PROFESSIONAL CERTIFICATE FOR COVID-19 HOTEL PRECAUTION
NEW MODULE: As properties look to enforce COVID-19 requirements with guests, difficult
situations may arise with guests adhering to the guidelines. The new de-escalation module
offers all hotel employees guidance on how to reduce tensions and promote a safe environment
while maintaining the spirit of hospitality throughout all interactions. This new module guides
employees in Preparation and awareness, signs of escalation, staying calm, de-escalation steps,
assisting others, and getting help.
This training:
• Presents industry-aligned cleaning and safety standards developed and endorsed by hospitality leaders and public health experts.
• Explains employee procedures and protocols in the areas of cleaning and sanitizing, employee health, physical distancing, and personal hygiene and protection.
Training content includes:
• An overview of COVID-19, its symptoms, and details about its transmission.
• An overview of the importance of employee health and health reporting.
• Actions employees can take to keep guests and themselves safer, including correct use of
face coverings and hand-washing
• Ways to keep guests safer through updated cleaning and disinfecting procedures in both
front of the house and back of the house
• An overview of room recovery procedures in the event of a known or suspected case of COVID-19
• How to keep guests and coworkers safer through physical distancing
• An overview of difficult situations related to COVID-19 guest requirements
• A review of the importance of mindset, listening skills, and the spirit of hospitality when dealing with difficult situations
• Actions employees can take to de-escalate difficult situations and find solutions
