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2016

CHA cover Orlando, Florida, November 2016-The American Hotel & Lodging Educational Institute (AHLEI) has developed new preparation and exam materials for the Certified Hotel Administrator (CHA®). The CHA® is the most prestigious certification available for hotel general managers and hospitality executives.

 

The revised review resources are offered entirely online, with study guide materials available for download in PDF or ePub formats. The program is accessible for online viewing or can be reviewed on the go by downloading the program content to a handheld mobile device, tablet or laptop for offline reading.  

 

All sections of the preparatory material have been updated, and a new section on revenue management has been added. The program also includes an assessment tool with practice tests for each section. The topics, which can be completed in any order, include:

 

  • Financial Management
  • Food and Beverage Management  
  • Human Resources  
  • Leadership  
  • Marketing and Sales  
  • Revenue Management  
  • Rooms Management

 

The new format features an exam at the end of each module, rather than one comprehensive final exam.  The modular format enables candidates to complete the certification exam over multiple sessions. 

 

For more information, prospective CHA® candidates should contact AHLEI's Professional Certification department at 888-575-8726 or certification@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 (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.

Human Trafficking Image

Orlando, Florida, November 2016-Human trafficking of children and adults continues to be a serious issue for the global hospitality industry, as traffickers sometimes use hotels to carry out their illegal operations. The  American Hotel & Lodging Association  (AHLA), in partnership with  Marriott InternationalECPAT-USA , and the  Polaris , this month will begin offering an online training program to help hotel employees identify and respond to human trafficking at hotel properties.  

Your Role in Preventing Human Trafficking: Recognize the Signs , available through the  American Hotel & Lodging Educational Institute  (AHLEI), was developed in response to the growing demand from global hospitality brands  for an expansion of the online course, The Role of Hospitality in Preventing and Reacting to Child Trafficking , released by AHLEI and ECPAT-USA in January 2014. The expanded training course provides an overview of the issues of human trafficking, suggested protocols for responding to suspicious activity, and signs of trafficking specific to different hospitality positions (in-room staff, restaurant, lobby, and security).  

"Training employees in a variety of roles in hotels is critical, so they can be the eyes and ears of identifying potential survivors in one of the most frequently documented human trafficking venues," said Courtney Walsh, Advisory Services, Polaris.   

Features of the expanded program include:  

  • Information on human trafficking of both 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-currently available in English, the training will be available in 14 additional languages 

  • Content that is compliant with many new city ordinances and state laws requiring hotels to train their employees on human trafficking.  

"We are so excited that the update not only broadens training to include both labor and sex trafficking but it is also now relevant on a global level," said Michelle Guelbart, Director of Private Sector Engagement for ECPAT-USA. "The hospitality industry has made such headway in the fight against commercial sexual exploitation and trafficking of children and we know that with this re-launch, we will see even more progress."  

The new online training program is just one of the many resources available from AHLA to help its members educate their employees about human trafficking.  The  "Combat Human Trafficking"  page in the members-only "Best Practices Center" of AHLA's new website includes links to:  

  • Human Trafficking Awareness Poster  

  • Human Trafficking Indicators card  

  • Department of Homeland Security's Blue Campaign  

  • Child Trafficking Webinar for AH&LA members  

The page also includes links to human trafficking information from the U.S. Department of Health and Human Services, the U.S. Department of Justice, the Alliance against Human Trafficking, and the National Center for Missing & Exploited Children.  

Your Role in Preventing Human Trafficking: Recognize the Signs  training is available to hotel properties through a license agreement for one year with unlimited users. It is not available for individual sale through AHLEI's online store. For more information, visit  www.ahlei.org/humantrafficking  or call 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 (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. 

Slatin Media Group Orlando, Florida, October 2016-The American Hotel & Lodging Educational Institute (AHLEI) has debuted a new online learning program, Elements of Service: Serving Guests with Disabilities, designed to train guest-facing hotel employees in best practices for serving guests with physical disabilities, including vision, hearing, and mobility impairments.  

The goal of this course is to ensure that 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.  

The program shows learners how to apply the Five Elements of Service to ensure effective service interaction. They will learn general information about disabilities, as well as specific techniques for serving people who are blind and vision-impaired, deaf and hard of hearing, and mobility impaired.  

The program was developed by Slatin Media Group, co-founded by Peter Slatin, a hotel consultant and writer who is blind, and Jason Willensky, an instructional designer specializing in online learning, performance support, and classroom training for industry and government. The content of the program is based on Slatin's in-person workshop of the same name.  

Slatin, a noted writer on business and commercial real estate, created the program as a result of experiences he had during his global travels.  

"As I've traveled, either with my guide dog or my white cane, I've had so many encounters with staff at hotels, airports, restaurants, and taxis, and often thought to myself, 'Why doesn't someone train these workers in how to interact appropriately with guests who have disabilities?'" he recalled. "Finally, after a particularly terrible experience, I decided that I had to create something myself."  

Slatin initially designed an in-person workshop, which he has delivered at individual hotel properties around the country. To broaden the accessibility of the training, he decided to translate the program into an online format, with the expertise of Willensky.  

"The information in the course is mostly intuitive knowledge, but presenting it in a formal training setting gives employees the permission to do what they think is right," said Slatin. "It's all about social access-making destinations accessible and appealing to all travelers."  

The Elements of Service online program is available for individual learners and can also be licensed by organizations who wish to train multiple employees.  For more information, visit  www.ahlei.org  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. 

Pata Orlando, Florida, October 2016-The  American Hotel & Lodging Educational Institute  (AHLEI) and the  Pacific Asia Travel Association  (PATA) have signed a partnership agreement to strengthen the bonds and shared interests of the two organizations in the areas of training and education.  

PATA will promote the use of AHLEI courses and certification programs among its membership, particularly those in the hospitality field, students, and academic institutions. Both organizations will share selected intelligence and research and engage in joint research projects as appropriate. Together, the organizations will explore resources to help AHLEI extend its reach in the Pacific Asian travel market, and for PATA to enter the North American market.  

"We are delighted to be working with the American Hotel & Lodging Educational Institute and believe that this partnership will provide our members the opportunity to further their skills and knowledge in this rapidly evolving industry," said PATA CEO Dr. Mario Hardy. "Our agreement with AHLEI shows our commitment to the development of human capital development in the region especially as we focus our attention next year on the young tourism professional." 

PATA's membership encompasses 98 government, state and city tourism bodies; 68 academic institutions; 21 international airlines, airports, and cruise lines; and hundreds of travel-related companies throughout Asia Pacific and beyond. AHLEI works with hotel brands, management companies, independent properties, associations, governmental agencies, universities, and schools around the world to provide hospitality training, educational resources, professional certification, and workforce solutions.   

Ed Kastli, AHLEI's vice president, international sales, stated, "We look forward to enhancing PATA's excellent Human Capital Initiative as it serves as a bridge between academic to industry platforms benefiting both students and young professionals, ensuring a better prepared next generation in the years to come who will elevate the level of service globally."  

The agreement between AHLEI and PATA came about after more than two years of discussion and is seen as a benefit for the members of both groups.   

"Having served as President and CEO of both PATA and the American Hotel & Lodging Association, AHLEI's parent organization, it is excellent to see both organizations come together as we do share the same vision and passion for developing human capital in the travel and tourism industry," said hospitality consultant Joseph A. McInerney.  

Photo caption: Ed Kastli, AHLEI vice president, international sales, with Halona Padiachy, director international partnerships, PATA; and Dr. Mario Hardy, PATA CEO; at the PATA headquarters in Bangkok, Thailand.  

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 PATA 

Founded in 1951, the  Pacific Asia Travel Association  (PATA) is a not-for-profit association that is internationally acclaimed for acting as a catalyst for the responsible development of travel and tourism to, from and within the Asia Pacific region. The Association provides aligned advocacy, insightful research and innovative events to its member organisations, comprising 98 government, state and city tourism bodies, 21 international airlines, airports and cruise lines, 68 educational institutions, and hundreds of travel industry companies in Asia Pacific and beyond. Thousands of travel professionals belong to the 40 local PATA chapters worldwide. The chapters organise travel industry training and business development events. Their grassroots activism underpins PATA's membership of the Global Travel Association Coalition ( GTAC ), which includes  ACI ,  CLIA ,  IATA ,  ICAO ,  WEF ,  UNWTO  and the  WTTC . The  PATAmPOWER  platform delivers unrivalled data, forecasts and insights from the PATA Strategic Intelligence Centre to members' desktops and mobile devices anywhere in the world. PATA's Head Office has been in Bangkok since 1998. The Association also has official offices or representation in Beijing, Sydney and London. 

Joanne Goodman Orlando, Florida, October 2016-The American Hotel & Lodging Educational Institute (AHLEI) has named Joanne Goodman as the recipient of the 2016 Lamp of Knowledge Award for Outstanding High School Educator. The Lamp of Knowledge is given to individuals who demonstrate extraordinary commitment to advancing the quality of professionalism and education in the hospitality industry. Goodman received her award from celebrity chef Emeril Lagasse during the Florida Restaurant & Lodging Association's Hospitality Stars of the Industry Celebration on Wednesday, September 28.

Goodman teaches at Oak Ridge High School in Orlando, where she is the lead teacher in the school's Hospitality Management Magnet Program. The program uses AHLEI's Hospitality and Tourism Management Program (HTMP) curriculum to introduce students to hospitality careers. Goodman opens the world of hospitality to her students through field trips, guest speakers, mentors, job shadowing, and internship opportunities. She also provides her students with a personal industry perspective based on her own career.

Goodman had a 22-year career with Marriott International in a number of management positions, including 13 years as a general manager. While with Marriott, she worked in five states, in 10 hotels, and for four different Marriott brands. She also taught an evening certification class at Mid-Florida Tech and served on their board for 12 years. For this, she was recognized by the FRLA Educational Foundation as Industry Partner of the Year. She is the only person to have received a Pineapple Award as both an Industry Partner and a teacher.

Goodman retired from Marriott in 2010 and has been teaching for both Orange County public schools and Valencia College as a hospitality management instructor ever since.

 

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.

Arthur Landstreet Award Orlando, Florida, September 2016- Ron Pohl, CHA, CRDE, is the 2016 recipient of the  American Hotel & Lodging Educational Institute's   Arthur Landstreet  Award. Pohl received the award during a luncheon on Tuesday, September 27 at  The Lodging Conference  in Phoenix, Arizona. Named after the Tennessee hotelier who founded the Educational Institute, the Arthur Landstreet  Award is presented to an individual who has made a lasting impact on the quality of professional development and training in the hospitality industry.

Past winners of this award include Jonathan Tisch, Eric Danziger, Richard Kelleher, Mike Leven, and Joseph Kane. Best Western CEO David Kong received the award in 2012. 

Pohl is senior vice president of brand management for  Best Western® Hotels and Resorts  and serves on the company's executive committee. He joined Best Western in 2007 as vice president of operations. In that role, he significantly improved revenue management systems, implemented new and innovative education and training resources, and launched the industry-leading Best Western I Care® program.  

Pohl demonstrates a passion for promoting hospitality studies and empowering the next generation of industry leaders. He serves on the Advisory Board for Grand Canyon University, partnering with the University on the promotion of its new Hospitality College.   

He created Best Western International University - Best Western's online education website for hotel staff and corporate employees - which includes a partnership using AHLEI courses and certifications, Rosetta Stone®, and the University of Phoenix. During the past year, 1,953 Best Western employees representing more than 1,800 properties earned the Certified Front Desk Manager (CFDM) from AHLEI. The company will offer three additional online training and certification programs targeting additional professional positions.  

Under Pohl's leadership, Best Western has made significant investments in innovative educational tools and systems to enhance operational support to Best Western hotel owners and staff. For example, as part of the I Care® Every Guest Every Time program, hotel staff participate in "Avatar training" -role-play training that allows hotel staff to improve customer service skills by practicing with a live, interactive avatar.  

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 service Orlando, Florida, September 2016-The just-released fifth edition of  Managing Service in Food and Beverage Operations , published by the  American Hotel & Lodging Educational Institute  (AHLEI), encourages everyone involved in F&B operations to "think and act like the owner" to achieve success and demonstrate genuine care for guests. Written by Ronald F. Cichy, Ph.D., CHA Emeritus, CFBE, of The School of Hospitality Business at Michigan State University, and Philip J. Hickey, Jr., chairman of Miller's Ale House and a past chairman of the National Restaurant Association, this textbook provides practical, thorough information designed to help both students and industry practitioners create food and beverage operations that keep guests coming back for more.  

This textbook shows readers how food service professionals create and deliver guest-driven service, enhance value, build guest loyalty, and promote repeat business. Readers will learn how every aspect of a food service operation contributes to the guest experience and will explore unique features of a variety of 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. In response to customer feedback, "task breakdowns" and many other appendixes from the previous edition were deleted.  

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 (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. 

Travel Oregon Orlando, Florida, August 2016- Travel Oregon has become the first state tourism agency to earn the title of Certified Guest Service Partner from the American Hotel & Lodging Educational Institute (AHLEI). To achieve this distinction, all staff members completed AHLEI's Guest Service Gold® training and earned the Certified Guest Service Professional (CGSP®) designation.

"Having the entire team at Travel Oregon certified speaks to the value we see standout customer service making in a guest's impression of a destination," said Travel Oregon CEO Todd Davidson.  "As we work to share the wonders of Oregon with travelers, we remind ourselves that individuals are as unique as our state, and finding special ways to connect and personalize their trip-planning process and stay is sure to instill positive memories."

Last fall, the Oregon Restaurant & Lodging Association Education Foundation (ORLAEF) signed an agreement with Travel Oregon to be the customer service training provider for the state's travel and tourism industry, using Guest Service Gold® and CGSP®.  As part of that agreement, the staffs of both organizations completed the process themselves.

"Our staff had fun with the training and certification," said Carole Astley, director, Industry and Visitor Services for Travel Oregon. "We had a friendly contest to inspire staff to aim for the best possible exam score. Prizes were awarded and certificates were presented at one of our all-staff meetings."

Most of the Travel Oregon staff members used the online version of the program, which gave them flexibility to fit the program into their schedules with less disruption to regular business operations.  AHLEI also offers a print version of the training, which some staff members used instead.

"As major proponents of the Guest Service Gold® training and certification, it's very important that everyone in our organization has experienced the program first-hand," Astley explained. "This is not only for our own benefit, but to demonstrate our commitment to stand behind what we're advocating for our industry partners. As an organization, we discuss the impact that great guest service has on a visitor. And with an extremely competitive travel market, we need to find successful ways to make Oregon stand out. Committing to guest service training is a natural fit."

Apparently, the training is having a positive effect in making Oregon stand out. Astley reported that the Gold-certified staff at their main Welcome Center receive "amazing, heart-felt compliments" daily, with comments like "You've made my trip!" "Wow, people in Oregon are so friendly," and "You are SO helpful and the Welcome Center is awesome."  

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.

 

Saldanha Orlando, Florida, July 2016-The American Hotel & Lodging Educational Institute (AHLEI) has named Christine Saldanha, executive housekeeper at the Crowne Plaza Hotel & Resorts, Dubai, UAE, as winner of the 2016 Lamp of Knowledge Award for Outstanding Distance Learning Student. The Lamp of Knowledge is given to individuals who demonstrate extraordinary commitment to advancing the quality of professionalism and education in the hospitality industry. The Outstanding Distance Learning Student is selected from among those who completed AHLEI's 12-course Hospitality Management Diploma or 12-course Food and Beverage Management Diploma in the previous year. 

Saldanha decided to take AHLEI's hospitality management courses to enhance her knowledge and achieve career growth, while boosting her professional confidence. 

"In-depth knowledge of all operational departments has enabled me to effectively participate in hotel strategy and goal setting meetings for 2016," she said. "It has helped improve my leadership competencies and effectively communicate my ideas for the hotel." 

Some of those ideas have included a "reward and recognition" program for team members that raised employee satisfaction scores; revised departmental disciplinary action procedures; and encouraging the property's participation in a number of "green" and sustainability programs locally. Saldanha also encourages employees at her property and other area hotels to enroll in AHLEI's Distance Learning courses and mentors them through the e-learning process. 

"Receiving the lamp of knowledge award from AHLEI is indeed very satisfying," said Saldanha. "Education is the key to the future and the process of learning never ends. Today, I feel empowered and energized to fulfill my personal and professional goals and progress towards a brighter future.  AHLEI gives us all the necessary tools we need for a better future, or simply to pursue a new beginning as we embark on our unique career paths."  

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.

Suzanne Markham Orlando, Florida, July 2016-The American Hotel & Lodging Educational Institute (AHLEI) has presented Suzanne Markham Bagnera, CHA, with the 2015 Lamp of Knowledge Award for Outstanding U.S. Educator. She received the award in absentia during the International CHRIE Summer Conference in Dallas, Texas, on Friday, July 22. The Lamp of Knowledge is given to individuals who demonstrate extraordinary commitment to advancing the quality of professionalism and education in the hospitality industry. 

Bagnera is a lecturer at Boston University's School of Hospitality Administration. She has also taught at Johnson & Wales University, Endicott College, and Mount Ida College. She is currently pursuing a doctorate in hospitality management from Iowa State University. Before turning to education, Bagnera worked in the hospitality industry, as a front office manager, guest service manager, and general manager at several Boston-area hotels. 

Bagnera currently serves on the board of directors for the Massachusetts Lodging Association's Education Foundation and is chairperson of their Education Committee. She is active with I-CHRIE as secretary of the North East North American Federation and several committees and special interest groups. She is also the social media coordinator for the International Hospitality Information and Technology Association.

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.

Fred Mayo Orlando, Florida, July 2016-Frederic B. Mayo, Ph.D., CHE, CHT, is the 2016 recipient of the Anthony Marshall Award, presented by the American Hotel & Lodging Educational Institute (AHLEI). This award recognizes an individual who has made significant long-term contributions to the hospitality industry in educating future leaders. Mayo was honored during the International CHRIE Summer Conference in Dallas, Texas, on Friday, July 22.   

Mayo operates his own training, coaching, and consulting firm while teaching part-time at New York University's Tisch Center for Hospitality, Tourism, and Sport Management, where he had been a full-time professor for 10 years. His teaching areas include customer relationship management, leadership, emerging issues, and applied research methods. Before coming to NYU, he was academic dean at The Culinary Institute of America for 12 years. 

Mayo has served on and chaired several I-CHRIE committees, including the Professional Development Committee and the Future Fund Committee. He has been honored with I-CHRIE's Stevenson Fletcher Award and Howard B. Meek Award. As a consultant, his client list has included Aramark, AAHOA, Bard College, Johnson & Wales University, the American Culinary Federation, the National Restaurant Association Educational Foundation, and AHLEI, in addition to individual students, professors, managers, chefs, and executives. 

For the past 20 years, Mayo has worked with AHLEI's Certified Hospitality Educator (CHE®) program as a Master CHE® Trainer, leading numerous workshops throughout the world. He also trains and mentors educators to become Master CHE® Trainers. 

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.  

Lamp of Knowledge Kunming, China, June 2016-The American Hotel & Lodging Educational Institute (AHLEI) has presented Dr. Bai Changhong, Dean of the College of Tourism and Service Management at Nankai University, Tianjin, China, with the 2016 Lamp of Knowledge Award for Outstanding International Educator. The Lamp of Knowledge is given to individuals who demonstrate extraordinary commitment to advancing the quality of professionalism and education in the hospitality industry. 

Dr. Bai was presented with his award by Ed Kastli, MBA, CMHS, CGSP, AHLEI's vice president, international sales, on May 30, during a gala dinner at the HEAD Summit in Kunming. 

Under Dr. Bai's initiative, Nankai University creatively partnered with Marriott International and AHLEI to bring about the Nankai Young Hotelier Development Initiative Program, also known as "MAP" (Marriott Apprentice Program). Students in the program are expected to undergo a five-year comprehensive hotel education program that consists of 18 months of learning on campus, 38 months of combined online learning and internship at Marriott hotels in two phases, as well as a final evaluation featuring progressive performance appraisal of the internships. 

Students who successfully complete the MAP program receive graduation certificates from Nankai University as well as internationally-recognized certificates from AHLEI. They also receive supervisory job offers from Marriott International. Outstanding graduates of the MAP program will seamlessly be connected to the Global Voyage Program, Marriott's proprietary "future leader incubator" targeting elite university graduates worldwide.  

"The meaning of this project is more than certificates," explained Leon Shi, CHE, AHLEI's country manager of operations for China, who nominated Dr. Bai.  "It seamlessly links vocational education, higher academic education, quality employers, leading educational resources, and online and offline teaching." 

In addition to his roles as dean and professor at Nankai University, Dr. Bai is also Vice Chairman of the Steering Committee on the Professional Teaching of Tourism Management in Tertiary Education, and the Secretary-General of the China National Master of Tourism Administration Education Supervisory Committee.  

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 Nankai University  

A key multidisciplinary and research-oriented university directly under the jurisdiction of the Ministry of Education, Nankai University, located in Tianjin on the border of the sea of Bohai, is also the alma mater of late Premier Zhou Enlai.  Nankai University was founded in 1919 by the famous patriotic educators, Mr. Zhang Boling and Mr. Yan Xiu. During the Anti-Japanese war (1937-1945), Nankai University, Peking University (Beijng University) and Tsinghua University (Qinghua University) united in Kunming to form the renowned Southwest Associated University. Inn 2000, the State Ministry of Education signed an agreement with Tianjin Municipal Government to jointly establish and develop Nankai University. Since then, Nankai University has been listed among universities for priority development in the 21st century. For more information, please visit the website atwww.nankai.edu.cn

Natasha Gittens Orlando, Florida, May 2016-The American Hotel & Lodging Educational Institute (AHLEI) has appointed Natasha Gittens, Ph.D., CHE, director of the University of St. Martin's School of Continuing Education and Life Long Learning (SCELL) as a CHE® Master Trainer. As one of only 13 educators in the world to hold this position, Gittens will facilitate AHLEI's Certified Hospitality Educator (CHE®) workshops in the Caribbean and North America. 

Gittens earned the CHE® last April along with other hospitality faculty members from the University of St. Martin on the island of Sint Maarten.  She was then selected for the CHE® Master Trainer mentorship program, adding another layer of expertise to her academic and professional credentials. Gittens holds a bachelor's degree in political science, a master's degree in educational leadership with an emphasis on supervision, and doctorate in business management.  She has served as a project management consultant to businesses, corporations and hospitality organizations worldwide and has led adult education, training, and mentoring programs that have received national honors. 

Gittens will lead a CHE® workshop in mid-September as part of a weeklong hospitality conference, " High Season 2016: Developing Professionals in the Caribbean ," presented by SCELL and key sponsor Windward Islands Bank, hosted by Divi Little Bay Beach Resort. The September 9-16 conference will feature more than 25 training sessions, ranging from team building and supervisory training to basic accounting for managers and public speaking.  There will also be a day-long workshop for AHLEI's Guest Service Gold® program culminating with the Certified Guest Service Professional (CGSP®) exam, presented by Erwin Wolthius, MA., CHE. 

Gittens stated, "I am very proud of my appointment as a CHE® Master Trainer by AHLEI.  This appointment directly supports The University of St. Martin's and SCELL's goal to directly empower individuals to pursue higher education, AHLEI hospitality certifications, and professional development opportunities. The Get Ready for the High Season Conference 2016 is the vehicle we selected to provide thousands of diverse professionals with the opportunity achieve their personal goals. SCELL has received superior feedback on the event and looks forward to expediting it to a high level of service excellence. This event showcases that St. Maarten is taking the lead to improving tourism throughout the Caribbean." 

Complete information for registering for the High Season conference and enrolling in the CHE® or CGSP® certification workshops is available online at www.scell.usmonline.onl .

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.

Thomas Penny Washington, D.C., May 18, 2016--The American Hotel & Lodging Educational Institute (AHLEI) has named Thomas Penny, general manager of the Courtyard Marriott Convention Center in Washington, D.C., as the inaugural recipient of the 2016 Lamp of Knowledge Award for Outstanding Workforce Partner. This is the first year for this award, which was presented at the AH&LA Stars of the Industry Reception on Wednesday, May 18. Penny was honored for his work, which brings numerous opportunities to begin a career in hospitality to disadvantaged populations in the Washington, D.C. area. 

Thomas' efforts has influenced hospitality education at Hospitality High School and now three NAF Hospitality Academies at Columbia Heights Educational Campus (CHEC), Wilson and Ballou High Schools. In addition, Thomas has influenced major projects such as the Marriott Marquis Job Training Program and the MGM National Harbor. Through the efforts of Thomas and partner organizations, hundreds of District residents are employed in hotels, earning living wages with access to healthcare and retirement benefits. 

These programs use AHLEI's Skills, Tasks, and Results Training (START) curriculum to train and certify new employees, giving them marketable skills and proof of competency as they enter the workforce. 

Penny is active in several associations and organizations that promote the hospitality industry. Penny became the second African-American to serve as Chair of the Board of the Hotel Association of DC. He serves on the Mayor's DC Workforce Investment Council. Penny is a member of the Board of Trustees of the Washington Hospitality Foundation, SOME (So Others May Eat) and DC Central Kitchen. Additionally, he is the Co-Chair of the DC National Academy Foundation's Hospitality Advisory Board-a body of hospitality executives whose mission is to expose District youth to the hotel business from operations to ownership. Penny also serves on the Board of the DC Public Education Fund, Raise DC, DC CAN (Career Academy Network), DC High School Credit Flexibility Task Force, and Prince George's Community College's Hospitality Executive Advisory Board. 

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.  

Good Nite Inn Orlando, Florida, April 2016-California-based Good Nite Inns has become only the third hotel brand to have all of its properties designated as Certified Guest Service Properties. To earn this distinction, the company's 12 properties trained employees with the American Hotel & Lodging Educational Institute's Guest Service Gold® program.  All of the brand's associates have earned the Certified Guest Service Professional (CGSP®) designation, earning each hotel the designation of Certified Guest Service Property.

 

"Being able to say 'I'm certified!' gives our associates confidence and empowers them to make decisions that satisfy our guests," said Sam Sahrai, CHA, CHT, CHRM, CHSP, vice president of training, sales and marketing for GNI Management, Good Nite Inn's parent company. As evidenced by the initials after his name, Sahrai is a true believer in professional development using AHLEI's professional certifications .

 

When he joined GNI Management in 2004, he proposed using AHLEI resources to invest in the company's employees, starting with the leadership level. All of the company's general managers, followed by assistant general managers and operations managers, completed AHLEI's Supervisory Skills Builders series and sat for the Certified Hospitality Supervisor (CHS®) exam.  Some general managers have gone on to earn the Certified Hotel Administrator (CHA®) as well.

 

When Guest Service Gold®: Making Connections came out in 2011, Sahrai knew that the program would help him to address Good Nite Inns' short- and long-term goals for professional development. He introduced the program at all properties. However, not many employees attempted the individual certification exam that accompanied the training program.  When AHLEI added Guest Service Gold®: Golden Opportunities to the training line-up, Sahrai decided to try something different.

 

"I took responsibility for leading the training for Guest Service Gold and the CGSP myself," he said.  "Over the past several months, I have visited each property.  I dedicate a whole day to spend with the associates. We have a good breakfast, snacks, a nice lunch. We make it fun, while covering the material thoroughly and answering any questions they may have to be sure everyone is ready for the exam."

 

He noted that everyone felt more confident after the training, in addition to being inspired and "pumped up."  And it has paid off in measurable ways.

 

"I got a call from one general manager whose property had been #13 in TripAdvisor rankings for their community. In two months, they had moved up to #2.  Other properties report having all four- and five-star reviews on TripAdvisor-no complaints," said Sahrai.  "And one manager told me that another GM in his area was trying to recruit away one of his top associates whose name kept appearing in positive reviews!"

 

But he's not worried that employees will leave Good Nite Inns.

 

 "When employees feel valued and know that the company is investing in them, they tend to stay," said Sahrai.  "And when you give associates the tools to do their job well and support them and help them understand what business we're in-it has results. Ultimately, it makes us stronger as an industry."   

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, April 2016- The American Hotel & Lodging Educational Institute (AHLEI) has signed an agreement with Knowledge Matters that will provide high school students who complete the Virtual Business Hotel Online simulation with an exemption from the 100-hour internship component of the industry-recognized Certification in Hospitality Tourism and Management (CHTMP). Students still need to pass both the Year 1 and Year 2 exams for the Hospitality and Tourism Management Program (HTMP) curriculum. 

"AHLEI is thrilled to be partnering with Knowledge Matters to better prepare our high school students for careers in the hospitality industry," said Shelly Weir, AHLEI's vice president, domestic sales. "Our HTMP students will gain experience in all of the key roles in hospitality management through both the classroom-based AHLEI curriculum and the Knowledge Matters simulator. The partnership aligns perfectly with our objective to develop a strong pipeline of workers for this dynamic industry." 

Completing the 100-hour internship component of the CHMTP certification process can be difficult for many high school students. The Hotel Online simulation will provide them with 10 levels of in-depth hospitality content that Knowledge Matters calls "the ultimate job rotation." The simulation-based high school curriculum was developed through a partnership between The J. Willard and Alice S. Marriott Foundation, DECA, and Knowledge Matters. Executives from Marriott International provided subject matter expertise in all areas of the lodging business. 

"Today's students are tech-driven and tech-savvy. Giving them options to gain critical knowledge through virtual experience learning makes sense. Students will have the opportunity make decisions in a simulated environment and see the impact of their decisions on both customer satisfaction and the bottom line. We are proud to work with AHLEI to provide students with the tools they need to succeed -- in school and in the workplace," said Peter Jordan, president and CEO of Knowledge Matters. 

For more information on how the Hotel Online simulation integrates with AHLEI's high school curriculum, contact Weir at sweir@ahla.com , or call 407-999-8100.  

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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 Knowledge Matters  

Knowledge Matters is the leading provider of cloud-based, educational simulations for business and personal finance. The company's Virtual Business line of simulations have been used in over one-third of all the high schools in the United States. The company's growing line of advanced college-level simulations are used by leading universities globally.

Cyprus Partner Orlando, Florida, March 2016-The American Hotel & Lodging Educational Institute (AHLEI) has signed a partnership agreement with Polykarpou hrd , based in Cyprus. The company, which specialized in training, human resources management, and industrial relations, has established the Cyprus Hospitality Educational Institute (CHEI) as a dedicated brand focusing on hospitality industry training and certification using AHLEI's internationally-recognized programs. 

Polykarpou hrd and the Cyprus Hospitality Educational Institute were founded by Polys Polykarpou, a certified labor consultant with a career in industrial relations. He specializes in human resources management, organizational development, and training. With a background in the hospitality industry, Polykarpou earned AHLEI's Human Resources Management Certificate of Specialization and began to use AHLEI principles as part of his training style. Then he decided to take an even bigger step. 

"Aiming even higher, we claimed a partnership with AHLEI, the most recognized institution in the field of certification of hospitality professionals," he stated. "For this purpose, we have established the CHEI (Cyprus Hospitality Educational Institute)." The CHEI is coordinated by Diana Assadourian Estephan, CHT, an AHLEI certified trainer and proctor. She and Polykarpou lead a team of more than 16 professionals who provide all kinds of professional training with an emphasis on hospitality certification. 

"I am thrilled to see Mr. Polykarpou join forces with one of our most passionate certification ambassadors overseas, Ms. Assadourian, to form a unique organization that will have the dual aims of educating students and enhancing the skills and competencies of existing hospitality professionals," said Ed Kastli, AHLEI's vice president, international sales. "The Educational Institute is certainly proud of this new partnership and looks forward to see it benefit Cypriotes in the hospitality industry in years to come." 

Polykarpou explained that tourism is a major source of income in Cyprus, despite the country's political and economic challenges. He noted that starting in the late 1970s and after a booming in early 1980s, a lot of people joined the industry having no idea about it. 

"Today, a big number of professionals are educated but an even bigger number are working only with basic knowledge. New generation managers are investing in staff training and developing with more confidence than before, but training organizations are not investing in training programs for professionals, or developing their techniques and methods," he explained. "A clearly professional training organization specializing in hospitality, recognizing the experience and providing certification on the topics, is what our industry needs. Through our partnership with AHLEI, we believe we have the best of global certification providers to work with. It is in our hands to take this opportunity, and transform it to an opportunity of success."  

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.

Glorietta Bay Orlando, Florida, March 2016-The American Hotel & Lodging Educational Institute (AHLEI) has presented the historic Glorietta Bay Inn in Coronado, California, with the designation of Certified Guest Service Property. This designation is awarded to properties that train their employees using AHLEI's Guest Service Gold® program and certify all guest-facing staff as Certified Guest Service Professionals (CGSP®).   

According to Kelsey Roberts, CGSP, sales and marketing manager for Glorietta Bay Inn, the property has won previous awards for best guest relations and decided to offer Guest Service Gold® training to employees to maintain and improve upon their already high standards. 

"We have a low turnover rate among our staff. Some have been here 10 or 20 years. Offering training and certification like Guest Service Gold® encourages all of us to keep on learning.  It helps us to be refreshed and encouraged as we do our jobs," she explained. 

The paper-based training was offered in three sessions. Roberts led the first session for employees connected with front office jobs, and included two housekeeping supervisors in that class. Those two supervisors then presented the training to employees in the housekeeping department. A final session was offered for anyone who missed the first sessions, as well as all managers, including the general manager and assistant general manager. In total, 35 employees earned the Certified Guest Service Professional (CGSP®) designation. 

"Everyone took away so many positive ideas from the training; everyone's confidence level is up," said Roberts. "Employees also like the 'bling' of the certification pin. It makes them feel good, and it's a frequent topic of conversation between guests and staff about what the pin means."  

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. 

Hotel Asset Management Orlando, Florida, March 2016- The American Hotel & Lodging Educational Institute (AHLEI), in collaboration with the Hospitality Asset Managers Association, has published the third edition of Hotel Asset Management: Principles & Practices, edited by Rich Musgrove, CHAM, CHA; Lori Raleigh, ISHC; and A. J. Singh, Ph.D. The book is a one-of-a-kind resource for hotel investors, asset managers and other industry professionals, and is a valuable addition to post-secondary hospitality management classes in finance, real estate, and asset management. 

The third edition of this book takes a look at the challenges and opportunities faced by hotel 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

This edition is the most comprehensive to date and includes twenty-one chapters by 37 authors, covering topics of interest to hotel owners, investors and asset managers, including: 

  • Channel Management: OTA's and the Rising Cost of Customer Acquisition
  • Evaluating Franchise and Chain Affiliation Programs
  • Managing Technology from the Hotel Owners Perspective
  • Key Legal Issues: the Battle for Control
  • Risk vs Reward: A Lender's View of Hotel Investment Trends
  • The Art of the Capital Structure
  • Everything You Wanted to Know about Hospitality Valuation and Techniques, But Were Afraid to Ask
  • Buy Hold Sell Analysis

Lori Raleigh, President of Travers Group, stated that she, "along with the other co-editors, A. J. Singh and Rich Musgrove, would like to acknowledge the Hotel Asset Managers Association and the 36 industry experts who served as contributing authors-all of whom invested substantial time and effort albeit without remuneration---to see the idea of a third edition of the book become a reality." 

Hotel Asset Management: Issues & Perspectives, Third Edition , is available in print or in an eBook version available for viewing and download with AHLEI's eiReader app. To order or for more information, visit www.ahlei.org/ham or call 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.  

About the Hotel Asset Managers Association (HAMA)  

The Hospitality Asset Managers Association (HAMA) is the pre-eminent organization of professionals responsible for proactively increasing asset values on behalf of hotel owners worldwide. Its mission is the enhancement of hospitality asset managers through education, advancement of the profession, and serving as the collective industry voice of hospitality ownership. HAMA is a networking organization of approximately 200 professionals representing an estimated 3,200 hotels with over 760,000 rooms. Members are involved in asset management, acquisition, financing and disposition of hotels and resorts, and are directly responsible for making decisions concerning capital investments, renovations, asset repositioning, operational policies and franchise selections.  

First CHIA Workshop in India Orlando, Florida, February 2016-More than 30 participants representing area hotels and colleges attended the first workshop for the Certification in Hotel Industry Analytics ( CHIA) in India on February 3.  The workshop was hosted by the t Christ University Department of Hotel Management in Bangalore and STR , which developed the CHIA certification in conjunction with the American Hotel & Lodging Educational Institute (AHLEI) and I-CHRIE.  

The Certification in Hotel Industry Analytics is the only hotel-related certification for industry professionals and hospitality management students 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  

Steve Hood, senior vice president of research for STR, presented the workshop in Bangalore. He has conducted CHIA training sessions around the globe for both academic and industry groups. 

Participants in the workshop included representatives from AccorHotels Group; The Oberoi, Bangalore; MangoMist Resort; Bangalore Crowne Plaza Hotels & Resorts; St. Mark's Hotel; Lemon Tree Hotels;.Zuri Hotels & Resorts; Christ University, Food Consulate, The Residency Towers, Chennai; The Residency Towers, Coimbatore; Royal Orchid Hotels; The Leela Palace Kempinski; ITC Hotels; and Army Institute of Hotel Management and Catering Technology. 

Dennie Matthews, chief managing officer for AHLEI India, stated that additional CHIA workshops will be held in India throughout the year.   

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.

Hospitality Industry Managerial Accounting Orlando, Florida, February 2016-The American Hotel & Lodging Educational Institute (AHLEI) has released Hospitality Industry Managerial Accounting, Eighth Edition by Raymond S. Schmidgall, Ph.D., CPA. 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 on-target 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 11 th 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. 

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@ahla.com , 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 (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.

Rocky Mountain Lodge CGSP Orlando, Florida, January 2016-The American Hotel & Lodging Educational Institute (AHLEI) has awarded Rocky Mountain Lodge , Aurora, Colorado, with the designation of Certified Guest Service Property for the second year in a row. Rocky Mountain Lodge is the first Air Force lodging operation to earn this title, which is presented to properties that train their employees using AHLEI's Guest Service Gold® program and certify all guest-facing staff as Certified Guest Service Professionals (CGSP®). Nearly 40 associates have earned the individual certification after completing the Guest Service Gold® training. 

The property, which opened in December 2011, has 150 rooms, 30 of which are extended stay units. General manager Joshua Coleman, MBA, CHA, CGSP, said that he jumped at the chance to offer his staff the Guest Service Gold® training and certification. 

"We require it of every staff member," he explained. "If it's good for the front line, then it's good for everybody. All of our employees are proud of their certification, and that attitude ripples throughout the organization. It has definitely raised the bar across the board for our team." 

Several employees also hold other AHLEI professional certifications , including the Certified Hospitality Supervisor (CHS®), Certified Hospitality Department Trainer (CHDT®), and Certified Hospitality Housekeeping Executive (CHHE®).  

Coleman said that while the property recognizes employees of the month, quarter, and year, it's hard to pinpoint any individual staff member for their Gold service, because everyone aspires to that level of guest care. 

"Our guest service standards are already high.  As a Certified Guest Service Property, we try to exceed that.  When guests see our plaques behind the front desk, they are impressed," he said.  "This is who we are.  If you are in front of us, you are the most important person on the planet." 

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.

Convention Management and Service Orlando, Florida, January 2016-The American Hotel & Lodging Educational Institute (AHLEI) has released the ninth edition of Convention Management and Service by James R. Abbey, Ph.D. This textbook provides readers with the most current and comprehensive coverage of the convention and meetings industry, with an in-depth look at conventions and meetings marketing, how to successfully sell to groups, and how to service their business after the sale. 

The first half of the textbook provides an overview of the industry and discusses the methods used to reach and market to meeting planners. The second half of the book provides an in-depth look at how to manage the various aspects of large group meetings and conventions, including registration; group room blocks; convention security; the shipping, setting up, and dismantling of exhibits; and the post-convention meeting. 

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 increased 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 through online articles, white papers, videos, and educational resources. The book also includes "Industry Profiles" and "Best Practices" boxes to inspire readers. 

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@ahla.com , 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 (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.

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