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The future of hospitality is within reach. 2010. Programme. 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 .

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Programme
Programme

  • 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
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
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
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
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
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
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
Case 3: Solution

  • Certified Restaurant Server

  • Hospitality Skills Certifications in Food & Beverage


Case 4 from venezuala with love
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
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
Case 5: Spa-tastic!

  • 5-Star Resort

  • 850 USD per night

  • 2 Night Business Stay

  • Referred to as Most Luxurious Chain


Case 5 solution
Case 5: Solution

  • Supervisory Skill Builders for the Spa Industry

  • Spa: A Comprehensive Introduction

  • Retail Management for Spas


Case 6 the shaker mover
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
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
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
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
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
Case 8: Solution

  • Certified Hotel Administrator

  • Certified Lodging Security Director

  • Certified Lodging Security Supervisor

  • Certified Lodging Security Officer


Case 9 buckle up buttercup
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
Case 9: Solution

  • Promises Taxi Driver Service Training


Case 10 yes we have no bananas
Case 10: Yes We Have No Bananas

  • “Niche” island

  • Focus on high-end tourism

  • Airport on regional carrier


Case 10 solution
Case 10: Solution

  • Hospitality Today

  • LMP, START

  • Going the Extra Mile

  • Lobotomy


Case 10 5 parting gift
Case 10.5: Parting Gift

  • “Tourism is our Resource”

  • Tourism week

  • Nickel and dime on departure tax

  • Surly personnel


Case 10 5 solution
Case 10.5: Solution

  • PCI Credit Card Compliance

  • Jail


Assessment
Assessment

  • Value for Money

  • Service, not Servitude

  • Penny-wise and dollar-dumb

  • 800USD/night for high-school, on-the-job trained managers?

  • Do local or regional training and compliance solutions best prepare staff to serve international clientele?

  • Exclusively In-house training. Does a copy of a copy = quality?

  • Can annual training (or worse) build good habits?


Solutions implementation
Solutions & Implementation

  • 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

  • We provide the carrot, the market provides the stick!

Disney Sept 28 – Oct 1 2011


American hotel lodging educational institute ahlei
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 ahlei1
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
iPhone Application

Hospitality iCoach


Market segments
Market Segments

LODGING INDUSTRY

Training Media

Independent Study

Professional Certification

Self-paced

Hospitality

Courses

Corporate Hotels

Management Companies

Individual Properties

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

Textbooks

Distance Learning

Online Courses

Customized Textbooks

Military

Gaming

Cruise Lines

Clubs & Restaurants

Spas


Training
Training

Customized

Program

Development

Online Learning

Text / Skill Guides

Training Videos

Training Seminars

Departmental Training

Food & Beverage

General

Management

Maintenance & Engineering

Safety & Security

Human Resources

Guest Service

Housekeeping

Front Office


Academic
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


Academic1
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
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
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




Workshop alcohol awareness
Workshop: Alcohol Awareness

  • Controlling Alcohol Risks Effective (CARE®)



Professional certification
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 certification1
Professional Certification

Why should you certify?

  • Validation of position

  • Motivator

  • Recognition

  • Builder of pride and self-esteem


Professional certification2
Professional Certification

Over 40 Certifications

  • Executive Level

  • Department Heads

  • Managers

  • Supervisors

  • Line Level


Who s who
Who’s 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
Levels of Professional Certification

CHA

Certified Hotel Administrator

CLM

Certified Lodging Manager

CRDE

Certified Rooms

Division Executive

CFBE

Certified Food &

Beverage Executive

CHRE

Certified Human

Resources Executive

CHHE

Certified Hospitality

Housekeeping Executive

CEOE

Certified Engineering

Operations Executive

CLSD

Certified Lodging

Security Director

CHS

Certified Hospitality

Supervisor

CLSS

Certified Lodging

Security Supervisor

CGS

Certified Gaming

Supervisor

CHSP

Certified Hospitality Sales Professional

CMHS

Certified Master Hotel Supplier

Certified Lodging

Security Officer

Line-Level

Certifications


Executive level
Executive Level

  • General Manager, Owner/ Operator and Corporate Executives

  • Qualified experience

  • Comprehensive study materials and exam


Certified hotel administrator
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
Department Head Level

  • Departmental Executives for Rooms, Food & Beverage, Engineering, Housekeeping, Human Resources

  • Qualified Experience

  • Comprehensive study materials and exam


Managers
Managers

  • Departmental Executives for Rooms, Food & Beverage, Engineering, Housekeeping, Human Resources

  • Qualified Experience

  • Comprehensive study material and exam


Supervisory level
Supervisory Level

  • Supervisors for all hotel departments

  • Qualified Experience

  • Supervisory Skill Builders training


Line level certification
Line Level Certification

  • Recognizes Guest Services, Housekeeping and Food & Beverage staff

  • Hospitality Skills Training Series


Security
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)


Security1
Security

  • Certified Lodging Security Supervisor (CLSS)

  • Certified Lodging Security Officer (CLSO)


Certified hospitality trainer cht
Certified Hospitality Trainer (CHT)

  • For the property or corporate trainer

  • Acknowledges the ability to design and implement training programs


Certified hospitality department trainer chdt
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


Personal career planner
Personal Career Planner

CHA

  • General

  • Manager

CRDE

  • Rooms Director

CFDM

  • Front Desk Manager

CHS

  • Front Desk Supervisor

Front Desk

Representative


Aids to certification
Aids to Certification

  • Custom Study Guides

  • Supervisory Skill Builders (also for Restaurants, Clubs & Gaming)

  • Hospitality Skills Training Guides


Certification process
Certification Process

Application

Qualification

Proctored Examination

(paper-based or online)

Certificate & Pin


Benefits of ongoing training and certification
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

Improves

Quality

Control

Increased

Guest

Satisfaction


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