The future of hospitality is within

reach

2010

Programme
1.
2.
3.
4.
5.

Introduction & Tools

Case Studies
Assessment
Solutions & Implementation
AHLEI Family of Products and
Services
6. Exam, Q & A , Roundtable Invite,
Demo

For The End of Session

Exam
Room revenue
Occupancy %

=
Room nights sold X Room rate charged
=
Room nights sold in a period
Room nights available in that same period
X 100
ADR
=
Room revenue
Number of room nights sold
RevPAR
=
Room revenue for a period
Total rooms available for that period
RevPAR
=
ADR X Occupancy percentage
GOPPAR
=
Gross operating profit for a period
Available rooms during that period
Contribution margin
=
Room rate Variable cost
Required new occupancy =
(Current contribution margin
New Contribution Margin)
XCurrent Occupancy %
X 100
Market average ADR
=
Total room revenue
(Total room nights sold)
Market average RevPAR =
Average market ADR x Average market occupancy percentage
Market average occupancy percentage=
Total room nights sold
Total available room nights X 100

Case 1: Check-in

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 Staf
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

Assessment
Value for Money
Service, not Servitude
Penny-wise and dollar-dumb
800USD/night for high-school, on-the-job
trained managers?
5. Do local or regional training and compliance
solutions best prepare staf 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?
1.
2.
3.
4.

Solutions &
Implementation
1.
2.
3.
4.
5.
6.

Continuous Improvement & Compliance Programme

Mass Certification of Hotels as Mark of Excellence
Rewrite Small Hotels Manual 1 Year Timeline
Rewrite Hurricane Manual
Upgrade, Enhance, Merge CaribCert to Standards
Heavy promotion of graduates, certified
professionals, and hotels that make commitment to
continuous improvement and consistent training to
an international standard
7. We provide the carrot, the market provides the stick!

Disney Sept 28 Oct 1 2011

American Hotel &

Lodging
Educational
Institute
Our mission statement:
(AHLEI)
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
Founded in 1953 Institute
(AHLEI)
Non-profit organization
Worlds largest developer of training
and development solutions for the
hospitality industry
45 member board of trustees
+350 products in a variety of training
media (online, video, print, distance
learning)

iPhone Application
Hospitality
iCoach

Market Segments
LODGING INDUSTRY
Training Media

Independent Study

Professional Certification

Corporate Hotels
Management Companies
Individual Properties

Self-paced
Hospitality
Courses

Qualified
Hospitality
Employees

Videos
Textbooks
Seminars
Program Development

Textbooks
Print Materials
Online Courses
Proctored Exams

General Managers
Department Managers
Department Supervisors
Line-Level Employees

Academic

Specialized Markets

University / Schools

Hospitality Related
Businesses

Textbooks
Distance Learning
Online Courses
Customized Textbooks

Military
Gaming
Cruise Lines
Clubs & Restaurants
Spas

Training
Customized
Program
Development

Online Learning
Training Videos

Text / Skill Guides

Training Seminars

Departmental Training
Food & Beverage
Maintenance
& Engineering
Human Resources
Housekeeping

General
Management
Safety & Security
Guest Service
Front Office

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 Efective (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

Whos Who
Those who highly support Professional
Certification
Choice Hotels
Best Western International
Hyatt
InterContinental Hotels Group
Marriott
Wyndham Worldwide
Ritz Carlton

Levels of Professional
Certification
CHA
Certified Hotel Administrator

CLM
Certified Lodging Manager

CRDE
Certified Rooms
Division Executive

CFBE
Certified Food &
Beverage Executive

CHRE
Certified Human
Resources Executive

CHHE
Certified Hospitality
Housekeeping Executive

CEOE
Certified Engineering
Operations Executive

CLSD
Certified Lodging
Security Director

CHS
Certified Hospitality
Supervisor

CLSS
Certified Lodging
Security Supervisor

CGS
Certified Gaming
Supervisor

CHSP
Certified Hospitality Sales Professional
Certified Lodging
Security Officer

CMHS
Certified Master Hotel Supplier
Line-Level
Certifications

Executive Level
General Manager,
Owner/ Operator and
Corporate Executives
Qualified experience
Comprehensive study
materials and exam

Certified Hotel
Administrator
New study materials for
the CHA program:
CHA Exam Preparation
Booklet
Three volume resource
materials (CD)
Additional Resource
CHA Online Assessment
Tool

Department Head Level

Departmental
Executives for Rooms,
Food & Beverage,
Engineering,
Housekeeping, Human
Resources
Qualified Experience
Comprehensive study
materials and exam

Managers
Departmental
Executives for Rooms,
Food & Beverage,
Engineering,
Housekeeping, Human
Resources
Qualified Experience
Comprehensive study
material and exam

Supervisory Level
Supervisors for all
hotel departments
Qualified Experience
Supervisory Skill
Builders training

Line Level Certification

Recognizes Guest
Services,
Housekeeping and
Food & Beverage staf
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 trainers
role
Provides an opportunity
for employees to validate
their skills

Personal Career Planner

CHA
CRDE

General
Manager

Rooms Director

CFDM
CHS
Front Desk
Representative

Front Desk Manager

Front Desk Supervisor

Aids to Certification
Custom Study Guides
Supervisory Skill
Builders (also for
Restaurants, Clubs &
Gaming)
Hospitality Skills
Training Guides

Certification Process
Application

Qualification

Proctored Examination
(paper-based or online)
Certificate & Pin

Benefits of ongoing
Training and Certification
Increased
Occupancy
Average Daily
Rate/Rev Par

Increased
Employee
Productivity
& Morale

Training System
Providing Continuous
Ongoing Training
Increased
Retention
Reduced Cost
of Turnover

Improves
Quality
Control
Increased
Guest
Satisfaction