FIVE STAR SOUTHERN HOSPITALITY

Sensational customer service is as much as part of the Alabama Gulf Coast as its 32 miles of powdery soft sand. Enhance your resume, and become an irreplaceable employee by enrolling in the Five-Star Southern Hospitality. This customer-focused training program was developed specifically for hospitality and tourism employees on the Alabama Gulf Coast and seeks to strengthen an already thriving tourism industry that annually hosts millions of guests.

Overview

Developed after months of meetings and in response to a growing demand for customer service training, this program is a partnership between Office of Workforce Development at Faulkner State Community College, the Alabama Gulf Coast Convention and Visitors Bureau, the Foley Convention and Visitors Bureau, the Alabama Gulf Coast Chamber of Commerce and the South Baldwin Chamber of Commerce.

“The community has expressed a repeated desire to raise the already positive guest experience to the next level,” said Ed Bushaw, Director of Workforce Development at FSCC. “By providing the frontline employees and supervisors with proper customer service training, they will be better able to meet the needs of our visitors while also improving the quality of the area’s workforce.”

Five-Star Southern Hospitality program is made up of a series of courses that culminate with a certification. Courses range from an introductory Hospitality 101 to soft skill development to management and supervisory training. Also, two language courses (English as a second language and Spanish for foodservice and hospitality managers) will facilitate communication.

Certification

To receive a program certification, participants must first take the introductory course Hospitality 101, which is a prerequisite to all other courses.

Then, students must complete 4 of the following 6 courses.

• Communications Basics
• Customer Service Skills
• Exceeding Customer Expectations
• Tele-Sales Skills from A to Z
• Internal Customer Service Skills
• Coaching for Managers

Upcoming Classes

Classes are offered the third Monday and Tuesday of every month.

We will begin offering a regular schedule of Five Star certification classes starting in May (letting spring break get behind us). The classes will be offered the third Monday and Tuesday of each month beginning in May. Upcoming classes will be:

• Hospitality 101 – Monday, May 19, June 16, 9:30 AM
• Communications Basics – Monday, May 19, 1:00 PM– 5:00 PM
• Customer Service Skills – Tuesday, May 20, 8:00 AM – 12:00 PM
• Exceeding Customer Expectations – Tuesday, May 20, 1:00 PM – 5:00 PM
• Tele-Sales Skills From A to Z – Monday, June 16, 8:00 AM – 12:00 PM
• Internal Customer Service Skills – Tuesday, June 17, 8:00 AM – 12:00 PM
• Coaching for Managers – Tuesday, June 17, 1:00 PM – 5:00 PM

The Customer Service courses will rotate each month in order for participants to complete the four required courses:

The dates are as follows:

• May 19, 20
• June 16, 17
• July – Hospitality 101 on demand
• August – Hospitality 101 on demand
• September 15, 16
• October 20, 21
• November 17, 18
• December 15, 16

OTHER CERTIFICATIONS

The Office of Workforce Development at FCSS offers the following certifications (in addition to Five Star Southern Hospitality).

Career Readiness Certification

• Assesses students’ skills and then offers instruction in the specific areas that will help student become certified

• Focus on applied mathematics, locating information, or reading for information

• Earn one of three certification levels: gold, silver or bronze

• Free

Alabama Hospitality Association

(as prescribed by American Hospitality and Lodging Association)

• Available for line-level and supervisor positions of reservationists, guest room/unit attendants, restaurant servers, front desk representatives, retail cashiers and maintenance employees

• Cost—$50 Line Level; $100 Supervisors

American Culinary Federation Certification

• Two semesters of training

• Designed for students to directly enter workforce upon completion

ADDITIONAL OPTIONS

In addition to offering the Five Star Southern Hospitality Program, the Office of Workforce Development at FCSS also provides the following courses to meet various career development needs.

GED Courses

• Preparation classes and testing

• Free

Language Courses

• English as a Second Language

• Spanish for the Workplace

• Course fees vary

Leadership and Management Development

• Improves organizational performance through enhanced skills

• Course fee—$25

Two Convenient Ways to Register

Call 251-968-3104 or email Diane Saliba.