The future of hospitality is within reachThe future of hospitality is within reach

2010

Programme

1. Introduction & Tools2. Case Studies3. Assessment4. Solutions & Implementation5. AHLEI Family of Products and Services6. Exam, Q & A , Roundtable Invite, Demo

For The End of Session Exam Room revenue = Room nights sold X Room rate chargedOccupancy % = Room nights sold in a period

Room nights available in that same period X 100ADR = Room revenue

Number of room nights soldRevPAR = Room revenue for a period

Total rooms available for that periodRevPAR = ADR X Occupancy percentageGOPPAR = Gross operating profit for a period

Available rooms during that periodContribution margin = Room rate – Variable costRequired new occupancy = (Current contribution margin

New Contribution Margin) XCurrent Occupancy % X 100Market average ADR = Total room revenue

(Total room nights sold)Market average RevPAR = Average market ADR x Average market occupancy percentageMarket 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

Assessment1. Value for Money2. Service, not Servitude3. Penny-wise and dollar-dumb4. 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 & Implementation1. Continuous Improvement & Compliance Programme2. Mass Certification of Hotels as Mark of Excellence3. Rewrite Small Hotels Manual – 1 Year Timeline4. Rewrite Hurricane Manual5. Upgrade, Enhance, Merge CaribCert to Standards6. 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• 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

QualifiedHospitalityEmployees

QualifiedHospitalityEmployees

General ManagersDepartment Managers

Department SupervisorsLine-Level Employees

General ManagersDepartment Managers

Department SupervisorsLine-Level Employees

AcademicAcademic

University / SchoolsUniversity / Schools

Corporate Hotels Management Companies

Individual Properties

Corporate Hotels Management Companies

Individual Properties

TextbooksDistance Learning

Online CoursesCustomized Textbooks

TextbooksDistance Learning

Online CoursesCustomized Textbooks

Videos Textbooks Seminars

Program Development

Videos Textbooks Seminars

Program Development

Self-paced Hospitality

Courses

Self-paced Hospitality

Courses

Textbooks Print MaterialsOnline Courses

Proctored Exams

Textbooks Print MaterialsOnline Courses

Proctored Exams

LODGING INDUSTRYLODGING INDUSTRY

Specialized MarketsSpecialized Markets

Hospitality RelatedBusinesses

Hospitality RelatedBusinesses

MilitaryGaming

Cruise LinesClubs & Restaurants

Spas

MilitaryGaming

Cruise LinesClubs & Restaurants

Spas

Professional CertificationProfessional CertificationTraining MediaTraining Media Independent StudyIndependent Study

Market Segments

Departmental TrainingDepartmental Training

Maintenance & EngineeringMaintenance & Engineering

Food & BeverageFood & Beverage

HousekeepingHousekeeping

Human ResourcesHuman Resources

Safety & SecuritySafety & Security

Front OfficeFront Office

Guest ServiceGuest Service

General Management

General Management

Online LearningOnline Learning CustomizedProgram

Development

CustomizedProgram

DevelopmentTraining VideosTraining Videos Training SeminarsTraining Seminars

Text / Skill GuidesText / Skill Guides

Training

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

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

CHACertified Hotel Administrator

CHACertified Hotel Administrator

CLMCertified Lodging Manager

CLMCertified Lodging Manager

CRDECertified Rooms

Division Executive

CRDECertified Rooms

Division Executive

CHRECertified Human

Resources Executive

CHRECertified Human

Resources Executive

CLSDCertified LodgingSecurity Director

CLSDCertified LodgingSecurity Director

CFBECertified Food &

Beverage Executive

CFBECertified Food &

Beverage Executive

CEOECertified Engineering Operations Executive

CEOECertified Engineering Operations Executive

CHHECertified Hospitality

Housekeeping Executive

CHHECertified Hospitality

Housekeeping Executive

CHSCertified Hospitality

Supervisor

CHSCertified Hospitality

Supervisor

CLSSCertified Lodging

Security Supervisor

CLSSCertified Lodging

Security Supervisor

Certified LodgingSecurity Officer

Certified LodgingSecurity Officer

Line-LevelCertifications

Line-LevelCertifications

CGSCertified Gaming

Supervisor

CGSCertified Gaming

Supervisor

CHSPCertified Hospitality Sales Professional

CHSPCertified Hospitality Sales Professional

CMHSCertified Master Hotel Supplier

CMHSCertified 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 AdministratorNew 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

Front DeskRepresentative

Front DeskRepresentative

CHSCHS

• Front Desk Supervisor

CRDECRDE

• Front Desk Manager

CHACHA

• General Manager

Personal Career Planner

CFDMCFDM

• Rooms Director

Aids to Certification• Custom Study Guides• Supervisory Skill Builders

(also for Restaurants, Clubs & Gaming)

• Hospitality Skills Training Guides

Certification Process

ApplicationApplication

QualificationQualification

Proctored Examination(paper-based or online)

Proctored Examination(paper-based or online)

Certificate & PinCertificate & Pin

Increased Employee

Productivity & Morale

IncreasedGuest

Satisfaction

IncreasedOccupancy

Average Daily Rate/Rev Par

IncreasedRetention

Reduced Cost of Turnover

ImprovesQualityControl

Benefits of ongoing Training and Certification

Training System Providing Continuous

Ongoing Training