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2014 - 04 April

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Bahamian High School Students Go for the Gold

Bahamian High School Students Go for the Gold Ten students from the hospitality department of Jack Hayward High School in the Bahamas received the designation of Certified Guest Service Professional (CGSP®) in a March 17 ceremony at their school, after completing the Educational Institute's Guest Service Gold® training program in December. This is the first and only school in the Commonwealth of the Bahamas to have its students complete the EI guest service training program and certification.

"One of the cries of the tourism industry is that we lack customer service skills and we have become complacent about the tourists who have come to our shore," said Mr. Gailey Williams, hospitality instructor. "This program seeks to help correct some of these issues, starting from the high school level."  

Mrs. Janet Forbes, dean and head of the hospitality department, said that she is pleased with the new and improved program and expressed her appreciation for the students' accomplishment. These students will also sit for the Bahamahost exam, the signature program offered by the Bahamas' Ministry of Tourism, which also focuses on customer service. 

Industry supporters at the certification ceremony at Jack Hayward High School included officials from the Ministry of Tourism, Ministry of Education, and the Bahamas Hotel Association, as well as representatives from the Grand Lucayan and the Pelican Bay Hotel. 

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.

Top High School Hospitality Students Gather in Orlando for Competition

Top High School Hospitality Students Gather in Orlando for Competition If you could be in Orlando, Florida, right now, you would be able to feel the incredible excitement-not of the tourists, but of the 12 teams of high school students who are arriving to compete in the 11th annual Hospitality and Tourism Management Program (HTMP) International Competition!  These young people represent the best and brightest hospitality students in the world and they've got their sights set on winning bragging rights, scholarship money, and the opportunity to attend the International Hotel, Motel, & Restaurant Show in New York this fall.

This year's teams represent: Grand Bahama Island, Bahamas New Providence Island, California, Florida, Hawaii, Idaho, New Hampshire, Ohio, Oklahoma, Texas, Washington, D.C., and Wyoming. The host hotel for the competition is the Buena Vista Palace Hotel & Spa in the Walt Disney World® Resort. 

The students will be competing for scholarships provided by the following:  American Hotel & Lodging Educational Foundation (AH&LEF), Florida International University, Johnson & Wales University, San Diego State University, Sullivan University, and University of Maryland Eastern Shore. 

This year's competition sponsors include: HCareers, Heartland Payment Systems, the American Hotel & Lodging Educational Foundation, Best Western International, Central Florida Hotel & Lodging Association, and Lodging Magazine. 

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.

Partner State Association Representatives Trained to Deliver Guest Service Gold®

AHLEI conducted a Train the Trainer webinar for Guest Service Gold® session recently for partner state associations that want to sell and facilitate the program to hospitality operations in their states. Staff members from hospitality associations in the following states are now trained and able to facilitate the delivery of Guest Service Gold and proctoring of the Certified Guest Service Professional (CGSP®) exam.

Arizona
California
Florida
Illinois
North Carolina
Oregon
Rhode Island
Tennessee
Washington, D.C.

Gold Training Goes Global

Gold Training Goes Global The Educational Institute's Guest Service Gold® training program, which leads to the Certified Guest Service Professional (CGSP®), is enjoying great popularity among hospitality operations and academic institutions around the world. Recent training sessions have included:

Hotel School Riga in Riga, Latvia, where a group of 30 students and industry professionals engaged in lively discussions and role plays of the seven traits of guest service. 

Keys Hotel Whitefield Bengaluru in Bangalore, India, which hosted a Guest Service Gold training and CGSP exam session for 26 participants representing 14 area properties, including five Keys Hotels locations.  Keys Hotels will be hosting another Guest Service Gold training in April, this time in Pune, India. 

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.

Educational Institute Honors 2014 Leaders in Hospitality Training and Education

Every year, the Educational Institute recognizes individuals who have made outstanding contributions to hospitality education and training, either as teachers, students, or industry professionals who ensure that training is a priority for their employees.

Richard M. Kelleher, principal and founder, Pyramid Hotels Group, is the 2014 recipient of the Arthur Landstreet Award, named after the Tennessee hotelier who founded the Educational Institute. Pyramid has been providing EI's online learning resources to its hotels and employees for more than a decade.  Back in 2004, they were an early adopter of EI's CourseLine® elearning delivery system, and the first management company to adopt and offer all of EI's online offering to employees.  This online learning has been incorporated into Pyramid's corporate university, which serves more than 8,000 associates in the United States and the Caribbean.  

Robert M. O'Halloran, Ph.D., CHA, professor and director of the School of Hospitality Leadership at East Carolina University, is the 2014 recipient of the Anthony G. Marshall Award, presented to an individual who has made significant long-term contributions to the hospitality industry in educating future leaders.  O'Halloran is the chair of EI's Certification Commission, a member of the Training & Education Advisory Council, and a Certified Hospitality Educator workshop instructor who has traveled the world on EI's behalf to prepare educators for their certification exams.  He also holds positions on the North Carolina Travel and Tourism Board and the board of directors of the North Carolina Restaurant & Lodging Association.  

EI awards the Lamp of Knowledge to individuals who demonstrate extraordinary commitment to advancing the quality of professionalism and education in the hospitality industry.  This year's honorees are:  

Outstanding Educator (International): Ahmad Shafiq, CEO, College of Tourism and Hospitality Management, Pakistan. 

Outstanding Educator (U.S.): John Nagy, instructor, Pittsburgh Technical Institute, Pennsylvania. 

Outstanding Educator (High School): Janelle Cambridge-Johnson, instructor, Anatol Rodgers High School, Nassau, Bahamas.  

Outstanding Student (Distance Learning): Chef Martin Sperber, consultant and executive chef, Egypt. 

Three high school instructors were recognized as Teachers of Excellence for their work in going above and beyond the textbook to bring the hospitality industry alive for their students: Carl Schmidt, Monta Vista High School, Cupertino, California; Michelle Aldrich, Triumph High School, Cheyenne, Wyoming; and Patricia Novalis, Mid-Florida Tech, Orlando, Florida. 

Joseph R. Kane Jr., CHA, retired group president of Wyndham Hotel Group and president/CEO of Days Inn Worldwide, and Steve Rushmore, CHA, founder of HVS, were honored with the title of CHA Emeritus. The Emeritus honor is presented to select individuals who hold the designation of Certified Hotel Administrator (CHA®) after a career of distinguished contributions.

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.

Hotel Industry Groups Pursue New Certification in Hotel Industry Analytics

Hotel Industry Groups Pursue New Certification in Hotel Industry Analytics What could keep 55 La Quinta general managers, revenue managers, and corporate staff members indoors for eight hours on a beautiful day in Kona, Hawaii?  The group was among the first in the hospitality industry to pursue the Certification in Hotel Industry Analytics, offered jointly by the American Hotel & Lodging Educational Institute (EI) and STR (Smith Travel Research).  The La Quinta managers had prepared with online training materials that included case scenarios, sample reports, industry "tricks of the trade", analysis examples, quizzes, discussion questions, and application exercises.  

The session, which was facilitated by STR's Steve Hood and culminated with the group sitting for the CHIA certification exam, took place prior to La Quinta's annual conference.  "The response was incredible," said Hood.  "La Quinta is making plans to offer the training to all of the GMs in the fall." 

Hood also conducted in-person training in early March with the STR Global staff in London, England. Ten staff people participated in the training and all have successfully passed the online exam to earn the CHIA certification.  

"This is definitely a must-do course for every hotel industry professional. It provides a clear understanding of the global hotel industry as well as useful analytical tools and tips on hotel's performance. I really enjoyed the course!", said STR Globals' Javier Serrano. 

STR's London team was the official group of industry professionals in Europe to complete the CHIA certification.  In the United States, 64 managers from Best Western International in Phoenix, Arizona, were the first to pilot the industry version of the CHIA, which was introduced to college and university hospitality programs in 2012. 

The Certification in Hotel Industry Analytics is the only hotel-related certification for industry professionals focused on analytics.  Core content areas for the Certification in Hotel Industry Analytics include:

- Hotel Industry Analytical Foundations
- Hotel Math Fundamentals, the metrics used by the Hotel Industry
- Property Level Benchmarking (STAR Reports)
- Hotel Industry Performance Reports

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.

New Edition of Uniform System of Accounts for the Lodging Industry to be Available in Print and Digital Versions

The American Hotel & Lodging Educational Institute (EI) will begin taking pre-orders for the Eleventh Revised Edition of the Uniform System of Accounts for the Lodging Industry (USALI) on April 18.  The popular financial manual will be available for the first time in a digital format (coming in late April) as well as in print (available late May).  The publication is a joint effort of the Hotel Association of New York City and the  Financial Management Committee of the American Hotel & Lodging Association (AH&LA), with funding from Hospitality Financial & Technology Professionals (HFTP).

The USALI is periodically revised to reflect changes in industry practice and to address issues that arise as the industry develops. Examples of contemporary industry issues and practices considered and addressed in this Eleventh Revised Edition include, but are not limited to, the following:

- Technology updates
- Sustainability
- Globalization
- New terminology
- Cluster services
- Distribution channels
- Enhanced ratio analysis

The print version of the book will be packaged with a keycode that enables readers to access and download Excel templates of all financial statements and supporting schedules, as well as a searchable Revenue and Expense Guide. These will also be available to those who purchase the digital version of the book.  

Every section of the Uniform System of Accounts for the Lodging Industry has been updated to reflect the latest practices for recording financial information.  There are new categories, changes in where specific items are recorded, and additional guidance on issues such as recording of surcharges, service charges, and gratuities; the handling of revenues and expenses associated with mixed-ownership lodging facilities; the handling of gift certificate revenue; and the handling of equipment rental, unique municipal charges, and various employee housing expenses.  Part III, formerly titled "Ratios and Statistics," has been renamed "Financial Ratios and Operating Metrics" in recognition of the importance of operational and financial analysis.

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.

New GAP in Spain Offers "Boutique" Hospitality Education

New GAP in Spain Offers Boutique Hospitality Education HEC Marbella, the Educational Institute's new Global Academic Partner (GAP) in Spain, calls itself a "boutique of excellence" and offers students an educational approach based on flexibility, personalized service, and interaction.  Like a boutique hotel, the school's atmosphere is "chic, small, and intimate," according to founder Stéphane Demaeght de Montalay, CHE.

HEC Marbella students say, "Here, we are not numbers but persons with names and futures. We feel that someone is taking care of what we can and will be in the future.  Teachers and their methods are the keys of this concept. We do not only have theory, we are also confronted with real case studies and real ways of acting." 

The school, the first EI partner in Spain, offers EI's 12-course programs in hospitality management and food and beverage management, as well as the 16-course "dual diploma."  The school also offers the Certification in Hotel Industry Analytics (CHIA) and the Certified Hospitality Revenue Manager (CHRM) designation to students in the BBA and MBA programs. As an outreach to professionals in Spain's hospitality industry, the school will also offer many of EI's professional certifications, such as the Certified Hotel Administrator (CHA®), Certified Food and Beverage Executive (CFBE®), Certified Hospitality Supervisor (CHS®), and Certified Guest Service Professional (CGSP®). 

"As managing director and head lecturer of HEC Marbella, I am very proud to be the first Global Academic Partner of EI in Spain," said Demaeght de Montalay.  "Like Lafayette did two centuries ago, we want to mix the best of Europe and the United States.  We are offering to Spain hospitality education with old European savoir faire and savoir vivre and with American efficiency." 

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.

Pulaski Technical College Offers State-of-the-Art Culinary and Hospitality Education

Pulaski Technical College Offers State-of-the-Art Culinary and Hospitality Education Pulaski Technical College's Culinary Arts and Hospitality Management Institute (CAHMI), located just outside Little Rock, Arkansas, provides students with outstanding educational opportunities in hospitality, culinary arts, baking and pastry arts, wine studies and mixology. The two-year school features a new 60,000 square-foot facility with cutting-edge equipment, technology, and industry advancements to give students hands-on experiences such as might be found at larger, four-year hospitality programs.

The school uses EI textbooks in its food and beverage management and resort courses, and offers students access to EI's CyberCinema® video subscription service. 

"Especially when we teach housekeeping skills, CyberCinema® provides students who are visual learners with step-by-step demonstrations of tasks and procedures," explained Renee Jeffery Smith, CHE, director. "It adds to the students' understanding to be able to see what's going on and to be able to view videos multiple times."  

Smith said that most students enter the CAHMI to complete a culinary degree, but many then choose to switch to hospitality management or to add it to their culinary program.  

"Hospitality is a 'discovery' major," she said.  "Students don't know about it at first, but once they realize how much it has to offer, they get interested. A lot of our students earn their associate's degree in culinary arts, then stay an extra couple of semesters to add an associate's in hospitality." 

Smith said that the school receives many phone calls from employers looking for interns and employees.  "Hotels, CVBs, state parks, attractions-all are looking for our students.  They have no problem finding jobs."  She added that the school takes students to the Arkansas Hospitality Associations' fall trade show each year, because it opens the students' eyes to how large and diverse the industry is.  She noted that both the state association and the American Hotel & Lodging Educational Foundation (AH&LEF) have been generous with scholarships for Pulaski Tech students.  

 "As director of Pulaski Technical College's Culinary Arts and Hospitality Management Institute, I am delighted when students choose our programs to further their education.  AH&LEF is an important partner by providing scholarships to our students that enable them to continue their education. We are all about 'Student Success' and making sure our students have a sound educational foundation and employment opportunities as they pursue their dreams!" said Smith. 

Todd Gold, dean of the Pulaski Technical College Culinary Arts and Hospitality Management Institute, noted that the school is working to provide opportunities for students who are just beginning their college education and for those who want to continue their education after graduating from Pulaski Tech. 

"We have formed a partnership with a four-year university that will allow us to offer a bachelor's degree in culinary management starting in the fall of 2015. This partnership also allows us to offer student residential living opportunities for students coming in from out of state," he stated. "Also, for high school students who are in a curriculum through ProStart, Skills USA, or EI's Hospitality and Tourism Management Program (HTMP) or Lodging Management Program (LMP), we offer a tuition-free option if they graduate from their high school program with a B average or higher, and maintain a B average here at the college." 

Finally, Pulaski Tech is using EI's Skills, Tasks, And Results Training (START) workforce curriculum as part of its new hospitality and culinary training program for adults with developmental and learning disabilities.  The 3D Program launched in fall 2013 and offers yet another path to hospitality employment for students in central Arkansas. 

To learn more about the exciting things going on at Pulaski Technical College, visit www.pulaskitech.edu. 

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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