The future of hospitality is within reach

2010

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

For The End of Session Exam

Room revenue = Occupancy % = Room nights sold X Room rate charged 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. 2. 3. 4. Value for Money Service, not Servitude Penny-wise and dollar-dumb 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. 2. 3. 4. 5. 6. Continuous Improvement & Compliance Programme Mass Certification of Hotels as Mark of Excellence Rewrite Small Hotels Manual 1 Year Timeline Rewrite Hurricane Manual Upgrade, Enhance, Merge CaribCert to Standards 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 1 2011

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 Worlds 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

Market Segments
LODGING INDUSTRY Training Media Independent Study Professional Certification Corporate Hotels Management Companies Individual Properties Self-paced Hospitality Courses Qualified Hospitality Employees

Videos Textbooks Seminars Program Development

Textbooks Print Materials Online Courses Proctored Exams

General Managers Department Managers Department Supervisors Line-Level Employees

Academic

Specialized Markets

University / Schools

Hospitality Related Businesses Military Gaming Cruise Lines Clubs & Restaurants Spas

Textbooks Distance Learning Online Courses Customized Textbooks

Training
Online Learning Training Videos Departmental Training Food & Beverage Maintenance & Engineering Human Resources Housekeeping Customized Program Development Text / Skill Guides Training Seminars

General Management Safety & Security

Guest Service Front Office

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 2500+ schools:
Johnson & Wales University University of Alabama University of Nevada-Las Vegas Michigan State University Cornell University University of Central Florida Florida International University

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)

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

Textbooks

Video Training

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

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

Levels of Professional Certification

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

CHSP Certified Hospitality Sales Professional Certified Lodging Security Officer

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 trainers role Provides an opportunity for employees to validate their skills

Personal Career Planner

CHA CRDE CFDM
Front Desk Manager General Manager

Rooms Director

CHS Front Desk Representative

Front Desk Supervisor

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)

Certificate & Pin

Benefits of ongoing Training and Certification

Increased Occupancy Average Daily Rate/Rev Par Increased Employee Productivity & Morale

Training System Providing Continuous Ongoing Training

Increased Retention Reduced Cost of Turnover Increased Guest Satisfaction Improves Quality Control