EAHM PROFESSIONAL TRAINING & DEVELOPMENT
The Emirates Academy of Hospitality Management
A NOTE FROM THE MANAGING DIRECTOR Speed, change and innovation are hallmarks of society today, exemplified by the rapid economic developments within the UAE. Hospitality & Tourism continues to be one of the fastest growing industries, fostering globalisation, supporting economic growth and providing employment and careers. The Emirates Academy of Hospitality Management (EAHM) is a reflection of these circumstances and contributor to these developments in the region. As we continue another successful year of operation and student numbers continue to rise, it is a pleasure to share another milestone in our development with the expansion of our Professional Training and Development Department. The Professional Training & Development arm complements our strong hospitality education faculty and Emiratisation team and by working with EAHM, employers are able to draw on an experienced interdisciplinary team with strong regional knowledge. This brochure introduces you to the department’s leadership team and presents an overview of our capabilities in this area. Whether you read this as an individual interested in personal learning and growth, or as a business leader seeking to enhance the effectiveness of your people or address specific challenges and opportunities, we are likely to have the resources to assist you. Ron Hilvert Managing Director
PROFESSIONAL TRAINING & DEVELOPMENT The Professional Training and Development of The Emirates Academy of Hospitality Management (EAHM) offers you the opportunity of professional development through our collection of short courses. The Professional Training and Development department provides an impressive range of training, consulting, and research services. Our experienced facilitators deliver programmes for a large number of organisations, private and public, and across all industries. Our hospitality and service-focused training programmes are designed to enhance your ability to effectively communicate with guests/clients, on the phone and faceto-face on a daily basis; deliver excellent service consistently; stay highly motivated in a challenging and ever demanding environment. EAHM can take your service to another level by encouraging your team to think outside the box and create their own WOW effects. In our training programmes, we often include visits to our five-star family properties in Dubai, including the iconic Burj Al Arab and the Madinat Jumeirah; so that programme participants can experience their high level of service, first hand. Whether you read this as an individual interested in personal learning and growth, or as a business leader seeking to enhance the effectiveness of your people or address specific challenges and opportunities, we are likely to have the resources to assist you. For a fuller description of our services, please visit our website or contact us directly at +971 4 315 5101. We look forward to broadening and strengthening our partnerships in the industry, and to working with you for your continued growth and future success in these dynamic and exciting times.
OUR VISION & MISSION Our Vision
We succeed by helping organisations bring the best out of their talent to achieve win-win outcomes for the organisation and the individuals; and by supporting individuals to help them realize their potential and achieve their personal goals. As well as providing effective business and human capital solutions.
Our Mission
Integrity: We act honestly, sincerely and ethically at all times. Responsibility: We take responsibility, hold ourselves accountable for our actions, and show full commitment. Passion: We are responsive, enthusiastic and energetic in everything we do. Relationships: We succeed by building mutually beneficial relationships with the people we work with. Continuous Growth: We believe in continuous improvement and in encouraging self-awareness and feedback.
Training Services
PUBLIC TRAINING PROGRAMMES The programmes of the Professional Training and Development department have been written and are constantly updated in accordance with the most current international business practices and principles. Our programmes draw from experience, research, and the individually assessed needs of our clients. Our public training programmes are available to all applicants from any business sector. The added bonus of our on-site delivery allows the participants to devote their undivided attention to their professional development away from their place of work and share experience with people from other companies as well as gain insight to common problems. The Professional Training and Development Programmes cover a number of different topics: • • • • • •
Human Resources Management Project Management Leadership and Management Rooms Division Programmes Customer Service and Guest Relations Sales and Marketing
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Financial Management Courses Information Technology Food and Beverage Management and Service Business English Communication Interpersonal Skills and Self-Development Administrative Courses
IN-COMPANY TRAINING PROGRAMMES Global awareness of the value of effective Human Resources practices including Training, in helping organisations meet their strategic objectives, is increasing. In the rapidly growing Middle East region, the battle to attract, retain and develop talent is getting tougher. Gone are the days when employers could fly in cadres of skilled and trained people; more attention has to be placed in areas such as Learning & Development, Performance Management, Talent Management and Rewards and Remuneration. Our team within the Professional Training and Development department at EAHM is equipped to help clients with a wide range of human resources areas that span the employee life cycle. Our core competence is built on our experience within the hospitality industry and many of our resources have been successfully applied in other industries. We help clients establish all aspects of HR, including pre-opening HR support, assisting with Strategic Human Resources Management and providing Organisational Development interventions. Our training solutions are also broad and varied, including Executive Development, Team Building, Leadership and Management Skills, Customer Service, and the functional areas such as Marketing, Human Resources, Finance, Corporate Social Responsibility, Revenue Management, Rooms Division, Food and Beverage operations and Career Transitions. We run public professional development workshops and tailored programmes for individual clients. All courses are delivered at EAHM, however programmes can be delivered at your location (in the UAE or aboard) if this better suits your needs. Programmes delivered on campus can also be residential as studio accommodation is available.
OUR PROMISE We believe that the success of our clients will make us successful. We Promise: • • • • • • •
Solutions based on a combination of industry expertise and innovative & creative ideas Tailor made courses to solve your individual business needs Committed collaboration between our team and you to develop effective solutions To provide inspiration to encourage the client to participate in the process We provide support throughout the assessment of needs, the development of solutions and the implementation of these To add value to your organisation by enhancing the knowledge and skills of your colleagues To help you achieve your goals
Consulting Services
An organisation that develops customised training for its associates based on a needs analysis particular to its business objectives and current operation will see its overall profitability increase as a result. We work with companies to identify their training needs and use a systematic and original approach to solve both existing and potential issues. Our level of involvement depends on the scope of the problems and the clients demands. The solution may range anywhere from simple counsel and recommendations to the design of comprehensive systems for the client. We also evaluate and re-design existing systems to best match individual client needs. After agreeing to the scope of the project, the assessment begins by identifying the clients true “need” by looking at the gap between what is currently in place and what is needed. Gaps can include discrepancies/differences between: • • •
The companies expectations and what actually happens Current and desired job performance Existing and desired competencies and skills
Our team of consultants works with staff to collect facts and data, which is analysed to identify the best/most practical solutions. And we work on creating and delivering personalised programmes and templates based on the conclusions. We go one step further by working with the organisations’ own training personnel to empower them to deliver the same programmes in-house in the future for subsequent new staff. The range of services includes: Sales and Marketing
Performance Management
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Marketing Strategies Quality Service and Sales Management Programmes Comprehensive Customer Service Programmes
Performance Systems based on Competencies Various Performance Management Systems Reward Systems based on Performance
Organisation Management
Strategic Management
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Organisational Reviews Process Mapping and Structural Development Streamlining Work Methods and Procedures
Appraisal of Key Performance Indicators Strategic Planning and Change Management Strategies A Balanced Scorecard of Performance Measurement
Training and Employee Development
Improvement Strategies
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Training Needs and Competency Gap Assessments Audit of Existing Training Efficiency and Development Functions Career Development and Succession Planning Design
Audits of Materials and Project Management Quality Management Strategies Maintenance Planning Strategies
Human Resources Management
Corporate and Financial Investment
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Job analysis and evaluations Personnel Standards and Procedures Manpower Planning and Organisation Compensation, Salary and Benefits Surveys Competency Frameworks, includes Models and Definitions
Employee Efficiency • • • • • •
Analysis of Employee Capabilities and Potential Work Standards and Productivity Levels Satisfaction Surveys Communication Strategies for Employees Competency based Appraisals Identifying Qualitative Performance Indicators based on Employee Profiles
Feasibility Studies Business and Financial Forecasting Financial Strategies and Procedures Industry Benchmarking Studies and Formulated Reports Due Diligence Financial Restructuring and Sensitivity Audits Internal Control Systems Budgeting Systems and Operational Manuals
Training Methodology & Certification
TRAINING METHODOLOGIES We rely on a variety of training methods and techniques. When applied these customised methods enhance both individual and group interaction and knowledge retention, and it includes the following: • Direct Presentations and Group Debriefing • One-to-one and Group Discussions • Individual and Team exercises • Behaviour modelling and role-play • Case studies, Stimulations, and Small Projects • Video and Verbal Recording, Taping, and Playback • Self-Analysis surveys and other learning instruments • Individual Action Plans to Follow-up and Evaluate Outcomes Most programmes run from 9:00am to 5:00pm and include coffee breaks and a buffet style lunch on-site.
CERTIFICATION The Professional Training and Development offers a number of international certified training programmes in areas such as Finance, Human Resources, and Food & Beverage. All participants will either receive a Certificate of Attendance or a Professional Achievement Certificate based on the individual programme’s successful completion.
ASSOCIATIONS
PARTIAL LIST OF KEY CLIENTS • • • • • • • • • • •
Airways Hotel, Papa New Guinea Al Faisaliah Group, Kingdom of Saudi Arabia Al Maha Desert Resort and Spa, UAE Amiri Presidential Flights, Dubai,UAE Anantara Hotels and Resorts, Abu Dhabi, UAE Copthorne Hotel, Dubai, UAE Darley Flying Start Donbass Palace and Opera Hotel, Donetsk, Ukraine Dubai Creek Hotel and Golf Course, UAE Dubai Ladies Club, UAE Grand Millennium, Abu Dhabi, UAE
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Gems Education, UAE Hotel Yalta, Crimea Hyatt Hotels and Resorts, Middle East John Keells Holdings Leisure Group, Sri Lanka & Maldives Meydan Hotels and Hospitality, Dubai, UAE Ministry of Presidential Affairs, Abu Dhabi, UAE Rotana Hotel Group, Middle East The Office of the Prime Minister, Dubai, UAE World Gold Council
Meeting the Training Team
The Professional Training and Development Team is dedicated to providing comprehensive, professional, diverse, and valuable training programmes. All our training professionals are highly qualified with a variety of professional degrees, and have had many years of valuable real-world experience in their dedicated training fields. Karyn Williams-Sykes, MBA, CHT Director, Professional Training & Development A native of The Republic of Trinidad & Tobago, Karyn joined EAHM after 5 years as Head of the Hospitality Department at the Community College of the Turks and Caicos Islands. She had worked throughout the Caribbean in the Hospitality Industry, including The Bahamas, Jamaica and Tobago. In 2013, Karyn was featured as one of the leading women in the hospitality industry in the UAE by Hospitality Business Middle East magazine and in 2014 she was appointed to their Editorial Board. A graduate of the University of the West Indies with a BSc. (Hons.) in Hotel Management, Karyn also has her MBA from the University of Leicester, UK and is an American Hotel & Lodging Educational Institute (AH&LEI) Certified Hospitality Trainer. Additionally, Karyn is also a WSET Certified Educator. In the past six years in Professional Training & Development, Karyn has designed, developed and delivered a wide range of soft skills training to many organisations, both within and outside of the hospitality industry. These include: The Executive Office of the Prime Minister (Dubai, UAE), Healthcare City, Dubai UAE; The John Keells Hotel Group in Sri Lanka and The Maldives; Abu Dhabi Commercial Bank Head Office; Emirates NBD Private Banking, Opera Hotel Kiev, Ukraine; and many more. Marina Duerrmeier-Rizzi, MSc Training Manager Marina is a graduate of the world renowned Ecole h么teli猫re de Lausanne, the oldest and most prestigious hotel management university in the world. Beginning her exposure to a variety of international environments at an early age, Marina has had the opportunity to live in 4 different continents. Her upbringing includes a mix of American, European and South American cultures. She also speaks French, German, Spanish and Italian fluently. Marina joined EAHM after more than a decade of operational management experience in international luxury hospitality. Some of her former assignments include; Rooms Division Manager-Chateau de Farcheville (Yellowstone Club World), Housekeeping Manager-Yellowstone Club, Resident Manager-The private palace of Her Highness Sheikha Aliaze Bint Zayed al Nayhan (Sea Palace, Abu Dhabi). Executive Housekeeper-The private residence of His Highness Sheikh Zayed Bint Zayed al Nayhan. After having the opportunity to teach English as a Foreign Language for various organisations in Dubai, Marina realised that her true passion was being able to share her love of hospitality through furthering the learning and development of both industry professionals and university students just discovering the hospitality trade. Celeste Pagunsan Training Coordinator Celeste studied International Relations, while additionally majoring in Diplomacy, in the Lyceum University in Manila, Philippines. Prior to working in the hospitality industry, Celeste has had multiple years of experience working in customer service, sales and business process outsourcing centers. She discovered her passion for the hospitality industry when she joined Jumeirah Emirates Towers as Food & Beverage attendant, later moving up through the career ladder within the department. After years of undertaking many different roles within the Food & Beverage Department, Celeste then joined Rooms Reservation Department handling over 18 Jumeirah hotel properties worldwide prior to joining EAHM as Professional Training and Development Coordinator.
The Emirates Academy of Hospitality Management PO Box 29662 Umm Suqeim 3, Al Saqool Street, Building 69 Opposite Burj Al Arab Dubai, United Arab Emirates Tel: +971 4 315 5555, Fax: +971 4 315 5556 E-mail: training@emiratesacademy.edu www.emiratesacademy.edu professional.training.development
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The Emirates Academy Professional Training and Development