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product 2015
PRODUCT SHOWCASE
American Hotel & Lodging Association Serving the hospitality industry for more than a century, the American Hotel & Lodging Association (AH&LA) is the sole national association representing all segments of the 1.8 million-employee U.S. lodging industry, including hotel owners, REITs, chains, franchisees, management companies, independent properties, state hotel associations, and industry suppliers. Headquartered in Washington, DC, AH&LA provides active advocacy, clear communications, and educational empowerment for this vital industry. • Managing over 4.9 million rooms • Employing more than 1.8 million • Welcoming 4.7 million guests every day • Generating $1.3 trillion in travel revenue • Creating $155.5 billion in lodging sales revenue • Raising $129 billion in business travel tax revenue annually
American Hotel & Lodging Educational Institute Established in 1953, the American Hotel & Lodging Educational Institute (AHLEI), a non-profit organization, is committed to investing in the workforce development of the hospitality industry. For over 60 years, we have provided hospitality education and training solutions to those preparing for hospitality careers and those already working in the industry. Because we are the training and education arm of the American Hotel & Lodging Association, we have a clear vision of what the industry needs and how to prepare people to succeed in this vibrant field. Direct industry input goes into the development of every one of our products, ensuring that the knowledge you gain is up-to-date, practical, and accurate. Leading hotel brands, management companies, hospitality schools, convention bureaus, and associations around the world turn to AHLEI for hospitality education and training resources and professional certification. More than 1,500 universities, colleges, vocational technical schools, and government agencies worldwide use AHLEI courses, textbooks, and supplemental media assets in their classroom. As the certifying body for hospitality, several of our training programs feature portable, stackable, industry-recognized certifications that provide participants with tangible recognition for their skills and knowledge.
PRODUCT Certification Career Path Widely recognized as the preeminent leader in hospitality certification, the American Hotel & Lodging Educational Institute (AHLEI) strongly supports and encourages the certification of hospitality professionals in all facets of the industry, from front-line workers through general managers and executives.
Certification Career Path
Revenue Management
Food & Beverage
CRDE Certified Rooms Division Executive
Maintenance
Security
Human Resources
CFBE Certified Food and Beverage Executive
CHHE Certified Hospitality Housekeeping Executive
CHFE Certified Hospitality Facilities Executive
CLSD Certified Lodging Security Director
CHT Certified Hospitality Trainer
CHRM Certified Hospitality Revenue Manager
Supervisor Line
Housekeeping
Sales
CHA Certified Hotel Administrator
Managerial
Department Head
Executive
Front Office
CHSP Certified Hospitality Sales Professional CLSS Certified Lodging Security Supervisor
CHS Certified Hospitality Supervisor
Certified Front Desk Representative
Certified Restaurant Server
Certified Guestroom Attendant
Certified Maintenance Employee
CHDT Certified Hospitality Department Trainer
Certified Lodging Security Officer
Specialty
CGSP Certified Guest Service Professional
CMHS Certified Master Hotel Supplier
CHE Certified Hospitality Educator
CHI Certified Hospitality Instructor
CSS Certified Spa Supervisor
CHTMP Certified Hospitality & Tourism Management Professional
CHIA Certification in Hotel Industry Analytics
WWW.AHLEI.ORG \ +1 407 999 8100 or 1 800 349 0299
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PRODUCT SHOWCASE
TRAINING AND CERTIFICATION PROGRAMS REVISED! Trainer Development Program ©2014 The Trainer Development Program will help new or prospective departmental trainers feel more confident about their job. The new version includes updated information throughout with a new section covering E-Learning, and an updated Instructor’s Guide. Through AHLEI’s Trainer Development Program, employees will better understand how adults learn, how to prepare for training, how to lead one-onone and group training, and how to follow up on training. The print-based program is designed to be taught in a facilitated setting using the program’s instructor guide, participant manual, and study guide, while the web version is available online 24/7, to accommodate all employee schedules. Highlights of the program include: • Training Overview • Four Step Training Method • Learning, Communication • Orientation • Using Audiovisual Aids • Group Training • One-on-One Training • E-Learning
REVISED! Certified Hospitality Department Trainer (CHDT®) ©2014 The Certified Hospitality Department Trainer CHDT® recognizes hospitality professionals for their knowledge and functional skills in training employees within a department.
Exam Preparation Resources • Attend a Facilitated Workshop of the Trainer Development Program • Complete the online version of the Trainer Development Program Exam Successfully pass 50-question certification exam with a score of 70% or higher, and receive certificate and lapel pin. Visit www.ahlei.org/chdt for prerequisites.
Participants who complete the Trainer Development Program qualify to earn the Certified Hospitality Department Trainer (CHDT®) professional certification designation, www.ahlei.org/chdt. Facilitated Workshop Components* Instructor Guide with PowerPoint CD 09300IGP02ENGE – English/print CHDT® Certification Exam with Study Guide and Review Session Participant Manual 09300SGP02ENGE – English/print *To conduct a Workshop with a CHDT Exam Review Session, please contact AHLEI’s professional certification department for details +1 407 999 8100.
Individual Study Trainer Development Online Training Program with CHDT® Exam 09300WBP02ENGE – English/online Includes access to web-based training, electronic (PDF) copy of study guide, and one attempt at the CHDT® exam. 2
WWW.AHLEI.ORG \ +1 407 999 8100 or 1 800 349 0299
“The CHDT Program is an excellent program which surpassed all my expectations. The program is very informative and a necessity for training standards. Through it I am now better able to plan and execute each training module resulting in maximum benefits to the participants.”
Rose Forde, CHDT ROSJO Hospitality Services, Barbados
PRODUCT Guest Service Gold® Training Program and Certification ©2011 Look beyond the standard guest service training and get recognized for implementing and achieving guest service best practices with Guest Service Gold®.
Guest Service Gold® is a comprehensive program designed to accomplish the goal of creating guest service-oriented front-line employees who know how to engage with their guests to provide memorable guest service. Core components include training, employee certification and property certification and can be implemented by any service oriented business, such as restaurants, transportation companies, attractions, and retail outlets, not just lodging properties. Completion of Guest Service Gold® can lead to the Certified Guest Service Professional (CGSP®) designation. Once all front-line employees pass the CGSP exam, the property or organization can apply for the Certified Guest Service Property designation. Guest Service Gold® features a video with seven brief stories designed to motivate and inspire employees to ‘go for the gold’. The elements focus on: authenticity, intuition, empathy, delight, delivery, initiative and being a champion! • Program includes: 22 minute video (DVD), pre-shift lesson plans, one Trainer’s Guide, and one Participant Workbook
Certified Guest Service Property
Once all front-line employees who have guest contact pass the CGSP exam, your property can apply to be recognized as a Certified Guest Service Property. Successful properties will receive a CGSP certification plaque to display prominently for guests to recognize their commitment to providing exceptional guest service. • The Property designation is valid for one (1) year from the property issue date. • Properties will need to certify their new hires in order to receive a new plaque. This certification is essential to promote your property’s commitment to guest service and guest satisfaction.
Components For Workshop/Review Session Guest Service Gold® Trainer Package, includes: 22-minute video (DVD), pre-shift lesson plans, one trainers guide, one participant workbook 06500DVP01ENGE – English (print) 06500DVP01SPGE – Spanish (print) Also available in Hindi, French, Chinese. Guest Service Gold® Participant Workbook 06500WKB01ENGE – English (print) 06500WKB01SPGE – Spanish (print) Also available in Hindi, French, Chinese. For Independent Study Guest Service Gold Online Course 06500WEB01ENGE – English (online) 06500WEB01SPGE – Spanish (online)
Additional workbooks sold separately.
Certified Guest Service Professional (CGSP®)
Each employee who completes the Guest Service Gold® Training Program is eligible to become a Certified Guest Service Professional (CGSP®). • Pre-requisites: None • Candidate must pass the 30-question CGSP® certification exam with a score of 70% or higher.
CGSP Exam 06500PGF01ENGE – English/Certification (print/ online) 06500PGF01SPGE – Spanish/Certification (print/ online)
Visit www.ahlei.org/guestservicegold for details.
WWW.AHLEI.ORG \ +1 407 999 8100 or 1 800 349 0299
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PRODUCT SHOWCASE
NEW! Certification in Hotel Industry Analytics (CHIA) ©2014 Do the math and interpret the STAR report. Geared to revenue managers, general managers, corporate staff, and research professionals, the Certification in Hotel Industry Analytics (CHIA) online review program demonstrates how to analyze various types of hotel industry data and to make strategic inferences based upon that analysis. The CHIA is jointly offered by the American Hotel & Lodging Educational Institute (AHLEI) and STR. This online program has been specifically developed to prepare candidates for the actual exam. This valuable resource provides an in-depth review of the program content and includes both condensed and expanded versions of the training. Quiz questions are also included to help target preparation activities and test the candidate’s comprehension of hotel industry analytics. Core content areas include: • Hotel Industry Analytical Foundations • Hotel Math Fundamentals • Property Level Benchmarking (STAR Reports) • Hotel Industry Performance Reports Training includes case scenarios, hints, sample reports, industry “tricks of the trade”, analysis examples, quizzes, discussion questions, and application exercises where participants gain handson experience working with hotel data.
COMING SOON! Skills, Tasks, and Results Training (START)
AHLEI offers multiple programs to train employees for line-level hospitality positions and also offers hospitality skills certification for each—giving your employees a portable, industry-recognized credential to make them stand out. The Skills, Tasks, and Results Training (START) programs combine job-specific information, task lists, and job breakdowns that show step-by-step procedures for each task. The Train-the-Trainer section found in the Instructor’s Guide offers suggestions for how to best present the information, as well as additional questions to spur classroom discussion and emphasize key learning points. The START programs are available in line positions for Front Desk Representative, Guestroom Attendant, Restaurant Server and Maintenance Employee. Individuals who complete a START skills training program are prepared for AHLEI hospitality skills certification exam for that position.
Exam The CHIA exam is only available online and administered by AHLEI. Participants who successfully complete the 50-question exam with a score of 70% or higher will earn the CHIA designation and receive a certificate. Presentations/Workshops Personalized presentations and one- or two-day facilitated workshops are also available (separate fees apply).
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WWW.AHLEI.ORG \ +1 407 999 8100 or 1 800 349 0299
PRODUCT NEW! Hospitality and Tourism Management Program (HTMP)
REVISED! Certified Hospitality Instructor (CHI)
©2014 AHLEI’s new Hospitality and Tourism Management Program introduces the hospitality and tourism industry on a global scale with a large focus on diversity. The program is delivered with graphic-rich textbooks, and workbooks that give participants the opportunity to apply what they’ve learned. Most importantly, this curriculum is industry driven as evidenced by the fact that we invited more than 60 industry leaders to serve as subject matter experts, ensuring that today’s program matches the needs of hospitality employers across the world. And with the stamp of the American Hotel & Lodging Educational Institute, you can guarantee that this program comes packed with industry insight and professional development activities to take students straight from the classroom into the workforce.
Program Benefits:
Provides specific skills knowledge for participants, leading to an industry-recognized and portable professional certification from the American Hotel & Lodging Educational Institute—Certified Hospitality and Tourism Management Professional (CHTMP) • Aligned to the Common Core State Standards • Showcases Career Pathways for a dynamic and fast-growing industry • Teaches employability skills and job-specific technical skills for the Hospitality & Tourism Career Cluster • Can lead to advanced placement in college through articulation agreements • Includes work-based learning experiences with an industry internship
The Certified Hospitality Instructor (CHI) program is a two-level selfstudy program designed for individuals currently employed full- or part-time as a secondary school instructor teaching a hospitality curriculum, including AHLEI’s Hospitality and Tourism Management Program (HTMP). The program will help secondary school instructors to enhance their hospitality industry knowledge and skills and to sharpen their ability to convey relevant information to high school level students, in order to better prepare them for a career in hospitality. The program is delivered using a custom AHLEI textbook and an online course that includes video of an instructor facilitating modules that align to the textbook chapters and allows users to download the course PowerPoint slides. Teachers who participate in the program will earn CHI certification after passing both the Level I and Level II exams and completing a required 120-hour internship.
“Being able to provide a curriculum to my students that really enforces and follows the industry standard has been so instrumental in their growth as future professionals. I feel that the HTMP program really drives home the fundamentals, giving my students the groundwork they need for a successful career in hospitality and tourism.”
Teira Youngdell FCS Instructor Lakeland High School Rathdrum, Idaho
WWW.AHLEI.ORG \ +1 407 999 8100 or 1 800 349 0299
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PRODUCT SHOWCASE
RESPONSIBLE ALCOHOL SERVICE
REVISED! CARE (Controlling Alcohol Risks Effectively®) Online Program
REVISED! CARE for Servers (Controlling Alcohol Risks Effectively®)
©2014 The four-hour CARE program online provides flexible, self-paced training to prepare employees for handling the challenges of responsible alcohol service. This online program has interactivity with audio/video features, learning activities, and review questions. 00699CLN04ENGE
©2014 This one-day workshop prepares alcohol servers to handle the challenges of serving alcohol responsibly. Expanded features include: • NEW section on lodging -specific alcohol sales, including in-room dining service, minibars, retail outlets/gift shops, and banquets/special events • NEW content on energy drinks and illegal drugs. • UPDATED ID-checking guide • NEW content throughout on tobacco sales (displayed in “Up In Smoke” callout boxes) • MERGED hotel and gaming versions (casinospecific serving tips displayed in “Let It Roll” callout boxes) CARE is offered in an easy-to-use format with the components to provide effective training, including: Instructor’s Guide, Sample Server’s Manual, Server Training Video (DVD), and Pocket Guide. Available in English and Spanish. Participant materials for employees to better visualize training concepts are available with exam. CARE is not available for individual purchase. 06990ISE04ENGE For more information, visit www.ahlei.org/CARE
CARE for Guest Contact Staff
©2015 Guests affected by alcohol don’t confine themselves to the bar or restaurant. This workshop trains all employees, including front desk staff, valet attendants, cashiers, and housekeepers, to recognize signs of intoxication, communicate with management, and intervene appropriately in challenging situations. Updated material includes new content on guestroom minibars, in-room dining and minors, and gift shops/retail outlets. 06880ISE04ENGE – English
LinguaTV Language Training for Hotel Professionals ©2011 This industry-specific course is designed to develop listening, speaking, reading, and writing skills by focusing on realistic and entertaining hospitality-oriented scenarios. The online program consists of 20 lectures, each focusing on a particular hospitality situation. The program is geared toward lower-intermediate to intermediate level English speakers who are employed in, or planning a career in, hospitality and tourism. Ideal for properties that have a significant number of employees for whom English is a second language, to provide them with basic, hospitality-specific English skills. For more information, visit www.linguatv.com/af/ahlei
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WWW.AHLEI.ORG \ +1 407 999 8100 or 1 800 349 0299
PRODUCT ONLINE LEARNING
NEW! TripAdvisor® Reputation Management for Front-Line Staff
NEW! The Role of Hospitality in Preventing and Reacting to Child Trafficking ©2014 AHLEI and ECPAT-USA partnered to develop this online course to provide hotel employees and managers with the information they need to identify and respond to trafficking and sexual exploitation crimes. The 30-minute course explains the risks trafficking can pose to properties, provides a list of signs and behaviors that may indicate child trafficking, and offers steps to respond to the situation in ways that minimize risk. The training incorporates audio and video clips and interactive knowledge checks and concludes with a 10-question quiz to gauge employee learning. Trainees who pass the quiz with a score of 80% or higher can print out a certificate of completion. 08045WEB01ENGE
©2014 This 30-minute online course explains how positive guest reviews contribute to a property’s bottom line and provides information on how staff can encourage positive guest experiences through exceptional guest service. Content covered in the course includes: • Overview of TripAdvisor® • Where negative reviews come from • Manager and employee roles in the review process • Tips on asking guests for reviews • TripAdvisor® policies on fraud, threats, and blackmail The course includes case studies, knowledge checks, and a 10-question quiz (80% passing score). 08040WEB01ENGE 30-minute Online Course Trainees who pass the online quiz may print out a certificate of completion. 08040WBK01ENGE Print This workbook is suitable for individual or group training. AHLEI does not offer a certificate of completion with the print version of this program.
WWW.AHLEI.ORG \ +1 407 999 8100 or 1 800 349 0299
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PRODUCT SHOWCASE
BOOK NEW! Uniform System of Accounts for the Lodging Industry Eleventh Revised Edition ©2014, Hardbound, ISBN 978-0-86612-447-8 The Uniform System of Accounts for the Lodging Industry is periodically revised to reflect changes in industry practice and to address issues that arise as the industry develops.
Examples of contemporary industry issues and practices considered and addressed in this Eleventh Revised Edition include, but are not limited to, the following: technology updates, sustainability, globalization, new terminology, cluster services, distribution channels, and enhanced ratio analysis. Every section has been updated to reflect the latest practices for recording financial information. There are new categories, changes in where specific items are recorded, and additional guidance on issues such as recording of surcharges, service charges, and gratuities; the handling of revenues and expenses associated with mixed-ownership lodging facilities; the handling of gift certificate revenue; and more.
Special Features Keycode provides access to downloadable Excel templates of all financial statements and supporting schedules, as well as tables of operating metrics and searchable Excel version of the Revenue and Expense Guide. Readers will also be able to receive updates to the book and ask questions on topics related to the book’s content. The digital version of the book enables readers to search keywords, add notes and bookmarks, and increase or decrease font size. The publication is a joint effort of the Hotel Association of New York City and the Financial Management Committee of the American Hotel & Lodging Association (AH&LA), sponsored by Hospitality Financial & Technology Professionals (HFTP). For detailed information, visit www.ahlei.org/usali. 00659TXT11ENGE - Print book 00659EBK11ENGE - Digital book
NEW – Digital Textbook Platform (Web)
Reading View
• Add bookmarks or jump to bookmarks • Add notes or jump to previous notes • Use thumbnails reel to quickly browse pages • View vertically or horizontally • Jump to cover or table of contents • Full Text Search
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WWW.AHLEI.ORG \ +1 407 999 8100 or 1 800 349 0299
NEW – Digital Textbook Platform (App)
New Mobile App • • • •
Supported on iOS devices (iOS 7+) Android version coming soon Access library of books available to a student Download book for offline viewing of the textbook
ONLINE LEARNING PACKAGES MANAGEMENT COURSES Introduction to the Hospitality Industry • The Lodging and Food Service Industry • Hospitality Today: An Introduction
Sales and Marketing • • • •
Marketing in the Hospitality Industry Hospitality Sales and Marketing Convention Management and Service Fundamentals of Destination Management and Marketing • Revenue Management: Maximizing Revenue in Hospitality Operations
Food and Beverage • Management of Food and Beverage Operations • Food Safety: Managing with the HACCP System • Managing Service in Food and Beverage Operations • Purchasing for Food Service Operations • Planning and Control for Food and Beverage Operations • Managing Beverage Operations
Human Resources • Supervision in the Hospitality Industry • Training and Development for the Hospitality Industry • Managing Hospitality Human Resources
Finance and Accounting • • • • •
Hospitality Industry Financial Accounting Hotel and Restaurant Accounting Accounting for Hospitality Managers Accounting for Club Operations Hospitality Industry Managerial Accounting
General Management • Leadership and Management in the Hospitality Industry • Contemporary Club Management • Understanding Hospitality Law • World of Resorts: From Development to Management • International Hotels: Development and Management
Rooms Division • • • • •
Managing Technology in the Hospitality Industry Hospitality Facilities Management and Design Managing Front Office Operations Managing Housekeeping Operations Security and Loss Prevention Management
SUPERVISORY SKILL BUILDERS Supervisory Skill Builders provides need-to-know information to help supervisors carry out their responsibilities and manage everyday workplace challenges. Topics include: • You as a Supervisor • Leadership • Time Management • Effective Communication • Handling Problems and Conflicts • Conducting Orientation and Training • Motivation and Team Building • Staffing and Scheduling • Improving Employee Performance
START Skills, Tasks, And Results Training (START) provides an understanding of key responsibilities and job knowledge for the following roles: • • • •
Front Desk Representative Guestroom Attendant Maintenance Employee Restaurant Server
Select titles according to your property’s training needs and contact an AHLEI sales representative for details.
WWW.AHLEI.ORG FLORIDA 800 N. MAGNOLIA AVENUE, SUITE 300 ORLANDO, FL 32803 USA PHONE: +1 407 999 8100 FAX: +1 407 236 7848 MICHIGAN 2113 NORTH HIGH STREET LANSING, MI 48906 USA PHONE: +1 517 372 8800 FAX:+1 517 372 5141 INDIA ASHA HOUSE 28, SUREN ROAD, ANDHERI (EAST) MUMBAI - 400 093 INDIA PHONE: +91 22 26820878 FAX: +91 22 26830043 CHINA LSHI@AHLA.COM PHONE: +86 186 1227 7789 HTTP://CHINA.AHLEI.ORG
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