View
213
Download
0
Category
Preview:
Citation preview
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
Recommended