and effectively.                                                                  

  18\. Summarize the procedures for 1     2     3                                   
  evacuating the property safely                                                    
  and effectively.                                                                  

  19\. Describe how to respond to   1     2     3                                   
  threatening, obscene, or prank                                                    
  phone calls.                                                                      

  **I. Bell Services Attendant**                                                    

  1\. Explain the important role    1     2     3                                   
  bell services attendants play in                                                  
  the hospitality industry.                                                         

  2\. Describe the purpose of a     1     2     3                                   
  posting system.                                                                   

  3\. Summarize the use of the      1     2     3                                   
  bell-stand logbook and front                                                      
  sheets.                                                                           

  4\. Explain the procedures        1     2     3                                   
  involved when a guest's luggage                                                   
  is lost.                                                                          

  5\. Describe how to respect guest 1     2     3                                   
  property.                                                                         

  6\. List the special rules        1     2     3                                   
  involved in key control.                                                          

  7\. Summarize tip accepting and   1     2     3                                   
  reporting procedures.                                                             

  8\. Describe how to welcome       1     2     3                                   
  guests and assist them.                                                           

  9\. Summarize the procedures for  1     2     3                                   
  loading, transporting, and                                                        
  storing guest luggage.                                                            

  10\. Explain how to park and      1     2     3                                   
  retrieve guest vehicles.                                                          

  11\. Describe the procedures for  1     2     3                                   
  assisting guests to and from                                                      
  their rooms.                                                                      

  12\. Summarize ways to handle     1     2     3                                   
  group luggage.                                                                    

  13\. Describe the procedures for  1     2     3                                   
  assisting guests during room                                                      
  changes.                                                                          

  14\. Explain how to arrange for   1     2     3                                   
  taxi or limousine service for                                                     
  guests.                                                                           

  15\. Describe the process of      1     2     3                                   
  providing courtesy transportation                                                 
  to guests.                                                                        

  16\. Explain the proper way to    1     2     3                                   
  handle guest service problems.                                                    

  17\. Describe how to show rooms   1     2     3                                   
  to potential guests.                                                              

  18\. Explain how to process and   1     2     3                                   
  deliver guest mail, messages, or                                                  
  packages.                                                                         

  19\. Summarize how to process and 1     2     3                                   
  deliver such items as express                                                     
  check-out packets, guest laundry,                                                 
  and other guest equipment or                                                      
  supplies.                                                                         

  20\. Explain the importance of    1     2     3                                   
  maintaining a clear                                                               
  drive-up/drop-off area.                                                           

  21\. Describe the procedures for  1     2     3                                   
  processing lost-and-found items.                                                  

  22\. Summarize the procedures for 1     2     3                                   
  performing general errands.                                                       

  23\. Explain the importance of    1     2     3                                   
  cleaning the entrance, lobby, and                                                 
  drive-up areas of the property.                                                   

  24\. Describe the procedures for  1     2     3                                   
  reporting vehicle accidents.                                                      

  **J. Guestroom Attendant**                                                        

  1\. Describe the essential role   1     2     3                                   
  guestroom attendants play in a                                                    
  lodging property.                                                                 

  2\. Provide superior performance  1     2     3                                   
  standards that enhance the                                                        
  guest's overall experience.                                                       

  3\. Identify tasks guestroom      1     2     3                                   
  attendants typically perform at                                                   
  lodging properties.                                                               

  4\. Explain how to use a room     1     2     3                                   
  assignment sheet.                                                                 

  5\. Describe ways to stock a      1     2     3                                   
  cart.                                                                             

  6\. Identify the correct method   1     2     3                                   
  for entering a guestroom.                                                         

  7\. Describe how to handle        1     2     3                                   
  unusual guestroom situations.                                                     

  8\. Explain how to prepare a      1     2     3                                   
  guestroom for cleaning.                                                           

  9\. Describe the process for      1     2     3                                   
  cleaning the guestroom closet.                                                    

  10\. Explain how to make a bed.   1     2     3                                   

  11\. Describe the process for     1     2     3                                   
  dusting a guestroom.                                                              

  12\. Identify ways to replenish   1     2     3                                   
  supplies and amenities.                                                           

  13\. Explain how to clean         1     2     3                                   
  windows, tracks, and sills.                                                       

  14\. Identify ways to put         1     2     3                                   
  finishing touches on a guestroom.                                                 

  15\. Describe how to exit a       1     2     3                                   
  guestroom.                                                                        

  16\. Describe how to clean a tub  1     2     3                                   
  and shower area.                                                                  

  17\. Explain how to clean the     1     2     3                                   
  toilet.                                                                           

  18\. Explain how to clean the     1     2     3                                   
  sink and vanity.                                                                  

  19\. Identify ways to clean the   1     2     3                                   
  bathroom floor.                                                                   

  20\. Identify how to correct      1     2     3                                   
  cleaning problems found during                                                    
  inspection.                                                                       

  21\. List end-of-shift duties.    1     2     3                                   

  22\. Explain how to set up or     1     2     3                                   
  remove special guest service                                                      
  equipment.                                                                        

  23\. Describe how to clean        1     2     3                                   
  multi-room guest suites.                                                          

  24\. Explain how to provide       1     2     3                                   
  evening turn-down service.                                                        

  **K. Maintenance Employee**                                                       

  1\. Explain the important role    1     2     3                                   
  that maintenance employees play                                                   
  in a lodging operation.                                                           

  2\. Describe how preventative     1     2     3                                   
  maintenance can save a property                                                   
  time and money.                                                                   

  3\. Identify basic key control    1     2     3                                   
  and security procedures.                                                          

  4\. List ways in which a          1     2     3                                   
  maintenance employee can                                                          
  contribute to a property's                                                        
  environmental program.                                                            

  5\. Identify general maintenance  1     2     3                                   
  worker duties.                                                                    

  6\. Describe the OSHA regulations 1     2     3                                   
  regarding safety in the                                                           
  workplace.                                                                        

  7\. List basic personal           1     2     3                                   
  protective equipment.                                                             

  8\. Explain the importance of     1     2     3                                   
  lockout/tagout procedures.                                                        

  9\. Describe how maintenance      1     2     3                                   
  requests are documented.                                                          

  10\. Identify basic procedures    1     2     3                                   
  for preparing tools for                                                           
  maintenance work.                                                                 

  11\. Describe the basic           1     2     3                                   
  guidelines for keeping the                                                        
  maintenance shop organized.                                                       

  12\. Describe the procedures for  1     2     3                                   
  maintaining chemicals properly.                                                   

  13\. Explain how to communicate   1     2     3                                   
  out-of-order room status.                                                         

  14\. Describe the procedures for  1     2     3                                   
  performing interior installations                                                 
  such as installing curtain rods,                                                  
  mounting shades and blinds, and                                                   
  hanging pictures.                                                                 

  15\. Explain the steps for        1     2     3                                   
  replacing a mirror.                                                               

  16\. Identify the steps for       1     2     3                                   
  replacing light bulbs.                                                            

  17\. Describe how to replace an   1     2     3                                   
  out-of-order TV set.                                                              

  18\. List procedures for          1     2     3                                   
  performing guestroom door                                                         
  maintenance such as installing                                                    
  peepholes or thresholds and                                                       
  servicing sticky doorknobs.                                                       

  19\. Explain how to repair        1     2     3                                   
  damaged carpet.                                                                   

  20\. Describe how to apply or     1     2     3                                   
  repair wallpaper.                                                                 

  21\. Identify the steps for       1     2     3                                   
  replacing corner guards.                                                          

  22\. List the steps for           1     2     3                                   
  troubleshooting a vacuum cleaner.                                                 

  23\. Explain the procedures for   1     2     3                                   
  changing a showerhead.                                                            

  24\. List the steps for repairing 1     2     3                                   
  a wash basin drain.                                                               

  25\. Explain the process of       1     2     3                                   
  repairing faucet leaks and drips.                                                 

  26\. Describe the procedures for  1     2     3                                   
  servicing or repairing a toilet.                                                  

  27\. Describe the basic           1     2     3                                   
  procedures for performing                                                         
  preventative maintenance of                                                       
  public areas.                                                                     

  28\. Explain the procedures for   1     2     3                                   
  painting walls and other                                                          
  surfaces.                                                                         

  29\. Explain how to replace       1     2     3                                   
  ceiling tiles.                                                                    

  30\. Identify the proper steps    1     2     3                                   
  for performing pressure washing.                                                  

  31\. Describe how to inspect a    1     2     3                                   
  laundry cart.                                                                     

  **L. Laundry Attendant**                                                          

  1\. Explain the important role    1     2     3                                   
  laundry attendants play in a                                                      
  lodging property.                                                                 

  2\. Prevent injuries.             1     2     3                                   

  3\. Identify linen types.         1     2     3                                   

  4\. Explain how to clean and      1     2     3                                   
  maintain the work area.                                                           

  5\. Describe the laundry cycle.   1     2     3                                   

  6\. Explain how to sort linens    1     2     3                                   
  and uniforms.                                                                     

  7\. Identify how to pretreat or   1     2     3                                   
  rewash heavily soiled items.                                                      

  8\. Describe how to load, use,    1     2     3                                   
  and unload washers.                                                               

  9\. Describe how to load, use,    1     2     3                                   
  and unload dryers.                                                                

  10\. Explain how to iron linens   1     2     3                                   
  by machine or by hand.                                                            

  11\. Describe the steps to fold   1     2     3                                   
  linens by machine or by hand.                                                     

  12\. Explain how to fill banquet  1     2     3                                   
  and restaurant linen                                                              
  requisitions.                                                                     

  13\. Describe how to issue and    1     2     3                                   
  receive employee uniforms.                                                        

  14\. Explain how to restock       1     2     3                                   
  housekeeping closets and carts.                                                   

  15\. Identify how to provide      1     2     3                                   
  towel service to recreation                                                       
  areas.                                                                            

  **M. Public Space Cleaner**                                                       

  1\. Describe the importance of    1     2     3                                   
  the public space cleaner to a                                                     
  lodging property.                                                                 

  2\. Identify the superior         1     2     3                                   
  performance standards needed by                                                   
  public space cleaners.                                                            

  3\. List ways to respond to       1     2     3                                   
  unusual guest situations.                                                         

  4\. Explain a deep-cleaning       1     2     3                                   
  assignment.                                                                       

  5\. Describe how to use a public  1     2     3                                   
  space daily assignment sheet.                                                     

  6\. Identify ways public space    1     2     3                                   
  cleaners can work efficiently.                                                    

  7\. Describe public space         1     2     3                                   
  cleaning carts and how they are                                                   
  used.                                                                             

  8\. Explain how to transport      1     2     3                                   
  soiled linens to the laundry.                                                     

  9\. Describe how to safely move   1     2     3                                   
  furniture.                                                                        

  10\. Explain how to clean hard    1     2     3                                   
  surface floors.                                                                   

  11\. Describe how to use a buffer 1     2     3                                   
  machine.                                                                          

  12\. Explain how to clean         1     2     3                                   
  carpeted surfaces.                                                                

  13\. Explain how to empty trash   1     2     3                                   
  and prepare it for recycling.                                                     

  14\. Describe how to clean HVAC   1     2     3                                   
  grates and vents.                                                                 

  15\. Explain how to clean walls,  1     2     3                                   
  baseboards, mirrors, doors,                                                       
  blinds, housekeeping carts,                                                       
  public drinking fountains,                                                        
  stairwells, handrails, fire                                                       
  corridors, ledges, elevators, and                                                 
  public telephone areas.                                                           

  16\. Describe how to rotate and   1     2     3                                   
  flip mattresses.                                                                  

  17\. List the tasks involved in   1     2     3                                   
  cleaning employee and public                                                      
  restrooms.                                                                        

  18\. Explain how to clean public  1     2     3                                   
  telephone areas, coat check                                                       
  areas, the front office, the                                                      
  lobby, shops, game rooms, guest                                                   
  exercise facilities, pool area,                                                   
  the employee cafeteria, employee                                                  
  break areas, and administrative                                                   
  offices.                                                                          

  19\. Explain how to clean         1     2     3                                   
  sidewalks and parking lot areas.                                                  

  **N. Food And Beverage Division:                                                  
  Overview**                                                                        

  1\. Describe the importance of    1     2     3                                   
  the food and beverage operation                                                   
  to a hotel's success.                                                             

  2\. List the primary departments  1     2     3                                   
  commonly found in the food and                                                    
  beverage division.                                                                

  3\. List the most common          1     2     3                                   
  positions found in a food and                                                     
  beverage operation.                                                               

  4\. Describe the proper telephone 1     2     3                                   
  etiquette practiced by food and                                                   
  beverage employees.                                                               

  5\. Explain the process by which  1     2     3                                   
  food and beverage employees take                                                  
  reservations.                                                                     

  6\. Summarize the various tipping 1     2     3                                   
  policies used by restaurants.                                                     

  7\. Describe the process involved 1     2     3                                   
  in creating a restaurant menu.                                                    

  8\. List the factors that must be 1     2     3                                   
  considered when creating a                                                        
  restaurant menu.                                                                  

  9\. Explain the importance of     1     2     3                                   
  being familiar with a                                                             
  restaurant's menu.                                                                

  10\. Summarize the use of         1     2     3                                   
  point-of-sale equipment in a food                                                 
  and beverage operation.                                                           

  11\. Explain the importance of    1     2     3                                   
  quality food production to a                                                      
  restaurant's success.                                                             

  12\. Describe a typical kitchen   1     2     3                                   
  at a lodging restaurant.                                                          

  13\. List the most common terms   1     2     3                                   
  used to describe how food is                                                      
  prepared.                                                                         

  14\. Summarize proper plate       1     2     3                                   
  presentation.                                                                     

  15\. List common garnishes used   1     2     3                                   
  in restaurants.                                                                   

  16\. Identify common safety       1     2     3                                   
  guidelines to follow in a                                                         
  restaurant's kitchen.                                                             

  17\. Summarize the steps for      1     2     3                                   
  performing the Heimlich Maneuver.                                                 

  18\. Explain the importance of    1     2     3                                   
  practicing sanitation in a food                                                   
  and beverage operation.                                                           

  19\. Describe the "Temperature    1     2     3                                   
  Danger Zone" for foods.                                                           

  20\. Describe the important role  1     2     3                                   
  played by kitchen stewards.                                                       

  21\. List the tasks commonly      1     2     3                                   
  performed by kitchen stewards.                                                    

  22\. Summarize the kitchen        1     2     3                                   
  steward's specific sanitation and                                                 
  security responsibilities.                                                        

  23\. List basic pointers for      1     2     3                                   
  using chemicals correctly.                                                        

  24\. Describe the important role  1     2     3                                   
  played by room service                                                            
  attendants.                                                                       

  25\. List the tasks commonly      1     2     3                                   
  performed by room service                                                         
  attendants.                                                                       

  26\. Describe the safety          1     2     3                                   
  procedures used when delivering                                                   
  food to guestrooms.                                                               

  27\. Summarize proper elevator    1     2     3                                   
  courtesy guidelines.                                                              

  **O. Restaurant Server**                                                          

  1\. Describe the job of a         1     2     3                                   
  restaurant server.                                                                

  2\. List ways restaurant servers  1     2     3                                   
  can work as a team.                                                               

  3\. Identify superior performance 1     2     3                                   
  standards for restaurant servers.                                                 

  4\. Explain how to suggestively   1     2     3                                   
  sell and upsell.                                                                  

  5\. Describe how to set up a      1     2     3                                   
  restaurant for service.                                                           

  6\. Explain the importance of     1     2     3                                   
  side stations.                                                                    

  7\. Identify safe ways to prepare 1     2     3                                   
  and carry service trays.                                                          

  8\. Describe ways to work         1     2     3                                   
  efficiently while serving.                                                        

  9\. Explain how to greet and seat 1     2     3                                   
  guests.                                                                           

  10\. Identify how servers         1     2     3                                   
  approach tables.                                                                  

  11\. Describe ways to provide     1     2     3                                   
  appropriate service for children.                                                 

  12\. Explain how to serve         1     2     3                                   
  beverages.                                                                        

  13\. Describe how to take food    1     2     3                                   
  orders.                                                                           

  14\. Explain how to serve a meal. 1     2     3                                   

  15\. Identify ways to respond to  1     2     3                                   
  dissatisfied guests.                                                              

  16\. Explain how to maintain      1     2     3                                   
  tables.                                                                           

  17\. Describe ways to sell        1     2     3                                   
  after-dinner items.                                                               

  18\. Identify ways to prepare     1     2     3                                   
  takeout items.                                                                    

  19\. Explain how to present the   1     2     3                                   
  guest check.                                                                      

  20\. Describe how to settle guest 1     2     3                                   
  checks.                                                                           

  21\. Explain how to clear and     1     2     3                                   
  reset tables.                                                                     

  22\. Describe closing side-work   1     2     3                                   
  duties.                                                                           

  **P. Banquet Setup Employee**                                                     

  1\. Describe the importance of    1     2     3                                   
  banquet setup employees.                                                          

  2\. Explain a banquet event       1     2     3                                   
  order.                                                                            

  3\. Identify the different types  1     2     3                                   
  of function rooms common at a                                                     
  lodging operation.                                                                

  4\. Explain how banquet setup     1     2     3                                   
  employees handle guest packages.                                                  

  5\. Define basic food and         1     2     3                                   
  beverage equipment terms.                                                         

  6\. List the types of audiovisual 1     2     3                                   
  equipment.                                                                        

  7\. Describe standard table       1     2     3                                   
  setups.                                                                           

  8\. Explain how to prepare a      1     2     3                                   
  table for a function.                                                             

  9\. Identify how to install       1     2     3                                   
  telephones in function areas.                                                     

  10\. Describe how to set function 1     2     3                                   
  room lighting.                                                                    

  11\. Explain how to set up a      1     2     3                                   
  function room.                                                                    

  12\. Identify the types of        1     2     3                                   
  support services needed at                                                        
  functions.                                                                        

  13\. Explain how to set up and    1     2     3                                   
  take down dance floors, staging,                                                  
  air walls, coat check areas,                                                      
  portable bars, buffets, coffee                                                    
  breaks, and VIP function rooms.                                                   

  14\. Describe how to respond to   1     2     3                                   
  maintenance needs.                                                                

  15\. Identify how banquet setup   1     2     3                                   
  employees contribute to the                                                       
  property's security.                                                              

  16\. List the general cleaning    1     2     3                                   
  tasks a banquet setup employee                                                    
  might perform.                                                                    

  17\. Describe how to break down   1     2     3                                   
  and clear function rooms after an                                                 
  event.                                                                            

  18\. List end-of-shift duties.    1     2     3                                   

  **Q. Banquet Server**                                                             

  1\. Describe the role banquet     1     2     3                                   
  servers play in exceeding guest                                                   
  expectations.                                                                     

  2\. List the silverware used by a 1     2     3                                   
  property.                                                                         

  3\. Explain how to care for and   1     2     3                                   
  use glassware and china.                                                          

  4\. Identify ways to promote      1     2     3                                   
  restaurants at a property.                                                        

  5\. Describe how to fold napkins. 1     2     3                                   

  6\. Explain how place-settings    1     2     3                                   
  should be arranged.                                                               

  7\. Describe how to prepare       1     2     3                                   
  condiments and bread.                                                             

  8\. Identify ways to prepare      1     2     3                                   
  beverages such as coffee, hot                                                     
  tea, iced tea, and hot chocolate.                                                 

  9\. Describe ways to anticipate   1     2     3                                   
  guests' needs.                                                                    

  10\. Explain how to prepare,      1     2     3                                   
  lift, and carry service trays.                                                    

  11\. Explain how to serve         1     2     3                                   
  beverages and bread.                                                              

  12\. Identify how each course is  1     2     3                                   
  served in a banquet.                                                              

  13\. Describe how to maintain     1     2     3                                   
  tables during service and clear                                                   
  them at the end of service.                                                       

  14\. Explain how to settle        1     2     3                                   
  individual guest checks.                                                          

  15\. List end-of-shift duties.    1     2     3                                   

  16\. Define a function room.      1     2     3                                   

  17\. Explain how to set up and    1     2     3                                   
  maintain a buffet.                                                                

  18\. Describe reception service.  1     2     3                                   

  19\. Identify the tasks involved  1     2     3                                   
  with serving continental                                                          
  breakfast.                                                                        

  20\. Explain how to refresh a     1     2     3                                   
  meeting room.                                                                     

  **R. Bus Person**                                                                 

  1\. Explain the important role    1     2     3                                   
  bus persons play in a lodging                                                     
  restaurant's operation.                                                           

  2\. Describe the tasks and        1     2     3                                   
  performance standards expected of                                                 
  bus persons.                                                                      

  3\. Summarize the use of china    1     2     3                                   
  and silverware in a restaurant                                                    
  operation.                                                                        

  4\. List ways in which bus        1     2     3                                   
  persons can anticipate guests'                                                    
  needs.                                                                            

  5\. Describe the procedures for   1     2     3                                   
  preparing tables for service.                                                     

  6\. Explain the importance of     1     2     3                                   
  napkin folding.                                                                   

  7\. Summarize the procedures for  1     2     3                                   
  stocking silverware.                                                              

  8\. Describe how to prepare       1     2     3                                   
  chilled forks and plates.                                                         

  9\. Explain how to prepare a      1     2     3                                   
  table-side cart for service.                                                      

  10\. Explain the purpose of the   1     2     3                                   
  side-work checklist.                                                              

  11\. Describe the procedures for  1     2     3                                   
  preparing condiments, sugar,                                                      
  butter, and salt and pepper                                                       
  shakers and grinders.                                                             

  12\. Summarize the process of     1     2     3                                   
  preparing ice and water for                                                       
  service.                                                                          

  13\. Identify the tasks involved  1     2     3                                   
  in setting up, maintaining, and                                                   
  taking down a salad bar.                                                          

  14\. Describe the steps for       1     2     3                                   
  clearing and resetting tables.                                                    

  15\. Summarize the steps for      1     2     3                                   
  busing soiled dining items.                                                       

  16\. Explain the procedures for   1     2     3                                   
  handling soiled restaurant                                                        
  linens.                                                                           

  17\. List the steps for           1     2     3                                   
  maintaining side stations.                                                        

  18\. Describe the ways that bus   1     2     3                                   
  persons can assist servers.                                                       

  19\. Explain the closing          1     2     3                                   
  side-work and cleaning duties of                                                  
  bus persons.                                                                      

  **EMPLOYER SPECIFIC SKILLS                                                        
  (Optional)**                                                                      

  1\.                               1     2     3                                   

  2\.                               1     2     3                                   

  3\.                               1     2     3                                   

  4\.                               1     2     3                                   

  5\.                               1     2     3                                   
  ------------------------------------------------------------------------------------------------

**CERTIFICATION RECORD -- INSTRUCTORS MUST ENTER INFORMATION HERE AND
INTO CIS SYSTEM**

  ----------------- ------------------------------------------------------
  **Certification   Certification Exam:
  Attained:**       

                    Date Completed:

                    Exam Results: (Please circle) Pass / Fail Test Score
                    or %
  ----------------- ------------------------------------------------------

  ----------------- ------------------------------------------------------
  **Certification   Certification Exam:
  Attained:**       

                    Date Completed:

                    Exam Results: (Please circle) Pass / Fail Test Score
                    or %
  ----------------- ------------------------------------------------------

  ----------------- ------------------------------------------------------
  **Certification   Certification Exam:
  Attained:**       

                    Date Completed:

                    Exam Results: (Please circle) Pass / Fail Test Score
                    or %
  ----------------- ------------------------------------------------------