The future of hospitality is within reach 2010

Programme 1.Introduction & Tools 2.Case Studies 3.Assessment 4.Solutions & Implementation 5.AHLEI Family of Products and Services 6.Exam, Q & A, Roundtable Invite, Demo

For The End of Session Exam Room revenue = Room nights sold X Room rate charged Occupancy %=Room nights sold in a period Room nights available in that same period X 100 ADR = Room revenue Number of room nights sold RevPAR = Room revenue for a period Total rooms available for that period RevPAR=ADR X Occupancy percentage GOPPAR =Gross operating profit for a period Available rooms during that period Contribution margin =Room rate – Variable cost Required new occupancy= (Current contribution margin New Contribution Margin) XCurrent Occupancy % X 100 Market average ADR= Total room revenue (Total room nights sold) Market average RevPAR= Average market ADR x Average market occupancy percentage Market average occupancy percentage= Total room nights sold Total available room nights X 100

Case 1: Check-in 5-Star Resort 795 USD per night 2 Night Business Stay Global Top Luxury Branded Hotel Secret Audit Trip Contracted by Property Owner

Case 1: Solution Front-Desk Line-Level Certification Lodging Management Programme START Programme TRAC Spirit of Hospitality DVD Going the Extra Mile Service Skills Hospitality Skills Certifications for Front Office

Case 2: Long Night Hotel 4-Star Resort 350 USD per night 2 Night Business Stay Pre-warned late check-in, 4 day advance Top rated hotel on the island Site visit to inspect a potential AHLEI GAP partner

Case 2: Solution Supervisory Skill Builders Front Desk Line Level Certification Going the Extra Mile Hospitality Skills Certifications for Front Office Reservationist and Front Desk Representative

Case 3: May I Order Lunch? aka “The Mysterious Keratin Punch” Same “Resort” 12:30 pm / 12h30 / 1230 At pool bar observing diners

Case 3: Solution Certified Restaurant Server Hospitality Skills Certifications in Food & Beverage

Case 4: From Venezuala with Love 4-Star Resort 250 USD per night 2 Night Business Stay Elite Platinum Member Large global chain

Case 4: Solution Hospitality Skills Certifications for Front Office/Guest Services Welcome Home Superior Skills for Valet, Door, and Bell Staff Going the Extra Mile Hospitality Skills Certification for Valet Attendant

Case 5: Spa-tastic! 5-Star Resort 850 USD per night 2 Night Business Stay Referred to as Most Luxurious Chain

Case 5: Solution Supervisory Skill Builders for the Spa Industry Spa: A Comprehensive Introduction Retail Management for Spas

Case 6: The Shaker & Mover 4-Star Resort 199 USD per night 3 Night Business Stay Conference room rental 15 Conference attendees

Case 6: Solution Certificate: Revenue Management: Maximizing Revenue in Hospitality Operations Convention Management and Service Going the Extra Mile for Service

Case 7: This is the Story of a Hurricane … 4-Star Resort 150 Million USD construction 2 Night Act-of-God Induced Stay Elite Member Large global chain

Case 7: Solution Hospitality Skills Certifications Certified Lodging Security Officer Concierge Front Desk Representative Certified Lodging Security Supervisor Certified Lodging Security Director

Case 8: Did you see my _________ 5-Star Resort #1 Most Luxurious Resort on Island A 5-Star Resort #2 Most Luxurious Resort and major employer on Island B

Case 8: Solution Certified Hotel Administrator Certified Lodging Security Director Certified Lodging Security Supervisor Certified Lodging Security Officer

Case 9: Buckle-Up, Buttercup “Niche” island Claim tourism is focus Insist on local trainers but claims to target international clientele(?) Massive reduction in tourists of late Nation is billions (B) in debt 11:30am, 11h30, 1130

Case 9: Solution Promises Taxi Driver Service Training

Case 10: Yes We Have No Bananas “Niche” island Focus on high-end tourism Airport on regional carrier

Case 10: Solution Hospitality Today LMP, START Going the Extra Mile Lobotomy

Case 10.5: Parting Gift “Tourism is our Resource” Tourism week Nickel and dime on departure tax Surly personnel

Case 10.5: Solution PCI Credit Card Compliance Jail

Assessment 1.Value for Money 2.Service, not Servitude 3.Penny-wise and dollar-dumb 4.800USD/night for high-school, on-the-job trained managers? 5.Do local or regional training and compliance solutions best prepare staff to serve international clientele? 6.Exclusively In-house training. Does a copy of a copy = quality? 7.Can annual training (or worse) build good habits?

Solutions & Implementation 1.Continuous Improvement & Compliance Programme 2.Mass Certification of Hotels as Mark of Excellence 3.Rewrite Small Hotels Manual – 1 Year Timeline 4.Rewrite Hurricane Manual 5.Upgrade, Enhance, Merge CaribCert to Standards 6.Heavy promotion of graduates, certified professionals, and hotels that make commitment to continuous improvement and consistent training to an international standard 7.We provide the carrot, the market provides the stick! Disney Sept 28 – Oct

American Hotel & Lodging Educational Institute (AHLEI) Our mission statement: To be the premier source for quality hospitality education, training, and professional certification, serving the needs and advancing the excellence of hospitality schools and industries worldwide.

American Hotel & Lodging Educational Institute (AHLEI) Founded in 1953 Non-profit organization World’s largest developer of training and development solutions for the hospitality industry 45 member board of trustees +350 products in a variety of training media (online, video, print, distance learning)

iPhone Application Hospitality iCoach

American Hotel & Lodging Association (AH&LA) Based in Washington DC World’s largest hotel industry association Representing 1.8 million Hotel rooms with over 15,000 member properties Celebrating its centenary year AHLEI is the non-profit educational and training arm of the association

Qualified Hospitality Employees Qualified Hospitality Employees General Managers Department Managers Department Supervisors Line-Level Employees General Managers Department Managers Department Supervisors Line-Level Employees Academic University / Schools Corporate Hotels Management Companies Individual Properties Corporate Hotels Management Companies Individual Properties Textbooks Distance Learning Online Courses Customized Textbooks Textbooks Distance Learning Online Courses Customized Textbooks Videos Textbooks Seminars Program Development Videos Textbooks Seminars Program Development Self-paced Hospitality Courses Self-paced Hospitality Courses Textbooks Print Materials Online Courses Proctored Exams Textbooks Print Materials Online Courses Proctored Exams LODGING INDUSTRY Specialized Markets Hospitality Related Businesses Hospitality Related Businesses Military Gaming Cruise Lines Clubs & Restaurants Spas Military Gaming Cruise Lines Clubs & Restaurants Spas Professional Certification Training Media Independent Study Market Segments

Departmental Training Maintenance & Engineering Food & Beverage Housekeeping Human Resources Safety & Security Front Office Guest Service General Management General Management Online Learning Customized Program Development Customized Program Development Training Videos Training Seminars Text / Skill Guides Training

34 Hospitality Courses Self-Paced Programs - Maximum Requirements Single Course(s) - 4 months Certificate of Specialization (5 courses) - 20 months Hospitality Operations Certificate (8 courses) - 32 months Hospitality Management Diploma (12courses) - 48 months Distance Learning Courses CourseLine® Courses Text and Print Materials Interactive Internet Courses Proctored Written Exams Proctored Internet Exams Independent Study Courses

Academic Principal Markets 4-year Universities 2-year Community Colleges Vo-Tech Schools High Schools Workforce Development Principal Products Courses Customized Textbooks Online Enhancements Digital Textbooks CyberCinema® LMP START

Academic Programs offered 5-course Areas of Specialization 6-course Hospitality Fundamentals Program 8-course Hospitality Operations Program 12-course Hospitality Management Diploma 12-course Food and Beverage Diploma

Academic Courses offered in schools: Johnson & Wales University University of Alabama University of Nevada-Las Vegas Michigan State University Cornell University University of Central Florida Florida International University

Academic Top 2-year schools Hocking College Central Texas College Culinary Academy of New York Trident Technical College San Diego Golf Academy College Utah Valley State College

Academic Courses are offered internationally Indira Gandhi National Open University (India) William Blue College of Hospitality Management (Australia) Swiss Hotel Management School (Switzerland)

Distance Learning Convenient way to increase industry knowledge and skills Offers career education in an easily- accessible format to independent learners Prepares hospitality workers for career advancement and offer opportunities for professional growth

Lodging Management Program (LMP) High School curriculum 2-year program introduces students to the lodging industry Open doors of opportunity and set the students on an exciting career path Students learn management principles Certified Rooms Division Specialist (CRDS)

Lodging Management Program (LMP) Components Student Textbook--one each year Student Workbook--one each year Workplace Competency Checklist Teacher Materials – Lesson plans – Assessments – Transparency masters – Teacher workbook – Teacher Resource Guide – DVD’s available at additional cost

Lodging Management Program (LMP) Top states offer LMP New York Pennsylvania Oklahoma New Mexico Louisiana Maryland

Skills, Tasks, and Results Training (START) Designed specifically for workforce development to serve targeted clients such as: at-risk youth welfare-to-work dislocated workers and other targeted groups

Skills, Tasks, and Results Training (START) Students in the START program get on track to begin a career in lodging 180 hour curriculum in-depth look at the most common line-level positions at most hotels course includes line-level certification ideal curriculum for 9th or 10th grade high school students to prepare them to enter the Lodging Management Program (LMP)

Skills, Tasks, and Results Training (START) Top states offering START Florida New York Massachusetts Kansas South Carolina Michigan

Instructional System Design Model Developing instructional training tools through various media while adding on various media while adding hands on interactive learning opportunities. Analysis Implementation Design Development Informal, Quality-Control Evaluation (On going) Informal, Quality-Control Evaluation (On going) Evaluation Product Development

Supervisory Skill Builders: Online You as a Supervisor Leadership Time Management Effective Communication Improving Employee Performance Handling Problems & Conflict Conducting Training & Orientation Staffing & Scheduling Study materials for the Certified Hospitality Supervisor (CHS) certification exam.

Line-Level Skills Program: Online Front Desk Representative Guestroom Attendant Restaurant Server Reference Guides Preventive Maintenance

Online Learning PCI Compliance Technology: Security Awareness (licensed) Gaming courses: Title 31 CTRC, Title 31 SARC, and Title 26

Line-Level Skills Program Train, Retain, Assess, Certify (TRAC) Trainers Guide Employee Reference Guide Certification

Textbooks

Video Training

Now available! Customers can now access videos online Front Desk First Impressions Preventive Guestroom Maintenance Lodging SafetyWorks Housekeeping: Quality Guestroom Cleaning Housekeeping: Laundry Operations 10-Minute Trainer: Housekeeping

Workshop: Leading in Hospitality Leading versus managing Positive leadership traits and behaviors Culture that achieves employee satisfaction, and customer satisfaction Leadership development plan

Workshop: Alcohol Awareness Controlling Alcohol Risks Effective (CARE®)

All Training Should Lead To…

Professional Certification What is Professional Certification? Distinction of Excellence The Standard for the Industry Acknowledgement of skills and competencies required to succeed in your position

Professional Certification Why should you certify? Validation of position Motivator Recognition Builder of pride and self-esteem

Professional Certification Over 40 Certifications Executive Level Department Heads Managers Supervisors Line Level

Who’s Who Those who highly support Professional Certification Choice Hotels Best Western International Hyatt InterContinental Hotels Group Marriott Wyndham Worldwide Ritz Carlton

CHA Certified Hotel Administrator CHA Certified Hotel Administrator CLM Certified Lodging Manager CLM Certified Lodging Manager CRDE Certified Rooms Division Executive CRDE Certified Rooms Division Executive CHRE Certified Human Resources Executive CHRE Certified Human Resources Executive CLSD Certified Lodging Security Director CLSD Certified Lodging Security Director CFBE Certified Food & Beverage Executive CFBE Certified Food & Beverage Executive CEOE Certified Engineering Operations Executive CEOE Certified Engineering Operations Executive CHHE Certified Hospitality Housekeeping Executive CHHE Certified Hospitality Housekeeping Executive CHS Certified Hospitality Supervisor CHS Certified Hospitality Supervisor CLSS Certified Lodging Security Supervisor CLSS Certified Lodging Security Supervisor Certified Lodging Security Officer Certified Lodging Security Officer Line-Level Certifications Line-Level Certifications CGS Certified Gaming Supervisor CGS Certified Gaming Supervisor CHSP Certified Hospitality Sales Professional CHSP Certified Hospitality Sales Professional CMHS Certified Master Hotel Supplier CMHS Certified Master Hotel Supplier Levels of Professional Certification

Executive Level General Manager, Owner/ Operator and Corporate Executives Qualified experience Comprehensive study materials and exam

Certified Hotel Administrator New study materials for the CHA program: CHA Exam Preparation Booklet Three volume resource materials (CD) Additional Resource CHA Online Assessment Tool

Department Head Level Departmental Executives for Rooms, Food & Beverage, Engineering, Housekeeping, Human Resources Qualified Experience Comprehensive study materials and exam

Managers Departmental Executives for Rooms, Food & Beverage, Engineering, Housekeeping, Human Resources Qualified Experience Comprehensive study material and exam

Supervisory Level Supervisors for all hotel departments Qualified Experience Supervisory Skill Builders training

Line Level Certification Recognizes Guest Services, Housekeeping and Food & Beverage staff Hospitality Skills Training Series

Security Certified Lodging Security Director (CLSD) Updated review materials and exam to include information from: Department of Homeland Security (DHS) USA PATRIOT Act Occupational Safety and Health Administration (OSHA) Centers for Disease Control and Prevention (CDC)

Security Certified Lodging Security Supervisor (CLSS) Certified Lodging Security Officer (CLSO)

Certified Hospitality Trainer (CHT) For the property or corporate trainer Acknowledges the ability to design and implement training programs

Certified Hospitality Department Trainer (CHDT) Is aimed at line-level and supervisor employees with training responsibilities Adds a level of professionalism to the departmental trainer’s role Provides an opportunity for employees to validate their skills

Certified Hospitality Educator (CHE) Designed specifically for hospitality educators Strengthen students' critical thinking and motivation to learn Share ideas with your peers Recognition for teaching abilities from students, colleagues, and the industry

Front Desk Representative Front Desk Representative CHS Front Desk Supervisor CRDE Front Desk Manager CHA General Manager Personal Career Planner CFDM Rooms Director

Aids to Certification Custom Study Guides Supervisory Skill Builders (also for Restaurants, Clubs & Gaming) Hospitality Skills Training Guides

Certification Process Application Qualification Proctored Examination (paper-based or online) Proctored Examination (paper-based or online) Certificate & Pin

On the horizon…

Trainer Development Program Designed to develop trainers at the department level. Includes: Effective training Understanding job breakdown and skills performance Understanding the learning process And more…

PCI Compliance Compliance training at line level Retail Front Desk Information Technology Restaurant Back of the House

Supervisory Skill Builders: Online (Spanish) You as a Supervisor Leadership Time Management Effective Communication Improving Employee Performance Handling Problems & Conflict Conducting Training & Orientation Staffing & Scheduling Study materials for the Certified Hospitality Supervisor (CHS) certification exam.

Certification Certified Hotel Administrator (CHA) review class online Certified Lodging Security Officer (CLSO) Guest Service Certification

Online Learning Guest Service online (and video) – Concept focuses on 7 truths of guest service: Authenticity, Empathy, Intuition, Delight, Delivery, Initiative, and Champion – Features scenarios to immortalize each concept, based on true stories of heartfelt, exceptional service delivered by real hotel employees

Online Learning Front Office Manager online course – Interactive online course for Front Office Managers – Content based on Managing Front Office Operations, 8th edition – Course is 10 modules; approximately 10 hours total to complete

General Manager 101: Hospitality Operations A unique online learning experience where: A Cyber-Mentor will guide GMs through hospitality operations online training Key topics unique to lodging executive leadership Career learning pathways to assist GMs increase their knowledge and expertise

Security Awareness/Anti-terrorism Interactive online program targeting 3 tiers (all employees, security officer, and security directors). – Department of Homeland Security – Cardinal Point Strategies – Hotel Security and Anti-Terrorism Working Group

Increased Employee Productivity & Morale Increased Guest Satisfaction Increased Occupancy Average Daily Rate/Rev Par Increased Retention Reduced Cost of Turnover Improves Quality Control Benefits of ongoing Training and Certification Training System Providing Continuous Ongoing Training