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

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2 PRODUCT SHOWCASE American Hotel & Lodging Association Serving the hospitality industry for more than a century, the American Hotel & Lodging Association (AHLA) is the sole national association representing all segments of the 1.9 millionemployee U.S. lodging industry, including hotel owners, REITs, chains, franchisees, management companies, independent properties, state hotel associations, and industry suppliers. Headquartered in Washington, DC, AHLA provides active advocacy, clear communications, and educational empowerment for this vital industry. Managing over 4.9 million rooms Employing more than 1.9 million Welcoming 4.8 million guests every day Generating $1.3 trillion in travel revenue Creating $176 billion in lodging sales revenue Raising $141.5 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 2,000 universities, colleges, vocational technical schools, high 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 PRODUCT Certification Career Path Widely recognized as the preeminent leader in hospitality certification, the American Hotel & Lodging Educational Institute (AHLEI) strongly supports and encourages the certification of hospitality professionals in all facets of the industry, from front-line workers through general managers and executives. Certifications in red may be earned by students or workforce trainees with no time in position required. FRONT OFFICE REVENUE MANAGEMENT FOOD & HUMAN BEVERAGE HOUSEKEEPING MAINTENANCE SECURITY RESOURCES SALES EXECUTIVE CHA Hotel Administrator DEPARTMENT HEAD CRDE Rooms Division Executive CFBE Food and Beverage Executive CHHE Hospitality Housekeeping Executive CHFE Hospitality Facilities Executive CLSD Lodging Security Director CHT Hospitality Trainer MANAGERIAL CFDM Front Desk Manager CHRM Hospitality Revenue Manager CMM Maintenance Manager CHSP Hospitality Sales Professional SUPERVISOR CHS Hospitality Supervisor CLSS CHDT Lodging Security Hospitality Supervisor Department Trainer LINE Front Desk Representative Restaurant Server Kitchen Cook Breakfast Attendant Guestroom Attendant Maintenance Employee Lodging Security Officer CGSP Guest Service Professional SPECIALTY CMHS Master Hotel Supplier CHE Hospitality Educator CHI Hospitality Instructor CSS Spa Supervisor CHTMP Hospitality & Tourism Management Professional CHIA Certification in Hotel Industry Analytics CHC Hotel Concierge 1

4 PRODUCT SHOWCASE CERTIFICATION PROGRAMS Hotel Administrator (CHA ) Review Program The CHA Review Program for the most prestigious certification available to a hotel general manager and hospitality executive has been revised to help busy professionals prepare for the certification exam. The self-paced program can now be accessed online or can be reviewed on the go by downloading the program content to a handheld mobile device, tablet or laptop for offline reading. The CHA review program is segmented into seven modules by topic, allowing you to focus on one module at a time in no specific order. Topics include: Financial Management Food and Beverage Management Human Resources Leadership Marketing and Sales Revenue Management NEW Rooms Management REVISED Each module includes a practice quiz that may be taken as many times as needed before attempting the final certification exam questions. The new certification exam format enables candidates to complete questions at the end of each module, rather than having to take one comprehensive final exam. There are 35 questions for each module and candidates are allowed 35 minutes to complete. The passing score for each module is 70% or higher; participants are allowed two attempts to pass each module of the final certification exam. If a passing score is not achieved after two attempts candidates may purchase two retakes per module. The CHA review program is only available to individuals who meet the necessary prerequisites and have submitted an application to AHLEI. Once an application has been approved and payment received, access to the CHA Review Program remains active for one year. Visit for details. 2

5 PRODUCT Certification in Hotel Industry Analytics (CHIA) 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. Learn how to read the data and interpret the STAR reports to identify specific areas of improvement. The CHIA Online Review Program has been specifically developed to prepare candidates for the CHIA exam. American Hotel & Lodging Certification Commission Certification in Hotel Industry Analytics 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. Issue Date Association upon the recommendation of the hereby recognizes has successfully completed the President & Chief Executive Officer Expiration Date AMERICAN HOTEL & LODGING ASSOCIATION Core content areas include: Hotel Industry Analytical Foundations Hotel Math Fundamentals Property Level Benchmarking (STAR Reports) Hotel Industry Performance Reports Product includes: Online program (4-8 hours) First online certification exam Certificate upon successful completion of the exam Access to the CHIA Online Review Program is available for six months from date of purchase. The CHIA certification exam must be successfully completed within the six-month period. The CHIA designation may be used on letterhead, business cards, and other writings. The CHIA is jointly offered by the American Hotel & Lodging Educational Institute (AHLEI) and STR. Visit for details. 3

6 PRODUCT SHOWCASE CERTIFICATION PROGRAMS Guest Service Gold - Guest Service Professional (CGSP ) Look beyond the standard guest service training and get recognized for implementing and achieving guest service best practices with Guest Service Gold. Guest Service Gold is a comprehensive program designed to accomplish the goal of creating guest service-oriented front -line employees who know how to engage with their guests to provide memorable guest service. Core components include training, employee certification and property certification and can be implemented by any service oriented business, such as restaurants, transportation companies, attractions, and retail outlets, not just lodging properties. Completion of Guest Service Gold can lead to the Guest Service Professional (CGSP ) designation. Each employee who completes Guest Service Gold training is eligible to become a Guest Service Professional (CGSP ). Exam consists of 30 multiple-choice questions that must be answered within a one-hour time period. Passing score: 70% or higher. Exams available online and paper-based, language availability varies. Guest Service Property Once all front-line employees who have guest contact pass the CGSP exam, your property can apply to be recognized as a Guest Service Property. Successful properties will receive a CGSP certification plaque to display prominently for guests to recognize their commitment to providing exceptional guest service. The Property designation is valid for one (1) year from the property issue date. Properties will need to certify their new hires in order to receive a new plaque. This certification is essential to promote your property s commitment to guest service and guest satisfaction. Components Guest Service Gold training is available between two separate programs that support the Guest Service Professional (CGSP ) designation. Each program features seven different guest service elements that allows you to select the training that best fits your needs. Guest Service Gold Making Connections 2011 Authenticity: Keeping it Real Intuition: Read the Need Empathy: Use your Heart Champion: Be a Guest Hero Delight: Provide a Surprise Delivery: Follow Through Initiative: Make the Effort Guest Service Gold Golden Opportunities 2015 Recovery: Turn it Around Personalization: Provide an individualized Experience Knowledge: Be in the Know Passion: Inspire Others Commitment: Be All In Inclusion: Include Everyone Personality: Be Yourself Each program available in a seminar format for groups, or online for individuals. Language availability varies. Visit for details. 4

7 PRODUCT START for Individuals (Skills, Tasks, and Results Training) Program and Certification The START Skills, Tasks, and Results Training) programs offer flexible, inexpensive training and certification for in-demand hospitality positions. The program presents concise skills instruction that shows participants how to perform key tasks correctly and consistently, along with training in the soft skills needed to be successful in a hospitality career. It also provides instructors with training outlines and resources for presenting the material. Those who complete the training are prepared for the related certification exam (included). START Study Guide The START Study Guide is divided into three sections for the learner: knowledge that all hospitality employees need, knowledge specific to the position, and common tasks broken down into a stepby-step method, so the learner can learn how to complete the task correctly and consistently. Includes certification exam scan sheet. MAINTENANCE EMPLOYEE START for Individual Positions are available in print and online versions. There are six line-level training packages: Front Desk Representative Guestroom Attendant Restaurant Server Maintenance Employee Kitchen Cook NEW! Breakfast Attendant Content Each course contains the following sections: All Employee Knowledge Position-Specific Knowledge Job Breakdowns START Instructor Guide The Instructor Guide includes everything needed for trainers to deliver all START training content. It also provides: Train-the-trainer materials and learning resources Competencies, quizzes, and activities Printable student certification exam questions BREAKFAST ATTENDANT Our four-county region is located in the heart of New York State s Finger Lakes wine country. Hospitality is big business. The AHLEI trainings are customizable and accessible for the incarcerated population that we work with and provide a pathway to stackable, industry-recognized credentials that make our clients more employable as they re-enter their communities. Greg Maine Coordinator of Incarcerated Education, Adult Literacy and Health Care Programs Wayne-Finger Lakes BOCES 5

8 PRODUCT SHOWCASE CERTIFICATION PROGRAMS Hotel Concierge (CHC SM ) The hospitality industry is acknowledging the value of concierge services more than ever, with increasing demand for qualified concierges. AHLEI, Les Clefs d Or USA, and The International School of Hospitality (TISOH) have created the Hotel Concierge (CHC SM ) credential to establish a baseline global professional standard for hotel concierges. The certification preparation takes into account key trends shaping the profession, from the use of technology and the Internet to growing demand for personalized service, expectations of global and cultural awareness, and the need for diversity and multilingual talent. It also sets standards for ethics and risk management. Enrollment fee includes: CHC SM print materials, selfpaced online workshop, exam, and certificate upon successful completion of the exam. Candidates may also choose to participate in an inperson workshop for an additional $75 fee. To request a workshop for your group or organization, contact chc@tisoh.com. TRAINING PROGRAMS Elements of Service: Serving Guests With Disabilities Elements of Service: Serving Guests with Disabilities is an online learning program designed to train guest-facing hotel employees in best practices for serving guests with physical disabilities (vision, hearing, and mobility impairments). Learners are presented a broad variety of service situations for guests with disabilities, where uniformed actions can cause distress or even danger. From the point of entry and check-in to food service and at touchpoints throughout a hotel visit, service providers learn the communication skills and tools that will create outstanding service interactions with this fastgrowing traveling population. The goal of this program is to ensure service providers feel confident and equipped to handle service interactions with hotel guests who are disabled-without the uncertainty, confusion, and missteps that often characterize the experience of both service providers and hotel guests with disabilities. There are knowledge checks with feedback throughout the program. A 20-question quiz at the end of the course tests understanding minutes

9 PRODUCT Your Role in Preventing Human Trafficking: Recognize the Signs The American Hotel & Lodging Association (AHLA), in partnership with Marriott International, ECPAT- USA and the Polaris Project, developed this online training program to help hotel employees identify and respond to human trafficking for labor and sex at hotel properties. The program is available to hotel properties through a license agreement for one year with unlimited users. For more information, visit Your Role in Preventing Human Trafficking: Recognize the Signs, offered through the American Hotel & Lodging Educational Institute (AHLEI) provides an overview of the issues human trafficking and signs of trafficking that employees should be aware of, based on their specific department. Features: Information on human trafficking of children and adults for the purposes of both sex and labor Globalized information to make the program relevant at properties around the world, not just in the United States Content that is compliant with many new city ordinances and state laws requiring hotels to train their employees on human trafficking Objectives: Define human trafficking and commercial sexual exploitation of children Understand the differences between labor and sex trafficking Recognize indicators of trafficking React to a suspected incidence of trafficking 30 minutes

10 PRODUCT SHOWCASE TRAINING PROGRAMS Supervisory Skill Builders Supervisory Skill Builders 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. The fourth edition has a fresh look and easy-to-follow format. The helps supervisors meet management s objectives for productivity and quality guest service; solve everyday workplace challenges; and gain respect, trust, and support from the people who work for them. Engaging case studies challenge supervisors to think how they would react in similar real-life situations. The participant workbooks contain a variety of exercises, checklists, other activities to help learners self-assess and engage with the content. The Instructor s Guide offers a clear, easy-tofollow format and contains step-by-step tips for presenting the content, as well as additional activities and handouts. The nine modules are: You as a Supervisor Effective Communication Conducting Orientation and Training Staffing and Scheduling Improving Employee Performance Handing Problems and Conflict Motivation and Team building Leadership Time Management Available online or in print. Supervisory Skill Builders can be used to prepare for the Hospitality Supervisor (CHS ) professional certification designation; completion of the program reduces the time in position needed to qualify for the certification REVISED Art of Leadership: Foundations The Art of Leadership: Foundations is a unique, interactive experience for executives and managers developed by the American Hotel & Lodging Educational Institute (AHLEI) and Aspire. This interactive facilitated workshop delivers actionable tools for leaders to enhance their leadership effectiveness through alignment, focus, and understanding of AHLEI and Aspire s proven processes for learning and development, based on Aspire s 6 Pillars of Alignment. The more people contribute, the more things get done. It seems obvious, yet as managers work to keep up with today s rapidly changing market, it becomes easier to focus on what matters next, instead of what matters most. Application-Focused Learning Objectives: Analyze the 6 Pillars of Alignment Identify how top performing organizations sustain outstanding performance Assess the alignment of your organization s staff Integrate the 6 Pillars into team or organizational initiatives Using the four levels of performance, identify actions needed to help improve employee performance Product includes: 1 Coach s Guide 1 Coach s Resources DVD 6 Participant Manuals This workshop requires a minimum of 6, maximum of 20 attendees. The sessions can be delivered in eight hours, or broken in two half-day sessions. The workshop is designed to be delivered by an in-house trainer; however, outside facilitation is available for an additional fee. This program is appropriate for senior management and emerging leaders in all industries

11 BOOKS REVISED Hospitality Today: An Introduction (103) Eighth Edition PRODUCT REVISED Managing Service in Food and Beverage Operations (349) Fifth Edition 2017, 14 chapters, Softbound 2017, 17 chapters, Hardbound This best-selling textbook, rich with full-color photos and illustrations, provides readers with a comprehensive introduction to the many entities that make up the hospitality industry, as well as an overview of today s hot issues, including ethical challenges and management concerns. Numerous examples, exhibits, and statistics givereaders an upto-date look at the dynamic hospitality field. The eighth edition has been updated throughout to reflect new industry trends, management practices, and the effect of technology and social media on various aspects of hospitality. New topics include: boutique/lifestyle hotels, Airbnb, global distribution systems, event technology, service and emotional labor, and Internet advertising. Author: Rocco M. Angelo, CHA, Florida International University This textbook shows readers how food service professionals create and deliver guest-driven service; enhance value, build guest loyalty, and promote repeat business; and continuously improve the process of providing excellent service. Readers will learn how every aspect of a food service operation contributes to the guest experience and will explore features of many food and beverage operations. The fifth edition includes information on the latest F&B trends such as food trucks and pop-up restaurants; extensive revisions to the menu chapter, including new information on menu trends; new material on F&B-related technology such as online ordering and restaurant apps; and new sections in several other chapters. A new overarching theme throughout the text is the concept of think and act like the owner as a management philosophy. Authors: Ronald F. Cichy, Ph.D., CHA Emeritus, CFBE, CHE, Michigan State University Philip J. Hickey, Jr., Chairman, Miller s Ale House 9

12 PRODUCT SHOWCASE BOOKS REVISED Revenue Management: Maximizing Revenue in Hospitality Operations (374) Second Edition 2017, 12 chapters, Softbound A solid understanding of revenue management s key concepts and the selective application of its most effective strategies and tactics have become mission critical for most hospitality operations. This book explores the applicability of revenue maximization strategies and their operational aspects.. The second edition has been expanded to 12 chapters. Much attention is given to the latest industry trends such as the use of social media from a revenue management perspective. Other new topics of discussion include: Big Data and market intelligence; upselling; spreadsheet design for displacement analysis; search dynamics, Google, and revenue management; and automation in revenue management. New, original case studies have been added to the end of each chapter. NEW Hotel Asset Management (676) Third Edition 2016, 21 chapters, Softbound The third edition of this book takes a look at the challenges and opportunities faced by hotels owners, lodging industry real estate professionals, and hotel company executives, with articles written by industry leaders in asset management. The articles are divided into four sections: foundations and processes of asset management real estate and the physical asset contracts and legal aspects of asset management planning and executing the hotel investment Editors: Richard E. Musgrove, CHAM, CHA; Lori E. Raleigh, ISHC; and A. J. Singh, Ph.D. Author: Gabor Forgacs, Ryerson University 10

13 PRODUCT REVISED Convention Management and Service (478) Ninth Edition 2016, 18 chapters, Softbound This best-selling textbook provides readers with the most current and comprehensive coverage of the convention industry. Readers receive a comprehensive look at conventions and meetings marketing and learn how to successfully sell to groups and how to service their business after the sale. The ninth edition includes discussions of the impact of technology, both as a tool for sales and service, and as a desired amenity for meeting and convention groups. This edition also looks at changing demographics, in particular Millennials; and the increasing influence of meeting planners on a hotel s sales and servicing strategies. The textbook includes two new sidebar features, More Online and Worth Watching, which encourage students to further explore the book s content online through articles, white papers, videos, and educational resources. The book also includes Industry Profiles and Best Practices boxes to inspire readers. Author: James R. Abbey, Ph.D., CHA, University of Nevada, Las Vegas REVISED Hospitality Industry Managerial Accounting (462) Eighth Edition 2016, 15 chapters, Softbound This textbooks includes everything readers need to gain a clear understanding of managerial accounting in a hospitality setting. Readers will learn how to make effective choices based on the numbers that reflect daily operations, develop ontarget budgets, control cash flow, and reach profit goals with the help of financial reports and other tools. The eighth edition reflects changes based on the 11th Revised Edition of the Uniform System of Accounts for the Lodging Industry that went into effect in January 2015, as well as major changes made to tax laws since the previous edition. Information on pricing and balance sheets has been updated, and industry statistics reflect the most recent 2014 hospitality data. Author: Raymond S. Schmidgall, Ph.D., CPA, Michigan State University 11

14 PRODUCT SHOWCASE ONLINE LEARNING PACKAGES MANAGEMENT COURSES Introduction to the Hospitality Industry The Lodging and Food Service Industry Hospitality Today: An Introduction Sales and Marketing Hospitality Sales and Marketing Convention Management and Service Revenue Management: Maximizing Revenue in Hospitality Operations Food and Beverage Management of Food and Beverage Operations Food Safety: Managing with the HACCP System Managing Service in Food and Beverage Operations Planning and Control for Food and Beverage Operations Managing Beverage Operations Human Resources Supervision in the Hospitality Industry Managing Hospitality Human Resources Finance and Accounting Hospitality Industry Financial Accounting Hotel and Restaurant Accounting Accounting for Hospitality Managers Hospitality Industry Managerial Accounting 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 START Skills, Tasks, And Results Training (START) provides an understanding of key responsibilities and job knowledge for the following roles: Front Desk Representative Guestroom Attendant Maintenance Employee Restaurant Server Kitchen Cook Breakfast Attendant Select titles according to your property s training needs and contact an AHLEI sales representative for details. General Management Leadership and Management in the Hospitality Industry Contemporary Club Management Understanding Hospitality Law Rooms Division Managing Technology in the Hospitality Industry Hospitality Facilities Management and Design Managing Front Office Operations Managing Housekeeping Operations Security and Loss Prevention Management 12

15 eireader. Any time. Any place. HOSPITALITY DIGITAL TEXTBOOKS 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. bit.ly/eireaderitunes bit.ly/eireadergoogleplay For additional details AHLEI at or call

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: ADV10ENGE