Certificate in Hospitality Operations Leadership
Hospitality Operations Leadership
Registration includes: breakfast, lunch, refreshments, a gift and a group photo.
Program Information
- Gaming Bundle
The Center for the Future of Work offers three programs for individuals in the gaming industry:
- Certificate in Hospitality Operations Leadership (June 24-26, 2024 | Tulsa)
- Building Business Acumen (Oct. 7-9, 2024 | Durant)
- Certificate in Gaming Leadership (Dec. 3-5, 2024 | Tulsa)
Individuals may register for each program individually, but committing to all three programs will unlock a 20% discount.
- Agenda
Monday, Jun. 24, 2024 Time Session 8-8:30 a.m. Welcome and Introductions 8:30-10:30 a.m. General Session - The Spirit of Hospitality 10:30-10:45 a.m. Refreshment Break 10:45-11 a.m. Introduction to Certified Guest Service Professional 11-11:30 a.m. Module 1 - Recovery: Turn it around! 11:30 a.m.-Noon Module 2 - Personalization: Provide an Individual Experience 12-12:30 p.m. Module 3 - Knowledge: Be in the know! 12:30-1:30 p.m. Lunch and Networking 1:30-2 p.m. Module 4 - Passion:Inspire others! 2-2:30 p.m. Module 5 - Commitment: Be all in! 2:30-3 p.m. Module 6 - Inclusion: Include everyone! 3-3:15 p.m. Refreshment Break 3:15-3:45 p.m. Module 7 - Personality: Be yourself! 3:45-4 p.m. Review Certified Guest Service Professional Contents 4-5 p.m. Certified Guest Service ProfessionalCGSPm - CGSP® designation 5 p.m. Adjourn Tuesday, Jun. 25, 2024 Time Session 8-8:30 a.m. Continental Breakfast 8:30-10:30 a.m. Concurrent Tracks
- General Supervisor
- Module 1 - You as a Supervisor
- Module 2 - Effective Communication
- Food and Beverage Operations
- Module 1 - Product Knowledge: Beers/Wines/Spirits
- Module 2 - How to Increase Sales
10:30-10:45 a.m. Refreshment Break 10:45 a.m.-12:30 p.m. Concurrent Tracks
- General Supervisor
- Module 3 - Conducting Orientation and Training
- Module 4 - Staffing and Scheduling
- Food and Beverage Operations
- Module 3 - Pricing for Profit/Financial Statement Analysis
- Module 4 - Menu Analysis/Standardized Recipes
12:30-1:30 p.m. Lunch and Networking 1:30-3 p.m. Concurrent Tracks
- General Supervisor
- Module 5 - Improving Employee Performance
- Food and Beverage Operations
- Module 5 - Preventing Internal Theft
3-3:15 p.m. Refreshment Break 3:15-4:45 p.m. Concurrent Tracks
- General Supervisor
- Module 6 - Handling Problems and Conflict
- Food and Beverage Operations
- Module 6 - Handling Problems and Conflict
4:45-5 p.m. Day Review 5 p.m. Adjourn Wednesday, Jun. 26, 2024 Time Session 8-8:30 a.m. Continental Breakfast 8:30-10:30 a.m. Concurrent Tracks
- General Supervisor
- Module 7 - Motivation and Team Building
- Food and Beverage Operations
- Module 7 - Motivation and Team Building
10:30-10:45 a.m. Refreshment Break 10:45 a.m.-12:30 p.m. Concurrent Tracks
- General Supervisors
- Module 8 - Leadership
- Food and Beverage Operations
- Module 8 - Leadership
12:30-1:30 p.m. Lunch and Networking 1:30-3 p.m. Concurrent Tracks
- General Supervisor
- Module 9 - Time Management
- Food and Beverage Operations
- Module 9 - Improving Employee Performance
3-3:15 p.m. Refreshment Break 3:15-4:30 p.m. Concurrent Tracks
- General Supervisor
- Review Certified Hospitality Supervisor Contents
- Certified Hospitality
- Food and Beverage Operations
- Review Modules and Group Activity
4:30-5 p.m. Closing Remarks and Certificate Ceremony 5 p.m. Adjourn - General Supervisor
- Lead Instructors
CORTNEY NORRIS
Cortney is a well-seasoned hospitality professional and faculty member of HTM. In addition to her numerous publications and academic achievements, Cortney has a long and distinguished working career within the hospitality industry in key leadership roles within beverage operations management. She has held a variety of management positions in such properties as Excalibur Hotel and Casino, and Bally’s and Paris Hotel and Casino in Las Vegas.
STEVEN WEST
Steven has a strong industry background in managing international hotels and is a faculty member of HTM. His expertise is in room division operations and holds several industry designations in this area. Steven has managed properties on three continents and has also been a Hotel Director for a Tribal Casino Hotel in Oklahoma.
- Learning Objectives
Day Learning Objectives Day One The first day will encompass a general session and the emphasis will be specifically on Guest Service for the hospitality industry. This training prepares employees for the Certified Guest Service PCGSPssional (CGSP®) exam offered at the end of the session. Topics covered include: Turn it Around!, Personalization: Provide an Individualized Experience!, Knowledge: Be in the Know!, Passion: Inspire Others!, Commitment: Be All In!, Inclusion: Include Everyone! and Personality: Be Yourself! Participants who complete the day-long educational session and achieve 70% or greater on the exam will receive a certifcation from AHLA. Day Two and Three Two days will be focused on various operations namely rooms, food and beverage, and other units within casino hospitality operations. Participants will choose one of two tracks – General Supervisory, or Food and Beverage Operations. Each track will have general and specific learning-based objectives based on the topics. - Policies
Review the CFW program policies. All programs presented by the Center for the Future of Work are subject to these policies.
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