Curriculum

Guest Service Agent Curriculum

Penn Foster’s Guest Service Agent Training curriculum consists of courses designed to help you gain the knowledge and skills relevant to working as a concierge, guest service agent, or front desk clerk at hotels, motels, resorts, and more. You'll cover essential knowledge about the hotel industry, working with guests, and providing a variety of services that can prepare you to find success in your hospitality career.

Guest Service Agent

Career Diploma

5 months

As low as $59/mo

Full Program Overview

1-800-275-4410 (10AM - 6:30PM ET)

Guest Service Agent Curriculum

9 courses
23 exams
39.6 Continuing Education Units (CEUs)

Estimated completion time:

Fast track = 5 months
Average time = 8 months

With Penn Foster, you can learn at whatever pace works best for you. Some learners will be more comfortable moving faster, and dedicating more time, and the fast track estimate will apply to them. The average track will apply to most learners who can dedicate a few hours per week to completing their coursework. The estimated completion times are based on completion times for learners enrolled in this program from May 2021 - April 2022, excluding withdrawals.

In this course, you’ll develop the necessary skills to ensure your success in the program. You’ll learn how you can improve your study skills so you’re able to use a number of tools that will help you to be successful.

By the end of this course, you'll be able to:
- Identify skills needed to be a confident and independent online learner
- Describe how guest services relates to the hospitality industry
- Describe the qualities necessary to work in a hotel with a culture of service
This course will help you identify the appropriate aspects of a professional image, along with addressing common hygiene issues that employees can face when entering the workforce for the first time. Additionally, you’ll examine the concept of professional ethics, the importance of ethics, and the impact of unethical behavior on both the employee and the company. Lastly, you’ll study guest confidentiality, attendance, proper meeting/training etiquette, and work area maintenance.

By the end of this course, you'll be able to:
- Recognize the qualities of professional conduct and appearance
- Explain the significance of professional ethics in the workplace
- Describe effective communication techniques for clearly providing information and solving problems within a guest services role
In this course, you’ll study the importance of the hospitality rating system, the various types of hospitality organizations, typical hotel organizational structures, standard operating practices within hotel and hospitality industries, industry terminology, and the various ownership structures of a hotel.

By the end of this course, you'll be able to:
- Describe the hotel rating system, types of hospitality organizations, typical hotel organizational structures, and features and practices within the hotel and hospitality industries
- Describe standard operating practices (SOPs)
- Explain hotel ownership structure and traditional hospitality terminology
In this course, you’ll study the technology and equipment that keeps hotels running and in business. You’ll learn about various equipment that hotels need to serve clients, as well as how to use it. You’ll also study Microsoft Word and Microsoft Excel. These programs will allow you to create documents, spreadsheets, presentations, and databases.

By the end of this course, you'll be able to:
- Describe how to use and troubleshoot office machines and technology common in the guest services field for regular tasks and as guest amenities
- Identify how to create various Microsoft Word documents
- Identify how to create various Microsoft Excel documents
In this course, you’ll learn about the necessary accounting building blocks to prepare yourself to perform basic bank balancing. You’ll also be introduced to accounting principles and concepts that will assist you in the review, interpretation, and preparation of required front desk reports.

By the end of this course, you'll be able to:
- Apply the math and bookkeeping skills needed to work successfully at the front desk
- Describe the processes involved in hotel reporting
This course will prepare you to perform front desk and office procedures related to the hospitality industry. The course focuses on the proper way to greet guests and provides you with the knowledge to handle routine tasks associated with the operations of a front desk within the hospitality industry.

By the end of this course, you'll be able to:
- Describe the methods of effective interpersonal communication with guests and coworkers
- Outline the process for reservations, including making, confirming, canceling, securing billing, and upselling
- Describe how to perform front desk and office procedures associated with hotel and hospitality operations
This course describes health and safety issues as well as solutions common to the hotel and hospitality industries. It will prepare you to be an agent of change by providing the necessary background to be able to identify and troubleshoot potential hazards.

By the end of this course, you'll be able to:
- Describe health and safety issues as well as solutions common to the hotel and hospitality industries
- Describe the methods of addressing and resolving common health and safety problems
This course will provide you with a high-level overview of the components of hospitality food and beverage operations. It will explore the various departments, positions, and roles inside a hotel’s food and beverage division.

By the end of this course, you'll be able to:
- Identify the different food and beverage departments and roles
- Describe the services and operations within a hotel
This course will provide you with the tools necessary for a position in the next level within the hospitality industry. You’ll be exposed to Total Quality Management methods for managing staff.

By the end of this course, you'll be able to:
- Describe effective management skills, characteristics, and techniques
- Describe the processes of effectively managing people
This course will provide you with insights into what hospitality employers are looking for in applications, résumés, and interviews. This course will also prepare you to make a positive first impression on your first day.

By the end of this course, you'll be able to:
- Explain the application and review process for potential employees and employers
- Describe the various employee rights and documents
This course describes the hospitality opportunities beyond the traditional hotel chain. You’ll explore the differences in culture that these alternatives offer from the more formal hotel industry.

By the end of this course, you'll be able to:
- Describe alternatives to traditional hotels within the hospitality industry
- Explain the positive and negative aspects of international hospitality work
This course describes effective customer service techniques within the hotel and hospitality industry. You’ll focus on identifying the key goals to customer service and how using the quality assurance process translates into a quality guest experience. You’ll also review the skills necessary to effectively respond to guest complaints or special needs. Finally, this course will illustrate the importance of understanding the nuances associated with guests from different cultures.

By the end of this course, you'll be able to:
- Describe effective customer service techniques within the hotel and hospitality industries
- Describe how to solve problems common within the hotel and hospitality industries

Note: We reserve the right to change program content and materials when it becomes necessary.