American Hotel & Lodging Association. Educational Institute

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2 American Hotel & Lodging Association Serving the hospitality industry for more than a century, AH&LA is the sole national association representing all sectors and stakeholders in the lodging industry, including individual hotel property members, hotel companies, student and faculty members, and industry suppliers. Headquartered in Washington, D.C., AH&LA provides members with national advocacy on Capitol Hill, public relations and image management, education, research and information, and other value-added services to provide bottom line savings and ensure a positive business climate for the lodging industry. Sirviendo a la industria de la hospitalidad por más de un siglo, el American Hotel & Lodging Association (AH&LA) es la única asociación en los Estados Unidos a nivel nacional que representa a todos los sectores y partes interesadas en la industria hotelera, incluyendo los miembros individuales de la propiedad del hotel, las empresas hoteleras, estudiantes, profesores, y proveedores de la industria. Con sede en Washington, DC, AH&LA ofrece a sus miembros con la defensa nacional en el Capitolio, relaciones públicas y gestión de imágenes, la educación, investigación e información, y otros servicios de valor añadido para proporcionar obtención de ganancias y garantizar un clima de negocios positivo para la industria hotelera. Educational Institute Established in 1953, as a nonprofit educational foundation of the American Hotel & Lodging Association, the American Hotel & Lodging Educational Institute (EI) is one of the finest nonprofit organizations committed to hospitality training and education, supported by quality standards of practice through leadership, professional certification, education, and advocacy. 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 and thousands of properties around the world use our products and courses for their corporate training. More than 1,500 universities, colleges, vocational technical schools, and governmental agencies worldwide use the Educational Institute courses and textbooks in their classrooms. The Educational Institute offices are located in Florida, Michigan, and India. Establecida en 1953, como una fundación sin fines de lucro de educación de la American Hotel & Lodging Association, el American Hotel & Lodging Educational Institute (EI) es una de las mejores organizaciones sin fines de lucro comprometida con la formación de hoteles y la educación, apoyado por estándares de calidad de la práctica a través del liderazgo, la certificación profesional, educación y defensa. Entrada directa en la industria va en el desarrollo de cada uno de nuestros productos, asegurando que el aumento de los que el conocimiento esté al día, práctico y preciso. Las principales marcas de hoteles y miles de propiedades en todo el mundo utilizan nuestros productos y cursos para la formación corporativa. Más de 1,500 universidades, colegios, escuelas de formación profesional técnica, y las agencias gubernamentales mundialmente utilizan nuestros cursos y los libros de texto en sus clases. Las oficinas del Instituto se encuentran en Florida, Michigan, y la India. B

3 ONLINE PRODUCT LISTING Programs CourseLine CyberCinema Hospitality Management Courses Online Courses Guest Service Gold /CGSP Eye On Awareness Hotel Security Training GM101 (General Manager) Front Office Manager Online Course Revenue Management Supervisory Skill Builders PCI Compliance Training Course: For property owners and managers PCI Compliance Training Courses: For front line and back of house employees Title 26 Title 31 CRTC Title 31 SARC Controlling Alcohol Risks Effectively (CARE ) Skills Training: Front Desk Representative Skills Training: Guestroom Attendant Skills Training: Maintenance Employee Skills Training: Restaurant Server Hospitality Skills Certification Certified Front Desk Representative Certified Guestroom Attendant Certified Maintenance Employee Certified Restaurant Server CHA Online Review 1

4 CourseLine, is a customizable mix of online training products from the American Hotel & Lodging Educational Institute (EI); the same high quality educational materials that hospitality schools have celebrated worldwide. CourseLine offers convenience and affordability tohospitality management company setting up a multifaceted training and education program for employees at all of its properties. Group facilitators can view participant information and track progress, send reminder s to trainees, and share information through online discussion groups. Whether your organizations goal is for skilled, supervisory, and managerial staff is to gain new hospitality skills, meet professional development requirements, or advance their career with a program certificate, these interactive programs are low costs, flexible, convenient, and present a standard and consistent method of training hospitality employees. CyberCinema provides access to EI s video library covering various hospitality areas. EI videos provide information for new hospitality industry employees as well as those who want to increase their skills or learn more about another area of hospitality. Once registered, users have access to CyberCinema 24 hours a day, 7 days a week. Videos can be accessed at a time and place that s convenient and can be stopped and restarted as needed. EI videos are available in a number of formats from the wordless World Trainer: Guestroom & Bathroom Cleaning, which uses icons to teach key concepts, to the Supervisory Skill Builder series, which uses demonstration scenarios to cover leadership skills such as effective communication, scheduling and time management. Some titles also available in Spanish. CourseLine and CyberCinema pacakges are designed to be used by groups and organizations only; it may not be purchased by individuals. 2

5 ONLINE CourseLine provides an interactive way for groups and individuals to take EI s hospitality management courses online; same courses offered in the academic institutions. Course material is organized into a set of core competencies for each topic area developed by subject matter experts. A combination of video, key terms, web links, case studies, exhibits, interactive activities, and quizzes help reinforce the material covered in each competency. An online final exam provides immediate feedback to users. EI offers more than 30 hospitality management courses online. Students can take individual courses of work toward a: 5-course Area of Specialization (eight different program areas) 6-course Hospitality Fundamentals Program 8-course Hospitality Operations Certificate 12-course Hospitality Management Diploma 12-course Food and Beverage Management Diploma SAMPLE 3

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7 Guest Service Gold Training Program Guests remember and share their experiences about your property. Guest Service Gold provides hospitality professionals with the confidence to engage and connect with guests to find out their needs and provide memorable service. This online program features seven brief stories designed to motivate and inspire hotel employees to go for the gold when it comes to providing service above and beyond the call of duty. Based on true stories of award-winning guest service this program focuses on: authenticity, intuition, empathy, delight, delivery, initiative and being a champion. This online program is for individual training, and can be completed in 2 hours. Individuals who complete the Guest Service Gold program are eligible to take a certification exam and earn the designation of Certified Guest Service Professional (CGSP ) WEB01ENGE English 06500WEB01SPGE Spanish Certified Guest Service Professional (CGSP ) 2011 Each employee who completes the Guest Service Gold Training Program is eligible to become a Certified Guest Service Professional (CGSP). Complete and return a CGSP application to the Educational Institute, along with fee. Successfully pass the 30-question certification exam (available online or by hard copy) with a score of 80% or higher. CGSP exam available online or by hard copy (English and Spanish) PGF01ENGE Certification ONLINE Certified Guest Service Property Take the first step to improving your property s guest service ratings and become a Certified Guest Service Property. This property certification is essential to promote your property s commitment to guest service and guest satisfaction. Get recognized for implementing guest service practices. Look beyond the standard guest service training, while also enhancing your bottom line. How to earn the property certification Complete and return a Certified Guest Service Property Application to the Educational Institute (fee applies). Train front line and back of house employees with the Guest Service Gold Training Program. Have 100% of employees take the Certified Guest Service Professional (CGSP ) exam. Note: the CGSP exam is priced separately. Once all employees pass the CGSP exam, your property will be recognized as a Certified Guest Service Property. Successful properties will receive a CGSP property certification plaque to display prominently at the front desk, so guests will know they have chosen to stay at a property dedicated to providing the GOLD standard of guest service. Academic Institutions Every hospitality student needs to have a strong grounding in the art of guest service as the foundation for all of their hospitality knowledge and skills. Guest Service Gold is available to schools with additional materials to assist instructors with presenting the program in an academic setting. Schools may choose to use the program with or without the Certified Guest Service Professional (CGSP ) exam. Student materials are available with or without the certification exam. Please note that instructor materials are not available in an online format. Even if students are accessing the program online, instructors will still need to purchase the print instructor materials. 5

8 Unauthorized personnel Securing sensitive areas 2011, 45 min, Online Course Your personnel are the first line of response and should be part of your property s security measures they know the property. It s important to recognize that security isn t just the security staffs responsibility; it s a part of every hotel employee s day-to-day responsibilities. The American Hotel & Lodging Educational Institute, in collaboration with Cardinal Point Strategies, has developed an interactive, online safety training and anti-terrorism program, Eye on Awareness : Hotel Security Training. Eye on Awareness, which complements the Department of Homeland Security s (DHS) If You See Something, Say Something terrorism awareness campaign, is designed to assist hotels in providing focused security knowledge and skills to promote greater understanding of security and terrorism awareness at all levels of operations, while improving capabilities and enabling confident first response execution and reporting. Suspicious person behavior Reporting Think of training in a different way from the perspective of a terrorist. Terrorists train too... they run training camps--- to develop their skills; they produce manuals and guides; they hold webinars for their affiliated members. If they are putting so much effort into their training, can we afford to be doing any less? That s the security training challenge we face. Mark Sanna Vice President of Corporate Security Hyatt Hotels See Something Suspicious appearance and body language Suspicious interest in the hotel Suspicious items Signs of terrorism Indicators of potential violence Say Something Urgency of suspicious activity Who to call What to report Don ts of reporting Do Something Evacuation and shelter-in-place Active shooter Bomb threats Suspicious mail and packages Local area emergencies 07080WEB01ENGE English 07080WEB01SPGE Spanish

9 Front Office Manager 2011, 10 hours, Online Course Front Office Manager is a 10-module, interactive online program that provides an overview of the organization and management of the front office. Users will love the self-paced, discovery-driven approach that puts them in control as they explore each area of the hotel and click on highlighted objects to learn about each facet of front office operations. The program highlights customer interactions with the front office during the four stages of the guest cycle: pre-arrival, arrival, occupancy, and departure WEB01ENGE English GM101 (General Manager) 2011, 6 hours, Online Course GM101 (General Manager) is an interactive, online program that provides an overview of the knowledge and skills that help new or experienced general managers and/or new property owners/operators to successfully manage a hotel property. Major areas of hotel operations are covered in this program, including: Property Operations Financial Management Guest Experience People Management and Leadership Marketing and Sales Management Food and Beverage Operations GM101 includes case studies, practice sessions, prediagnostic assessment, and post-diagnostic assessment to measure development of skills and knowledge of hotel operations WEB01ENGE English Revenue Management 2012, 2 hours, Online Course The Revenue Management online course uses an exploratory learning approach to explain the skills and role of revenue managers, benefits of revenue management practices and systems in lodging operations, reports that assist with fair market share forecasting, occupancy and rate optimization tactics, group management considerations, evaluating other revenue sources, and common mathematical computations used to determine a hotel s potential revenue performance. ONLINE It also discusses how to form a cooperative revenue management team to implement sound pricing strategies and tactics. Course includes: Orientation Module Revenue Management Module Case Study Knowledge Checks 10-question quiz 00374WEB01ENGE English Supervisory Skill Builders 2007, 18 hours, Online Course The Supervisory Skill Builders online course provides an entertaining approach to building supervisory skills through a series of nine modules. These modules are loaded with need to know information on how supervisors should carry out their responsibilities to management as well as employees. Ideal as a self-trainer, the series helps supervisors: meet management s objectives for productivity and quality guest service; solve everyday workplace challenges; gain respect, trust, and support from the people who work for them. The nine online modules are: You as a Supervisor Conducting Orientation and Training Leadership Handing Problems and Conflict Motivation and Team building Staffing and Scheduling Improving Employee Performance Effective Communication Time Management 09510WEB03ENGE English Certified Hospitality Supervisor (CHS) The Supervisory Skill Builders Online Course can be used to prepare for the Certified Hospitality Supervisor (CHS) professional certification designation PGF01ENGE English/Online Course For information and prerequisites, visit or call or

10 PCI Compliance Training Courses: For front line and back of house employees 2011 These 30-minute online courses are the perfect tools for getting all employees in compliance with Payment Card Industry (PCI). This online training comes in six versions, each focusing on the specific PCI requirements relevant to the job position and the employee s responsibility for safeguarding sensitive payment card data. The six versions are: Accounting Food and Beverage Front Desk Information Technology Retail Operations Sales and Catering Each version is priced separately. ONLINE Title , 1-hour The Title 26 training covers the requirements of Internal Revenue Service (IRS) currency reporting. The online course will help you determine when to report currency transactions, calculate applicable transactions, use the proper IRS form, and understand the record keeping specifications and penalties WEB01ENGE English Title 31 CRTC 2010, 1-hour The Title 31 Currency Transaction Report by Casino (CTRC) training is an interactive online course that will help you meet the IRS currency reporting requirements. The course is designed to help you determine when to file a CTRC form, aggregate and calculate gaming transactions, use the proper IRS form or filing system, and understand the record keeping specifications and penalties WEB01ENGE English Title 31 SARC 2010, 1-hour The Title 31 Suspicious Activity Report by Casino (SARC) training will help you determine when to file a SARC report. The online course shows you how to identify suspicious activity, use the proper IRS form, and understand the record keeping requirements and penalties WEB01ENGE English 8

11 ONLINE CARE online is a four-hour interactive program featuring video, learning activities and review questions. It is designed to provide self-paced flexible training in the service of alcohol. Controlling Alcohol Risks Effectively (CARE ) prepares bartenders and servers to handle the challenges of balancing guest services with the legal responsibilities involved in serving alcohol. Employees will learn to: Effectively monitor and control guests alcohol consumption Tactfully intervene before problems arise Check identification according to your venue s policies Spot altered or fake identification Handle minors appropriately Identify alcohol service laws and how they affect your operation Providing training with CARE can reduce your risk of liability, comply with state and federal regulations of alcohol service, and possibly even reduce your liability premiums. EI grades all exams and issues training verification cards to all successful participants. Includes: Seven modules Introduction Alcohol Service and the Law Checking Identification Alcohol and Its Physical Impact Intervention State Laws Summary Glossary of terms US State laws document (provided in PDF format) Review quizzes Proctored final exam Training verification card for participants who pass the final exam For additional information on CARE, visit or call or CARE cannot be purchased through the online store. 9

12 Skills Training: Front Desk Representative 2009, 3.5 hours The Front Desk Representative online program presents skills training on job specific responsibilities and tasks. Employee will learn to: Perform tasks associated with registering, checking-in, and checkingout guests. Use proper safety and security procedures when performing your job. Operate standard office equipment used by front desk employees. Understand how a front desk employee can provide quality guest service. Prepare reports and paperwork kept at the front desk. The program utilizes video segments, interactive activities, printable checklists and worksheets WEB01ENGE English Skills Training: Guestroom Attendant 2009, 3.5 hours The Guestroom Attendant online program presents skills training on job specific responsibilities and tasks. Employee will learn to: Organize and stock a housekeeping cart. Follow safety and security procedures to protect yourself, the property, and the guest. Use the right cleaning supplies, amenities, equipment, and method to clean sleeping areas, bathrooms, and additional suite areas. Correct urgent and routine cleaning problems by communicating with co-workers and other departments. Perform special cleaning tasks, such as deep cleaning, as scheduled by your supervisor. The program utilizes video segments, interactive activities, printable checklists and worksheets WEB01ENGE English 10 Skills Training: Maintenance Employee 2009, 3.5 hours The Maintenance Employee online program presents skills training on job specific responsibilities and tasks. Employee will learn to: Perform preventive maintenance on guestrooms, public areas, the physical structure, and equipment. Identify and use the right tools and supplies to complete repairs. Follow proper safety and security procedures when performing your job. Demonstrate teamwork and responsiveness to guests when handling maintenance requests. The program utilizes video segments, interactive activities, printable checklists and worksheets WEB01ENGE English Skills Training: Restaurant Server 2009, 3.5 hours The Restaurant Server online program presents skills training on job specific responsibilities and. Employee will learn to: Perform tasks like greeting guests, serving food and beverages, and settling guest checks. Use proper safety and security procedures when performing your job. Recognize the importance of the products offered and equipment used in your restaurant. Provide quality guest service. Perform opening and closing restaurant duties The program utilizes video segments, interactive activities, printable checklists and worksheets WEB01ENGE English Study Resource for Certification The Skills Training course serves as a follow-up training, and is needed to prepare for the Hospitality Skills Certification exams. Each guide includes step-by-step task breakdowns of the knowledge and skills needed for front line employees to perform their jobs along with follow-up questions to help them review what they have learned. Separate fee applies. 10

13 ONLINE HOSPITALITY SKILLS CERTIFICATION Certified Front Desk Representative Certified Guestroom Attendant Certified Maintenance Employee Certified Restaurant Server These Hospitality Skills Certification (HSC) programs support skill and knowledge training integrated with performance assessment, recognition and achievement. Individuals who currently work in the hospitality industry. Prerequisites Candidates must currently be employed in the hospitality industry. No minimum time requirement (see order form for additional details). MAINTENANCE EMPLOYEE Program Details Fee includes: Exam. Certificate and lapel pin upon successful completion of the exam. (Study resource not included.) Exam: Consists of 30 multiple-choice questions that must be answered within a one hour time period. (Exams are paper-based only.) Proctor: A proctor may be a CHA, a hospitality educator, an AH&LA member association/federation executive, your immediate supervisor, or a member of the clergy. Recertification: Not required. 11

14 Certified Hotel Administrator (CHA ) Online Review 2011, 6.5 hours The Certified Hotel Administrator (CHA ) Online Review is a self-paced, online preparation course that is perfect for busy hospitality professionals seeking the Certified Hotel Administrator (CHA ) certification. It offers the same instruction as attending a CHA review session in person without having to travel. The CHA Online Review covers six (6) modular presentations that correlate to each section of the CHA study materials: Financial Management Marketing and Sales Leadership Management Human Resources Management Rooms Management Food and Beverage Management Certified Hotel Administrator (CHA ) (For Hospitality Executives) The Certified Hotel Administrator (CHA ) is the most prestigious certification available to a hotel general manager and hospitality executive. It marks the designee as part of an elite group of hospitality professionals who by combining education and experience with dedication to the industry have achieved a high level of expertise. Globally recognized, the CHA is a highly respected professional credential that validates your advanced knowledge in the hospitality industry. It is an honor awarded to lodging professionals whose leadership and managerial abilities are exemplary. For information and prerequisites, visit or call or It was a rewarding experience earning my CHA and it has already changed my life for the better. Also covered are exam questions similar in format and content to those on the actual CHA exam. It takes approximately 6.5 hours to complete the CHA Online Review. That s 2.5 hours of additional instruction compared to attending a live session. The expanded instruction targets financial management and human resources. These are two of the most challenging topics according to historical testing patterns. Chioma Omotayo, CHA General Manager Ikoyi Hotels The CHA Online Review is available to individuals that meet the necessary prerequisites to become a CHA and have submitted a CHA application to EI and have been accepted as a candidate for the designation WEB01ENGE English 12

15 ONLINE Hospitality icoach Receive hospitality training advice with EI s, FREE application by downloading it to your iphone, ipod Touch, or ipad. Hospitality icoach generates random hospitality training tips in Leadership, Front Desk, Food and Beverage, Housekeeping, and Maintenance with a shake of your hand. Tips can be used as training refreshers, discussion starters, or idea generators for future training sessions. Recently updated, new features include: the ability to screen touch to see new tips, in addition to the current shake functionality alerts users with animation and sound when changing between tips allows user to see new and updated tips first New tips continually available! FREE DOWNLOAD, visit Or scan it! 13

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