Carlson Business School Brochure by Creative Service Desk

Leading the Future 2011

â&#x20AC;&#x153; More than ever before, education and development have become vitally important to the success of our managers and leaders, hotels and brands. We must continue to learn new skills and refresh our current knowledge if we are going to compete successfully and win in the markets we serve.â&#x20AC;? Beathe-Jeanette Lunde Executive Vice President People Development, Responsible Business, Safety & Security

Contents 02

welcome

Enrolling

LOTS Business Planning Workshop

Sales Success

Negotiation Skills for Effective Sales People

Revenue Generation Management Success

Proactive Leadership

Executive Proactive Leadership

Yes I Can! Hotel Trainer Certification

Country Brand Orientation

Radisson Brand Certification

Adding Color to Life Hotel Trainer Certification

Responsible Business Hotel Trainer Certification New Courses in 2011

• Be Our Guest Hotel Trainer Certification

• Effective Group Training Techniques

• Select for Talent

Carlson Hotels Learning Matrix

2011 Locations and Dates

Welcome To ensure our people grow with the company, we have launched The Business School @ Carlson. It is the platform for all classroom training provided by Carlson Hotels to hotel managers and department heads representing all of our brands as well as corporate leaders.

The courses offered at The Business School are constantly aligned with the ambitions and strategies of Carlson and the development needs of our people. You will find the course content at The Business School to positively impact customer loyalty, revenue growth, and employee engagement for your business. It is a mobile school and will be offered 4-6 times each year in various locations in the Americas. The Business School benefits Carlson learners by providing growth and development opportunities while encouraging networking with other Carlson Hotels attendees to share best practices and build new relationships.

The courses offered at the Business Schools in 2011 focus on business planning, sales performance, leadership and management, brand orientations, and Hotel Trainer certification for programs such as Yes I Can!, Responsible Business, Adding Color to Life, and Be Our Guest. You can read about all of these courses in this catalog and get a feel for the learning atmosphere.

â&#x20AC;&#x153; Welcome to The Business School @ Carlson. I look forward to seeing you in either Los Angeles, Winnipeg, Philadelphia, Cape Canaveral or Merrillville.â&#x20AC;?

Steve Outwater Vice President People Development, Carlson Hotels, Americas Dean of The Business School @ Carlson

â&#x20AC;&#x153; I found The Business School @ Carlson to be helpful on many levels. It allows all the hotels and national sales teams to join together and learn not only from the courses but from each other as well. Combining the dinners and lunches allowed for me to meet so many others that I have worked with but have never met in person. Mixing the classes with colleagues on all levels created an environment for strong open discussions and allowed everyone to better understand how we each see the end goal. In Negotiating Skills for Effective Sales People there were a lot of things that we could take back each day to make us stronger sales people. After the training, I was confident that I knew the skills that I needed and was ready to use them. I have continued to use them each day and I feel myself growing as a sales person.â&#x20AC;? Sarah B. Pikul Sales Manager The Radisson Plaza Hotel Minneapolis

Enrolling Invitations to Business Schools are sent to General Managers, Directors of Sales, and Carlson Hotels corporate leaders via email approximately 10 weeks prior to the start of the School. To register for a course at an upcoming Business School, you must access Carlson Learning Network (CLN) through the application list on CONNECT.

Once into the CLN application, use the keyword to search for the course. Then add the course to your Learning Plan in CLN and select the location and date to register. You will receive an automatic system notification that you have registered, but please be aware that your course is not yet confirmed. Courses will be confirmed (or canceled) approximately 4 weeks prior to the course date, based on achieving minimum participation levels. You will then receive your confirmation notification via email. Please do not make any non-refundable airline ticket purchases until you receive your confirmation notification. The confirmation notification will also contain any pre-work information that you will need to complete prior to attending the course. Your hotel or cost center will be invoiced for the course fee, but you are expected to pay the food and beverage package and accommodations at check out from the

hotel when your course is completed. Your room reservation is automatically taken care of by The Business School once we have received your registration and the course has been confirmed. Cancelations without a suitable replacement made up to 7 business days prior to the start of the course will incur a cancelation fee of 50% of the course fee. Cancelations without a suitable replacement made within 7 business days prior to the start of the course will incur a cancelation fee of 100% of the course fee. The course fees in this catalog may be subject to change. Up-to-date information can always be found in CLN. For questions or help registering for a Business School, please contact your Hotel Specialist at the Hospitality Support Services Center (HSSC) at +1(402) 501-9999 or hssc@carlson.com.

Trainers The purpose of the LOTS Business Planning Workshop is to educate participants on the LOTS process, philosophy, reflection and decisionmaking tools and templates. All participants will work on a business planning case study in addition to learning about LOTS. Their completed business plans will be presented to the LOTS Board for feedback and suggestions on the final day. This will allow each participant to create their own business plans when they return to their workplace. LOTS creates a common language and philosophy in the organization that is both developmental and holistic.

Jodie Grannes Jodie is the Assistant General Manager at the Country Inn & Suites Bloomington at the Mall of America. Her passion for training has led her to become a certified LOTS coach for Carlson Hotels.

Brian Conyers Brian is the General Manager at the Radisson Plaza Lord Baltimore and has been in the hospitality industry for the past 27 years. His passion for people development has led him to become a certified LOTS coach.

Jim Riker A hospitality veteran, Jim is currently the General Manager of the Radisson Plaza Warwick Hotel. He absolutely loves being a LOTS coach as he brings a strong hotel operations side to the class.

Steve Outwater Steve has been with Carlson for 23 years and is the Vice President of People Development and Dean of The Business School @ Carlson. He is a certified LOTS coach. Together with Jodie, Brian and Jim, he trained nearly 160 Carlsonians in LOTS during 2010.

LOTS BUSINESS PLANNING WORKSHOP

Goals • What will we therefore achieve?

Target Audience Hotel General Managers, Hotel Department Heads, Owners, Management Company Leaders, Carlson Leaders

Competence • What competence do we need and how do we secure it?

Defining the Issue • What will we reflect and decide upon? Vision and Values • How do we want things to be in our world? • How will we relate to each other? Present Situation • Within the frame of our issue, where are we today and why? • What insights have we gained? • What do we believe about the future? Purpose • For whom and why will we do what in order to contribute to our Vision? Success Factors • Within our Purpose, what will we focus on in order to be appreciated and successful?

Relationships • With whom will we cooperate and how? Organization • Who will be responsible for what and how will we cooperate? Financial Consequences • What income, costs and investments does this lead to? • What funds do we need and how do we secure them? Follow-up • What will we monitor, how and when? • How and when will we update this plan? Course Length • 4 ½ days Course Fee • USD 825 per participant includes all course material Pre-requisites • None

Carlson Learning Network (CLN) Keyword Search: Business Planning

Topics Include • The LOTS philosophy and process

Activities • What will we do, how and when in order to reach our Goals?

Trainers Ian Froggatt Sales Success

Ian specializes in sales, negotiation and account development training, and is skilled at delivering high impact performance development programs to a variety of roles. His passion is helping students accelerate their performance improvement in sales.

Liz Moyles Sales Success

Liz is a highly skilled trainer, coach and facilitator who is at ease and effective in developing rapport and good working relationships at all levels of the organization from front-line employees up to and including individuals operating at the executive levels.

Negotiation Skills for Effective Sales People As a Business Development Consultant for Huthwaite International, Claire is passionate about bringing about measurable improvements in the performance of individuals, teams and organizations.

Carlson Learning Network (CLN) Keyword Search: Sales Success

Negotiation Skills for Effective Sales People

Claire Cologne

participants can make real improvements to their performance.

Target Audience Sales Professionals, General Managers, Catering Sales Managers, Coordinators, Global and National Sales Team

Topics Include • Identifying what makes a good salesperson • Using appropriate questions to identify customer needs • Understanding customer’s decision making cycle and accurately identify where a customer is on this cycle • Recognizing the key differentiators for your property against the competition • Accurately prioritizing your accounts • Effectively opening inbound interactions • Using sector analysis to plan effective and persuasive ‘cold’ outbound calls • Structuring your interactions effectively • Presenting solutions persuasively • Gaining customer commitment and handling objections effectively

Course Description With a focus on interactive discussions and activities, including role plays, the Sales Success course is designed to train effective selling, which is all about the right skills and behaviors. These skills and behaviors have the most positive impact on conversion rates, average rates and total revenues, and customer satisfaction.

Scott Pierce

A Performance Consultant with Huthwaite International since 1993, Scott has worked across all industry sectors designing and delivering performance improvement to clients.

SALES SUCCESS

Sales professionals today need to understand their target markets, set appropriate call objectives and create persuasive openings to effectively engage contacts and create interest. They also need to sell to the strengths of their properties, against the competition, by using effective questioning behaviors to develop their contacts’ needs and encourage commitment. Sales Success combines skills, strategies, and processes. It includes the development of behaviors proven to have a positive outcome on key sales metrics, ensuring that

Course Length • 2 ½ days Course Fee • USD 850 per participant Pre-requisites • Attendees must complete the ‘Sales Foundations’ online program and complete ‘Sales Success’ pre-work prior to attending the class.

Negotiation Skills for Effective Sales People

Carlson Learning Network (CLN) Keyword Search: Negotiation

Target Audience Sales Professionals, Sales Executives, Directors of Sales, General Managers, Catering Managers, Global and National Sales Team Course Description The course continues to build on the skills and concepts presented in ‘Sales Success’. You will learn how to be a successful negotiator who uses the right techniques and wins profitable deals! A successful negotiator has the right skills to prevent giving away concessions and discounts through planning and preparing successful negotiations. They use skills and techniques to trade effectively so as to achieve winwin deals that maximize profits and create good partnerships. With an overall goal of improving revenue and profit margin, this program is appropriate for anyone involved in negotiating new business and/or re-negotiating existing accounts.

Topics Include • Understanding negotiation and how it fits with other aspects of the sales cycle and the property/brand strategy • Effective planning of negotiations, including objectives and ranges • Power in negotiations – sources and how to maximize • How to persuade the other party to accept your terms • Preparing and using skillful tactics to maximize profits in negotiations • Limiting and handling ‘dirty tricks’ used by other parties Course Length • 2 ½ days Course Fee • USD 850 per participant Pre-requisites • Participants must have attended ‘Sales Success’ (or similar training) in the past two years. A minimum of 2 ½ months must be allowed between attending ‘Sales Success’ and ‘Negotiation Skills for Effective Sales People’ to first apply the skills learned in ‘Sales Success’.

Target Audience Anyone currently responsible for managing people who generate revenue through sales (or will be managing sales people within the next 2 months). For example: General Managers, Revenue Managers, Directors of Sales, Global and National Sales Leaders. Course Description This four day course is based on a case study, and will enable participants to practice interviewing and selection for a sales team, launching and managing sales campaigns, measuring sales team members’ performance, carrying out performance reviews and appraisals, giving feedback and coaching sessions for sales people, motivating sales teams and identifying sales people to promote. The course is highly interactive and applicable and is ideal for directors and managers who are committed to driving real performance improvements within their sales teams. Topics Include • Planning effective interviews and practice interview questions and techniques to select and recruit

• Improving knowledge and skills in creating and managing a sales campaign including: market analysis, sales team briefings, portfolio management, self-management, project management, etc. • Developing skills to assess current performance of sales people, through analyzing performance data and observing sales calls • Improving skills and behaviors to conduct effective performance reviews of sales people and to set collaborative goals for further development of their people • Developing feedback and coaching skills to enable participants to coach sales people to improve effective sales behaviors and therefore improve performance • Exploring how to motivate a sales team through the use of formal and informal rewards and recognition Course Length • 4 days Course Fee • USD 995 per participant Pre-requisites • Good understanding of sales skills and behaviors, ideally through “Sales Success” attendance within the last 6 months, or from other training/sales experience. All potential attendees must complete a pre-course questionnaire prior to being selected to participate in the course.

Carlson Learning Network (CLN) Keyword Search: Revenue Generation

revenue generation management success

Revenue Generation Management Success Revenue Generation Management Success includes a comprehensive range of content areas, all designed to help directors and managers generate more revenue from their people.

Trainer

Peter Watts

Revenue Generation Management Success Peter has been working with Huthwaite since 2000, delivering training with a range of clients, including The Rezidor Hotel Group. Before embarking on a career in sales training, Peter worked within the IT industry, initially for Microsoft before moving to Dell where he worked as an Account Manager within their multinational corporate division. During this time he managed major Dell media accounts such as the BBC, News International, and Time Warner CNN. Travel has been a consistent feature in Peterâ&#x20AC;&#x2122;s life since he was a child, living around the Far East and the Caribbean. This gave him an early fascination with all things travel-industry and for cultural diversity.

Target Audience Assistant General Managers, Department Heads, Corporate Managers Course Description Proactive Leadership is an interactive, thought-provoking workshop that examines your ability to lead yourself, manage the business activities, support people you work with, and make a difference in your organization. The 3 day event is designed to light the ‘fire within’ you as a leader, and an opportunity to spend valuable time with colleagues to share ideas, opinions and experiences, and some ‘time out’ to reflect on your own leadership and management style. Topics Include Leading Yourself • Really understand the difference between leadership and management and know when to lead and when to manage • Recognize what motivates and drives you to be your best • Make choices that make the most of your time and reduce stress at work

• Recognize your own skills and talents to make a significant contribution to growing the business Working Together • Being flexible in your communication to gain maximum understanding and save time • The power of feedback to improve your working relationships • How to achieve “more” by doing “less” – Delegate and develop others effectively to improve their performance at work and give you more time to do your job Making A Difference • Challenge your own assumptions about what is possible • Develop collaborative leadership when making decisions • Be inspired and inspire others to unlock potential and be your best • Recognize and reward success to create sustainable change Course Length • 3 days Course Fee • USD 495 Pre-requisites • None

Carlson Learning Network (CLN) Keyword search: Proactive

Proactive Leadership

Trainer

Target Audience General Managers, Regional Vice Presidents and Corporate Executives Course Description Proactive Executive Leadership is an interactive, thought-provoking workshop that examines your ability to lead yourself, collaborate with others, get the best results, and maximize the potential of your organization. It is designed to help you to make ‘the difference that makes the difference’ and to light the ‘fire within’ as a leader. The 3 day event is an opportunity to spend valuable time with colleagues to share ideas, opinions and experiences, and some ‘time out’ to reflect on your own leadership effectiveness. Topics Include Leading Yourself • Really understand the differences between leadership and management and the impact of leadership on business and people performance • Recognize what motivates and drives you to be your best

• Make choices that make the most of your time and reduce stress at work • Recognize your own skills and talents to make a significant contribution to develop the business Working Together • Be flexible in your communication to gain maximum understanding and save time • The power of feedback to improve your working relationships • Develop your ability to influence others you do business with to achieve a ‘win/win’ Making A Difference • Challenge your own assumptions about what is possible • Develop collaborative leadership when making decisions • Be inspired and Inspire others to unlock potential and be your best • Recognize and reward success to create sustainable change Course Length • 3 days Course Fee • USD 495 Pre-requisites • Attendees must be in a qualified position outlined in the target audience

Ray Taylor

Proactive Leadership & Executive Proactive Leadership Ray is a freelance consultant who has worked with The Rezidor Hotel Group for the past 19 years, teaching a variety of leadership and supervisory skills programs. He is now assisting Carlson Hotels with the new program: Proactive Leadership.

Carlson Learning Network (CLN) Keyword search: Proactive

Executive Proactive Leadership

Target Audience The Radisson Hotel’s designated Yes I Can! Trainer Course Description The Yes I Can! service philosophy is Radisson’s global foundation on which to deliver 100% Guest Satisfaction.

It is required that each Radisson Hotel have a certified Yes I Can! Hotel Trainer at all times. Topics Include • Yes I Can! Trainer Skills • Yes I Can! The Heart of Radisson • Coaching for Yes I Can! Success • Creating a Yes I Can! Community • The Tools of the Coach • Practice Facilitation for Yes I Can! The Heart of Radisson and Coaching for Yes I Can! Success • Feedback from Master Trainers • Implementation of Yes I Can! at your hotel

By effectively implementing and maintaining this powerful philosophy, your hotel can expect to see measurable improvements in the customer and employee experience. Successfully completing this session will certify you as a Yes I Can! Hotel Trainer.

Course Length • 3 days

You will learn training techniques and how to train Yes I Can! The Heart of Radisson for all employees and Coaching for Yes I Can! Success for all managers and supervisors. You will learn how to build and sustain a fanatical culture and community that has a commitment to Yes I Can!

Pre-requisites • Training experience recommended

Course Fee • USD 550 per participant which includes all initial training materials for your hotel

Carlson Learning Network (CLN) Keyword Search: Trainer Certification

Yes I Can! Hotel Trainer Certification

Country Brand Orientation provides newly appointed General Managers with an understanding of their responsibilities and accountabilities to represent the Country Inns & Suites By Carlson brand.

Country Brand Orientation

and Friday. It is required that all Country Inns & Suites General Managers have attended Country Brand Orientation within 30 days of employment.

Target Audience Country Inns & Suites General Managers

Topics Include • Country Inns & Suites Brand Direction and Strategy • Be Our Guest service culture • Sales support and tools • Revenue Optimization • Operations support and Hospitality Support Services • Distribution: Sales Floor, Curtis-C reservations system, 3rd party distribution • Brand program development and standards • Strategic Sourcing • Responsible Business • Guest Service feedback from Medallia • Marketing, Club Carlson, interactive marketing, and social media • Technology and Opera Property Management System • People Development

Carlson Learning Network (CLN) Keyword Search: Country Brand

Course Description Country Brand Orientation provides newly appointed General Managers with an understanding of their responsibilities and accountabilities to represent the Country Inns & Suites By Carlson brand. Key areas covered are the Brand’s operating philosophies, the Be Our Guest service culture, standard operating procedures, and revenue building (generating) tools. This understanding will enable the General Manager to execute sound operations and to increase revenue efforts for their individual hotel. In addition, the General Manager will have the opportunity to build relationships with members of the Country Inns & Suites team, learn about the strategic direction of the Brand, and the expectations that Country Inns & Suites has of the hotel as it relates to guest service and employee engagement. Country Brand Orientation begins at the Worldwide Reservation Center in Omaha, Nebraska on Monday and Tuesday, and then travels to the Carlson corporate headquarters in Minneapolis, Minnesota for additional training on Wednesday, Thursday

Course Length • 4 ½ days Course Fee • USD 900 per participant which includes all course materials, lunches, two group dinners, and lodging Pre-requisites • Country Brand Orientation online pre-work

Carlson Learning Network (CLN) Keyword Search: Radisson Brand

Radisson Brand Certification

It is required that Radisson General Managers and Directors of Sales have attended Radisson Brand Certification within 90 days of employment.

Target Audience Radisson General Managers, Directors of Sales, Management Company Representatives

Topics Include • Radisson Brand Direction and Strategy • Product and Design Support • Radisson Operating Standards and Service Concepts • Yes I Can! Program • Guest Service feedback from Medallia • Working with Customer Service • People Development • Responsible Business • Sales Support and Resources • Marketing, Club Carlson, radisson.com • Revenue Optimization • Distribution: Sales Floor, Curtis-C reservations system, 3rd party distribution • Carlson Technology Applications and Systems

Course Description Radisson Brand Certification is designed to provide new General Managers and Directors of Sales with an understanding of their responsibilities and accountabilities to represent the Radisson brand. You will learn about the programs, tools and resources that are available to assist you in many areas including operations, sales, marketing, human resources, reservation services and technology. In addition, you will have the opportunity to build relationships with members of the Radisson team, learn about the strategic direction of the brand, and understand the expectations that Radisson has of your hotel as it relates to guest service and employee engagement. Radisson Brand Certification begins at the Carlson corporate headquarters on Monday and Tuesday, and then travels to the Worldwide Reservation Center in Omaha, Nebraska for additional training on Wednesday and Thursday.

Course Length • 4 days Course Fee • USD 975 per participant includes 4 nights of lodging, course materials, lunches, and two group dinners Pre-requisites • Radisson Brand Certification online pre-work

Radisson Brand Certification is designed to provide new General Managers and Directors of Sales with an understanding of their responsibilities and accountabilities to represent the Radisson brand.

Target Audience The Park Inn hotel’s designated Adding Color to Life Hotel Trainer Course Description Adding Color to Life is Park Inn’s service training philosophy and credo. It enables Park Inn employees to deliver memorable guest experiences that will keep our guests coming back again and again. Adding Color to Life is based on our four service values of: riendly F Showing Park Inn hospitality to every guest

The Adding Color to Life Hotel Trainer Certification is designed to provide the hotel trainer with the skills and knowledge to successfully train all hotel staff members and implement the Adding Color to Life service culture at the hotel. The Hotel Trainer will be able to demonstrate his/her ability to deliver the Adding Color to Life Service Training and the Adding Color to Life Service Coaching programs effectively, as well as learning new training skills. It is required that each Park Inn hotel have a certified Adding Color to Life Hotel Trainer at all times. Topics Include • Adding Color to Life Hotel Trainer responsibilities • Adding Color to Life Service Training • Adding Color to Life Service Coaching • Trainer skills to deliver the programs effectively • Feedback from Master Trainers • Implementation ideas and action planning

un F Creating fun experiences for our guests and coworkers

Course Length • 2 days

ibrant V Reinforcing our brand by creating a colorful atmosphere

Course Fee • USD 425 per participant which includes all initial training materials for your hotel

ncomplicated U Exceeding our guest’s expectations

Pre-requisites • Training experience recommended

Carlson Learning Network (CLN) Keyword Search: Trainer Certification

Adding Color to Life Hotel Trainer Certification

Adding Color to Life is Park Inn’s service training philosophy and credo. It enables Park Inn employees to deliver memorable guest experiences that will keep our guests coming back again and again.

Carlson Learning Network (CLN) Keyword Search: Responsible Business

Responsible Business Hotel Trainer Certification

of the program to present in front of the group. The Responsible Business Master Trainer will evaluate your presentation and provide you with individual feedback.

Target Audience The designated Responsible Business Hotel Trainer

Topics Include • Role of the Responsible Business Hotel Trainer • Living Responsible Business program • Leading Responsible Business program • Trainer Skills to deliver the programs effectively • Practice Facilitation for “Living and Leading Responsible Business” Feedback from Master Trainers • Implementation of Responsible Business at your hotel

Course Description As a certified Responsible Business Hotel Trainer, you play a critical role in your hotel’s success. Proper employee training will raise awareness around the social, ethical and environmental issues we face in our world today. Understanding these issues will help you and your leadership team build a strong Responsible Business Program at your hotel. During this session, you will experience our two programs: Living Responsible Business and Leading Responsible Business. These will be facilitated by a Responsible Business Master Trainer and will allow you to “see it done”. You will also learn about trainer skills and course logistics and prepare a section

It is required that each hotel have a certified Responsible Business Hotel Trainer at all times.

Course Length • 2 days Course Fee • USD 425 per participant which includes all initial training materials for your hotel Pre-requisites • Training experience recommended

New course coming in 2011 Be Our Guest Hotel Trainer Certification

Carlson Learning Network (CLN) Keyword search: Be Our Guest

Target Audience The designated “Be Our Guest” Hotel Trainer Course Description The Be Our Guest program is foundational to building a service culture within Country Inns & Suites that creates a competitive advantage for our hotels and our brand. The essence of our brand is built on comfortable, caring and consistent service. The Be Our Guest Hotel Trainer Certification will teach the hotel trainer how to implement and lead the Be Our Guest culture. All materials needed for training the Be Our Guest program will be part of the Hotel Trainer Certification.

Topics Include Overview of the Be Our Guest program • Be Our Guest introduction, our service culture, and our commitment to our guests • Creating clarity about the Be Our Guest process and monthly service activities • Monthly service activities Tools to support Be Our Guest • Be Our Guest E-Book • Trainer Flipbook • Kick-Off Meeting • Monthly Service Activities • Performance Support Tools – Booster Kit Leading a Service Culture Coaching Be Our Guest Performance Course Length • 2 days Course Fee • USD 425 which includes all training material for your hotel Pre-requisites • None

New course coming in 2011 Effective Group Training Techniques

Carlson Learning Network (CLN) Keyword Search: Group Training

Target Audience Hotel Trainers, Human Resource Professionals Course Description Effective Group Training Techniques prepares hotel trainers and human resource professionals to deliver effective and professional group training programs. Participants will learn the four phase learning cycle: preparation, presentation, practice and performance. Trainers will have an opportunity to practice new skills, and be videotaped for additional coaching. The course also covers essential group trainer functions such as AV, flipcharts,

managing role plays, and “Stand up” presentation skills. Topics Include • The four phase learning cycle and how adults learn • Practical group training techniques • Room set up, creating a positive learning environment, working with technology • How to create eye-catching flipcharts • Managing role plays and using questioning techniques to deliver training • “Stand up” presentation skills • Practice, videotaping and coaching Course Length • 2 days Course Fee • USD 425 Pre-requisites • None

New course coming in 2011 SELECT FOR TALENT

Carlson Learning Network (CLN) Keyword Search: Select, Talent

Target Audience All Managers Course Description Hiring the best people for the right jobs is critical to your success as a manager and your ability to create a productive working environment for your employees. The Select For Talent course will positively impact bottom-line business results by making sure you have selected the most qualified candidates. You will be provided with the tools, information and practical applications that will enable you to effectively interview and select high-performing employees. Topics Include • Conducting effective selection interviews with confidence

• Understanding the behavioral interviewing process, its content, and purpose • How to determine whether a candidate will be successful • Preparing for an effective interviewing experience and outcome • Utilizing Select For Talent tools to guide each selection experience • Demonstrating skill in asking questions that draw out the best information from a candidate • Evaluating candidates based on reliable data Course Length • 1 day Course Fee • USD 295 which includes all selection tools and materials Pre-requisites • None

BUSINESS SCHOOL FACULTY From top left to right: Peter Watts Jason Cariveau Cindy Miller Claire Cologne Jodie Grannes From middle left to right: Ray Taylor Lisa McDonald Scott Pierce Steve Outwater From bottom left to right: Beathe-Jeanette Lunde Dr. Janet Curran Julie Wiersma Mary Courneya

Carlson Hotels Learning Matrix Front Line Employees

Supervisors

Department Heads

General Managers

Corporate Leaders

All Employee Training

• Orientation • Service Training • Responsible Business

Carlson Learning Network (CLN)

• System Skills Training • Compliance Training • Educational Institute Resources • Sales Training

• Compliance Training • Educational Institute Resources

• Hotel Trainer Certifications • Sales Training • Select for Talent

• Hotel Trainer Certifications • LOTS Business Planning • Sales Training • Select for Talent • Proactive Leadership

•B rand Orientation & Certification •H otel Trainer Certifications • LOTS Business Planning • Sales Training • Select for Talent • Proactive Leadership

• Proactive Leadership • LOTS Business Planning • Sales Training

•E ducational Institute Resources • Centers of Excellence

• Educational Institute Resources

Business School @ Carlson

Other Development Opportunities

• Educational Institute Resources

2011 Locations and Dates

March 13 – 18, 2011 Radisson Hotel Los Angeles Westside, Culver City, CA

July 17 – 22, 2011 Radisson Plaza – Warwick Hotel Philadelphia, PA

May 1 – 6, 2011 Radisson Hotel Winnipeg Downtown, Manitoba, Canada

September 18 – 23, 2011 Radisson Resort at the Port, Cape Canaveral, FL

November 6 – 11, 2011 Radisson Hotel at Star Plaza, Merrillville, IN Brand Orientation Country Brand Orientation and Radisson Brand Certification programs are conducted on an ongoing basis at the Carlson campuses in Minneapolis and Omaha.

A word from ... Hubert Joly

President and Chief Executive Officer “With Ambition 2015, we want each of our brands to be leading brands in their segment and we want to be the most attractive hospitality and travel company to work for and invest with. Much of our present and future success lies in the talent, capabilities and leadership of our General Managers, their key executives, and their team across the various functions. The Business School @ Carlson is there to help you build the skills necessary to grow as a great professional, win in the market place, and advance your career. I strongly encourage you make the best possible use of it.”

Thorsten Kirschke

Chief Operating Officer, Carlson Hotels & President, Carlson Hotels, Americas “The hospitality business is non-stop, fast-moving, exciting and demanding. Our everyday work lives are filled with learning experiences and we need to be confident about our job performance and give our customers the very best in hospitality. Attending The Business School @ Carlson is a unique opportunity to develop how to lead yourself, your people and your business.”

Fredrik Korallus

Executive Vice President of Global Revenue Generation, Carlson Hotels “The Business School @ Carlson provides for the optimal learning experience with best in class global programs, content and instructors mixed with the opportunity to network with colleagues from across Carlson, our brands and a broad spectrum of disciplines.”

Steve Mogck

Executive Vice President and Chief Operating Officer, Country Inns and Suites By Carlson, Carlson Hotels, Americas “To consistently perform at the highest level over time, professionals must be life-long learners. The Business School provides a tremendous opportunity for leaders to invest in their on-going professional education in a focused way that fits into their busy schedules. Leaders owe it to themselves and their organizations to make that investment.”

Contact information: Steve Outwater Dean of The Business School @ Carlson e-mail soutwater@carlson.com phone 1-763-212-3377 Mary Courneya Coordinator of The Business School @ Carlson e-mail mcourneya@carlson.com phone 1-763-212-3312 The Business School @ Carlson 701 Carlson Parkway Mail Stop 8204 Minnetonka, MN 55305

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