The future of hospitality is within reach

1. The future of hospitality is within reach 2010

2. Programme • Introduction & Tools • Case Studies • Assessment • Solutions & Implementation • AHLEI Family of Products and Services • Exam, Q & A , Roundtable Invite, Demo

3. For The End of Session Exam Room revenue = Room nights sold X Room rate charged Occupancy % = 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

5. 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

6. 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

7. 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

8. 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

9. Case 3: May I Order Lunch? aka“The Mysterious Keratin Punch” • Same “Resort” • 12:30 pm / 12h30 / 1230 • At pool bar observing diners

10. Case 3: Solution • Certified Restaurant Server • Hospitality Skills Certifications in Food & Beverage

11. Case 4: From Venezuala with Love • 4-Star Resort • 250 USD per night • 2 Night Business Stay • Elite Platinum Member • Large global chain

12. Case 4: Solution • Hospitality Skills Certifications for Front Office/Guest Services • Welcome Home Superior Skills for Valet, Door, and Bell Staff • Going the Extra Mile • Hospitality Skills Certification for Valet Attendant

13. Case 5: Spa-tastic! • 5-Star Resort • 850 USD per night • 2 Night Business Stay • Referred to as Most Luxurious Chain

14. Case 5: Solution • Supervisory Skill Builders for the Spa Industry • Spa: A Comprehensive Introduction • Retail Management for Spas

15. Case 6: The Shaker & Mover • 4-Star Resort • 199 USD per night • 3 Night Business Stay • Conference room rental • 15 Conference attendees

16. Case 6: Solution • Certificate: Revenue Management: Maximizing Revenue in Hospitality Operations • Convention Management and Service • Going the Extra Mile for Service

17. 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

18. Case 7: Solution Hospitality Skills Certifications • Certified Lodging Security Officer • Concierge • Front Desk Representative • Certified Lodging Security Supervisor • Certified Lodging Security Director

19. 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

20. Case 8: Solution • Certified Hotel Administrator • Certified Lodging Security Director • Certified Lodging Security Supervisor • Certified Lodging Security Officer

21. 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

22. Case 9: Solution • Promises Taxi Driver Service Training

23. Case 10: Yes We Have No Bananas • “Niche” island • Focus on high-end tourism • Airport on regional carrier

24. Case 10: Solution • Hospitality Today • LMP, START • Going the Extra Mile • Lobotomy

25. Case 10.5: Parting Gift • “Tourism is our Resource” • Tourism week • Nickel and dime on departure tax • Surly personnel

26. Case 10.5: Solution • PCI Credit Card Compliance • Jail

27. Assessment • Value for Money • Service, not Servitude • Penny-wise and dollar-dumb • 800USD/night for high-school, on-the-job trained managers? • Do local or regional training and compliance solutions best prepare staff to serve international clientele? • Exclusively In-house training. Does a copy of a copy = quality? • Can annual training (or worse) build good habits?

28. Solutions & Implementation • 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 • We provide the carrot, the market provides the stick! Disney Sept 28 – Oct 1 2011

29. American Hotel & Lodging Educational Institute (AHLEI) Our mission statement: 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.

30. American Hotel & Lodging Educational Institute (AHLEI) • Founded in 1953 • Non-profit organization • World’s 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)

31. iPhone Application Hospitality iCoach

32. Market Segments LODGING INDUSTRY Training Media Independent Study Professional Certification Self-paced Hospitality Courses Corporate Hotels Management Companies Individual Properties 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

33. Training Customized Program Development Online Learning Text / Skill Guides Training Videos Training Seminars Departmental Training Food & Beverage General Management Maintenance & Engineering Safety & Security Human Resources Guest Service Housekeeping Front Office

34. 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

35. 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

36. 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)

37. 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

38. Textbooks

39. Video Training

40. Workshop: Alcohol Awareness • Controlling Alcohol Risks Effective (CARE®)

41. All Training Should Lead To…

42. 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

43. Professional Certification Why should you certify? • Validation of position • Motivator • Recognition • Builder of pride and self-esteem

44. Professional Certification Over 40 Certifications • Executive Level • Department Heads • Managers • Supervisors • Line Level

45. Who’s Who Those who highly support Professional Certification • Choice Hotels • Best Western International • Hyatt • InterContinental Hotels Group • Marriott • Wyndham Worldwide • Ritz Carlton

46. 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 CMHS Certified Master Hotel Supplier Certified Lodging Security Officer Line-Level Certifications

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

48. 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

49. Department Head Level • Departmental Executives for Rooms, Food & Beverage, Engineering, Housekeeping, Human Resources • Qualified Experience • Comprehensive study materials and exam

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