0

2014 - 07 July

Newsletter Header

Vancouver Hotel Becomes First Canadian Certified Guest Service Property

Vancouver Hotel Becomes First Canadian Certified Guest Service Property The BEST WESTERN PLUS Chateau Granville Hotel & Suites & Conference Centre in Vancouver, British Columbia, Canada, has earned the designation of Certified Guest Service Property from the Educational Institute. It is the first property in Canada to achieve this title.

To earn the Certified Guest Service Property designation, the Chateau Granville trained employees with AHLEI's Guest Service Gold® training program. These employees then passed the Certified Guest Service Professional (CGSP®) exam.  In all, 83 people at the 114-room downtown hotel participated in the training. 

General manager Anastasios Theodoropoulos said that becoming a Certified Guest Service Property was a way for the property to show its commitment to its guests. 

"Our management team is constantly looking for new ways to upgrade the level of customer excellence we offer to our guests. We took the initiative to inquire with Best Western International, which then recommended your certification to us," he explained.  "We strive towards continuous learning at the hotel. We feel that quality staff training and recognition are the keys to success, and accomplishing this certification demonstrates the dedication of our team on being an industry leader in customer care." 

He continued, "For staff new to the hospitality world, it was a great introduction to the meaning of high-quality customer service. It highlighted service standards needed in all mediums, and that customer service is an important practice within all departments. The training has really helped us to see the importance of the customer's perspective and we now better understand what it takes to provide great customer service." 

Mr. Theodoropoulos offered this example of an employee who used his Guest Service Gold training to save the day for a guest. 

"One of our business travelers checked out of our hotel, caught a taxi outside the hotel, and rushed off for a very important presentation.  We later received a phone call from this guest mentioning he had left one of his bags behind, which he needed for the presentation. Our bellman was just ending his shift and took a taxi to his house to grab his car for the long one-hour journey across town. Let's just say our bellman saved the day for this business traveler by arriving right on time. The guest thanked us for our dedication and amazing service."   

Recognizing moments like these helps to reinforce training and encourages all staff members to make understanding people's needs and responding accordingly the everyday practice of the hotel. 

"The Gold traits provide a strong sense of shared purpose, and are critical to driving our hotel's performance forward, making it an enjoyable place to work," said Mr. Theodoropoulus.

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 Certified Guest Service Partners Show What It Means to be Gold

New Certified Guest Service Partners Show What It Means to be Gold EI congratulates the following partner state associations and international partners that recently completed the Guest Service Gold® training and Certified Guest Service Professional (CGSP®) certification for their staff members to earn the designation of Certified Guest Service Partner. By making a commitment to earn this designation, these partners are now better able to deliver quality service to their customers and to promote and sell the program in their service areas.

Congratulations to: 

Nevada Hotel and Lodging Association (NHLA)

Illinois Hotel & Lodging Association (IHLA) 

Terenga College, Nigeria 

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 Programs Prepare HIS Bridgebuilders Clients for Jobs at Omni Dallas Hotel

Educational Institute Programs Prepare HIS Bridgebuilders Clients for Jobs at Omni Dallas Hotel HIS Bridgebuilders, a Dallas, Texas-based Christian ministry and community service agency, is using training resources from the American Hotel & Lodging Educational Institute (AHLEI) to provide a pipeline of qualified, certified hospitality workers to the Omni Dallas Hotel, a major hotel that opened in November 2011. 

"The Omni Dallas Hotel came to us and wanted to find a way to connect with people in the community to put them to work," explained Sarah Conner, director of training and human resources

for HIS Bridgebuilders.  "We developed a hospitality training program to provide them with room attendants from among our clients."

Clients of all ages and stages of life are referred to HIS Bridgebuilders by other community service agencies, including women's shelters, transitional housing, and homeless shelters.  After they are accepted, clients go through a five-week training program that includes three weeks of life skills training, one week of vocational training using AHLEI's online Train, Retain, Assess, and Certify (TRAC) programs for Guestroom Attendant and Restaurant Servers and then complete a week of job shadowing at the Omni Dallas Hotel.  The skills training also includes the opportunity to take a certification exam leading to a professional designation as a Certified Guestroom Attendant or Certified Restaurant Server.

"Having the national, industry-recognized certification adds credibility to our program," said Conner.  "The level of training and the certification also separates our clients from other job applicants." 

Hospitality trainer Julie Busse explained that HIS Bridgebuilders clients don't have to take or pass the AHLEI certification exam to get employed, but earning the certification does make a difference. 

"When one of our students earns that certification pin, they have a real sense of accomplishment," she said.  "When they receive it, something changes in their mind-they have something to be proud of."

When program graduates first go to work at the Omni Dallas Hotel, they are technically on the payroll of BB Community Staff Services, which is part of HIS Bridgebuilders.  They receive on-site job coaching and assistance making the transition to full-time employment.  After 90 days, Omni may extend a job offer to the client.  HIS Bridgebuilder graduates are the first in line when job openings become available.

"Some of the first associates we hired in the fall of 2011 came from HIS Bridgebuilders," said Barbara Doucet, director of human resources for the Omni Dallas Hotel.  "They started their hospitality program based on our opening need for room attendants and have since expanded to multiple positions, including laundry, steward, front desk, and PBX." 

The hotel has provided assistance to the workforce program by setting up a mock hotel room, showing clients the rooms, providing guest speakers, and offering on-site training.  To learn more about this partnership, view this inspiring video:  http://vimeo.com/50317820
"So far, 115 HIS Bridgebuilders clients have come to work for us.  We currently have 35 of their graduates on-property, and some of them have been with us since pre-opening," Doucet said.  

HIS Bridgebuilders offers nine hospitality training sessions each year, with 10 to 15 students in each class.  The class schedule mimics a full-time job, so clients can get accommodated to the responsibility of going to work every day and working for eight hours.  Students receive bus passes to help them get to class, and also receive a mentor who helps them for a year after they complete the training program.

"HIS Bridgebuilders is an amazing organization," said Doucet.  "It's important to us as a hotel to be a community partner and to give back to our community. Our relationship with HIS Bridgebuilders gives us a way to do that by providing people with jobs and benefits."

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 Introduces Hospitality Training Model in Balkans

Educational Institute Introduces Hospitality Training Model in Balkans The Educational Institute (EI) is once again working with USAID to replicate its Egyptian Cascade Training model for hospitality, this time in the Balkans, for the countries of Serbia, Macedonia, and Bosnia & Herzegovina.  The first phase of this project, funded by USAID, took place in Belgrade, Serbia in June, where the Serbian Convention Bureau played host to trainer Jennifer Calhoun, MBA, CHE, who conducted a Certified Hospitality Trainer (CHT®) training seminar as well as EI product knowledge programs for the chosen participants from the three countries.  

The project also established new international partners with the hotel associations and chambers of commerce from Serbia, Macedonia, and Bosnia & Herzegovina.  These partners will manage the newly-trained team and oversee future training programs designed to improve the professional level of service and increase tourism competitiveness for the region.

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 Welcomes New Partner School in India

RITEE School India The Educational Institute (AHLEI) recently signed a partner agreement with the RITEE Institute of Hotel Management, which becomes AHLEI's first partner school in the state of Chattisgarh, in the city of Raipur. 

Dennie Matthews (pictured center), AHLEI's chief managing officer for India, met in mid-June with Avdesh Shukla, principal (right) and Shailendra Jain, owner (right). The school is a 20-year-old institution, known for its technology and engineering programs.  For the first time, they are venturing into hospitality education and they have partnered with AHLEI for the curriculum and academic certificates.

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.

Training Director’s Job: To Help People Excel

Training Director's Job: To Help People Excel Scott Doggett has loved hospitality ever since he was a kid riding hotel elevators for fun on family vacations.  Today, he finds the same thrill in helping employees excel in their careers and showing them how to make lasting memories for the guests they serve. 

Doggett is the Senior Director of Training and Organizational Development for Orange Lake Resorts, home to Holiday Inn Club Vacations based out of Kissimmee, Florida. He is the founder of the brand's "Academy of Learning and Development" and leads a team responsible for learning and development for the entire organization.

Doggett got into the hospitality industry by following his mother's suggestion to explore it as a career back when he was in eighth grade.  His love of putting on parties, being with people, and creating memories led him to consider hospitality as a college major.  He enrolled at Johnson & Wales, where he said "every class, every lab, every experience got me more excited about getting into the industry." Being awarded an American Hotel & Lodging Educational Foundation (AH&LEF) scholarship in his junior year further confirmed his decision to pursue hospitality. 

After graduating in 1996, Doggett's first job after college was as a front office manager with Marriott Vacation Club in Hilton Head, South Carolina. After a few years and with his eye set on becoming a general manager one day, Doggett knew he needed to learn a new part of the business and decided to go into food & beverage.  He became director of banquets at a Hyatt Regency Resort.

By the time was 26, he landed his first general manager position, at a full-service Holiday Inn in Connecticut.  "My front office and F&B experience really helped prepare me. Looking back, I wish I'd spent a couple of years in housekeeping before accepting my first general manager position," he stated.  "That would have been a valuable addition to my development and would have prepared me even more for the challenge." 

From there, he served as general manager at several resorts with Wyndham Vacation Resorts (timeshare) in great locations such as Newport, Rhode Island; Bermuda; and the Berkshires. While he loved being a GM, he found a passion for training throughout his career journey and when Doggett and his wife had their first child, he realized that it was time to make the change. He wanted to pursue his passion and also improve work-life balance for his family. 

"Wyndham knew that I had a passion for training and gave me an opportunity to shift career tracks," Doggett said.  "I had to learn a whole new skill set- adult learning, facilitation skills, instructional design. I love being able to help people develop new skills and to see their progress." 

For the past six years, he has led the training and development efforts for Holiday Inn Club Vacations. He helps to identify organizational gaps and determine what people need to work on to fill those needs.  He notes that in the past few years, training has become more accepted as a hospitality discipline. 

"Training and talent development have gone from being something that is nice to have, to being a key strategy for companies, especially those in growth mode," he said.  "It's become a priority at the executive level." 

Most of all, he said, training is about helping people discover their strengths and their place in the industry.  

"Hospitality is such a fun industry; no day is ever the same," he said.  "There are opportunities to advance quickly and there are so many places you can go.  We have the BEST job-we get to create memories and experiences that people will remember for a lifetime.  That's something to take pride in."

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.

Coming Soon: New Certification in Hotel Industry Analytics Shows Hoteliers How to “Do the Math”

The American Hotel & Lodging Educational Institute (AHLEI) and STR have collaborated on a new professional designation, the Certification in Hotel Industry Analytics (CHIA). The Certification in Hotel Industry Analytics is the only hotel-related certification for industry professionals focused on analytics. It provides recognition that the holder has a thorough knowledge of the foundational metrics, definitions, formulas, and methodologies used by the hotel industry. 

Core content areas for the CHIA include:

- Hotel Industry Analytical Foundations
- Hotel Math Fundamentals
- Property Level Benchmarking (STAR Reports)
- Hotel Industry Performance Reports

 

Preparation for the certification is done through an online program that includes quiz questions to help candidates gauge their comprehension and target their preparation activities. The online training materials include case scenarios, sample reports, industry "tricks of the trade," analysis examples, quizzes, discussion questions, and application exercises. Content is global in scope. 

Steve Hood, senior vice president of research for STR, has conducted CHIA training sessions around the globe for both academic and industry groups. In March, he presented the program to a group of industry professionals in London, England. In the United States, 64 managers from Best Western International in Phoenix, Arizona, were the first to pilot the industry version of the CHIA. Groups from Carlson Rezidor and Intercontinental Hotel Group went through the training earlier this year, as did a team of 55 La Quinta owners, general managers, and revenue managers. These managers spent extra time during a conference held in Hawaii to participate in a full day of in-depth analysis of understanding all aspects of every STR report.  

"Our attending group were hotel veterans, not students. Day in and day out, one of their most important functions is to be better than their CompSet in every measurable aspect, as in turn, guests will see the results and become loyal to you.  They not only learned how to read these reports accurately and correctly, but have a full understanding of all of the components that drive the numbers, where to concentrate on making those numbers more favorable, and how to predict future results based on historical practices," explained Oliver Evancho, vice president, franchise & development administration, LQ Management LLC, La Quinta Franchising LLC. 

 "With the leadership instructional teams of Steve Hood and Duane Vinson from STR, our group mastered the course with logic, skill, attention, and humor," he continued. "These properties show the greatest percent improvement in the past 90 days than those that did not attend.  While I believe this is something needed for all hoteliers out there, let's just finish up on the remaining ones in this brand first so that we can get a jump on the others."

The CHIA is a knowledge-based certification with no "time in position" requirement. After enrolling, candidates have six months to complete the online coursework and complete the 50-question exam. Those who achieve a score of 70 percent or higher will earn the certification. While preparation can be done individually, one- and two-day facilitated training workshops are available for an additional fee.  

"I've been incredibly surprised at the response to having a certification focused on analytics and the STAR Report, from both schools and the hospitality industry," said Hood. "Everywhere we go around the world, people are excited about understanding the metrics used by the hotel industry and learning how to better analyze industry 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.

What Our Customers are Saying

 
1 references found on this page:
	<asp:ScriptReference name="MicrosoftAjax.js"/>

Download composite script: debug version release version