Enrollment Fee: $60   |   Click here to enroll in this course.


This course will provide an introduction to the concepts and processes involved in identifying the service levels that guests can expect and developing operating standards to ensure those service levels are consistently met.


Learning Outcomes

  1. Explain why service levels and operating standards are important to your business.
  2. Develop/Revise service levels and operating standards for your business.
  3. Create a process to ensure service levels and operating standards compliance.

Enrollment Fee: $60   |   Click here to enroll in this course.


This course will examine the benefit of designing a positive guest experience from initial awareness all the way to establishing an ongoing and loyal relationship with our guests. Satisfying guests by providing appropriate goods and services, understanding how communication impacts the guest experience and learning ways to successfully manage conflict are all components of this class.


Learning Outcomes

  1. Identify the components of creating the total guest experience.
  2. Describe strategies to implement the total guest experience.
  3. Analyze current communication practices within a business.
  4. Use conflict management techniques to identify, anticipate and defuse conflict situations.

Enrollment Fee: $30   |   Click here to enroll in this course.


This course will cover the value of having a recreational program, including an introduction to a multitude of recreational options. Understanding how to evaluate programs around the critical areas that need to be considered will also be covered including pricing/free, liability, staffing and return on investment.


Learning Outcomes

  1. Identify available recreation options based on customer profile, business type and financial feasibility.
  2. Analyze the unique staffing requirements for recreation options being considered.
  3. Consider requirements of recreation option on items like insurance, legal compliance and business disruptions.
  4. Calculate the potential return on investment for recreation options being considered.

Enrollment Fee: $60   |   Click here to enroll in this course.


This course will cover operations management as it relates to the Front Desk, Housekeeping, Retail and Food Service areas of a business. Much of what is learned in this class can be transferred to other areas as well. Managing reservations and check-in will be a focus of this course.


Learning Outcomes

  1. Perform an operations analysis.
  2. Create/revise service levels and operating standards.
  3. Create/revise processes, procedures and documentation.
  4. Develop plan to train staff on operations and compliance.

Enrollment Fee: $90   |   Click here to enroll in this course.


This course will cover operations management as it relates to the Maintenance, Aquatics, Security and Landscaping areas of a business. Much of what is learned in this class can be transferred to other areas as well. Maintenance will be a focus of this course.


Learning Outcomes

  1. Explain the value of having a business plan.
  2. Review/create a mission statement for a business.
  3. Review/create a vision statement for a business.

Enrollment Fee: $60   |   Click here to enroll in this course.


This course will build on principles taught in Guest Experience I to demonstrate how managers can create systems and a culture of exceptional guest services by understanding the importance of behavioral differentiation. Also included is the value of setting a standard of continually training and rewarding employees who go the extra mile and how that can help build and sustain a loyal customer base.


Learning Outcomes

  1. Identify components of creating the total guest experience.
  2. Describe how systems that emphasize winning behaviors will enhance relationship with guests.
  3. Analyze your business to identify practical steps for improving routine interactions and resolving conflicts.
  4. Adopt feedback programs that create practical opportunities to measure and respond to guest satisfaction levels.