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2013 - 02 February

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Customized Textbooks Benefit Professors and Students

custom textbooks 2013 newsletter National Center for Hospitality Studies led to a course that included housekeeping, maintenance, and front office, associate professor Dawn L. McGiffen, CHA, CRDE, CHE, CHS, turned to the Educational Institute for a Customized Textbook. Working with an AHLEI academic account executive, she chose chapters from three different AHLEI books to create a single publication that reflected the content of the class.

"The three AHLEI texts for front office, housekeeping and property operations maintenance developed into a customized text is excellent. We selected the content that would provide the operations of each department and the importance of their working relationship of the hotel," said McGiffen. "There are so many new specialized businesses in our industry and a customized textbook allows universities and instructors to tailor the content to prepare our students in many types of properties."

Customized textbooks can have any number of chapters-from a two-chapter supplement to a multi-volume text. In addition to chapters from AHLEI textbooks and supplemental textbooks, professors can add their own non-copyrighted materials, then arrange the materials in a way that makes sense for their syllabus. The Customized Textbook's cover includes their name and the name of their course-it's unique to that instructor and school.

Anthony Agbeh, a hospitality instructor at Southern Illinois University said that while he likes how easy the process is to create a Customized Textbooks, his students most appreciate the savings. "I do not have to have two to three textbooks for a course. The students like that because it is cost effective, and they don't have to buy two books. It is one-stop shopping," he explained.

Customized Textbooks chapters are $6 each, and there is a minimum initial order of five books. Because the books are created to each instructor's specifications, Customized Textbooks are nonreturnable.

For more information:

eMail: academics@ahla.com | Phone: 800.349.0299 or +1.517.372.8800+1.517.372.8800

Published: Feb. 2013.


About the American Hotel & Lodging Educational Institute
Established in 1953 as a nonprofit educational foundation of the American Hotel & Lodging Association, the Educational Institute's mission is to continue being the preferred provider to the lodging industry, hospitality schools, and related hospitality industries by developing and providing quality resources to train, educate, and certify hospitality professionals worldwide.

AHLEI Played Role in Staff Development Efforts at Opryland Hotel

Dr. Mark Clark 2013 Newsletter Dr. Marc Clark, CHA, president and CEO of M. Douglas Clark & Associates and one of AHLEI's Certified Hospitality Educator (CHE) instructors, shared these thoughts on the occasion of AHLEI's 60th anniversary.

60 years in a leadership position is quite an accomplishment for any organization. I first became aware of the Educational Institute while holding the position of Director of Training for the Opryland Hotel, located in Nashville, Tennessee back in 1985. Jack Vaughn, then general manager and industry icon, was a visionary and strong supporter of staff development and the educational resources available through the Institute.

We achieved two remarkable accomplishments with the support of AHLEI's staff and resources:

Opryland Hotel was the first hotel/convention property to hold more than 20 professional certifications at a single location at the same time (CHA's, CHRE's, CRDE's, CFBE's, CHHE's, etc.) and the hotel established the largest AHLEI Chapter (in size of membership and community participation) in the country.

Personally, I'm proud to be a CHA-3 Diamond. The Institute has had a powerful influence on my personal and professional growth over the past three decades and is a wonderful organization to be associated with.

Congratulations, AHLEI administration and staff personnel, for your commitment to enhancing education and the level of professionalism you bring to the industry. Hats off to your 60-year celebration!

Published Feb. 2013

About the American Hotel & Lodging Educational Institute
Established in 1953 as a nonprofit educational foundation of the American Hotel & Lodging Association, the Educational Institute's mission is to continue being the preferred provider to the lodging industry, hospitality schools, and related hospitality industries by developing and providing quality resources to train, educate, and certify hospitality professionals worldwide.

Guest Service Gold Continues to Make Global Impact

Haaga Helia 2013 Newsletter AHLEI's Guest Service Gold® training program and Certified Guest Service Professional (CGSP®) certification continue to provide hospitality students and employees with the skills needed to deliver amazing guest service.

NYLO Hotels became the first brand to have all of its properties earn the Certified Guest Service Property designation after training employees at its four hotels: NYLO Plano at Legacy, NYLO Dallas/Las Colinas, and NYLO Dallas South Side (all in Texas); and NYLO Providence Warwick (in Rhode Island).

The hospitality programs at Cheyney University in Cheyney, Pennsylvania; Ivy Tech Community College in Bloomington, Indiana; Universidad San Ignacio de Loyola, S.A., in Lima, Peru; and Haaga-Helia University of Applied Science in Helsinki, Finland, have all begun teaching their students with Guest Service Gold.

In addition, AHLEI also conducted a train-the-trainer workshop for an instructor at Haaga-Helia who will serve as the main Guest Service Gold trainer in the Helsinki region and provide AHLEI's Guest Service Gold training to industry professionals in the future.

As part of its new 2013 tourism and hospitality training scheme, the Ras Al Khaimah Tourism Development Authority (Ras Al Khaimah TDA) in Saudi Arabia presented Guest Service Gold training and the CGSP exam to 25 participants. It was one of five major courses for employees of tourism entities in the emirate aimed at improving and upgrading the quality of service within hotels as well as tour operators and destination management companies.

Victor Louis, Chief Operating Officer, Ras Al Khaimah Tourism and Development Authority said: "Through this new tourism training scheme we are providing exclusive training solutions for the tourism sector to ensure that Ras Al Khaimah tourism industry continues its premium development with world-class people involved at all levels."

Published Feb. 2013


About the American Hotel & Lodging Educational Institute
Established in 1953 as a nonprofit educational foundation of the American Hotel & Lodging Association, the Educational Institute's mission is to continue being the preferred provider to the lodging industry, hospitality schools, and related hospitality industries by developing and providing quality resources to train, educate, and certify hospitality professionals worldwide.

EI Interviews Rodger Powell of Tourism Accommodation Australia

Rodger Powell small 2013 newsletter The Educational Institute recently spoke with Rodger Powell, Managing Director of Tourism Accommodation Australia (TAA), the division of the Australian Hotels Association that represents the majority of Australia's leading hotel chains as well as independent accommodation providers via its membership. TAA leads in advocacy, industrial relations support, industry education, industry research and analysis, and has offices in every state and territory.

Q: Visitation to Australia has increased in spite of the decline associated with the global financial crisis. Australia is now the first country to offer electronic passports and visas. How will this move impact tourism over the next year? The next five years? How is the Australian hospitality industry preparing to meet this increased demand?

A: The global financial crisis has had a significant impact on Australian Tourism. Whilst international visitor numbers have increased, especially from China and the USA, the domestic tourism market (which is 70% of the total) has been flat and seen reducing length of stay and yield. At the same time the significant strengthening of the Australian dollar has allowed Australians to travel offshore (particularly to the USA) in the greatest numbers ever. The result has been a patchwork of performance with capital city corporate hotels performing well off the back of Australia's mining boom, but some resort and leisure destinations with a reliance on the domestic market struggling.

The introduction of electronic passports and visas, together with 'smart gates' at airports for frequent visitors, is intended to make Australia more accessible and easier (more welcoming) to do business with. These initiatives have been well received by travelers and further investment is planned to extend these globally competitive programs. Australia's greatest growth is forecast to come from our neighbor China. To this end, Australian hotels have invested in excess of a billion dollars since the global economic crisis in renewing accommodation stock and in many areas new hotels are being built. Programs to ensure hotels are 'China ready' have been initiated by hoteliers, the government and by private sector training organisations. These programs include the provision of Chinese specific in-room items, foods, translated menus and directories, Chinese speaking staff and cultural awareness training programs. Australia is actively seeking off-shore investors in order to develop new accommodation stock to meet forecast demand.

Q: What are the current skills and labor issues challenging the continued success of the Australian tourism, travel and hospitality industries?

A: Australia enjoys high levels of employment and although Australian hospitality workers are highly paid by international standards, the hospitality sector has strong competition for labor from sectors such as mining and from the more socially-palatable industries that work 9.00 to 5.00 Monday to Friday. A recent study undertaken for the Australian Federal Government has indicated that there are currently in excess of 30,000 open jobs in hospitality in Australia and that this number will rise to 50,000 by 2020. Equally there are shortages of skilled employees such as hotel managers, chefs and cooks.

Q: What measures will Tourism Accommodation Australia (TAA) take to successfully tackle some of these challenges?

A: TAA is working closely with industry and governments on a variety of fronts to address these challenges. Lobbying the federal government to add hotel managers, chefs and cooks to the immigration skilled occupation list (a list which gives preference for visas to individuals with those skills) is one initiative. Extending the working holiday maker visa conditions that would allow young foreign travelers to work in Australia for longer than the currently permitted 6 months is another. Our primary objective in regards to Immigration is to persuade government to create a new category of visa for temporary workers that would allow people from other countries to work in our industry for two years. On other fronts, we are working with governments to get people who want to work back into the workforce. Programs for older people and those with a range of disabilities or training needs are actively being worked on.

Most importantly is raising the profile of the hospitality sector generally by increasing individual employee's skills and the transportability of their qualifications from one employer to another. TAA's partnership with the American Hotel & Lodging Educational Institute (EI) is critical to this task. TAA has just launched EI's CHA program in Australia and is working with EI to get more of EI's high quality hospitality training products into the Australasian marketplace as quickly as possible. The fledgling relationship with EI is a cornerstone of our industry education strategy. Recognising that we live increasingly in a global village, it is vital that we can deliver globally recognised accreditation programs to our members and their employees and that they individually have a path to build their own careers via industry led and accepted accreditation. We are excited by the opportunities provided by EI and to be working with CEO Robert Steele and his very professional and expert team and we look forward to a long and successful relationship.

Published Feb. 2013.

About Rodger Powell:
Rodger Powell's 30-year management career includes senior management and executive roles with a number of the hospitality industry's largest multi-nationals such as Hilton, Bally, Southern Pacific Hotels (now I.H.G.) Best Western and Lion Nathan. He has served in a variety of sectors including Leisure, Tourism and Hospitality, Gaming, Information Technology, Aerospace and Agriculture, working on four continents.

Powell is also Chairman of Otway Pork, Inland NSW Regional Tourism and Adventure Aerospace P/L and former Chairman of BIG4 Holiday Parks. He is a Director of Baseball NSW, the Sydney Blue Sox, Sunshine Coast Destination marketing, St Andrews Cathedral School and Gawura Foundations; and Deputy Chair of the University of NSW School of Business, Services Marketing Industry Advisory Group.

About the American Hotel & Lodging Educational Institute
Established in 1953 as a nonprofit educational foundation of the American Hotel & Lodging Association, the Educational Institute's mission is to continue being the preferred provider to the lodging industry, hospitality schools, and related hospitality industries by developing and providing quality resources to train, educate, and certify hospitality professionals worldwide.

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