The American Hospitality Academy (AHA) provides online certificate courses to help companies improve employee morale, motivation, and customer service skills. For 25 years, AHA has focused on teaching techniques to inspire excellent customer service and develop an amazing hospitality attitude. Through AHA's World Campus, companies can access affordable customer service courses that use AHA's proven teaching methods. Course offerings include certificates in hospitality, supervision, English communication, and managing diversity. Testimonials highlight how AHA courses have helped participants improve customer service skills and deal with challenges in multicultural work environments.

1. Customer retention is all about customer
service and customer service is all about
employee morale, motivation and training.
AHA’s online certificate courses assists
employerswithboth.
For 25 years the American Hospitality
Academy has had one singular pursuit, "to
inspire employees to deliver excellent service
and achieve an mazing ospitality ttitude".
Through AHA’s World Campus, companies
can now take advantage of AHA's proven
teaching techniques and affordable customer
servicecourses.
Preview our certificate programs and see for
yourself why leading companies around the
world are using AHA to inspire their
employeestodeliverserviceexcellence
a h a
www.americanhospitalityacademy.com
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Hospitality Professional Certificate
Hospitality Supervisor Certificate
Hospitality English and Communication
Managing Diversity in a Multicultural Workplace
Certificate Programs Include
American Hospitality Academy
Hilton Head Island, South Carolina
Katie@americanhospitalityacademy.com
Since 1986, theAmerican HospitalityAcademy has been providing customer
service training to thousands of participants worldwide through it’s USA
internship,internationalhotelschools andcorporatetrainingprograms.
“
Learn more by viewing our website at:
www.americanhospitalityacademy.com
I n s p i r i n g m a z i n g o s p i t a l i t y t t i t u d e sA H A
Frankly, I was blown away with the first module of the
HPC course. It hit directly into what Marriott tries to
establish in the minds of our young prospects for
Marriott Management.
Philip Littke
Director or Training and Development
JW Marriott Hotel
JW Marriott Marquis
Miami, USA
I really enjoyed this course and was impressed with the
emphasis on soft skills and positive thought patterns. No
doubt this course will enhance our employee’s ability to
excel and give extraordinary guest service. These quotes
and lessons will become a part of our DNA of our hotel
as we move forward.
Paul Lumsden
General Manager - Choice Hotels
Canada
“

2. Hospitality Professional Certificate (HPC)
Hospitality English and Communication (HEC)
Hospitality Supervisor Course (HSC)
Managing Diversity in a Multi Cultural Workplace (MDC)
The Hospitality Professional Certificate course identifies the basics work ethics and soft skills that have been deemed essential by
leading hospitality organizations around the world. These employability traits are essential for any service professional to develop
and demonstrate in order to provide outstanding service to their customers. HPC inspires participants to develop a more positive
attitude, strong character, an appreciation for the benefits of effective communication and cultural understanding. There are 8 HPC
modules:
M1a Attitude M4b Breaking Down Stereotypes
M1b Character M5a Communication
M2a Understanding Culture M5 Cross Cultural Communication
M2b Spirit of Hospitality M6 Cooperation
M3a Appearance and Etiquette M7 Team Work
M3b Attendance and Time Management M8a Embrace Change
M4a Elements of Service M8b Celebration Diversity
HEC reviews the vocabulary, phrases and expressions used in a variety of guest service situations. Using appropriate language,
however, is not the only key to effective customer service. Language must be combined with an understanding of the principles of
customer service and communication techniques. Therefore, the goal of HEC is to not only improve participants' English language
skills, but also improving their ability to communicate effectively with guests and coworkers and provide guests with outstanding
service. There are 12 HEC Modules:
M1 Hospitality Communication and Service M7 Food and Beverage
M2 Communication Skills and Travel M8 Food and Beverage Preparation
M3 Hotel Reservations M9 Restaurant Guest Service
M4 12 Principles of Customer Service M10 Problem Solving
M5 Hotel Facilities, Check In M11 Giving Clear Directions
M6 Hotel Rooms and Housekeeping M12 Communication in the Workplace
As a supervisor, effective supervisory skills are essential to maintaining a positive environment at work. A great supervisor needs
'hard' skills to improve systems and 'soft' skills' to effectively coach and improve people. This course teaches both. In order to
succeed in a high performance workplace, a great supervisor needs to develop both these skills to help maintain and lead a winning
team. There are 8 HSC modules:
M1 Learning to Lead Former Peers M5 Orientation and Training
M2 Supervision and Management Process M6 Motivation and Team Building
M3 Recruit a Winning Team M7 Managing Productivity
M4 Conflict and Resolution M8 Coaching and Evaluation
There is no one road map on how to approach cultural diversity issues. Advice and strategies given for one situation may not work
exactly the same way, given the same situation in another context. The American Hospitality Academy's approach is to
combine an understanding of culture with the development of key management skills, so that a manager or prospective manager
develops a range of core skills and principles that can be applied in many different situations. There are 10 MDC modules:
M1 Diversity and Management Skills M6 Effective Cross Cultural Communication Part 1
M2 Developing Inner Leadership Part 1 M7 Effective Cross Cultural Communication Part 2
M3 Developing Inner Leadership Part 2 M8 Managing Conflict
M4 Culture and Cultural Conditioning M9 Building and Motivating Multi Cultural teams
M5 Overcoming Stereotypes & Cultural Barriers M10 Leadership Legacy
Course Descriptions
World Campus Classroom
AHA’sWorld Campus is a unique online training center that offers courses designed specificallyfor the hospitality and service industry.All
courses are taken fully online and can be completed at your employees’s own pace and on their own time. The courses are divided into
modules and each module contains the following activities: a voiced over Power Point seminar, a quiz or knowledge check, a skill builder
activity, an online discussion and an “a ha!” moment( a lesson within a lesson to inspire your employees’Amazing HospitalityAttitude.)
Additionallytherearetwo exams,amidtermandfinal.
Each module will take approximately one to two hours to complete. A participant must score 70% or higher to earn a course certificate.
Scores are computed automatically and participants who earn a certificate will have the opportunity to print the certificate online. AHA
employs course monitors that track your employee’s progress and provide employers with updates on their progress. Additionally,
employershavefullaccesstotheiremployee’s transcriptsandgrades.

3. Matt Rexon Balmeo
Philippines
Thank you AHA! It was a great program because I learned the importance of attitude, how to treat other cultures, how
to give great guest service and a lot more. AHA made me a better person and I will never forget this experience. It was
awesome!
Argentina
I learned that even though sometimes in the workplace I will face difficult situations with coworkers as with guests, it is
always up to me how I can react and act, it is my choice how I can improve at work and at the same time enjoy it every
day. It is all about my attitude and my commitment with my career and my work that it is going to help me to give that
"extra" to the guests, others coworker and the company. Also, I learned that diversity is something unavoidable in this
industry and at the same time it is what makes this industry extremely enjoyable and amazing.
Bulgaria
Using the AHA standards every day changed my whole conception about working in the Hospitality Industry and made
it so much better and actually easier. What I mean is that having the right tools to deal with different situations, to have
an idea how you should react the right way and to know how to organize yourself - you are ready to go. And I'm not just
saying it -this program gave me the chance to go to the top of my department being an F&B Manager the last 3 months,
so each and every module and exercise is incredibly useful every day and I feel that I have a solid ground to start
climbing my ladder of success!
Philippines
The greatest challenge that I have encountered is working with different types of people. Sometimes I like to question
myself why things are the way they are. Why some people act nice and some act aggressive when dealing with one
another. It feels like we forget that they are who we are. It came to a point that I was about to give up since I can't
understand why my other co-workers are acting the way they do. But with the help of the HPC seminars, I became more
open to different cultures and now develop ways to battle stereotypes. I was able to build a harmonious relationship with
my co-workers of different race.
Thailand
The HPC seminars made me realize that I am in charge of my life. My character, attitude and the impressions of others
will always depend on my thoughts and actions. It taught me that waking up everyday and doing the same thing over
and over again is not enough. I must prioritize things and set goals. Also, it taught me how to convert negative thoughts,
stress, and problems into a positive one to have a happier and positive outlook in life. One challenging experience I had
was being surrounded and exposed to people with different attitudes and characters. I learned how to respect them
despite the differences. The HPC seminars has made me a better person.
Evelyn Ibanez
Vasil Valkov
Eldridge Mabitasan
Lovely Lim
Testimonials from Participants
Around the World
www.americanhospitalityacademy.com

4. Sunil Thapa
Michel Salameh
Beth Cairns
Caterina Gouws
Sharma Micha
Nepal
My challenging experience which I recently faced was during my internship at one of the reputed 5 star hotel in
Malaysia. It was a Sunday brunch, and as a culinary intern I was placed in a live pasta counter. It was my third day in
the hotel and it was a busy day. And as a Nepalese had to face a language barrier between the locals and me, due to
which I misplaced some orders and some orders weren't to their taste. So one of the guests came to me and scolded me.
Yet I kindly apologized to him with a big smile on my face and asked him if he would like anything else. I made another
pasta and the guest was happy that he came back to thank me and apologized for his rude behavior. HPC seminars have
helped me in so many ways from being calm and not losing my temper to any guests to solving problems on the spot.
Like AHA says, a smile has no language and costs nothing, my smile and my kind nature helped me overcome the
situation.
AHA’ s passport to culture helped me earn new cultures everyday. Different cuisines are posted everyday and you are
able to compare the differences with one country to another. The global aha quizzes are really amazing. It taught me
other country's practices that I never thought existed. It's like traveling the world with just a click of a mouse. I can't
wait to explore the world I won't be afraid because I'll bring with me a handful of knowledge that AHA gave me.
United States
Making global connections has been interesting since my first day I began this class. I made a few connections and have
been able to communicate with other students from around the world and learn first hand some things about their
culture. Cultural spotlights and recipe book were interesting to reflect on my own culture a bit during submissions and
learn some basic culture of other countries that I could actually learn from home by using the recipes. The discussion I
joined was "Worldwide happy dancer". It was beautiful and I'm glad I was able to see the video and discuss with others.
It has really inspired my mood. I also joined a few other topics there - that category is fascinating and since I am unable
to Travel currently this entire experience is providing me a learning opportunity without actually traveling.
Its two completely different experiences learning about what to expect in the hospitality industry and physically working
in it. I've had to face many challenges during my studies regarding efficient time management as the workload gets quite
strenuous and overwhelming at times, but HPC has helped me effectively set my priorities. These courses have also
helped show me the importance of positive attitude and it has completely changed my outlook on life and my daily
activities. I often go back and re-watch all the inspirational "a ha" videos when I'm feeling uncertain.
Philippines
Before ending this American Hospitality course, I'd like first to thank everyone who made up this online milestone. Its
life changing, simply Amazing. All I do is study and face the computer but in return I see the world. Studying AHA
means developing an Amazing Hospitality Attitude within yourself and spreading it to others because it is contagious.
AHA lets us reflect in ourselves, what do we really want, what are our visions in life and how to attain them. AHA
teaches us how to become a better professional and how to become a better person to everyone around you. AHA plays
a vital role in our self esteem and confidence as we continue our journey towards in hospitality
Lebanon
South Africa
www.americanhospitalityacademy.com
American Hospitality Academy
Hilton Head Island, South Carolina
Katie@americanhospitalityacademy.com