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2017

GSG Tourism cover

Orlando, Florida, April 2017-The American Hotel & Lodging Educational Institute (AHLEI) has customized its Guest Service Gold® training program with a tourism focus, featuring real-life stories from Oregon tourism organizations. The project is a collaboration between AHLEI and the Oregon Restaurant & Lodging Association Education Foundation (ORLAEF), with the sponsorship of Travel Oregon .

The new Guest Service Gold® Tourism-Oregon Edition is the next step in a relationship that began in the fall of 2015, when ORLAEF signed an agreement with Travel Oregon to be the customer service training provider for the state's travel and tourism industry, using AHLEI's Guest Service Gold® and the Certified Guest Service Professional (CGSP®). Since then, 420 Oregon industry members have been CGSP certified.

"We are very pleased to serve our hospitality partners' needs by creating a new expanded version of the guest services curriculum," said Wendy Popkin, ORLA Education Foundation Executive Director. "We appreciate the collaboration with AHLEI and Travel Oregon's sponsorship so that we could take our concept to reality, and we are excited that it features our state's own employees representing such a diverse cross-section of our tourism industry. We believe that the use of the curriculum will help provide a common language and platform for our state's tourism employees with tools that will enable them to create positive and lasting memories for our visitors."

"We appreciate ORLA Education Foundation's leadership in delivering a program that enhances the Oregon experience by pairing it with exceptional guest service principles," said Todd Davidson, Travel Oregon CEO. "Outstanding customer service can transform a guest's ordinary experience into a treasured memory. We believe that every single guest in Oregon should be treated to the best customer service in the country, which the latest version of Guest Service Gold® will help to achieve."

Segments in the tourism-focused Guest Service Gold® feature the following Oregon tourism entities:

  • Recovery: Turn it Around --Theory Restaurant at the Oregon Museum of Science and Industry (OMSI)
  • Personalization: Provide an Individualized Experience-Timberline Lodge and Ski Area
  • Knowledge: Be in the Know-Sheraton Portland Airport Hotel
  • Passion: Inspire Others-St. Josef's Winery
  • Commitment: Be All In-Portland International Airport
  • Inclusion: Include Everyone-Oregon Convention Center
  • Personality: Be Yourself-Travel Oregon State Welcome Center

 Victor Arguelles, Manager of Learning and Development for AHLEI, said that the Oregon tourism-specific edition of Guest Service Gold® is "born in hospitality and comes alive in tourism. The goal is to have a seamless guest experience from the time a visitor lands in the airport in Portland to the time they check out of their hotel, and every step along the way. We want everyone who interacts with them to be committed to delivering the best service experience possible."

Since AHLEI introduced Guest Service Gold® Making Connections in 2011 and Guest Service Gold® Golden Opportunities in 2015, more than 37,000 individuals have completed the training, with more than 34,000 earning the Certified Guest Service Professional (CGSP®) designation.

For more information on the Oregon program see www.OregonRLA.org/OrGuest .

 

About the American Hotel & Lodging Educational Institute (AHLEI)
Established in 1953 as the nonprofit education and training arm of the American Hotel & Lodging Association (AHLA), AHLEI'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 educate, develop, and certify hospitality professionals worldwide.

UNI of Santo Tomas

Orlando, Florida, April 2017-The American Hotel & Lodging Educational Institute (AHLEI) has honored The Pontifical and Royal University of Santo Tomas (UST) in the Philippines as the first academic institution in the world to be recognized as a Certified Guest Service Property. The designation is awarded to organizations that have made a commitment to train their people with AHLEI's Guest Service Gold® program and certify individuals as Certified Guest Service Professionals (CGSP®).

The university's College of Tourism and Hospitality Management (CTHM) certified faculty members, staff, and students who work in the university's on-site hotel. UST has committed to offering the training and certification five times a year to ensure that all hospitality graduates earn the certification. Earning the Certified Guest Service Property designation is one of many steps UST is taking to ensure that the school is globally competitive.

The award ceremony was held in the Rector's Hall in UST's main building on March 24. Special guests at the event included Ms. Aliza Totayo, Commercial Attaché of the International Trade Administration of the Embassy of the United States of America; and Francinne San Juan and Machi Borja, respectively, General Manager and Director of Asia World Hospitality , AHLEI's global partner in the Philippines.

Very Rev. Fr. Herminio V. Dagohoy, O.P., Ph.D., Rector (UST) mentioned in his acceptance speech that "The university likewise continues to strengthen degree programs in order to facilitate academic mobility for both faculty members and students. This will help develop their competencies by exposing them to best practices in the world." He also acknowledged the thorough and sincere efforts of all the college personnel whose assistance made the achievement possible.

The University of Santo Tomas is one of several academic institutions in the Philippines working with AHLEI to enhance their hospitality programs through professional certification. In the summer of 2016, the school was one of three to host a Certified Hospitality Educator (CHE®) workshop and exam session to provide faculty members with the opportunity to earn the only professional certification for post-secondary hospitality instructors. Earning the Certified Guest Service Property designation is further evidence of the school's commitment to excellence.

"It is our great pleasure and honor to see UST, the oldest university in Asia, conferred with the Certified Guest Service Property designation as this historic institution continues to demonstrate its thirst for eminence in education for its students and outstanding reach in pedagogy for its faculty," said Ed Kastli, AHLEI's vice president, international sales. "Congratulations on yet another first!"

 

Pictured (from left): Machi Borja; Francinne San Juan' Very Rev. Father Herminio V Dagohoy,O.P., Ph.D.; and Aliza Totayo.


About the American Hotel & Lodging Educational Institute (AHLEI) Established in 1953 as the nonprofit education and training arm of the American Hotel & Lodging Association (AHLA), AHLEI'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 educate, develop, and certify hospitality professionals worldwide.

Marine Corp Lodging Properties 1st CGSP

Orlando, Florida, April 2017-Two Marine Corps lodging properties in the Camp Lejeune-New River area of North Carolina have earned the Certified Guest Service Property designation from the American Hotel & Lodging Educational Institute (AHLEI), the first from the Marine Corps branch of the military to do so. Onslow Beach and Inns of the Corps staff members completed AHLEI's Guest Service Gold® training and earned the Certified Guest Service Professional (CGSP®) designation to qualify their facilities for the property-level certification.

William Lowery, CHA, Director, Lodging Division, Marine Corps Community Services, Lejeune-New River, said that Guest Service Gold® offers training that aligns perfectly with the vision of the lodging division, which is "to provide Marine Corps personnel and their families with a 100 percent positive experience."

Employees from both properties attended in-person training sessions, which provided opportunities for constructive dialogue about guest service and concluded with the development of concrete action plans for each staff member.

"The training focused on being proactive rather than reactive, which is important," said Lowery. "Our goal is a 100 percent positive guest experience; we're not there yet, but I can see that each of our employees is committed to doing their part to deliver first-class service for our guests."

He noted that the properties recognize staff members who have been mentioned by name in guest satisfaction surveys, and he has seen an increase in the number of named staff members since the properties completed the Guest Service Gold® training.

Camp Lejeune in the country's largest Marine Corps installation. The Inns of the Corps hotel serves about 60,000 guests annually, while the Onslow Beach property serves more than 100,000 guests, representing Marine Corps personnel and their families.

Photo caption: Top photo , Inns of the Corps (from left): Chrystal Carrier; Alan Hoilman, CHS, General Manager; Gleny Torres; Veeta Scott, CHS, Guest Services Manager; Rachel Householder; Derrick Hill; Audrieanna Romano; (not pictured) Jennifer Tygart. Bottom photo , Onslow Beach (from left): Samantha Adams; Michelle Chapman; Rick Young, General Manager; Olivia Cavell; (not pictured) Kellee Hartman.

About the American Hotel & Lodging Educational Institute (AHLEI) Established in 1953 as the nonprofit education and training arm of the American Hotel & Lodging Association (AH&LA), AHLEI'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 educate, develop, and certify hospitality professionals worldwide.

Managing Front Office Operations 333.10(1)

Orlando, Florida, March 2017-The American Hotel & Lodging Educational Institute (AHLEI) has published the tenth edition of one of its bestselling textbooks, Managing Front Office Operation s, by Michael L. Kasavana, Ph.D. This textbook provides a comprehensive overview of a hotel's front office and the role it plays in creating memorable guest experiences. Readers will learn how the front office interacts with other departments, strategies front desk personnel can use to help keep the hotel profitable, and how e-commerce and social networking affect front office operations.

The tenth edition features several new sections related to the impact of technology on hotel operations, including information on social media platforms, mobile services, mobile device connectivity issues guests may experience in hotels, mobile payments, and how the Internet of Things will affect guest service. New material has been added on key cards and keyless entry technology. In addition, the section on income statements has been revised to reflect the most recent edition of the Uniform System of Accounts for the Lodging Industry.

Managing Front Office Operations, Tenth Edition , is available in print and eBook formats, and is also available as a Distance Learning course. Educators at hospitality management programs in the United States can order this and all AHLEI textbooks directly from AHLEI, as the organization discontinued its distribution agreement with Pearson Higher Education, effective July 1, 2015. U.S. academic customers can place orders and request desk copies by contacting academics@ahlei.org or by calling 1.800.344.4381 or +1.517.372.8800. Industry customers can order online at www.ahlei.org .

About the American Hotel & Lodging Educational Institute (AHLEI) Established in 1953 as the nonprofit education and training arm of the American Hotel & Lodging Association (AHLA), AHLEI'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 educate, develop, and certify hospitality professionals worldwide.

CBA Press Release

Orlando, Florida, March 2017-The American Hotel & Lodging Educational Institute (AHLEI) has added training and certification for Breakfast Attendant to its START for Individual Positions series, which provides flexible training and certification modules in multiple formats to meet the needs of schools, workforce agencies, and properties.

In the past few years, the role of breakfast attendant has become much more prevalent at lodging operations. In fact, according to the 2016 Lodging Survey , 62% of properties surveyed offer complimentary breakfast service, including 80% of upper-mid scale properties, 96% of mid-scale properties, and 81% of economy properties.

Position-specific knowledge for Breakfast Attendant includes displaying breakfast items, properly handling food from receiving to service, setting up side stations, professionally and appropriately interacting with guests during breakfast, and anticipating guest needs. The training also includes discussion of major food allergies, food borne illness, and sanitation regulations. By completing the training and passing the certification exam with a score of 70% or higher, trainees can earn the Certified Breakfast Attendant designation.

START for Individual Positions and quickSTART for Individual Positions provide resources for training new or prospective employees in general hospitality knowledge, soft skills, and position-specific knowledge, combined with the opportunity to earn professional certification. In addition to the Breakfast Attendant module, training and certification is available for the following positions: front desk representative, guestroom attendant, restaurant server, kitchen cook, and maintenance employee.

All of the START programs are available in print and online versions, with an instructor's guide and participant study guide, as well as access to the certification exam. The main difference between the START and quickSTART programs is that, for START, job breakdowns are taught in a classroom setting, while for quickSTART, those tasks are taught on the job and validated by a supervisor or trainer. The Breakfast Attendant program is available in English.

For more information, visit www.ahlei.org/start or contact an AHLEI sales manager at 1.800.349.0299 or +1.407.999.8100.

About the American Hotel & Lodging Educational Institute (AHLEI)
Established in 1953 as the nonprofit education and training arm of the American Hotel & Lodging Association (AH&LA), AHLEI'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 educate, develop, and certify hospitality professionals worldwide.

AHLEI and OAS Sign Memorandum

Orlando, Florida, March 2017-The American Hotel & Lodging Educational Institute (AHLEI) has signed a Memorandum of Understanding with the General Secretariat of the Organization of American States (OAS) through its Executive Secretariat for Integral Development to provide training opportunities that will improve service quality for small and medium-sized tourism enterprises throughout the Americas.

"AHLEI is widely recognized as one of the leading sources of hospitality education, training and professional certification of hotel employees," stated Richard Campbell, Chief, Culture & Tourism Section, Department of Economic Development, Executive Secretariat for Integral Development, Organization of American States. "We recognize the quality of AHLEI, having worked with them before, and we are looking forward to seeing the benefits of this agreement."

From December 2001 through December 2011, the OAS and AHLEI had a project agreement that focused on lodging properties in the Caribbean. The new agreement expands the scope of the agreement throughout the Americas. AHLEI is an associate member of the OAS Inter-American Committee on Tourism and has participated in several OAS tourism-related events, including the Encounters of the Inter-American and Caribbean Network of Small Hotels, and the Inter-American Congress of Ministers and Higher-Level Authorities of Tourism. "AHLEI has had a long and fruitful relationship with the OAS and we look forward to expanding the scope of our work with them in the Americas to enhance the service quality of the hospitality and tourism industry at all levels," stated Ed Kastli, AHLEI's vice president, international sales.

Through the MOU, the OAS will promote the use of AHLEI products to small and medium-sized tourism enterprises (SMEs), offering a 20 percent discount to tourism SMEs in its members. AHLEI will also work with the OAS to develop new training resources targeted to small hotels.

"There is a need to improve the tourism product and service quality provided by small and medium-sized tourism enterprises, such as hotels as a way of enhancing their competitiveness," said Campbell. "Access to training is an issue that continues to plague them; high employee turnover and lack of resources affect levels of quality and service throughout the Americas. By utilizing already-existing training from AHLEI, we can support these enterprises and provide the means for them to enhance their competitiveness."

Campbell added, "We are very proud of this agreement and look forward to executing it. We already have a strong history of engagement with AHLEI. This agreement makes a further seal to bind that relationship even tighter going forward."

About the American Hotel & Lodging Educational Institute (AHLEI)
Established in 1953 as the nonprofit education and training arm of the American Hotel & Lodging Association (AH&LA), AHLEI'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 educate, develop, and certify hospitality professionals worldwide.

AHLEI and EUHOFA Sign Memorandum of Understanding

Orlando, Florida, March 2017-The American Hotel & Lodging Educational Institute (AHLEI) and EUHOFA International , a worldwide association of leading hospitality and tourism schools with more than 200 members in more than 50 countries, have signed a Memorandum of Understanding to explore potential areas of cooperation between the two organizations. The agreement was signed in early December during the 55th EUHOFA International Congress in Nairobi, Kenya. The signing ceremony included EUHOFA officers and board members including (pictured, from left): Javier Gonzalez Vizcaino, Lluis Serra, EUHOFA president Maria Wiesinger, AHLEI's Ed Kastli, Jacqueline van der Zwan, and Peter Jones (background).

"As the International Association of Hotel Schools (EUHOFA), we are particularly pleased to enter into a formal relationship with one of the foremost international providers of materials for hospitality education. AHLEI has a global presence and a well-deserved reputation for the quality of their materials," said Professor Peter Jones, MBE, treasurer of EUHOFA International. "This new relationship helps to support both of our organizations and provides significant additional benefits for our members through providing learning resources that can only benefit our students and schools. We look forward to long and fruitful relationship."

Through the MOU, EUHOFA will purchase a broad range of AHLEI's hospitality education and professional development resources to be made available to EUHOFA members. AHLEI will also extend preferential pricing to EUHOFA members on purchases of additional materials, including textbooks, eBooks, and professional certifications. AHLEI has been a corporate sponsor, preferred partner, and associate member of EUHOFA since 2012. This MOU deepens the already-existing relationship between the two organizations.

"As non-profit organizations in existence for more than 50 years, both EUHOFA and AHLEI share the same mission and vision: raising the level of education and training in hospitality," said Ed Kastli, MBA, CMHS, CGSP, AHLEI's vice president, international sales. "We are really proud to support EUHOFA in being one of their first corporate sponsors, and are excited, through this new arrangement, to provide its member schools with easier and preferential access to our programs to assist their professors and students in their educational needs."

About the American Hotel & Lodging Educational Institute (AHLEI)

Established in 1953 as the nonprofit education and training arm of the American Hotel & Lodging Association (AH&LA), AHLEI'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 educate, develop, and certify hospitality professionals worldwide.

About EUHOFA

EUHOFA International (EUHOFA), incorporated in Switzerland, is an association of hospitality schools, colleges and universities represented by directors and deans of who work continuously to ensure the highest quality of education in their institutes. Full membership is open to all quality schools who meet its criteria, and associate membership to a wider range of parties.

Orlando, Florida, February 2017-The American Hotel & Lodging Educational Institute (AHLEI) has published a second edition of the textbook, Revenue Management: Maximizing Revenue in Hospitality Operations , by Gabor Forgacs. Forgacs is an associate professor in the Ted Rogers School of Hospitality and Tourism Management at Ryerson University in Toronto, Ontario, Canada, where he leads classes in revenue management, branding, and asset management, and is the faculty advisor for the school's co-op program.

This textbook provides a basic understanding of the revenue management process. It distinguishes between tactical and strategic revenue management, addresses the proper use and importance of revenue management in hospitality operations, and describes a wide range of elements that must be considered in order to use revenue management effectively.

The second edition includes new information on:

  • Current challenges for revenue managers
  • Big data and market intelligence
  • The role of social media on revenue management
  • New market segmentation approaches
  •  

    Revenue Management: Maximizing Revenue in Hospitality Operations, Second Edition , is available in print and eBook formats, and is also available as a Distance Learning course. Educators at hospitality management programs in the United States can order this and all of AHLEI's textbooks directly from AHLEI, as the organization discontinued its distribution agreement with Pearson Higher Education, effective July 1, 2015. U.S. academic customers can place orders and request desk copies by contacting academics@ahlei.org or by calling 1.800.344.4381 or +1.517.372.8800. Industry customers can order online at www.ahlei.org .

    About the American Hotel & Lodging Educational Institute (AHLEI)

    Established in 1953 as the nonprofit education and training arm of the American Hotel & Lodging Association (AHLA), AHLEI'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 educate, develop, and certify hospitality professionals worldwide.

    Study Smart PR photo Orlando, Florida, February 2017-The American Hotel & Lodging Educational Institute (AHLEI) and StudySmart, a Greek organization that provides training, certification preparation, and other professional development services for a spectrum of industries, have signed a memorandum of understanding designating StudySmart as one of AHLEI's international associates.

    Under the agreement, StudySmart will market and deliver AHLEI's hospitality management courses, professional certifications, workshops, and online training programs (with the exception of the Certified Food & Beverage Executive (CFBE®) and Certified Restaurant Server designations) to the Greek hotel industry at large.

    StudySmart was established up in 2005 by experts in the professional training field, led by Dr. Constantine Kiritsis, who was instrumental in setting up and establishing the professional training market in Greece. StudySmart operates on an international level in numerous European, Asian and Middle Eastern countries offering more than 20 designations through its pool of training experts.

    "We are very excited with our new partnership with AHLEI as it raises the benchmark in the hospitality industry in Greece," said Kiritsis, StudySmart's CEO. "As in every profession, it is important to differentiate and receive certification to raise professionalism, demonstrate acumen in the specific area and overall develop, support and increase value in the hospitality industry. We at StudySmart have a proven track record and expertise in professional designations in the past 20 years, training aspiring professionals and helping organizations become an employer of choice."

    (Pictured, from left: Antony Michail, Demetrios Kiritsis, Ed Kastli, Constantine Kiritsis, Yiannis Megaloeconomou, and Costas Chandrinos.)


    About the American Hotel & Lodging Educational Institute (AHLEI)
    Established in 1953 as the nonprofit education and training arm of the American Hotel & Lodging Association (AH&LA), AHLEI'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 educate, develop, and certify hospitality professionals worldwide.

    Orlando, Florida, January 2017-The American Hotel & Lodging Educational Institute (AHLEI) has entered into a new partnership with Lobster Ink , a global hospitality learning platform, to offer the American Hotel & Lodging Association's globally-recognized industry certification in conjunction with select Lobster Ink training courses.

    Headquartered in Geneva, Switzerland, Lobster Ink courses teach international skills and product knowledge training across 100 countries. Using a unique blended learning platform, Lobster Ink helps learners at more than 20,000 establishments achieve course outcomes efficiently, improving both their practical and theoretical knowledge of hospitality service.

    Through this partnership, learners who complete the following six courses on Lobster Ink's online platform will receive a professional certification from AHLA:

    • Sales Professional
    • Bar Professional
    • Food and Beverage Service Professional
    • Front Office Professional
    • Housekeeping Professional
    • Coffee Professional

    "We are excited to work with Lobster Ink as they share our commitment to be the world leaders in hospitality learning," said Joori Jeon, AHLEI's chief executive officer.

    "The hotel and lodging industry offers a doorway to long-term career development and professional growth. Lobster Ink and AHLEI aim to align learning journeys and together with the industry, map fit for purpose learning to continuously increase knowledge, skills and behavior across the sector for all team members." Fasie Malherbe, President, Lobster International.

    See our partnership vision come to life.

    For additional information on course offerings, please email industrysales@ahla.com .

    About the American Hotel & Lodging Educational Institute (AHLEI) Established in 1953 as the nonprofit education and training arm of the American Hotel & Lodging Association (AHLA), AHLEI'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 educate, develop, and certify hospitality professionals worldwide.

    Lobster Ink
    Lobster Ink is the leading online education platform for the hospitality industry. We teach international standards, skills and product knowledge to hospitality staff and management, across 120 countries.

    Through highly crafted video content, streamed across devices, Lobster Ink functions as a content delivery system as well as a supplement to traditional "in-class" training. The platform also provides invaluable insight and support to management through a streamlined reporting framework that delivers real-time analytics. This combination makes Lobster Ink the training system of choice for the world's finest establishments.

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