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
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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
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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
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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
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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
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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!
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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
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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 …
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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 _________
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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
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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
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Hospitality Today
LMP, START
Going the Extra Mile
Lobotomy
Case 10.5: Parting Gift
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“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
• 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
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
Textbooks
Distance Learning
Online Courses
Customized Textbooks
Military
Gaming
Cruise Lines
Clubs & Restaurants
Spas
Training
Customized
Program
Development
Online Learning
Text / Skill Guides
Training Videos
Training Seminars
Departmental Training
Food & Beverage
Maintenance
& Engineering
Human Resources
Housekeeping
General
Management
Safety & Security
Guest Service
Front Office
Academic
Programs offered
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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:
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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 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
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
Certified Lodging
Security Officer
CMHS
Certified Master Hotel Supplier
Line-Level
Certifications
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
Personal Career Planner
CHA
CRDE
• General
Manager
• Rooms Director
CFDM
• Front Desk Manager
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
Improves
Quality
Control
Increased
Guest
Satisfaction