Active Curriculum

Hospitality &
Tourism

Excel in Canada's vibrant hospitality and tourism industry.

Learner
Syllabus Overview

Structured learning journey.

1
42 Mins

Introduction to Canadian Hospitality

This module: Introduction to Canadian Hospitality provides learners with a foundational overview of the Canadian hospitality and tourism industry. The module explores major hospitality sectors, customer service excellence principles, workplace communication, teamwork, and career pathways within hotels, restaurants, attractions, and events. Learners will develop an understanding of the key skills and professional standards required to succeed in hospitality environments.

Key Terminology

1Tourism: Travel for leisure, business, entertainment, or cultural experiences.
2Hospitality: The industry focused on providing services that create positive experiences for guests and customers.
3Guest Experience: The overall impression and satisfaction a guest has during their interaction with a hospitality business.
4Service Industry: An industry that provides services to customers rather than physical products.
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2
44 Mins

Front Desk Operations

This module: Front Desk Operations introduces the core responsibilities and procedures involved in hotel front desk operations. Learners will explore check-in and check-out procedures, Property Management Systems such as Opera, Guestware, and Cloudbeds, reservation management, and professional guest complaint handling. The module also focuses on communication, customer service, professionalism, and the importance of creating positive guest experiences in hospitality operations.

Key Terminology

1Front Desk Operations: The management of guest services and daily hotel interactions at the reception area.
2Guest Experience: The overall impression and satisfaction a guest has during their stay at a hotel.
3Guest Services: Services provided to assist guests, including check-in, information, and problem resolution.
4Professionalism: Maintaining respectful, appropriate, and reliable behavior in a workplace setting.
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3
43 Mins

Housekeeping Excellence

This module: Housekeeping Excellence introduces the core standards and procedures used to maintain cleanliness, hygiene, and guest room quality in hotels. Learners will explore room cleaning processes, inventory management for linens and supplies, green cleaning practices, and quality inspection protocols. The module focuses on consistency, attention to detail, and professionalism in housekeeping operations to ensure high levels of guest satisfaction and overall hotel performance.

Key Terminology

1Housekeeping: The department responsible for cleaning, maintaining, and preparing guest rooms and public areas to ensure comfort, hygiene, and safety.
2Guest Satisfaction: The level of happiness and overall experience a guest has during their stay at a hotel.
3Cleaning Standards: The set procedures and expectations used to ensure consistent and proper cleaning of hotel rooms and facilities.
4Sanitation: The process of cleaning and disinfecting surfaces to remove dirt, bacteria, and harmful contaminants.
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4
45 Mins

Food & Beverage Service

This Module: Food & Beverage Service introduces the core skills needed to deliver high-quality dining experiences in hospitality settings. It covers restaurant service styles, menu knowledge, upselling techniques, POS systems, and food safety with allergen awareness. The module focuses on building professional service skills, communication, and safety practices to ensure efficient operations and strong guest satisfaction in food and beverage environments.

Key Terminology

1Food & Beverage Service: The hospitality department responsible for preparing, serving, and delivering food and drinks to guests in restaurants, hotels, and other dining environments.
2Casual Service: A relaxed and fast-paced restaurant service style focused on quick ordering, efficiency, and simple guest interactions.
3Fine Dining: A formal restaurant service style that emphasizes high-quality presentation, structured service, and professional guest interaction.
4Buffet Service: A self-service dining style where guests serve themselves from a variety of dishes while staff maintain food stations and cleanliness.
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5
42 Mins

Smart Restaurant Operations

Module 5: Smart Restaurant Operations introduces the digital tools and technologies used in modern restaurant environments to improve efficiency, communication, and customer experience. Learners will explore kitchen display systems (KDS), online ordering platforms, inventory tracking and waste reduction strategies, as well as digital menu boards and QR code technology. The module focuses on how smart systems support faster service, accurate operations, and modern hospitality experiences.

Key Terminology

1Smart Restaurant Operations: The use of digital systems and technology to improve restaurant efficiency, communication, customer service, and daily operations.
2Kitchen Display System (KDS): A digital screen system used in kitchens to display customer orders electronically and improve communication between staff.
3Online Ordering: A digital system that allows customers to place food orders through websites or mobile applications for pickup or delivery.
4DoorDash: An online food delivery platform that connects restaurants, delivery drivers, and customers through a mobile app and website.
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6
42 Mins

AI Tools for Guest Experience

This module: AI Tools for Guest Experience introduces how artificial intelligence is used in hospitality to improve guest service, communication, and operational efficiency. Learners will explore chatbots, AI-powered room assignments, sentiment analysis from guest reviews, and personalized recommendation systems. The module focuses on how technology enhances guest experiences while supporting modern hospitality operations.

Key Terminology

1Artificial Intelligence (AI): Technology that uses data and automated systems to perform tasks, analyze information, and support decision-making.
2Chatbot: An AI-powered digital assistant that communicates with guests and answers questions through websites, apps, or messaging platforms.
3Guest Inquiry: A question or request made by a guest regarding services, reservations, amenities, or other hospitality information.
4Guest Support: Assistance provided to guests to solve problems, answer questions, and improve customer satisfaction.
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7
44 Mins

Revenue Management Basics

This module: Revenue Management Basics introduces the core strategies hotels use to maximize revenue through pricing, demand forecasting, and distribution control. Learners will explore dynamic pricing, occupancy forecasting, yield management, and channel management between OTAs and direct bookings. The module focuses on how data-driven decisions help hospitality businesses improve profitability and manage room inventory effectively.

Key Terminology

1Revenue Management: The strategic process of maximizing hotel revenue by adjusting pricing, demand, and room availability based on data and market conditions.
2Dynamic Pricing: A pricing strategy where hotel room rates change based on demand, seasonality, competitor pricing, and booking trends.
3Occupancy Forecasting: The process of predicting future room occupancy levels using historical data, seasonal trends, and booking patterns.
4Yield Management: A revenue strategy that aims to maximize income from a fixed number of hotel rooms by optimizing price, timing, and demand.
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8
45 Mins

Tourism Marketing & Social Media

This module: Tourism Marketing & Social Media explores how hospitality businesses use digital platforms to attract guests and build their brand. The module covers Instagram and TikTok marketing, influencer partnerships, Google My Business optimization, and online review management. It focuses on how social media and digital tools improve visibility, engagement, and reputation in the tourism industry.

Key Terminology

1Tourism Marketing: The promotion of hospitality and travel services to attract guests, increase awareness, and drive bookings.
2Social Media Marketing: The use of platforms like Instagram and TikTok to promote hospitality businesses and engage with potential guests.
3Short-Form Video: Brief video content designed for platforms like TikTok and Instagram Reels to quickly engage audiences and promote experiences.
4Brand Identity: The overall image, style, and perception of a hospitality business as presented through marketing and communication.
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9
43 Mins

Event Planning & Banquets

This module: Event Planning & Banquets introduces the core principles of organizing and executing hospitality events such as weddings, conferences, and banquets. It covers event space setup, audio-visual equipment, Banquet Event Orders (BEOs), and vendor coordination. The module focuses on building strong planning, communication, and operational skills needed to deliver smooth and professional events.

Key Terminology

1Event Planning: The process of organizing, coordinating, and managing all aspects of an event from setup to execution.
2Banquet Operations: Large-scale food and beverage service for organized events such as weddings, conferences, and galas.
3Event Layout: The arrangement of furniture, seating, and equipment within an event space to match the event type and guest needs.
4Audio-Visual (AV): Technology used in events including microphones, speakers, projectors, lighting, and sound systems.
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10
45 Mins

Health & Safety Standards

This module: Health & Safety Standards focuses on the essential safety procedures and compliance practices used in hospitality operations. Learners will study food safety, workplace hazards, WHMIS, emergency response procedures, and COVID-19 adaptations. The module emphasizes protecting guests and employees through safe, professional, and compliant hospitality practices.Health & Safety Standards focuses on the essential safety procedures and compliance practices used in hospitality operations. Learners will study food safety, workplace hazards, WHMIS, emergency response procedures, and COVID-19 adaptations. The module emphasizes protecting guests and employees through safe, professional, and compliant hospitality practices.

Key Terminology

1Health & Safety Compliance: Following laws, regulations, and workplace procedures that protect employees, guests, and business operations.
2Food Safety: Practices used to prevent food contamination and foodborne illness during preparation, storage, and service.
3HACCP: Hazard Analysis and Critical Control Points, a preventative system used to identify and control food safety risks.
4Critical Control Point: A stage in food preparation where safety risks can be monitored and controlled to prevent contamination.
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11
43 Mins

Cultural Competency & Accessibility

This module: Cultural Competency & Accessibility focuses on delivering inclusive and respectful hospitality service to guests from diverse cultural, linguistic, and accessibility needs. It covers cultural awareness, communication barriers, translation tools, AODA accessibility standards, and dietary accommodations such as halal, kosher, and vegan requirements. The module emphasizes creating welcoming, accessible, and professional guest experiences.

Key Terminology

1Cultural Competency: The ability to understand, respect, and appropriately respond to cultural differences in guest interactions and service delivery.
2International Guests: Guests from different countries or cultural backgrounds who may have varying expectations, customs, and communication styles.
3Language Barrier: A challenge in communication that occurs when guests and staff do not share a common language fluently.
4Translation Tools: Technologies such as apps, digital menus, and interpretation systems used to help bridge language gaps in hospitality.
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12
44 Mins

Conflict Resolution & Difficult Situations

This module: Conflict Resolution & Difficult Situations focuses on how to manage guest complaints, conflicts, and high-pressure situations in a calm and professional manner. It covers de-escalation techniques, handling intoxicated guests, service recovery, and when to escalate issues to management or security. The module emphasizes maintaining safety, professionalism, and strong guest service even in challenging situations.

Key Terminology

1De-escalation: The process of reducing emotional tension in a conflict situation to restore calm communication and prevent escalation.
2Conflict Resolution: The ability to manage and resolve disagreements or complaints in a professional and solution-focused manner.
3Active Listening: Fully concentrating on what a guest is saying, understanding their message, and responding appropriately without interruption.
4Empathy: The ability to understand and acknowledge a guest’s feelings and perspective without necessarily agreeing with them.
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13
45 Mins

Point-of-Sale & Payment Systems

This module: Point-of-Sale & Payment Systems introduces the core financial systems used in hospitality to process guest transactions accurately and securely. It covers cash handling, credit card and mobile payments, fraud prevention, and tipping and payroll systems. The module emphasizes accuracy, efficiency, and professionalism in all payment-related operations.

Key Terminology

1Point-of-Sale (POS) System: A digital system used in hospitality to process payments, track sales, manage orders, and support financial reporting.
2Cash Handling: The process of receiving, storing, and managing physical cash transactions in a hospitality environment.
3Cash Float: A set amount of cash provided at the start of a shift to allow staff to give change during transactions.
4Reconciliation: The end-of-shift process of comparing cash on hand with POS system records to ensure accuracy.
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14
44 Mins

Sustainability in Hospitality

This module: Sustainability in Hospitality introduces how hospitality businesses reduce environmental impact through waste reduction, energy and water conservation, and sustainable sourcing. It also covers green certifications like Green Key and LEED. The module focuses on building efficient, responsible, and environmentally conscious hospitality operations.

Key Terminology

1Sustainability: The practice of using resources responsibly to meet current needs without harming future environmental or operational balance.
2Environmental Impact: The effect hospitality operations have on the environment, including waste, energy use, and emissions.
3Corporate Responsibility: A business’s ethical duty to operate in a way that benefits society and minimizes environmental harm.
4Waste Management: The process of reducing, handling, and properly disposing of waste materials in hospitality operations.
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15
45 Mins

Professional Development & Job Readiness

This module: Professional Development & Job Readiness prepares learners for entry into the hospitality and tourism industry by developing essential job search skills, including resume writing, interview preparation, certifications, and networking. It focuses on building professionalism and career readiness for long-term success in the industry.

Key Terminology

1Resume: A professional document that summarizes a person’s skills, education, and work experience for job applications.
2Cover Letter: A written introduction sent with a resume that explains interest in a job and highlights relevant skills.
3Transferable Skills: Skills gained from school, volunteer work, or other experiences that can be applied to the workplace.
4Interview Preparation: The process of researching, practicing, and preparing responses for job interviews.
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Professional Certification

Complete 15 modules to unlock your verified certificate.