ONLINE SHOWCASE. American Hotel & Lodging Association. American Hotel & Lodging Educational Institute

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1 showcase online

2 ONLINE 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.

3 see your FUTURE ONLINE through CourseLine offers a mix of hospitality-specific topics through online learning. Management Courses Supervisory Skill Builders Skills, Tasks, and Results Training Responsible Alcohol Service Take advantage of this opportunity to advance your career by increasing hospitality skills and achieving professional development requirements for the hospitality industry! CyberCinema provides access to a library of learning videos covering various hospitality areas. Increase your skills and learn about other areas of hospitality. Access videos 24 hours a day, seven days a week. Videos can be stopped and restarted as needed. Select titles available in Spanish. 1

4 ONLINE SHOWCASE Online Learning Packages MANAGEMENT COURSES Introduction to the Hospitality Industry Hospitality Today: An Introduction The Lodging and Food Service Industry Sales and Marketing Convention Management and Service Fundamentals of Destination Management and Marketing Hospitality Sales and Marketing Marketing in the Hospitality Industry Revenue Management: Maximizing Revenue in Hospitality Operations Food and Beverage Food Safety: Managing with the HACCP System Managing Beverage Operations Management of Food and Beverage Operations Managing Service in Food and Beverage Operations Planning and Control for Food and Beverage Operations Purchasing for Food Service Operations Human Resources Managing Hospitality Human Resources Supervision in the Hospitality Industry Training and Development for the Hospitality Industry Finance and Accounting Accounting for Club Operations Accounting for Hospitality Managers Hospitality Industry Financial Accounting Hospitality Industry Managerial Accounting Hotel and Restaurant Accounting General Management Contemporary Club Management International Hotels: Development and Management Leadership and Management in the Hospitality Industry Understanding Hospitality Law World of Resorts: From Development to Management Rooms Division Hospitality Facilities Management and Design Managing Front Office Operations Managing Housekeeping Operations Managing Technology in the Hospitality Industry Security and Loss Prevention Management AHLEI offers more than 30 hospitality management courses online. Participants can take individual courses towards: 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 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 SKILLS, TASKS, AND RESULTS TRAINING (START) START provides an understanding of key responsibilities and job knowledge for individual positions: Front Desk Representative Guestroom Attendant Maintenance Employee Restaurant Server *Titles subject to change without notice. 2

5 ONLINE Online Video Library CyberCinema provides 24 hours a day online access to AHLEI s video library covering various hospitality areas. 10-Minute Trainer: Housekeeping* Courtesy Rules! Better Telephone Skills Now* Enabling Independence: Service for Guests with Disabilities* Front Desk First Impressions* Housekeeping: The Deep Cleaning Process* Housekeeping: Laundry Operations* Housekeeping: Quality Guestroom Cleaning* Human Trafficking Lodging Safetyworks* Preventive Guestroom Maintenance* Restaurant Server Sexual Harassment: What Employees Need to Know* Sexual Harassment: What Managers Need to Know Stay Safe: Awareness Training for Housekeepers* Supervisory Skill Builders: Conducting Orientation and Training Supervisor Supervisory Skill Builders: Effective Communication Supervisor Supervisory Skill Builders: Handling Problems and Conflict Supervisor Supervisory Skill Builders: Improving Employee Performance Supervisory Skill Builders: Leadership Supervisory Skill Builders: Motivation and Team Building Supervisory Skill Builders: Staffing and Scheduling Supervisory Skill Builders: Time Management Supervisory Skill Builders: You as a Supervisor World Trainer: Guestroom and Bathroom Cleaning Titles listed may vary and are subject to change without notice. * Also available in Spanish. The American Hotel & Lodging Educational Institute (AHLEI) offers flexible pricing on CourseLine and CyberCinema packages, based on the number of course and/or video titles purchased. These online packages are designed to be used by groups and organizations only; they may not be purchased by individuals. Titles are subject to change and may vary by property. 3

6 ONLINE SHOWCASE COURSES Eye on Awareness Hotel Security Training 2011, 45 minutes 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. Eye on Awareness includes interactive, multi-media lessons enhanced by review questions assessing comprehension. Users are required to attain a 100% score to successfully complete the program WEB01ENGE English 07080WEB01SPGE Spanish Front Office Manager 2011, 10 hours 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 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, pre-diagnostic assessment, and post-diagnostic assessment to measure development of skills and knowledge of hotel operations WEB01ENGE English 4

7 ONLINE COMING SOON! Slate Hotel 3D Virtual Hotel Simulation: The SLATE Hotel is a 3D immersive virtual simulation. It is played from the view of a hotel general manager where learners are challenged to solve problems related to guest satisfaction, safety, security, and business operations. Throughout the levels, learners will be using general hotel knowledge, listening, and critical thinking skills. The learner receives feedback during each level of the simulation, with an overall scorecard at the completion of the simulation. Revenue Management 2012, 2 hours 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. 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 COMING SOON! Safety Matters 2015 Guests expect safety, security, and privacy when visiting a property. Safety Matters is a new online course that introduces lodging employees to some of the safety and security issues they might encounter as a part of their job. The self-paced course can be used as an onboarding tool for new employees or a safety refresher for current staff. Learners are provided with an opportunity to explore different functional areas of a hotel, including the lobby, front desk, guestrooms, maintenance department, food & beverage, and the perimeter of the property. In each area, they can learn about a variety of topics, such as chemical safety, fire prevention, key control and guest privacy, and many more. The training provides guidelines for maintaining the health and safety of guests and employees, as well as practical tips for addressing safety and security risks. Safety Matters includes a 15-question assessment to gauge employee learning. Trainees who pass the quiz can print out a certificate of completion. Supervisory Skill Builders 2007, 18 hours 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 5

8 ONLINE SHOWCASE 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 WEB01ENGE English TripAdvisor Reputation Management for Front-Line Staff 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) WEB01ENGE 30-minute Online Course Trainees who pass the online quiz may print out a certificate of completion. 6

9 ONLINE RESPONSIBLE ALCOHOL SERVICE REVISED! CARE for Servers (Controlling Alcohol Risks Effectively ) 2014 This program 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 information 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) The four-hour Controlling Alcohol Risks Effectively (CARE) online program provides flexible, selfpaced training to prepare employees for handling the challenges of responsible alcohol service. This interactive online program features audio/video, learning activities and review questions. CARE online includes: Seven (7) content modules Introduction Alcohol Service and the Law Checking Identification Alcohol and Its Physical Impact Intervention State Laws Summary Glossary of terms CARE Pocket Guide (PDF format) State laws document (PDF format) Module quizzes for learning application Proctored final exam Certificate of Completion for servers who pass the final exam 06990ISE04ENGE English The CARE Online program is not available in the following states: Louisiana, Michigan, New Mexico, Tennessee, and Washington. 7

10 eireader. Any time. Any place. HOSPITALITY DIGITAL TEXTBOOKS The eireader provides easy access to hospitality books from the American Hotel & Lodging Educational Institute. These digital books are available for online viewing and are downloadable only through our app. The eireader is compatible with ipad ios 7.0 or later and Android 4.0 and up

11 ONLINE eireader. Any time. Any place. eireader EIREADER allows users to download AHLEI books from a library, whether you re a student taking a course through a school, or a professional seeking to increase your knowledge and skills in the hospitality industry. eireader offers you the flexibility to read on your time according to your schedule. 1. Convention Management and Service, Eighth Edition 2. Hotel and Restaurant Accounting, Seventh Edition 3. Hospitality Facilities Management and Design Fourth Edition (coming soon) 4. Hospitality Industry Financial Accounting, Fourth Edition (coming soon) 5. Hospitality Industry Managerial Accounting, Seventh Edition 6. Hospitality Today: An Introduction, Seventh Edition 7. Management of Food and Beverage Operations, Fifth Edition 8. Managing Front Office Operations, Ninth Edition 9. Managing Hospitality Human Resources, Fifth Edition 10. Managing Housekeeping Operations, Revised Third Edition 11. Planning and Control for Food & Beverage Operations, Eighth Edition 12. Revenue Management: Maximizing Revenue in Hospitality Operations 13. The Lodging and Food Service Industry, Eighth Edition 14. Uniform System of Accounts for the Lodging Industry, Eleventh Revised Edition 15. World of Resorts from Development to Management, Third Edition Your Reading Experience Search keywords and phrases within the book Choose from three background and font color combinations Increase or decrease font size, and enlarge images Notes View Add notes and bookmarks for future reference Jump to pages with notes Download for offline viewing of the textbook Video View Streaming video hosted on cloud servers Full Screen View (Landscape) 9

12 ONLINE SHOWCASE TRAINING AND CERTIFICATION PACKAGES The American Hotel & Lodging Educational Institute (AHLEI) professional certification programs are designed to provide your employees with additional, self-contained enrichment that goes beyond our standard online learning programs. These content agnostic learning and certification programs are easy to integrate into almost any hotel or hospitality organization. Study resources included (except for the CHS ) Industry-recognized certification certificate and lapel pin for those who successfully pass the certification exam (no pin for the CHIA). 70% or higher passing score Certified Guest Service Professional (CGSP ) 2011 Every hospitality employee needs to understand the importance of delivering high-quality guest service. This Guest Service Gold 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. Participants who complete the Guest Service Gold program qualify to earn the Certified Guest Service Professional (CGSP ) designation. Prerequisite: none Approximate Contact Hours: 1-2 hours online CGSP Study Resource: Guest Service Gold CGSP Exam: 30-question exam COMING SOON! Guest Service Gold The NEW Guest Service Gold features a choice between two separate programs, Guest Service Gold: Making Connections and Guest Service Gold : Golden Opportunities. Each option features seven different stories designed to motivate and inspire your staff to Go for The Gold when it comes to providing service that goes above and beyond what is expected. The choice between programs affords you the ability to select the program that best fits your training and organizational needs. Each program will lead to the same Certified Guest Service Professional (CGSP ) certification. Certified Hospitality Department Trainer (CHDT ) 2014 The Trainer Development Program will help new or prospective departmental trainers feel more confident about their job. With this program, employees will better understand how adults learn, how to prepare for training, how to lead oneon-one and group training, and how to follow up on training. Participants who complete the Trainer Development Program qualify to earn the Certified Hospitality Department Trainer (CHDT ) designation. Prerequisite: none Approximate Contact Hours: 4-6 hours online CHDT Study Resource: Trainer Development Program CHDT Exam: 50-question exam Certified Guest Service Property Once all front-line employees who have guest contact pass the Certified Guest Service Professional (CGSP ) exam, your property can apply to be recognized as a Certified Guest Service Property. CGSP Plaque is awared to the property. 10

13 TRAINING AND CERTIFICATION PACKAGES ONLINE 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 hands-on experience working with hotel data. Participants who complete the Certification in Hotel Industry Analytics program qualify to earn the CHIA designation. Prerequisite: none Approximate Contact Hours: 8-10 hours online CHIA Study Resource: CHIA online program CHIA Exam: 50-question exam Certification Certificate for those who successfully complete the exam (no lapel pin). 11

14 ONLINE SHOWCASE Certified Hospitality Supervisor (CHS ) 2007 Hospitality supervisors must have effective skills such as leadership, time management, and communication. They must keep pace with change, improve their knowledge, and share their experience with others. The Supervisory Skill Builders online course provides an entertaining approach to building supervisory skills through a series of nine modules. The nine (9) online 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 Certified Front Desk Representative Certified Guestroom Attendant Certified Restaurant Server Certified Maintenance Employee NEW! Certified Kitchen Cook These position-specific training programs (Front Desk Representative, Guestroom Attendant, Kitchen Cook, Restaurant Server, and Maintenance Employee) include activities, printable checklists and worksheets, and quizzes to test the learner s mastery of required tasks and skills. Participants who complete the training for designated position, qualify to earn the certification designation. Prerequisite: none Approximate Contact Hours (per topic): 4-8 hours online Study Resource(s): Each individual position includes a START (Skills, Tasks, and Results Training) study resource for its respective certification: Certified Front Desk Representative, Certified Guestroom Attendant, Certified Restaurant Server, Certified Maintenance Employee, and Certified Kitchen Cook. Each Exam: 30-question exam Participants who complete the Supervisory Skill Builders program qualify to earn the Certified Hospitality Supervisor (CHS ) designation. Prerequisite: MUST meet time in position. Visit for details. Approximate Contact Hours: 18 hours online CHS Study Resource: Supervisory Skill Builders (separate fee applies) CHS Exam: 50-question exam 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. 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

16 FLORIDA 800 N. MAGNOLIA AVENUE, SUITE 300 ORLANDO, FL USA PHONE: FAX: MICHIGAN 2113 NORTH HIGH STREET LANSING, MI USA PHONE: FAX: INDIA ASHA HOUSE 28, SUREN ROAD, ANDHERI (EAST) MUMBAI INDIA PHONE: FAX: CHINA LSHI@AHLA.COM PHONE: ADV06ENGE