Each skills guide is a three-ring binder that contains 200-300 reproducible pages filled with detailed job knowledge information, task lists, task breakdowns, and job tips. Spaces are provided for properties to add their own training information as needed. Employees who are trained with the skills guides are prepared to complete the written exam and skills proficiency testing that is required for EI’s line-level Hospitality Skills Certification. 

Topics covered in the Maintenance Employee guide include: 

• OSHA Regulations
• Preventative Maintenance
• HVAC Systems
• Security
• Environmental Issues
• Maintenance Tools 

• Telephone Courtesy
• Store Safety
• Retails Operations and the Lodging Property Environment
• Retail Sales Skills
• Retail Display Guidelines
• Point-of-Sale Equipment

• Valet Posting System
• The Telephone System
• Luxury Limousines
• Lost Luggage
• Respecting Guests’ Vehicles and Property
• Tip Reporting Procedures

Established in 1953 as a nonprofit educational foundation of the American Hotel & Lodging
Association, the Educational Institute is the premier source for quality hospitality education,
training, and professional certification, serving the needs and advancing the excellence of
hospitality schools and industries worldwide.