Hospitality Training - СГУ · Hospitality Training 2009-2010 CaTalog. ... Interested in taking...
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Hospitality Training 2009-2010 CATALOG
Transcript of Hospitality Training - СГУ · Hospitality Training 2009-2010 CaTalog. ... Interested in taking...
Hospitality Training
2009-2010 CaTalog
For more than 50 years, the American Hotel & Lodging Educational Institute has been the leader in providing training solutions that address the diverse, demanding and specific needs of the hospitality industry.
Established in 1953, the Educational Institute continues to maintain the comprehensive and cutting edge training and education supported by industry leaders and experts worldwide, and delivered to all levels of hospitality personnel via:
• Online Learning• Videos • Seminars • Textbooks• Study Guides• Distance Learning Courses
Certification from the Educational Institute is the ultimate distinction of professional excellence throughout the hospitality industry. The Educational Institute certifies and validates competencies for 44 positions in the hospitality industry, guided by the cooperation and counsel of academic and industry experts. Designations from line-level to general manager, including the prestigious CHA – the Certified Hotel Administrator – are earned through a combination of experience and education.
The Educational Institute serves the global needs of learning institutions and hotel organizations through more than 90 licensed affiliates in 54 countries, including a central office in India. Hospitality operations throughout Europe, Asia, Australia, the Middle East, Africa, and Latin America.
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Video License Agreement
The Educational Institute training videos are covered by international and U.S. Copyright Laws. They are not sold outright, but are licensed to you for unlimited internal use only by the person or organization acquiring them directly from the Institute or its authorized sales representatives.
Prices subject to change without notice.
Table of Contents
www.ahlei.org
Programs and resources
Professional Certification Page 2
Professional Development Program Page 10
Online Learning Page 11
Customized Textbooks Page 14
Career Development Page 15
International (HEP/GAP) Page 20
Training Packages
DVD Packages Page 21
Book Packages Page 23
ProducTs showcase
Club Management Page 24
Financial Management Page 28
Food & Beverage Page 31
Front Office Page 40
Gaming Page 46
General Management Page 49
Guest Service Page 59
Housekeeping Page 63
Human Resources Page 68
Maintenance & Engineering Page 73
Risk Management Page 76
Sales & Marketing Page 80
Spa Management Page 84
Technology Page 88
order Form Page 92
ah&La and ah&LeF Page 94
Professional Certification
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generaL managers, owners, and corPoraTe execuTives
revised! CHA – Certified Hotel Administrator Page 6
CLM – Certified Lodging Manager Page 6
new! CLO – Certified Lodging Owner Page 6
deParTmenT heads and direcTors
CLSD – Certified Lodging Security Director Page 6
CHRE – Certified Human Resources Executive Page 6
CRDE – Certified Rooms Division Executive Page 6
CFBE – Certified Food & Beverage Executive Page 6
revised! CEOE – Certified Engineering Operations Executive Page 6
revised! CHHE – Certified Hospitality Housekeeping Executive Page 6
managemenT
CFDM – Certified Front Desk Manager Page 7
CRM – Certified Restaurant Manager Page 7
CMM – Certified Maintenance Manager Page 7
revised! CHM – Certified Housekeeping Manager Page 7
CHRM – Certified Hospitality Revenue Manager Page 7
ProFessionaL sTaFF
revised! CHSP – Certified Hospitality Sales Professional Page 6
CHT – Certified Hospitality Trainer Page 6
CHE – Certified Hospitality Educator Page 5
CHI – Certified Hospitality Instructor Page 6
CRDS – Certified Rooms Division Specialist Page 6
Military Discount Page 8
www.ahlei.org
Professional Certification
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SPEC
IALT
Y
CHHECertified
Hospitality Housekeeping
Executive
CFBECertifiedFood andBeverage Executive
CRDECertifiedRooms
DivisionExecutive
Front OfficeFood &
Beverage Housekeeping Maintenance Security SalesHuman
ResourcesFinancial
CHRECertifiedHuman
Resources Executive
CLSDCertifiedLodgingSecurityDirector
CEOECertified
EngineeringOperations Executive
CHMCertified
HousekeepingManager
CHSCertified Hospitality Supervisor
Certified
CRMCertified
RestaurantManager
CFDMCertified
FrontDesk
Manager
CHTCertified
Hospitality Trainer
CHDTCertified
Hospitality Department
Trainer
CLSSCertifiedLodgingSecurity
Supervisor
CLSOCertifiedLodgingSecurityOfficer
CHRMCertified
HospitalityRevenueManager
CHECertified
HospitalityEducator
CHICertified
HospitalityInstructor
CSSCertified
SpaSupervisor
CGSCertifiedGaming
Supervisor
MHSMasterHotel
Supplier
CHSP Certified
HospitalitySales
Professional
CMMCertified
MaintenanceManager
EXEC
UTIV
EDE
PART
MEN
T HE
ADS
MAN
AGER
IAL
SUPE
RVIS
ORLI
NE
Restaurant ServerRoom ServiceAttendant Cocktail Server Banquet Set-UpEmployee Kitchen Steward Bus PersonBartender Banquet Server
Front DeskRepresentative Bell Attendant Concierge PBX Operator Reservationist Valet Retail Cashier
Guestroom Attendant Public Space Cleaner Laundry Attendant
MaintenanceEmployee
CLOCertified Lodging Owner
CLM Certified Lodging Manager
CHACertified Hotel Administrator
Professional Certification from the Educational Institute is the ultimate distinction of professional excellence.
Professional Certification
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Professional Certification:Benchmark of SuccessFrom guestroom attendant to general manager, professional certification offered by the Educational Institute is the lodging industry’s ultimate distinction of excellence. When you earn a certification, you benefit from:
• Acknowledgement that you possess the skills and competencies required to succeed in the position you currently hold
• Tangible recognition for your high level of experience and knowledge in the area of certification
• Valuable opportunities for professional development and growth
Certification Online Exams Interested in taking your certification exam online? The Educational Institute now offers select certifications exams online. Our high-quality exams are designed to ensure maximum value to our customers, and each has been rigorously tested before release.
Candidates must submit an application and meet the necessary prerequisites. All online exams require that examinations be administered under the supervision of a proctor.
Review Sessions and ExamsCertification-specific review sessions and exams are offered for select designations. A standard review session features a full day of activities. This instructional period provides an overview of the program materials that you study prior to attending the review and allows you a chance to ask questions in an informal discussion environment. The review class is an excellent opportunity to prepare for the proctored exam session.
Certification FeesThe fee for each certification designation includes:• Application and exam administration• Study guide (excluding CHS, CLSO, CGS, CHDT, and
HSC certifications)• Designation, certificate and lapel pin for candidates
who successfully pass the exam.
Each study guide streamlines exam preparation time by breaking the content into timesaving units and serves as an excellent on-the-job reference tool. Includes practice examination questions with detailed explanations and a comprehensive glossary of key terms.
CHA Assessment Tool Candidates for the Certified Hotel Administrator (CHA) professional certification can test their readiness for the CHA exam with the new online CHA Assessment Tool available from the American Hotel & Lodging Educational Institute (EI).
The CHA Assessment Tool consists of six 20-question quizzes that correlate to the six sections of the CHA study guide. These knowledge domains include:
• Financial Management• Sales and Marketing• Leadership Management• Human Resources Management• Rooms Management• Food and Beverage Management
After completion of the test, which contains questions similar in format and content to those in the CHA exam, candidates receive an evaluation report indicating their score and skill level against the required benchmarks. The assessment includes a detailed performance report and a review of missed questions. It also identifies where the correct information may be found in the CHA study guide for further review, and includes:
• 90 days of access to the diagnostic tool• Three opportunities to practice each section• Assessment report after each use
The CHA Assessment Tool is available only to those hospitality candidates who have submitted a CHA application to EI and have met the necessary prerequisites for that certification program. ©2008Price: $75.00
For certification applications visit our website www.ahlei.org/certification,
or call 888-575-8726, or 407-999-8100.
Professional Certification
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DesignationsGeneral Managers, Owner-Operators, and Corporate Executives• Certified Hotel Administrator (CHA) revised!$650.00. AH&LA Members: $450.00• Certified Lodging Manager (CLM)$575.00. AH&LA Members: $400.00• Certified Lodging Owner (CLO)$650.00. AH&LA Members: $450.00
For Department Heads and Directors• Certified Lodging Security Director (CLSD)• Certified Rooms Division Executive (CRDE)• Certified Food and Beverage Executive (CFBE)• Certified Hospitality Housekeeping Executive (CHHE) • Certified Human Resources Executive (CHRE)• Certified Engineering Operations Executive (CEOE)Each department head designation:$475.00. AH&LA Members: $350.00
For Professional Staff• Certified Hospitality Sales Professional (CHSP) $375.00. AH&LA Members: $275.00• Certified Hospitality Trainer (CHT)$475.00. AH&LA Members: $350.00
For Management Staff• Certified Hospitality Revenue Manager (CHRM) • Certified Front Desk Manager (CFDM)• Certified Housekeeping Manager (CHM)• Certified Restaurant Manager (CRM)• Certified Maintenance Manager (CMM)Each management designation:$350.00. AH&LA Members: $275.00
For Supervisors• Certified Lodging Security Supervisor (CLSS) $275.00. AH&LA Members: $200.00• Certified Hospitality Supervisor (CHS) $95.00. AH&LA Members: $75.00• Certified Gaming Supervisor (CGS) $95.00. AH&LA Members: $75.00• Certified Hospitality Department Trainer (CHDT) (Also available in Arabic)$75.00. AH&LA Members: $50.00
For EducatorsValidates knowledge of teaching methods• Certified Hospitality Educator (CHE)
- Domestic – $600.00 - International – $650.00
For Suppliers• Master Hotel Supplier (MHS)
- Supplier - Food & Beverage - Designer
$400.00. AH&LA Members: $150.00
Hospitality Skills Certifications (HSC)Front-Line Staff The industry’s first program to recognize front-line staff for job knowledge and acquired skill set for their current position within the lodging industry.
Prerequisites: All HSC require 90 days of full-time experience in the position. Preparation materials are unique to each designation.
Food & Beverage Banquet Serve Banquet Set-Up Employee Bartender Bus Person Cocktail Server Kitchen Steward Restaurant Server Room Service Attendant
Front Office/Guest Services Bell Attendant Concierge Front Desk Representative PBX Operator Reservationist Retail Cashier Valet Attendant
Housekeeping Guestroom Attendant Laundry Attendant Public Space Cleaner Maintenance Employee
• Each Hospitality Skills Certification$50.00. AH&LA Members: $35.00
Professional Certification
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Certification Process Enrollment: Certification candidates must have prerequisite experience, currently hold qualifying positions, and pass an examination administered by EI. This exam tests knowledge and skills necessary to perform a particular hospitality position.
Study and Review: Candidates receive a study guide, which is included in the certification package (except for CHS, CLSO, CHDT, CGS, and HSC). Helpful review sessions are available for select designations.
Examination: Certification exams are administered following review sessions, or may be taken independently when proctored by an EI-approved party (see application for details and proctor requirements). Contact EI’s professional certification department at 888-575-8726 for upcoming certification review sessions and exam opportunities in your area, or visit EI’s website. Upon successful completion, participants will receive EI’s prestigious designation, certificate, and lapel pin.
Student CertificationThe Certified Rooms Division Specialist (CRDS) is aimed at graduates of the Lodging Management Program (LMP). To qualify for the CRDS designation, graduating high school seniors must complete and pass the LMP exams for both Year 1 and Year 2, and work in the lodging industry for at least 30 days.
Teacher CertificationTeachers who complete all three levels of the Lodging Summer Institute, pass the exams and perform 120 hours of internship will receive the Certified Hospitality Instructor (CHI) certification from the Educational Institute. This provides a great opportunity for teachers as State Departments of Education move towards requiring certification in your specialized field.
For more information call 800-349-0299 ext. 8160 or 407-999-8100.
Eligibility Requirements for Professional Certification
Designations
For Executives:REVISED! CHA and CLMA candidate must currently hold the qualifying position in order to take the certification exam.
Prerequisites: Candidates may qualify in one of three ways: PLAN A – Education EmphasisRequires a two-year hospitality or related degree from an accredited institution or completion of the Educational Institute’s twelve-course program and two years of full-time experience in the position.
PLAN B – Experience EmphasisRequires three years of full-time experience in the qualifying position.
PLAN C – Early EntryUpon successful completion of the exam, the candidate is required to meet the experience in the qualifying position in order to earn the Professional Certification designation. (See application for details).
NEW! CLOPrerequisites: Currently an owner or co-owner of a hotel property.
For Suppliers:MHSPrerequisite: Qualify with one year of experience.The Master Hotel Supplier (MHS) professional certification is the hospitality industry’s ultimate recognition that lodging suppliers have the industry-specific knowledge to effectively serve their lodging customers.
Please visit www.ahlei.org/certification for prerequisites details.
Professional Certification
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For Department Heads:CRDE, CHRE, CFBE, CEOE, CHHE, CLSD, CHTPrerequisites: Candidate who is in qualifying position may apply for certification in one of three ways: PLAN A – Education EmphasisEducation and experience.
PLAN B – Experience EmphasisPosition experience.
PLAN C – Early EntryQualified position.
For Managers:CHRM, CHSP, CRM, CHM, CMM, CFDMPrerequisites: Candidates may qualify in one of three ways:PLAN A – Education EmphasisEducation and experience.
PLAN B – Experience EmphasisPosition experience.
PLAN C – Early EntryQualified position.
For Supervisor:CHS, CGS, CLSS, CHDTPrerequisites: Candidates may qualify in one of three ways:PLAN A – Education EmphasisEducation and experience.
PLAN B – Experience EmphasisPosition experience.
PLAN C – Early EntryQualified position.
Please visit www.ahlei.org/certification for prerequisites details.
CLSO Prerequisites: Full-time employment as a hospitality security officer for 90 days is the experience qualification for the CLSO. Program Fee includes application and exam, plus designation, lapel pin, and certificate.
• Certified Lodging Security Officer (CLSO) $50.00. AH&LA Members: $35.00
Recommended preparation for the exam:
For individual:CLSO Study Guide08012SGG02ENGE$59.95. AH&LA Members: $49.95
For property:• LSO Program Property Package05620VHP02ENGE – English/VHS05620ISE02ENGE – English/DVD$199.95. AH&LA Members: $159.95
Professional Certification
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Military Discount Professional Certification from the American Hotel & Lodging Educational Institute provides official acknowledgement and validation of your operational and management expertise.
The Bureau of Veterans Administration (VA) has approved fourteen of the Educational Institute’s certifications for reimbursement under their program for military personnel. Active-duty service personnel and veterans with Montgomery GI Bill (MGIB) benefits are authorized to receive reimbursement for professional certification examinations approved by the VA for up to $2,000 per exam.
• Certified Hotel Administrator (CHA) • Certified Lodging Manager (CLM)• Certified Lodging Security Director (CLSD) • Certified Rooms Division Executive (CRDE)• Certified Food and Beverage Executive (CFBE)• Certified Hospitality Housekeeping Executive (CHHE) • Certified Human Resources Executive (CHRE)• Certified Engineering Operations Executive (CEOE) • Certified Hospitality Sales Professional (CHSP)• Certified Hospitality Department Trainer (CHDT)• Certified Hospitality Supervisor (CHS)• Certified Lodging Security Supervisor (CLSS)• Master Hotel Supplier (MHS) • Certified Hospitality Trainer (CHT)
Share this information-packed website with your employees:
http://www.gibill.va.gov/pamphlets/LC_brochure.pdf It is a great opportunity for eligible employees to earn professional certification at no cost to themselves or to their property.
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The American Hotel & Lodging Educational Institute – Training the best in the industry
Professional Development Program
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NEW! Online Professional DevelopmentThe Professional Development Program developed by the American Hotel & Lodging Educational Institute offers hospitality professionals a convenient and effective way to enhance their management skills and learn about the latest technology trends.
This online suite of 25 professional development modules covers topics in the areas of leadership, human resources and technology within the hospitality industry. Each topic was chosen for its relevance to today’s hospitality professional. Each online workbook is designed to be completed in about one hour and is followed by a quiz.
The Professional Development Program includes the following modules:
Leadership Series• Branding• Communication• Building High-Performance Teams• Motivation Through Leadership• Conflict Management• Continuous Improvement - Process and Tools• Changing Nature of Leadership• Managing Organizational Change• Power and Empowerment• Quality Service• Time Management
Human Resources Series• Discipline• Evaluating and Coaching• Hourly Employee Training Process• Planning and Recruiting• Selection
Technology Primer Series• An Introduction to Hotel Systems• Computer System Failure Contingency Planning• e-Commerce: Frequently Asked Questions• Food and Beverage Systems• Hotel Technology Infrastructure• Principles of Privacy• Revenue Management• Telecommunications in the Hospitality Industry• The Fundamentals of System and Data Security
RecertificationEach completed module in the Professional Development Program will count as a personal enrichment activity for maintenance of professional certification earned through the Educational Institute. Each module comes with a printable Certificate of Completion that offers supporting documentation for recertification.
Each module in the Professional Development Program can be ordered from EI’s secure online shopping cart at www.ahlei.org/pdp.
Price per module:$45.00. AH&LA Members: $30.00Available in English only.
Online Learning
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Programs
CourseLine® Page 12
Line-level Skills Training Page 12
CyberCinema® Page 12
revised! Supervisory Skill Builders Page 12
revised! CARE® Page 13
Online Learning
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Online learning for hotels, restaurants, and academic institutions.Educational Institute (EI) online training provides online access 24 hours a day, seven days a week. The interactive online programs are flexible, convenient, and present a standard and consistent method of training all employees.
The Internet-based training program benefits both management and employees. Management benefits from well-trained, skilled staff; employees benefit from high-quality training, which can increase their value on the job and advance their careers.
CourseLine®
CourseLine® provides an interactive way of taking EI lodging hospitality management courses online for groups—academic or hotel industry. These courses are hospitality specific and are the same materials taught worldwide through our academic institution partners.
What’s included with CourseLine®?• Progress reporting for trainers and management to
monitor and assist in employee progress• Review quizzes and exams• Links to internet sites related to course topics• Case studies• Interactive activities
Course completion certificates are provided to those who successfully complete the course final exam.
CourseLine® is also available to individuals who wish to take EI’s hospitality management courses online.(see page 65)
CyberCinema®
CyberCinema® provides access to EI’s video training library, consisting of the following nine topics:
• Front Office• Housekeeping• Human Resources• Risk Management• Sales and Marketing• Food and Beverage• General Management• Guest Services• Maintenance and Engineering
Optional: Video quizzesUpon successful completion of the video quizzes, a certificate of completion is awarded.
REVISED! Supervisory Skill BuildersThe Supervisory Skill Builders (SSB) modular program is loaded with “need-to-know” information on how supervisors should carry out their responsibilities to management as well as employees. SSB helps supervisors meet management’s objectives for productivity and quality guest service; solve everyday workplace challenges; and gain respect, trust, and support from the people who work for them. Available topics include:
• You as a Supervisor• Conducting Orientation and Training• Leadership• Handling Problems and Conflicts• Motivation and Team Building• Staffing and Scheduling• Improving Employee Performance• Effective Communication• Time Management
www.ahlei.org
Hospitality Line-level Skills TrainingThe Hospitality Line-level Skills Training courses provide a consistent training program for line-level employees, including:
• Front Desk Representative• Restaurant Server• Guestroom Attendant
Online Learning
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REVISED! Online Program:Controlling Alcohol Risks Effectively (CARE®) OnlineThe four-hour CARE® Online program provides flexible, self-paced training to prepare employees for handling the challenges of responsible alcohol service. The revised (2008) online program includes updated content and enhanced interactivity with new audio/video features, learning activities, and review questions.
The CARE® Online program includes: • Seven (7) content modules
– Introduction – Alcohol Service and the Law – Checking Identification – Alcohol and Its Physical Impact – Intervention – State Laws – Summary
• Glossary of terms • State laws document (provided in PDF format) • Module quizzes for learning application • Proctored final exam • Training Verification Card for servers who pass the
final exam
CARE® Online Tiered Pricing:
# Units AH&LA Member Non Member
1 – 9 $39.95 each $49.95 each
10 – 49 $37.95 each $47.95 each
50 – 99 $35.95 each $44.95 each
100 – 250 $32.95 each $41.95 each
250 – 499 $30.95 each $38.95 each
500+ Call for pricing
For additional CARE® online detail and qualifying states, call 800-344-3200 or 517-372-8800.
The CARE® program is not available for individual purchase.
Prices are subject to change without notice
Customized Textbooks
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Create your own book to match your audience!With the Customized Textbook service offered by the American Hotel & Lodging Educational Institute (EI), you can choose the chapters you want from EI’s extensive line of hospitality management textbooks and combine them to create a unique book that matches your audience perfectly.
• No more copyright concerns• Select individual chapters that fit your audience• Add your own (non-copyrighted) materials• Organize the information in the order that best fits your
needs
Each customized textbook is professionally bound with a standard book cover (additional cost for customized covers). The inside pages feature graphics and diagrams – and you can create the name of the book.
• Minimum units: 20• Up to 12 chapters per book• $6 per chapter
The Customized Textbook catalog features over 500 chapters from more than 50 books; EI helps you identify the specific chapters or case studies you need.
The perfect book can be yours—with a little help from EI!
For additional details, and to receive a copy of the Customized Textbook catalog, call your account executive today at 800-349-0299 or 407-999-8100.
Career Development
15www.ahlei.org
Programs
Distance Learning Page 16
High School Programs and Workforce Development Programs Page 17
Chapters and Groups Page 18
Scholarships Page 19
Career Development
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Distance LearningDistance Learning courses in hospitality management encourage your star performers to work from home to acquire the same quality education in hospitality as those who attend class at a college or university. Students can take individual courses or earn certificates in these areas:
Five-Course Certificate of Specialization • Rooms Division Management • Food and Beverage Management • Marketing and Sales Management • Human Resources Management • Accounting and Financial Management • Club Management • International Hospitality Management
Eight-Course Hospitality Operations CertificateTwelve-Course Hospitality Management Diploma Twelve-Course Food & Beverage Management Diploma
Benefits of Distance LearningThe Educational Institute handles all administration and tracks progress of everyone enrolled from your property, making it easy to:• Identify and retain peak performers by offering career
development opportunities• See improved guest services as your employees
sharpen competence and productivity• Cross-train employees for increased job satisfaction
and efficiency
Distance Learning scholarships are available in cooperation with American Express. See page 19 for details.
For a complete course catalog or to enroll, call 800-390-8399 or 517-318-2353. Distance Learning courses are also available online at wwww.ahlei.org/distance learning
Course Listings Introduction to Hospitality
100 The Lodging and Food Service Industry 103 Hospitality Today: An Introduction 321 Tourism and the Hospitality Industry
Rooms Division 281 Hospitality Facilities Management and Design333 Managing Front Office Operations338 Managing Housekeeping Operations 387 Security and Loss Prevention Management 468 Managing Technology in the Hospitality Industry
Food and Beverage 241 Food and Beverage Management245 Food Safety: Managing with the HACCP System346 Managing Beverage Service349 Managing Service in Food and Beverage Operations445 Purchasing for Food Service Operations448 Bar and Beverage Management 464 Planning and Control for Food and Beverage
Operations
Accounting and Finance 260 Hospitality Industry Financial Accounting261 Basic Hotel and Restaurant Accounting362 Accounting for Hospitality Managers366 Accounting for Club Operations 462 Hospitality Industry Managerial Accounting
Marketing and Sales 271 Marketing in the Hospitality Industry 323 Fundamentals of Destination Management and
Marketing370 Marketing of Hospitality Services 372 Hospitality and Tourism Marketing472 Hospitality Sales and Marketing 478 Convention Management and Service
Human Resources 250 Supervision in the Hospitality Industry 354 Training and Development in the Hospitality
Industry 357 Managing Hospitality Human Resources 358 International Human Resource Management in the
Hospitality Industry
General Hospitality Management 304 Leadership and Management in the Hospitality
Industry313 Contemporary Club Management 391 Understanding Hospitality Law424 Resort Management428 International Hotels: Development and Management
Career Development
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Lodging Management Program
The Lodging Management Program (LMP) provides 11th and 12th grade students with the classroom learning and real-life work experience needed to take advantage of the boundless career opportunities in the hospitality industry.
LMP students have already demonstrated their enthusiasm and interest in hospitality, and are ideal candidates for admission into a college or university hospitality management or travel/tourism program.
Tomorrow’s hospitality leaders get their start with ei’s high school programs!
Skills, Tasks, and Results Training (START)
This introductory curriculum shows 9th or 10th grade students what hospitality is all about. START provides training for positions in the rooms and food and beverage divisions of a lodging operation, including front desk, reservations, housekeeping, bell services, restaurant service, banquet setup and service, and more. Guest service, professionalism, and career exploration are also included in the program.
START is also perfect for workforce development training for groups such as welfare-to-work, at-risk youth, dislocated workers, and military transition.
For more information please call 800-349-0299 ext. 8166 or 8118, or 407-999-8100.
Student CertificationCertified Rooms Divisions Specialist (CRDS)Teacher CertificationCertified Hospitality Instructor (CHI)(See page 6 for details.)
Professional Certification
Career Development
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GroupsThe Educational Institute (EI) Groups allow lodging managers to bring EI professional development courses right to their properties, taking advantage of materials specifically designed to develop the competencies required in the industry. With as few as five individuals, complete materials for 35 courses can be purchased for presentation by a trainer or department head at the property.
Instructor’s guides clearly outline each session, suggest key points, and offer presentation techniques that stimulate lively discussion and aid in retention. Instructions, course books, test disks, final exams, and prized EI certificates of completion are all a part of the program.
At the property level, Groups are an exceptional way to sharpen skills in one area through specific courses, cross-train in a teamwork approach to tasking, and develop a strong pool of promotable talent by using a schedule of courses as an in-house management training program.
Getting Together to Get Ahead
ChaptersThe Educational Institute (EI) Chapters are volunteer organizations that run on the desire to learn, grow, perform, and move ahead! They also recognize that well-trained employees have a direct, positive impact on the bottom line of a lodging property. Chapters are currently meeting these needs worldwide!
Each EI Chapter is required to have a minimum of three officers: President, Vice President, and Treasurer. The three officers work with an advisory board consisting of at least three general managers and/or corporate officers representing at least two properties.
The purpose of a Chapter is to answer the need for continuing education in hospitality at a convenient location and an affordable price. Thirty-three courses are available, with each course averaging 25-35 hours of group time, which can be scheduled over a period of weeks. Chapters offer personal and professional development opportunities and often fulfill the dream of many to earn a diploma. To receive help in establishing an EI Chapter or Group, call 800-344-3320 ext. 2364. International customers, please call 517-372-8800.
Career Development
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Scholarships Promote Hospitality CareersProfessionals seeking Educational Institute certification or completion of course materials through EI Distance Learning have generous resources available to them. Scholarships from Ecolab and American Express are offered quarterly.
Certification Scholarships From EcolabGenerous funding from Ecolab helps professionals seek the following certifications: CHA Certified Hotel Administrator CLM Certified Lodging ManagerCEOE Certified Engineering Operations ExecutiveCHHE Certified Hospitality Housekeeping Executive
The scholarship includes the cost of the certification study guide (if applicable), examination fee, and the certification fee. The applicant is asked to submit the application for certification as an attachment to the Ecolab scholarship application. American Hotel & Lodging Foundation will notify applicants of scholarship awards. Payments will be made directly to the Educational Institute.
To be eligible, applicants must meet the following requirements: • Be actively employed full-time (at least 35 hours per
week) at a property that is a member of AH&LA at the time of application
• Meet the qualifications for the certification designation being sought
Applications must be postmarked by January 1, April 1, July 1, or October 1 to be considered for each quarterly disbursement. For more information or an application, call 800-344-4381,ext. 2349.
Professional Development Scholarships From American ExpressHospitality professionals enrolled in any of the American Hotel & Lodging Educational Institute distance learning courses or professional certification programs are invited to apply.
To be eligible, applicants must meet the following requirements:
• Be actively employed (at least 20 hours per week) at a property that is a member of AH&LA at the time of application and have a minimum of 12 months of employment in a hotel
OR
• Be the dependent of an employee who meets the previous requirement and have past employment in some capacity in the hospitality industry
Applications must be postmarked by January 1, April 1, July 1, or October 1 to be considered for each quarterly disbursement. Applicants will be notified within 30 days of their approval status. Payments will be made directly to the American Hotel & Lodging Educational Institute and recipients will be enrolled in the program for which funding was provided. For more information or an application, call 800-344-4381, ext. 2349.
Available only in the United States and Canada.
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InternationalThe Educational Institute (EI) extends its reputation around the world to serve the needs of learning institutions and hotel organizations by having more than 91 licensed EI affiliates in 54 different countries. EI also has an office in India, and holds exclusive HEP license agreements in 45 countries connecting the Educational Institute’s research and expertise to hospitality operations throughout Europe, Asia, Australia, the Middle East, Africa, and Latin America.
Outside the U.S. and Canada, educational courses and curricula are available only to institutions that have entered into a formal license arrangement with EI. The two programs available are:
Hospitality Education Program (HEP)
Privileges and Benefits
The exclusive right within a protected territory (city, country or multiple countries) to:
• Offer EI’s individual course certificates, areas of specialization and diplomas in a classroom or distance learning environment
• Market and distribute EI products provided at discounted prices
• Use the EI name and registered marks • Train and certify faculty members/eligible employees
Global Academic Program (GAP)
Privileges and Benefits
• Offer EI courses, areas of specialization, and diplomas
• Right to use EI name and trademark • Availability of a full range of proven, up-to-date
educational materials • Flexibility in class size and meeting times • Full range of supplemental materials• Students receive credentials recognized worldwide
DVD Packages
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DVD SavingsCreate your own DVD library by selecting from these options:
Option 1: Any 65 individual DVD titles45230DVD01ENGE – 65 DVD titles$7,475.00. AH&LA Members: $5,200.00
Option 2: Any 10 individual DVD titles45210DVD01ENGE – 10 DVD titles$1,300.00. AH&LA Members: $900.00
Option 3: Any 5 individual DVD titles45220DVD01ENGE – 5 DVD titles$750.00. AH&LA Members: $500.00
Spanish Training ProgramEach Spanish Training Program includes:• Six DVDs in Spanish • Four language-free World Trainer DVDs • One Spanish Skills Guide: Guestroom Attendant • Two Spanish-to-English pocket guides
Extended Stay Property: Spanish Training Program07055ISE01SPGE$995.00. AH&LA members: $755.00
Full Service Property: Spanish Training Program07050ISE01SPGE$995.00. AH&LA members: $755.00
Limited Service Property: Spanish Training Program07060ISE01SPGE$995.00. AH&LA members: $755.00
Other packages available:
Food & Beverage Collection: 10 pack(English)• New Employee Orientation• Workplace Safety & Security• Food Preparation and Kitchen Operations • Food Safety & Sanitation• Bussing & Dishwashing• Quality Guest Service• Hosting & Cashiering • Professional Table Service • Beverage Service & Alcohol
Awareness • Enhanced Selling06225DVD01ENGE$599.95. AH&LA members: $499.95
Food & Beverage Collection: 10 pack(Bilingual: English/Spanish)• New Employee Orientation*• Workplace Safety & Security*• Food Preparation & Kitchen Operations*• Food Safety & Sanitation*• Bussing & Dishwashing*• Quality Guest Service• Hosting & Cashiering • Professional Table Service • Beverage Service & Alcohol
Awareness • Enhanced Selling06225DVD01BIGE*Spanish titles.$699.95. AH&LA members: $599.95
Food & Beverage Collection: 5 pack (English) • New Employee Orientation • Workplace Safety & Security • Food Preparation and Kitchen
Operations • Food Safety and Sanitation • Bussing and Dishwashing06230DVD01ENGE$399.95. AH&LA members: $299.95
DVD Packages
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Food & Beverage Collection: 5 pack (Bilingual English/Spanish)• New Employee Orientation • Workplace Safety & Security • Food Preparation and Kitchen
Operations • Food Safety & Sanitation • Bussing & Dishwashing06230DVD01BIGE$499.95. AH&LA members: $399.95
Food and Beverage Series:3-in-1 package• Introduction to Food and Beverage• Restaurant Server• Bus Person06007DVD01ENGE$285.00. AH&LA members: $225.00
NEW! Guest Service:3-in-1 package• Courtesy Rules! Better Telephone
Skills Now• Spirit of Hospitality• ADA: Breaking Down Barriers06002DVD02ENGE$375.00. AH&LA members: $275.00
NEW! 10-Minute Trainer:3-in-1 package• 10-Minute Trainer: Guest Service• 10-Minute Trainer: Housekeepers• 10-Minute Trainer: Safety06005DVD02ENGE $350.00. AH&LA members: $250.00
NEW! Human Resources:3-in-1 packageTitles include:• Diversity Works• Best Face Forward• There’s A Place for You Here05200DVD01ENGE – English/DVD$375.00. AH&LA Members: $275.00
NEW! Housekeeping:4-in-1 bilingual package• Stay Safe: Awareness Training for
Housekeepers• Housekeeping: Quality Guestroom
Cleaning06003DVD02BIGE – English/Spanish/DVD$450.00. AH&LA members: $325.00
Maintenance:3-in-1 package• Quality Guestroom Maintenance• Full Access: Making Your Property ADA
Compliant• Energy-Saving Tips for Lodging06004DVD01ENGE$375.00. AH&LA Members: $275.00
Risk Management: 3-in-1 packageSpotlight On Security for Lodging• Fire Safety: Prevention and Response
for the Lodging Industry• Planning for Emergencies06001DVD01ENGE $375.00. AH&LA Members: $275.00
Train the Trainer:3-in-1 packagePreparing for Training• Conducting One-on-One Training• Leading Group Training05540DVD02ENGE$300.00. AH&LA members: $200.00
Front Office Skills Series:3-in-1 package• Full Service Operations: At Your
Service Plus • Sales: A Winning Formula• Guest Relations: Aiming to Please05005DVD01ENGE$375.00. AH&LA members: $275.00
Prices are subject to change without notice.
www.ahlei.org
Book Packages
23
Save over $1,200Option 1Textbook library – 58 TextbooksOrder 58 of the hospitality books listed in this catalog for the special package price and save over $1,200!04039TXT03ENGE – English$2,000. AH&LA Members: $1,600
www.ahlei.org
Three Ways to Save on Hospitality Books!
Save up to $300Option 2Any 10 TextbooksOrder your choice of any 10 books listed in this catalog for the special package price and save up to $300!04032TXT01ENGE$459.95. AH&LA Members: $369.95
Save up to $150Option 3Any 5 TextbooksOrder your choice of any 5 books listed in this catalog for the special package price and save up to $150!04033TXT01ENGE$249.95. AH&LA Members: $199.95
For detailed information and chapter outlines, visit our academic website www.eiacademic.org.
Savings apply to different titles. Does not include volume purchase of same titles.
Prices subject to change without notice.
Club Management
24
Programs
revised! Supervisory Skill Builders for Private Clubs Page 25
CARE® For Club Servers Page 26
Books
Contemporary Club Management Page 26
Uniform System of Financial Reporting for Clubs Page 26
White Papers on Club Management – Volume I Page 27
White Papers on Club Management – Volume II Page 27
Accounting for Club Operations Page 27
Case Studies in Club Management Page 27
www.ahlei.org
Club Management
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ProgramsREVISED! Supervisory Skill Builders for Private ClubsThird EditionSpecific to the concerns of club supervisors, this nine-workbook series is ideal as a self-trainer or for learning in a group setting. Each workbook is a self-contained module helping supervisors:
The nine workbook topics are:• You as a Supervisor • Conducting Orientation and
Training • Leadership • Handling Problems and
Conflict • Motivation and Team Building • Staffing and Scheduling • Improving Employee Performance • Effective Communication• Time Management
Each topic becomes one module, developed through a workbook, and leader’s guide, and video, purchased individually. This dynamic series is available in three training components:1. Set of nine workbooks – Ideal for self-training or
group learning, each workbook provides a case-study approach to building supervisory skills. For group training sessions, a set of workbooks must be ordered for each participating employee.
2. Set of nine Leader’s guides – For group training, the leader’s guide includes workbook materials and provides easy-to-follow employee tracking materials and step-by-step instructions for conducting group training sessions.
3. Set of nine videos – Fast-paced videos provide a light-hearted review of the material and enhance learning retention. Videos are designed to summarize; not intended as core training.
Workbooks complete set of nine.09510SKP03ENCL – English$139.95. AH&LA Members: $109.95
Leader’s Guides complete set of nine.09510SKG03ENCL – English $224.95. AH&LA Members: $179.95
Videos complete set of nine.05570DVD02ENGE – English/DVD$299.95. AH&LA Members: $239.95
Videos by individual title to supplement program.$49.95. AH&LA Members: $39.95
Club Management
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Alcohol AwarenessCARE® For Club Servers(Controlling Alcohol Risks Effectively)This one-day seminar/workshop provides invaluable information for bartenders and alcohol servers in a club environment. CARE® is designed as a one-day workshop. Prepare your employees with the proper knowledge of how to handle the challenges of responsible alcohol service.Includes:• Instructor’s Guide • Sample Server’s Manual• Server Training Video• One Pocket Guide06630ISE02ENGE – English/DVD $269.95. AH&LA Members: $229.95
Reusable Participant MaterialIncludes:• One Server’s Manual (reusable)• One Pocket Guide• Exam06635MSC02ENGE – English$24.95. AH&LA Members: $20.95
Exam Packet (Refill)Includes:• One Pocket Guide• Exam06633MSC02ENGE – English$16.95. AH&LA Members: $13.95
Participant MaterialIncludes:• One Server’s Manual (student keeps)• Exam06634MSC02ENGE – English$20.95. AH&LA Members: $16.95
Ask about quantity discounts when you place your order.
BooksContemporary Club ManagementSecond EditionJoe Perdue, Editor16 chapters, ©2007, SoftboundISBN 978-0-86612-286-3 The certification program of the Club Managers Association of America guided the content development of this book. The revised edition includes new chapters on membership marketing, training and development, and club entertainment, as well as expanded treatment of club recreation, including a new chapter on golf course maintenance. The book also incorporates information from the Uniform System of Financial Reporting for Clubs.00313TXT02ENGE – English$92.95. AH&LA Members: $62.95
Uniform System of Financial Reporting for ClubsSixth Revised Edition©2003, HardboundISBN 978-0-86612-237-5This book is a club accounting resource for club managers, officers, and controllers that provides a total financial reporting system. The revised edition is a joint collaboration between Hospitality Financial and Technology Professionals (HFTP) and Club Managers Association of America (CMAA). It offers a flexible turnkey reporting system geared specifically to member-owned, not-for-profit city and country clubs.00675TXT06ENGE – English$75.95. AH&LA Members: $45.95
Club Management
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Accounting for Club Operations Raymond S. Schmidgall, Ph.D., CPA, and James W. Damitio, Ph.D., CPA15 chapters, ©2001, SoftboundISBN 978-0-86612-190-3A valuable resource for club industry managers and financial executives, this book explains accounting concepts and how they apply to specific club operations. Topics include operations budgeting, capital budgeting, asset management, internal controls, and club technology applications. Production of this book was underwritten by Hospitality Financial & Technology Professionals (HFTP).00366TXT01ENGE – English$92.95. AH&LA Members: $62.95
Case Studies in Club Management24 cases, ©1998, SoftboundISBN 978-0-86612-167-5Real-world case studies developed with the expertise of veteran club managers highlight the challenges of working in the private club environment. 00603TXT01ENGE – English $67.95. AH&LA Members: $37.95
White Papers on Club Management Volume IBridgette M. Redman 6 chapters, ©1997, SoftboundISBN 978-0-86612-164-4This book is a compilation of articles, developed especially for Club Managers Association of America managers. It provides insight into managing a club and developing improved relations with the board. Topics include: club board and committee orientation; club bylaws; club rules; effective board and committee meetings, and more. Review questions, activities, and case studies are included with each topic. 00881TXT01ENCM01 – English$73.95. AH&LA Members: $43.95
White Papers on Club Management Volume IIBridgette M. Redman 6 chapters, ©1999, SoftboundISBN 978-0-86612-183-5This book of articles for club managers addresses important club issues like crisis management, media communications, renovation, maintenance, employee manuals, and technology. Review questions, activities, and case studies are included with each topic. 00882TXT01ENCM02 – English$71.95. AH&LA Members: $41.95
Financial Management
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Books
Uniform System of Accounts for the Lodging Industry Page 29
Hospitality Industry Financial Accounting Page 29
Hotel Internal Control Guide Page 29
revised! 2008 Impact of Room Tax Increases on the Lodging Industry Page 29
revised! Hotel Asset Management: Principles & Practices Page 29
CapEx 2007: A Study of Capital Expenditures in the Hotel Industry Page 29
Accounting for Hospitality Managers Page 30
Hotel Investments: Issues & Perspectives Page 30
Basic Hotel and Restaurant Accounting Page 30
Hospitality Industry Managerial Accounting Page 30
Uniform System of Accounts for the Health, Racquet, and Sportsclub Industry Page 30
sTudy guides
new! Certified Hospitality Account Executive (CHAE) Study Guide Page 30
new! Certified Hospitality Technology Professional (CHTP) Study Guide Page 30
www.ahlei.org
Financial Management
29
BooksUniform System of Accounts for the Lodging Industry Tenth Revised Edition©2006, HardboundISBN 978-0-86612-282-5 The Tenth Revised Edition establishes standardized formats and account classifications. Changes to this edition include content and format modifications for both the financial and operating statements, reflecting changes in generally accepted accounting principles since the ninth revised edition.00659TXT10ENGE – English$73.95. AH&LA Members: $43.95
Hospitality Industry Financial AccountingThird EditionRaymond S. Schmidgall, Ph.D., CPA, and James W. Damitio, Ph.D., CMA18 chapters, ©2006, SoftboundISBN 978-0-86612-284-9This book presents basic financial accounting concepts and shows how they apply to the hospitality industry. Each chapter also includes five new problems to give readers practice using accounting information, restaurants, and clubs. 00260TXT03ENGE – English$93.95. AH&LA Members: $63.95
Hotel Internal Control Guide 18 chapters, ©1997, Softbound ISBN 978-0-86612-153-8This guide lets you in on good internal controls and what may happen if they are not in place. Highlights: Financial, Operational, and Fraud Auditing, Room Revenue, Food and Beverage Revenue, Food and Beverage Costs, Purchasing, Payroll, Loss Prevention/Risk Management, Management Information Systems.06580TXT01ENGE – English$67.95. AH&LA Members: $37.90
REVISED! 2008 Impact of Room Tax Increases on the Lodging IndustryThe report features state-by-state tables describing the economic benefits of tourism expenditures and one summary table of the various combinations of bed taxes found in each state, which shows the state and local occupancy tax rates and the state and local sales and tax rate where it applies to lodging. The final report is posted on the Members Only section of AH&LA's website.©200888111NEI03ENGE – English$50.00. AH&LA Members: $25.00
REVISED! Hotel Asset Management: Principles & PracticesSecond EditionEdited by Greg Denton, Lori E. Raleigh, and A. J. Singh19 chapters, ©2009, SoftboundISBN 978-0-86612-337-2This book is a handy reference resource for hotel owners, lodging industry real estate professionals, and the hotel company executives writing on key topics, including creating the asset management plan, investing in global economy, management contracts and franchising, benchmarking and financial analysis.00676TXT02ENGE – English$82.95. AH&LA Members: $52.95
CapEx 2007: A Study of Capital Expenditures in the Hotel Industry©2007, SoftboundISBN 978-0-86612-298-6Sponsored by the International Society of Hospitality Consultants (ISHC) in cooperation with the American Hotel & Lodging Association (AH&LA) and the Hospitality Asset Managers Association (HAMA). This book presents an updated view of capital expenditures by various hotel segments, including luxury, full service, select service, and extended stay; featuring statistical trends and editorial analysis.00620TXT01ENGE – English$149.95. AH&LA Members: $99.95
Financial Management
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Uniform System of Accounts for the Health, Racquet, and Sportsclub Industry 11 chapters, ©1998, HardboundISBN 978-0-86612-160-6Establishes an industry standard for revenue and expense recognition, and explains how to calculate debt-to-equity rations.00672TXT01ENGE – English$70.95. AH&LA Members: $40.95
Study GuidesREviSEd! Certified Hospitality Account Executive (CHAE) Study Guides ©2008, SoftboundThis two-volume study guide includes information candidates must know for the CHAE certification exam. Chapters cover the following topics: financial accounting, managerial accounting, asset management, hospitality tax and law, and hospitality operations. 08046SGP03ENG - English$159.00
REviSEd! Certified Hospitality Technology Professional (CHTP) Study Guides ©2008, Softbound This two-volume study guide will provide comprehensive information on assessing your knowledge of the content required for CHTP certification. The CHTP program is recognized as the symbol of achievement and competence in hospitality technology. 08047SGP02ENGE - English$159.00
Review sample questions at the end of the study guides aid in preparation for the certification exam. Please contact Hospitality Financial and Technology Professionals (HFTP) for a CHAE or CHTP certification application at 800.646.4387 or 512.249.5333. Or visit their website www.hftp.org.
Accounting for Hospitality ManagersFifth EditionRaymond Cote, CPA, CCP20 chapters, ©2007, SoftboundISBN 978-0-86612-297-9Better understand and apply hospitality departmental accounting at the supervisory and managerial levels. Unique features include a chapter on annual reports and discussion of topics such as open/close for the off-season, and more.00362TXT05ENGE – English$94.95. AH&LA Members: $64.95
Hotel Investments: Issues & PerspectivesFourth EditionEdited by Lori L. Raleigh, ISHC, and Rachel J. Roginsky, ISHC15 chapters, ©2006, SoftboundISBN 978-0-86612-281-5Cutting-edge articles from top experts show managers how their roles in an operation will affect owners, investors, and overall business profits. 00668TXT04ENGE – English$87.95. AH&LA Members: $57.95
Basic Hotel and Restaurant Accounting Sixth EditionRaymond Cote, CPA, CCP16 chapters, ©2006, SoftboundISBN 978-0-86612-283-2Train employees to easily understand the basic accounting information that drives hospitality operations.00261TXT06ENGE – EnglishAlso available in Arabic.$93.95. AH&LA Members: $63.95
Hospitality Industry Managerial AccountingSixth EditionRaymond S. Schmidgall, Ph.D., CPA 15 chapters, ©2006, SoftboundISBN 978-0-86612-289-4Get the most up-to-date managerial accounting information found only in this book. 00462TXT06ENGE – English$93.95. AH&LA Members: $63.95
Food & Beverage
31www.ahlei.org
videos
Food & Beverage Series: Introduction to Food & Beverage Page 32
Food & Beverage Series: Restaurant Server Page 32
Food & Beverage Series: Bus Person Page 32
Food & Beverage: Quality Service Skills Page 32
Food & Beverage Collection Page 33
new! Quality Breakfast Service Page 33
Smart Service for Great Banquets Page 33
Food Safety the HACCP Way Page 33
Books
Managing Service in Food and Beverage Operations Page 34
Purchasing for Food Service Operations Page 34
Managing Beverage Service Page 34
Management of Food and Beverage Operations Page 34
Case Studies in the Management of Food and Beverage Operations Page 34
Case Studies in Commercial Food Service Operations Page 34
Managing Bar and Beverage Operations Page 35
revised! Planning and Control for Food and Beverage Operations Page 35
revised! Case Studies in Food Service Management: Business Perspectives Page 35
revised! Food Safety: Managing with the HACCP System, Second Edition Page 35
skiLLs guides
Banquet Server Page 36
Banquet Set-Up Employee Page 36
Bartender Page 36
Bus Person Page 36
Cocktail Server Page 36
Kitchen Steward Page 36
Kitchen Cook Page 36
Restaurant Server Page 37
Room Service Attendant Page 37
workshoPs
revised! Supervisory Skill Builders for Restaurant and Foodservice Operations Page 37
CARE® for Servers (Controlling Alcohol Risks Effectively) Page 38
ProFessionaL cerTiFicaTion
CFBE – Certified Food & Beverage Executive Page 38
CRM – Certified Restaurant Manager Page 38
Food & Beverage
32
VideosThe Food & Beverage Series provides an excellent overview of the primary positions involved in the food and beverage industry and the basic tasks associated with each of those positions. Three individual titles include:
Introduction to Food & Beverage This video takes a brief look at the size, structure, and people who make up the vast food and beverage industry. New employees will get a better idea of where they fit in, what they can aim for, and why they are on the right path choosing this industry. Topics include:• Types of food and beverage operations• The control cycle of a restaurant operation• Commercial and non-commercial operations• Food production personnel and positions• Basic food safetyIncludes companion guide.10 minutes, ©200608049DVD01ENGE – English/DVD$149.95. AH&LA Members: $99.95
Restaurant ServerThis video and companion guide provides an overview of the skills needed to become a successful restaurant server focused on guest satisfaction. Topics covered include:• Service set up and greeting guests• Taking food orders and serving
meals• Basic food safety • Guest checks • Closing duties 15 minutes, ©200608022DVD01ENGE – English/DVD$149.95. AH&LA Members: $99.95
Bus PersonEvery member of a food and beverage service operation plays a crucial role in fulfilling guest expectations. This video and companion guide features the quality service skills needed to become a successful Bus Person.Topics include:• Set up stations • Table service • Maintaining stations • Closing duties Includes companion guide.©200608036DVD01ENGE – English/DVD$149.95. AH&LA Members: $99.95
Food & Beverage Series:3-in-1 package• Introduction to Food & Beverage • Restaurant Server• Bus Person15 minutes, ©200606007DVD01ENGE – English/DVD$285.00. AH&LA Members: $225.95
Food and Beverage: Quality Service SkillsThese two videos go beyond the basics for every step of dining service. Topics:• Guest-pleasing service tips for
everything from handling glasses to placing dessert
• A practical method for ensuring orders are taken and served correctly
Includes companion guide 15 minutes each videotape ©199405510DVD02ENGE – English/DVD05510DVD02SPGE – Spanish/DVD$249.95. AH&LA Members: $124.95
Food & Beverage
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Food & Beverage CollectionEach DVD training program presents skills and tasks in short, focused segments that are easily absorbed in individual or group training situations, perfect for tight training schedules or targeted review. Series includes:
• New Employee Orientation*• Workplace Safety & Security* • Food Preparation & Kitchen
Operations*• Professional Table Service• Enhanced Selling• Quality Guest Service• Food Safety & Sanitation*• Hosting & Cashiering• Beverage Service & Alcohol Awareness• Bussing & Dishwashing*
*Individual DVD titles also available in bilingual, English/Spanish.
Quality Guest Service and Beverage Service & Alcohol Awareness are not available as individual titles.
10 pack English06225DVD01ENGE – English/DVDs$599.95. AH&LA Members: $499.95
10 pack Bilingual (English/Spanish) 06225DVD01BIGE – Bilingual/DVDs$699.95. AH&LA Members: $599.95
5 pack English06230DVD01ENGE – English/DVDs$399.95. AH&LA Members: $299.95
5 pack Bilingual (English/Spanish)06230DVD01BIGE – Bilingual DVDs$499.95. AH&LA Members: $399.95
Individual DVD – English$119.95 each. AH&LA Members: $89.95 each
Individual DVD – Bilingual (English/Spanish)$149.95 each. AH&LA Members: $119.95 each
NEW! Quality Breakfast ServiceThis video with trainer’s guide, and certificate of completion, shows managers and employees how to meet and exceed guest expectations for a quality breakfast service experience at your property. Topics include: • Work safety, food safety, and sanitation • Pre- and post-service tasks • Service • Forecasting and Ordering • Presentation38 minutes, ©200805940DVD01ENGE – English/DVD$224.95. AH&LA Members: $179.95
Smart Service for Great BanquetsBanquets account for the greatest revenue percentage in a hotel’s food and beverage operation. Train employees how to deliver outstanding service with the right combination of smarts, skills, and style to create a memorable banquet experience for guests. Topics include:• Top quality set-up and service standards• Emphasis on personal hygiene and food safety• Full pre-banquet set-upIncludes companion guide.22 minutes, ©200105030DVD02ENGE – English/DVD05030DVD02SPGE – Spanish/DVD$199.95. AH&LA Members: $139.95
Food Safety the HACCP WaySponsored by DiverseyLever. This video gives a concise, easy-to-understand explanation of the Hazard Analysis Critical Control Point (HACCP) approach to food safety management, including the seven simple steps that can get your HACCP framework up and rolling immediately. Includes Implementation Guide.30 minutes, ©199405520DVD01ENGE – English/DVD05520DVD01SPGE – Spanish/DVD$79.95. AH&LA Members: $39.95
Food & Beverage
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Management of Food and Beverage OperationsFourth EditionJack D. Ninemeier, Ph.D., CFBE, CHE12 chapters, ©2005, SoftboundISBN 978-0-86612-268-9This book gives readers the foundation needed to make smart decisions in food and beverage operations. Topics include increasing profits by maximizing service, efficiency, and productivity; satisfying the food quality and nutritional demands of guests; meeting legal, safety, and sanitation requirements; and building business through effective marketing.00241TXT04ENGE – EnglishAlso available in Chinese.$93.95. AH&LA Members: $63.95
Case Studies in the Management of Food & Beverage Operations Todd Come14 cases, ©2006, SoftboundISBN 978-0-86612-273-3 This book explores the theme of customer satisfaction throughout the sequence of food and beverage planning, production, and service. Establishments featured in the case studies range from independent fine dining restaurants to quick service environments and include scenes from hotel food service, university dining, boutique hotels, and coffee shops. 00609TXT01ENGE – English$66.95. AH&LA Members: $36.95
Case Studies in Commercial Food Service OperationsWilliam P. Fisher, Ph.D., and Robert A. Ashley, CEC40 cases, ©2003, Softbound ISBN 978-0-86612-248-1 These 40 case studies present real-life industry challenges in the operation of commercial food service establishments. Topics include the restaurant setting, operational issues, safety and sanitation, the menu, and human resource concerns. 00607TXT01ENGE – English$66.95. AH&LA Members: $36.95
BooksManaging Service in Food and Beverage OperationsThird EditionRonald F. Cichy, Ph.D., CHA, CFBE, CHE, and Philip J. Hickey, Jr.14 chapters, ©2005, SoftboundISBN 978-0-86612-267-2The third edition of this book shows how food service professionals create and deliver guest-driven service; enhance value and build guest loyalty; and continuously improve the process of providing excellent service. Readers learn how every aspect of a food service operation contributes to the guest experience, and explore unique features of a variety of food and beverage operations. 00349TXT03ENGE – English$97.95. AH&LA Members: $67.95
Purchasing for Food Service OperationsRonald F. Cichy, Ph.D., CHA, CFBE, CHE and Jeffery D Elsworth, Ph.D.16 chapters, ©2007, SoftboundISBN 978-0-86612-288-7Learn the latest thinking in purchasing, guided by a review committee of food purchasing professionals from restaurants and hotels. The book focuses on purchasing strategies, security, food safety, and ethics. 00445TXT01ENGE- English$96.95. AH&LA Members: $66.95
Managing Beverage Service Lendal H. Kotschevar, Ph.D., andRonald F. Cichy, Ph.D., CHA, CFBE, CHE14 chapters, ©2004, SoftboundISBN 978-0-86612-260-3This book demonstrates the challenges of managing beverage service in a hospitality environment, along with responsibilities of bartenders and beverage servers, essentials of responsible alcohol service, and more. 00346TXT01ENGE – English$97.95. AH&LA Members: $67.95
Food & Beverage
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Managing Bar and Beverage OperationsLendal H. Kotschevar and Mary L. Tanke16 chapters, ©1991, SoftboundISBN 978-0-86612-113-2 – EnglishISBN 978-0-86612-139-2 – SpanishA must for any establishment that serves alcohol! Includes cost control, hiring and training, responsible alcohol service, and essential information on a wide range of beverage products.00448CSB01ENGE – English00448TXT01SPGE – Spanish$93.95. AH&LA Members: $63.95
REVISED! Planning and Control for Food and Beverage OperationsSeventh EditionJack D. Ninemeier, Ph.D., CFBE, CHE14 chapters, ©2009, Softbound ISBN 978-0-86612-339-6Take charge of the complexities of controlling food, beverages, labor, and sales income and costs. Includes discussion of computer applications in planning and control functions, multiunit management, and new website exhibits.00464TXT07ENGE – English$96.95. AH&LA Members: $66.95
REVISED! Case Studies in Food Service Management: Business PerspectivesSecond Edition William P. Fisher, Ph.D.26 cases, © 2008, SoftboundISBN 978-0-86612-320-4Three additional case studies and discussion questions have been added to this book of management case studies, which explores on-the-job challenges in the food service industry. Readers build critical thinking and problem solving skills as they work through situations in service management, leadership, human resource management, menu planning, and purchasing in a variety of settings, including restaurants, clubs, resorts, and hotels. 00602TXT02ENGE – English$67.95. AH&LA Members: $37.95
REVISED! Food Safety: Managing with the HACCP SystemSecond Edition Ronald F. Cichy, Ph.D., NCE,CHA, CFBE, CHE8 chapters, ©2008, SoftboundISBN 978-0-86612-327-3This textbook presents the Hazard Analysis Critical Control Point (HACCP) method of food safety in a systematic, understandable format ideal for classroom teaching. This revised edition includes: updated statistics from the Centers for Disease Control and Prevention (CDC); new actual examples of foodborne illness outbreaks; discussion of major food allergens; new time-temperature control for safety of potentially hazardous foods; and updated sequence for hand washing and avoiding recontamination of hands.00245TXT02ENGE – English$89.95. AH&LA Members: $59.95
Food & Beverage
36
Bus PersonThere’s more to a bus person’s job than just clearing tables. Train them to:• Prepare and maintain table-side
service carts, salad bars, and beverage stations
• Quickly and safely clear and reset tables08036IGP01ENGE – English$124.95. AH&LA Members: $99.95
Cocktail ServerArm your servers with the skills to accurately take and serve drink orders. 08032IGP01ENGE – English$124.95. AH&LA Members: $99.95
Kitchen StewardKeep health hazards at bay – and you out of litigation – by training kitchen stewards to:• Properly clean and sanitize kitchen
equipment• Meet all health department
regulations08026IGP01ENGE – English$124.95. AH&LA Members: $99.95
Kitchen Cook*Keep guests coming back by presenting great-tasting food. Train cooks to:• Ensure menu items are prepared
consistently and to quality standards
• Attractively present food on the plate08058IGP01ENGE – English$124.95. AH&LA Members: $99.95*No Certification available for Kitchen Cook.
Skills GuidesThe Hospitality Skills Training Series prepares employees to pursue Hospitality Skills Certification for a number of positions. They will be prepared to complete the written exam and skills proficiency testing. The series of three-ring binders provides a systematic training program that offers each member of your food and beverage staff the following benefits:• A complete picture of the scope of responsibilities
associated with the position• Breakdowns of each step required to complete the
necessary tasks• Tips for successful performance
Banquet ServerTo capture business, your banquet servers must demonstrate exceptional skill. Train them to:• Prepare for service, inspect the
setup, and greet guests• Expertly serve food and beverages08035IGP01ENGE – English$124.95. AH&LA Members: $99.95
Banquet Set-Up EmployeeGain a reputation for superb service, start to finish. Train employees to:• Set up and break down function
rooms according to event orders and policies
• Clean and maintain all function rooms
08034IGP01ENGE – English $124.95. AH&LA Members: $99.95
BartenderTrain bartenders about laws governing alcohol consumption and how to:• Prepare drinks consistently and to
establish quality standards• Maintain bar sanitation, and control
waste and costs08023IGP01ENGE – English$124.95. AH&LA Members: $99.95
Food & Beverage
37
Restaurant ServerMake sure servers provide service that exceeds guest expectations. Train them to:• Use suggestive selling to enhance
the guest’s visit• Take accurate orders and use good
service skills to present the food08022IGP01ENGE – English$124.95. AH&LA Members: $99.95
Room Service AttendantSet your property apart from competitors. Train attendants to:• Use suggestive selling and
upselling techniques effectively• Respond to service requests while
maintaining guest privacy08033IGP01ENGE – English $124.95. AH&LA Members: $99.95
Call for quantity discounts.
Hospitality Skills Certifications (HSC)Front-Line Staff The industry’s first program to recognize front-line staff for job knowledge and acquired skill set for their current position within the lodging industry.
Food & Beverage Banquet Server Banquet Set-Up Employee Bartender Bus Person Cocktail Server Kitchen Steward Restaurant Server Room Service Attendant
$50.00 each. AH&LA Members: $35.00 each
WorkshopREVISED! Supervisory Skill Builders for Restaurant and Foodservice OperationsThird Edition Specific to the concerns of restaurant and foodservice operations supervisors, this third edition series is ideal as a self-trainer or for learning in a group setting.
The program helps restaurant and foodservice supervisors to learn how to:• Work more effectively, efficiently, and creatively with
both employees and the dining public• Assists supervisors in creating a work environment
that values and respects diverse groups of customers and employees
• Meet management’s objectives for productivity and quality guest service
Titles include:• You as a Supervisor • Conducting Orientation and Training • Leadership • Handling Problems and Conflicts • Motivation and Team Building • Staffing and Scheduling • Improving Employee Performance • Effective Communication • Time Management
Nine easy-to-understand workbooks are loaded with essential information and activities to assist supervisors in carrying out their responsibilities to management and employees.09540SKP02ENGE – English$139.95. AH&LA Members: $109.95
To further enhance learning and retention, the series also includes optional Leader’s Guides for conducting group-training sessions.09540SKG02ENGE – English$224.95. AH&LA Members: $179.95
Also available:Supervisory Skill Builders DVDsDVD complete set of nine05570DVD02ENGE – English$299.95. AH&LA Members: $239.95
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Alcohol AwarenessCARE® for Servers(Controlling Alcohol Risks Effectively)Whether your alcohol servers work in a hotel, club, or casino, this one-day workshop prepares them to handle the challenges of serving alcohol responsibly.
They’ll learn how to:• Effectively monitor and
control guests’ alcohol consumption
• Tactfully intervene before problems arise• Carry out your establishment’s ID-checking policies• Handle minors according to your operation’s policies• Describe the physical effects of alcohol• Explain the laws regarding alcohol service and how
they affect your work
Includes:• Instructor’s Guide –Includes crucial liability details,
how to publicize your CARE-ing attitude and your state’s specific regulations
• Sample Server’s Manual – Actively involves servers in recording your specific policies and procedures for quick reference and in applying and testing their knowledge of key concepts presented in the course
• Server Training video – Clearly demonstrates how to handle sensitive situations, 32 minutes
• Pocket Guide – Actively involves servers in recording your policies for quick reference
©200706990ISE03ENGE – English/DVD$269.95. AH&LA Members: $229.95
Reusable Participant MaterialInclude:• One Server’s Manual (reusable)• One Pocket Guide• Exam06995MSC03ENGE – English$24.95. AH&LA Members: $20.95
Exam Packet (Refill)Includes:• One Pocket Guide• Exam06993MSC03ENGE – English$16.95. AH&LA Members: $13.95
Participant MaterialInclude:• One Server’s Manual (student keeps)• Exam06994MSC03ENGE – English$20.95. AH&LA Members: $16.95
Also available as an online program.
Professional Certification for:• Certified Food & Beverage Executive (CFBE)$475.00. AH&LA Members: $350.00Also available:• Certified Restaurant Manager (CRM)$350.00. AH&LA Members: $275.00(See page 6-7 for details)
Food & Beverage
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CARE® for Guest Contact Staff This workshop is for all employees – even those not involved in alcohol service. Demonstrates how staff can protect themselves and your operation from liability and deal with guest situations. Includes:• Instructor’s Guide• Sample Participant Material• Training Video©200706880ISE03ENGE – English/DVD$245.95. AH&LA Members: $209.95
Participant MaterialInclude:• One Manual• Exam06884MSC03ENGE – English$16.95. AH&LA Members: $13.95
Ask about quantity discounts when you place your order.
CARE® for Trainers The self-paced program enables those preparing to become a Certified CARE® Trainer to study the CARE® Instructor’s Guide at a comfortable learning speed. Trainers take a proctored final exam graded by EI. Successful candidates will be awarded a CARE® for Trainers certificate. If required by state mandate, EI will provide proof of certification to the appropriate governmental agencies.
Also available:CARE® for Club Servers (See page 26)
CARE® for Gaming Servers (See page 48)
The CARE® program is sold to individual hotels and managment companies. For more information call 800-344-3320 or 517-372-8800
Front Office
40 www.ahlei.org
videos
Front Office Skills Series – Full Service Operations: At Your Service Page 41
Front Office Skills Series – Guest Relations: Aiming to Please Page 41
Front Office Skills Series – Sales: A Winning Formula Page 41
Front Office Skills Series – Economy Operations: At Your Service Plus Page 41
10-Minute Trainer: Front Office Page 42
Front Desk Sales Success Page 42
Professional Courtesy Van Service Page 42
Providing Professional Bell Service Page 42
Books
revised! Managing Front Office Operations Page 43
Case Studies in Front Office Management Page 43
seminar
Going the Extra Mile! Service Skills for Front Desk Employees Page 43
skiLLs guides
Bell Attendant Page 44
Concierge Page 44
Front Desk Representative Page 44
PBX Operator Page 44
Reservationist Page 44
Retail Cashier Page 44
Valet Attendant Page 44
ProFessionaL cerTiFicaTion
CRDE – Certified Rooms Division Executive Page 43
CFDM – Certified Front Desk Manager Page 43
Front Office
41
VideosFront Office Skills SeriesFull-Service Operations: At Your Service Give your staff the big picture with this comprehensive overview of all the ways to deliver superior guest service. This video will show your staff how to:• Greet and register guests,
determine the method of payment, assign rooms, issue keys, and fill special requests
• Stay cool in busy situations, resolve credit problems, track missing reservations, handle non-guaranteed reservations
23 minutes, ©199905223DVD03ENGE – English/DVD$199.95. AH&LA Members: $99.95
Front Office Skills SeriesGuest Relations: Aiming to PleaseExceed guest expectations; serve guests with special needs; turn complaints into opportunities; and build great relationships with guests all in this video. Your staff will also learn:• What really counts in guest contact—from a
professional appearance to personal follow-up on requests
• The importance of responding to signals and cues when serving or communicating with guests
• How international guests feel in strange surroundings and ways to put them at ease
23 minutes, ©199905221DVD03ENGE – English/DVD$199.95. AH&LA Members: $99.95
Front Office Skills SeriesSales: A Winning FormulaIntroduce your staff members to the how-to’s of selling. Train your staff with this video, and they will also understand how: • Property knowledge helps them
speak confidently about the benefits of every amenity and feature
• Matching each guest with property features increases guest satisfaction and ultimately revenue
• Using a variety of proven closing techniques will help achieve their sales objectives
18 minutes, ©199905222DVD03ENGE – English/DVD$199.95. AH&LA Members: $99.95
Front Office Skills SeriesEconomy Operations: At Your Service PlusAll action takes place in a classic but modest hotel environment rather than a large, full-service hotel. The result is one video, which combines training in front office skills, operations, and superior guest relations that always place the guest first. 20 minutes, ©199905224DVD03ENGE – English/DVD$199.95. AH&LA Members: $99.95
Front Office Skills Series3-in-1 package• Full-Service Operations: At Your
Service Plus • Sales: A Winning Formula • Guest Relations: Aiming to Please©200805005DVD01ENGE – English/DVD$375.00. AH&LA Members: $275.00
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Professional Courtesy Van ServiceCourtesy vans are often the first and last contact guests have with your property, so the impression they get from that service can have a dramatic impact on their decision whether to return. Topics included in this video and companion guide: • Vehicle safety and appearance inspection• Safe and sensible driving techniques• Proper luggage storage and handling24 minutes, ©200505180DVD02ENGE – English/DVD$249.95. AH&LA Members: $179.95
Providing Professional Bell Service Get the most from those first and last impressions—they’re crucial to your business! This video helps your bell service staff make guests feel at home and at the same time increase sales. Dramatizes how to: • Promote your property’s revenue-
generating facilities through suggestive selling
• Perform efficient, thorough room checks• Increase job enjoyment by increasing
professionalism.23 minutes, ©198905340DVD01ENGE – English/DVD$159.95. AH&LA Members: $79.95
10-Minute TrainerFront OfficeDo you have 10 minutes to train your entire front office staff? Sure you do. This video offers seven short segments to review front office operations while discussing various situations at your property. It also demonstrates:• Proper check-in techniques• Ways to effectively handle guests’ complaints• Techniques to ensure guest safetyPerfect for group training sessions and orientation!10 minutes, ©200405501DVD02ENGE – English/DVD$99.95. AH&LA Members: $69.95
Front Desk Sales SuccessHelp your front desk and reservations staff convert more callers into customers. In this entertaining and instructive video, your sales team will learn these key principles of successful selling: • Introduction: Sales • First Impressions, Rapport, & Qualifying • Projecting Product Knowledge • Clarifying Your Competitive Advantage• Up-selling and Cross-selling• Handling and Overcoming Objections• Closing the Sale 25 minutes, ©200506216DVD01ENGE – English/DVD$119.95. AH&LA Members: $89.95
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BooksREVISED! Managing Front Office OperationsEighth EditionMichael L. Kasavana, Ph.D., and Richard M. Brooks, CHA 14 chapters, ©2009, SoftboundISBN 978-0-86612-338-9This bestseller reflects the increased role of technology in front office operations, with a new chapter on e-commerce and a chapter-length appendix on basic Internet concepts. There is also an appendix outlining strategies and action steps for what to do when technology fails and you have to fall back on manual operations.00333TXT08ENGE – EnglishAlso available in Spanish, Chinese, and Arabic.$96.95. AH&LA Members: $66.95
Case Studies in Front Office Management 18 cases, ©2003, SoftboundISBN 978-086612-255-9 This book is a collection of case studies that take place at the Boden Oceanside Resort and Lodge, a luxury property in a rural tourist destination. The case studies follow the traditional guest cycle with cases taking place in the pre-arrival, arrival, occupancy, and departure stages.00608TXT01ENGE – English$66.95. AH&LA Members: $36.95
SeminarGoing the Extra Mile: Service Skills for Front Desk EmployeesThis seminar covers the full range of service skills that front desk employees need in order to make your property more competitive while improving their own professionalism:• Read guests and anticipate their needs• Deal with challenging check-ins and check-outs• Put business-building sales techniques into action• Work proactively with irate guests© 2004, Seminar Kit93625DVP01ENGE – with DVD$299.95. AH&LA Members: $249.9593625WKB01ENGE – Participant Manual*$11.00. AH&LA Members: $8.00
* Ask about quantity discounts on Participant Manuals when placing an order.
Professional Certification for:• Certified Rooms Division Executive (CRDE)
$475.00. AH&LA Members: $350.00 Also available:• Certified Front Desk Manager (CFDM)$350.00. AH&LA Members: $275.00(see pages 6-7 for details)
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Skills GuidesAll the experience of the most outstanding front office employees is captured in these three-ring binders. Each guide in the Hospitality Skills Training Series prepares employees to pursue Hospitality Skills Certification for a particular position and prepares them to complete the written exam and skills proficiency test. The series contains sections on job knowledge, task lists, task breakdowns, and job tips, with masters that you can reproduce as needed to train your staff.
Bell AttendantBell attendants are a measure of your property’s ability to provide outstanding service in all areas. The guide covers:• Attaining qualities necessary to be an
outstanding bell attendant• Handling security issues08028IGP01ENGE – English $124.95. AH&LA Members: $99.95
ConciergeCreate a framework of knowledge and skill expectations for one of the most visible positions at a property. The guide covers:• Qualities needed to make a good
concierge• How to handle guest requests08027IGP01ENGE – English$124.95. AH&LA Members: $99.95 Front Desk RepresentativeMake the most of first impressions by fully preparing your front desk staff for everything from check-in to check-out. They’ll learn:• Every step of check-in• Check-out procedures that leave a lasting and
favorable impression • How to better serve guests• How to use all front desk equipment08030IGP01ENGE – English$124.95. AH&LA Members: $99.95
PBX OperatorGive PBX operators the skills to:• Proficiently use the phone system • Respond to emergencies such as fire
alarms, bomb threats, and weather• Follow appropriate guest privacy and
security measures08040IGP01ENGE – English$124.95. AH&LA Members: $99.95
ReservationistMake the difference between a profitable occupancy rate and a bleak one. Train reservationists to:• Prepare room availability forecasts• Use effective telephone sales
techniques• Accurately process reservations08029IGP01ENGE – English $124.95. AH&LA Members: $99.95
Retail CashierRetail operations from gift shops to specialty kiosks are important profit centers for lodging properties. This guide provides:• Information on telephone courtesy• Retail sales skills• Retail operations/lodging property environment08039IGP01ENGE – English $124.95. AH&LA Members: $99.95
Valet AttendantEnsure that your guest’s first impression is a great one. They’ll learn to:• Handle luxury limousines• Respect guests and their property• Report tips08038IGP01ENGE – English $124.95. AH&LA Members: $99.95
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Hospitality Skills Certifications (HSC)Front-Line Staff The industry’s first program to recognize front-line staff for job knowledge and acquired skill set for their current position within the lodging industry.
Front Office/Guest Services Bell Attendant Concierge Front Desk Representative PBX Operator Reservationist Retail Cashier Valet Attendant
$50.00 each. AH&LA Members: $35.00 each
Gaming
46
Book
new! Managing Casino Slot Operations Page 47
Programs
revised! Supervisory Skill Builders for the Gaming Industry Page 47
CARE® (Controlling Alcohol Risks Effectively) Page 48
ProFessionaL cerTiFicaTion
CGS – Certified Gaming Supervisor Page 47
www.ahlei.org
Gaming
47
BookNEW! Managing Casino Slot OperationsB. Roger Pettersson andNathanial Hammond©2009, SoftboundISBN 978-0-86612-342-6This book provides a comprehensive look at the most popular game in a casino—slot machines. To help those aspiring to join slots operations, this book covers topics such as the history of slot machines, department organization, regulatory controls, slot machine types, common beliefs held by slot players, slot math, past and present technological trends, floor design and layout, financial reporting, staffing, and customer service issues.00840TXT01ENGE – English$85.95. AH&LA Members: $55.95
Certified Gaming Supervisor (CGS)The Certified Gaming Supervisor (CGS) designation is the gaming industry’s acknowledgment that you have displayed the commitment and talent needed for a managerial career. 08016PGF01ENGE$95.00. AH&LA Members: $75.00(See page 7 for details)
ProgramsREVISED! Supervisory Skill Builders for the Gaming IndustryThird EditionThis nine-topic series is loaded with critical “need-to-know” information enabling gaming supervisors to carry out their responsibilities to both management and employees. Ideal as a self-trainer or for learning in a group setting.
The nine topics are:• You as a Supervisor • Conducting Orientation and Training • Leadership • Handling Problems and Conflict • Motivation and Team Building • Staffing and Scheduling • Improving Employee Performance • Effective Communication • Time Management
Each topic becomes one module developed through a Workbook and Leader’s Guides.
For group training sessions, a set of workbooks must be ordered for each participating employee. The Leader’s Guide includes workbook material and provides step-by-step intstructions for coducting group training sessions.
Additionally, the Skill Builders are preparation for the Certified Gaming Supervisor (CGS®) exam, which can lead to professional certification.
Workbooks, complete set nine.09510SKP03ENGI – English$109.95. AH&LA Members: $89.95
Leader’s Guides, complete set nine.09510SKG03ENGI – English$224.95. AH&LA Members: $179.95
Gaming
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CARE® for Gaming Guest Contact StaffThis program is for all employees – even those not involved in alcohol service. Demonstrates how to protect your property from liability and how to deal with guest situations. Includes:• Instructor’s Guide• Sample Participant Material• Employee Training Video06650ISE02ENGE – English/DVD$245.95. AH&LA Members: $209.95
Participant Materials*Includes:• One Employee Manual• Exam06654MSC02ENGE – English$16.95. AH&LA Members: $13.95
CARE® for TrainersThe self-paced program enables those preparing to become a Certified CARE® Trainer to study the CARE® materials and training booklet at a comfortable learning speed. Trainers take a proctored final exam graded by the Educational Institute. Successful candidates will be awarded a CARE® for Trainers certificate. If required by state mandate, EI will provide proof of certification to the appropriate governmental agencies.
Call for pricing details.
*Ask about quantity discounts when you place your order. Call 800-344-3320 or 517-372-8800
Alcohol AwarenessCARE® for Gaming Servers(Controlling Alcohol Risks Effectively)This one-day seminar/workshop provides invaluable information for bartenders and alcohol servers working in a gaming environment. Prepare your employees with the proper knowledge of how to handle the challenges of responsible alcohol service.Includes:• Intsructor’s guide • Sample Server’s Manual• Server Traning Video06670ISE03ENGE – English/DVD$269.95. AH&LA Members: $229.95
Reusable Participant MaterialInclude:• One Server’s Manual (reusable)• One Pocket Guide• Exam06675MSC03ENGE – English$24.95. AH&LA Members: $20.95 Exam Packet (Refill)Includes:• One Pocket Guide• Exam06673MSC03ENGE – English$16.95. AH&LA Members: $13.95
Participant Material*Includes:• One Server’s Manual (student keeps)• Exam06674MSC03ENGE – English$20.95. AH&LA Members: $16.95
General Management
49
videos
Hospitality Service Teamwork Page 51
From Tension to Teamwork Page 51
Improving Communication Skills Page 51
Books
new! High Performance Hospitality: Sustainable Hotel Case Studies Page 51
Resort Development and Management Page 51
new! Saving the St. George (a novel) Page 52
revised! International Hotels: Development & Management Page 52
SERVLEAD Internship Manual Page 52
Managing Technology in the Hospitality Industry Page 52
American Lodging Excellence: The Key to Best Practices in the U. S. Lodging Industry Page 52
Guide to Best Practices in Tourism and Destination Management, Volume 1 Page 53
Guide to Best Practices in Tourism and Destination Management, Volume 2 Page 53
Dimensions of Tourism Page 53
Case Studies in Lodging Management Page 53
Case Studies in Condominium and Vacation Ownership Management Page 53
Leadership and Management in the Hospitality Industry Page 53
Resort Condominium and Vacation Ownership Management: A Hospitality Perspective Page 53
revised! Ethics in the Hospitality Industry Page 54
revised! The Lodging and Food Service Industry Page 54
Hospitality Today: An Introduction Page 54
Understanding Hospitality Law Page 54
Mise en Place for Teaching: A Handbook for Hospitality and Tourism Educators and Trainers Page 54
Executive Decisions: Hospitality Case Studies Page 54
Glossary of Hospitality Terms Page 55
Federal Wage & Hour Standards Page 55
sTudy guide
new! Certified Lodging Owner (CLO) Page 55
Continued on page 50
www.ahlei.org
General Management
50
suPervisory skiLL BuiLders
You as a Supervisor Page 56
Conducting Orientation and Training Page 56
Leadership Page 56
Handling Problems and Conflict Page 56
Motivation and Team Building Page 56
Staffing and Scheduling Page 56
Improving Employee Performance Page 56
Effective Communication Page 56
Time Management Page 56
seminars
Visionary Leadership Page 57
Results-Oriented Leadership Page 57
Time Management: Stop the Clock Page 58
Building High-Energy Teams Page 58
Putting the “Pro” in Problem Solving Page 58
ProFessionaL cerTiFicaTionCHS – Certified Hospitality Supervisor Page 56CHA – Certified Hotel Administrator Page 58CLM – Certified Lodging Manager Page 58CLO – Certified Lodging Owner Page 58
www.ahlei.org
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VideosHospitality Service Teamwork In this innovative, fun-to-watch video, your staff will learn the value of teamwork and know how to make it work at your hotel. Your staff will learn:• The keys to effective teamwork • The benefits of teamwork • How to make teamwork work 26 minutes, ©200506214DVD01ENGE – English/DVD$119.95. AH&LA Members: $89.95 From Tension to TeamworkEmployees who watch this video will see how giving great service to each other results in outstanding service for the guest and increased job satisfaction. Demonstates how to:• Make quality guest service part
of every job – even those far removed from actual guest contact
• Fit into the big picture and make themselves more valuable to your operation
Includes Companion Guide. 11 minutes, ©199505460DVD01ENGE – English/DVD$179.95. AH&LA Members: $89.95
Improving Communication SkillsWhen your employees understand and use the three-step secrets to speaking and listening, your guests will enjoy better service and your staff will work better as a team. Employees learn how to: speak effectively so others listen and understand – no crossed messages!; communicate hospitality through voice tone and nonverbals; listen actively in order to work cooperatively and ensure the best possible service to guests.17 minutes, ©199105080DVD01ENGE – English/DVD$179.95. AH&LA Members: $89.95
BooksNEW! High Performance Hospitality: Sustainable Hotel Case Studies Michele L. Diener, Amisha Parekh, and Jaclyn Pitera©2008, SoftboundISBN 978-0-86612-341-9High performance hotels are designed, constructed, and operated sustainably, using energy, water, materials, and land efficiently. But are sustainable hotels financially feasible? Yes, and they are the future of the hospitality industry. This solid analysis of sustainable hospitality development presents eight detailed case studies of successful, sustainable hotel projects representing a cross-section of hotel types: mid-size, conference center, and luxury; small and large; branded and independent. Available on CD or in print format (using post-consumer recycled paper and non-petroleum inks). 00610TXT01ENGE - English/Book$106.95. AH&LA Member $76.95
00610CDR01ENGE – English/CD-ROM$73.95. AH&LA Member $43.95 Resort Development and ManagementSecond Edition Chuck Y. Gee6 chapters, ©1988, SoftboundISBN 978-0-86612-112-5This book helps developers and managers apply successful resort concepts to any type of property. Highlights: Planning and Development, Facilities, Recreation, Food and Beverage, Housekeeping, Laundry Operations, Property Management, Energy Conservation, Accounting, and Purchasing, Security and the Management of Risk, Marketing Resorts.00424CSB02ENGE – English$93.95. AH&LA Members: $63.95
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NEW! Saving the St. George(Novel)Gregory C. Plank©2008, SoftboundISBN 978-0-86612-332-7This entertaining novel follows the adventures of retired Marine Edwin Christian, who inherits the elegant but aging Hotel St. George from his grandfather. Edwin discovers that the hotel, once the gem of the city, has fallen
on financial hard times. He has to make some tough operating decisions while juggling the needs of the hotel’s dedicated staff, the outrageous demands of his society-hound sister, the disapproval of his older brother, and suspiciously-timed visits from the health department and the building code inspector.
Add to that the mystery of a dead body in a guest room, exotic dancers roaming the halls, and a whole range of colorful and sometimes shady hotel guests, and you’ve got a hotel story sure to keep you turning pages.00020TXT01ENGE – English$25.00. AH&LA Members: $15.00
REVISED! International Hotels: Development & ManagementSecond EditionChuck Y. Gee14 chapters, ©2008, SoftboundISBN 978-0-86612-329-7This extensively-revised textbook explores key issues in international hospitality. Readers will learn about new trends
and developments that have changed the context of global hotel operations and management and explore international policies affecting travel, tourism, and hospitality development. All tables, exhibits, and statistics have been updated throughout the text to provide readers with the most current information available.00428TXT02ENGE – English$97.95. AH&LA Members: $67.95
SERVLEAD Internship Manual©2005, SoftboundISBN 978-086612-278-8The Educational Institute (EI) and the American Hospitality Academy (AHA) have developed SERVLEAD (Service Leadership in a Multicultural Workplace), a turnkey internship program that teaches practical skills and multicultural leadership. Highlights of the program include: • Focus on practical hospitality leadership skills• Cultural awareness training• Certified Hospitality Supervisor (CHS) Study Guide• Opportunity to earn the CHS professional
certification (a $75 value) 00060TXT01ENGE – English$168.95. AH&LA Members: $138.95
Managing Technology in the Hospitality IndustryFifth EditionMichael L. Kasavana, Ph.D., CHTPand John J. Cahill, CHA12 chapters, ©2007, SoftboundISBN 978-0-86612-296-2Train staff on the basics of implementing and maintaining today’s information systems.00468TXT07ENGE – English$94.95. AH&LA Members: $64.95
American Lodging Excellence: The Key to Best Practices in the U.S. Lodging Industry Laurette Dube, Cathy A. Enz,Leo M. Renaghan, and Judy A. Siguaw408 pp. ©1999, SoftboundISBN 978-0-86612-212-2Learn from the “best of the best” through 144 case studies that showcase hospitality innovation in every operational area.00615TXT01ENGE – English$71.95. AH&LA Members: $41.95
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Guide to Best Practices in Tourism and Destination Management, Volume 1Rich Harrill, Ph.D.16 chapters, ©2003, SoftboundISBN 978-0-86612-250-4This book presents examples of best practices in tourism development and marketing based on case studies of fifteen tourism-focused organizations in the U.S. and Europe. Represented are nine convention and visitors’ bureaus, four state and regional tourism agencies, and two university programs. Describes best practices of these organizations in the areas of research, funding, professional development, information dissemination, advocacy, and Web marketing.00616TXT01ENGE – English$66.95. AH&LA Members: $36.95
Guide to Best Practices in Tourism and Destination Management, Volume 2Rich Harrill, Ph.D.18 chapters, ©2005, SoftboundISBN 978-0-86612-272-6Discover successful approaches in the areas of tourism and destination management research, funding, professional development, Web marketing, and sustainable tourism. The author has compiled best practice winners from local, state, and international organizations; convention and visitors bureaus; and university programs to provide readers with a wealth of ideas.00617TXT01ENGE – English$66.95. AH&LA Members: $36.95
Dimensions of TourismJoseph D. Fridgen, Ph.D.13 chapters, ©1991, SoftboundISBN 978-0-86612-104-0Loaded with valuable facts and ideas for hospitality professionals who want to develop their property or community as a tourist destination. This book helps you plan services, offers innovative marketing strategies, and provides ideas for shaping tourism policies.00321TXT01ENGE – English$84.95. AH&LA Members: $63.95
Case Studies in Lodging Management 44 cases, ©1998, SoftboundISBN 978-0-86612-184-2Explores the many facets of lodging, including service, revenue management, and human resources.00605TXT01ENGE – English$77.95. AH&LA Members: $47.95
Case Studies in Condominium and Vacation Ownership Management 14 chapters, ©1998, Softbound ISBN 978-0-86612-176-7Compelling case studies display how to appropriately respond to situations in the condo and vacation ownership world.00604TXT01ENGE – English$67.95. AH&LA Members: $37.95
Leadership and Management in the Hospitality IndustrySecond Edition Robert H. Woods, Ph.D., CHRE, and Judy Z. King12 chapters. ©2002, Softbound ISBN 978-0-86612-223-8This book shows how leadership, team building, and an understanding of cultural change can transform your operation.00304TXT02ENGE – English Also available in Arabic.$93.95. AH&LA Members: $63.95
Resort Condominium and Vacation Ownership Management: A Hospitality PerspectiveRobert A. Gentry, CHA; Pedro Mandoki, CHA; and Jack Rush, CHA6 chapters, ©1999, SoftboundISBN 978-0-86612-177-4Discover the differences between traditional and non-traditional lodging operations and the importance of successful resort operations. 00632TXT01ENGE – English$92.95. AH&LA Members: $62.95
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REVISED! Ethics in the Hospitality and Tourism IndustrySecond EditionKaren Lieberman, Ph.D., R.D., and Bruce Nissen, Ph.D.25 chapters, ©2008, SoftboundISBN 978-0-86612-328-0This second edition describes various ethical theories in simple, every day language and how to apply those ethical
theories to situations in various hospitality industry job areas. Other new chapters are: Ethical Issues for International Managers, Managing a Culturally Diverse Workforce, Ethics in Financial Academia.00885TXT02ENGE – English$86.95. AH&LA Members: $56.95
REVISED! The Lodging and Food Service IndustrySeventh EditionGerald W. Lattin, Ph.D.15 chapters, ©2009, SoftboundISBN 978-0-86612-326-6The seventh edition covers all hotel operating departments to give a better understanding of how it operates, as well as the complex interrelationships involved
in the hospitality business. Also includes industry globalization with an emphasis on China, India, and the Middle East; privatization; and green hospitality.00100TXT07ENGE – English$96.95. AH&LA Members: $66.95
Hospitality Today: An IntroductionSixth EditionRocco M. Angelo, CHA, andAndrew N. Vladimir, CHE 17 chapters, ©2007, Hardbound ISBN 978-0-86612-294-8Presents a management perspective on the organization of hotels, restaurants, and clubs, as well as overview of today’s hot issues. Updated with full color photos.00103TXT06ENGE – English $106.95. AH&LA Members: $76.95
Understanding Hospitality LawFourth Edition Jack P. Jefferies and Banks Brown 544 pp. ©2001, SoftboundISBN 978-0-86612-227-6Introduces key legal concepts and cases and explores their relevance for your property.00391TXT04ENGE – English $91.95. AH&LA Members: $61.95
Mise en Place for Teaching: A Handbook for Hospitality and Tourism Educators and Trainers Robert O’Halloran and Cynthia Deale8 chapters, ©2003, SoftboundISBN 978-0-86612-257-3This handbook is for anyone who is an educator, teacher, or trainer. This small volume is packed with creative ideas and hands-on activities that are readily implemented in the hospitality classroom.00818TXT01ENGE – English$71.95. AH&LA Members: $41.95
Executive Decisions: Hospitality Case Studies in Leadership, Ethics, Employee Relations, and External RelationsWilliam P. Fisher, Ph.D.©2002, SoftboundISBN 978-0-86612-240-5Forty quick-hitting case studies require readers to apply management principals and creative solutions to situations they may encounter as upper-level hospitality executives.00606TXT01ENGE – English$66.95. AH&LA Members: $36.95
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Glossary of Hospitality TermsSecond Edition186 pp. ©1995, SoftboundISBN 978-0-86612-185-9People new to hospitality may be confused by terms like “par” or “walking.” This easy-to-use glossary sheds some light on words and phrases that have special meanings in a hospitality setting. A great resource for orientation! 04038TXT02ENGE – English$19.95. AH&LA Members: $9.95
Federal Wage & Hour StandardsDonald J. McNeil, Editor14 chapters, ©2002, TapeboundISBN 978-0-86612-239-7Designed to assist hotel and restaurant owners, directors, and managers; this Book deals with the application of the Fair Labor Standards Act (FLSA). Includes rulings, regulations, and interpretative positions of the Federal Wage and Hour division that affect the hospitality industry. 00806TXT01ENGE – English$50.00. AH&LA Members: $35.00
Study GuideNEW! Certified Lodging Owner (CLO)Are you an investor looking to own a hotel? If so, you may purchase the Certified Lodging Owner (CLO) study material and prepare for hotel ownership. Once you purchase at least one hotel, you qualify for applying for the CLO designation.
The study guide offers a comprehensive approach to understanding hotel ownership, and provides strategies for:• Maximizing assets • Developing effective, timely, and
realistic operating budgets • Differentiating challenges and
opportunities • Increasing and improving leadership
and management skills ©200708042SGG01ENGE - EnglishCLO Study Guide only$250.00. AH&LA Members $200.00
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ProgramREVISED! Supervisory Skill Builders (SSB)Third EditionThe revised nine Workbooks and Leader’s Guide provides supervisors and managers with insight into the skills and competencies they need to manage their time, communicate effectively, motivate their employees, resolve workplace conflicts, and manage the performance of their direct reports.
Content in the third edition includes:• Diversity elements throughout
the workbooks• New scenarios that reflect
current supervisory skills• Updated graphics and
expanded activities and exercises
• Leadership tools, methods, and models
Each topic becomes one module, developed through a Workbook, video, and Leader’s Guide, purchased individually. The Workbook provides a case-study approach to building supervisory skills. The video summarizes the Workbook lessons and enhances learning retention. The Leader’s Guide includes workbook materials and provides step-by-step instructions for conducting group training sessions.Workbooks are also available in Spanish.
The nine topics include:
You as a Supervisor This module highlights the key elements of effective supervisory skills and successful management skills.
Conducting Orientation and Training Develop positive attitudes with a new employee right from the start. This module furnishes countless techniques on “welcoming” the trainee.
Leadership This dynamic topic outlines the key points of successful leadership in the area of hospitality.
Handling Problems and Conflict This helpful module defines strategies for prioritizing aggravations and implementing solutions.
Motivation and Team Building This module provides the essentials for effective motivation and team building to lower turnover rates and absenteeism, while stimulating quality service.
Staffing and Scheduling Supervisors learn to recruit for maximum performance, forecast labor needs, develop work schedules, arrange staff positions, and much more.
Improving Employee Performance This module shows supervisors the essentials for fine-tuning their skills, including setting standards, coaching, and conducting performance reviews.
Effective CommunicationThis module illustrates that positive interaction and approach-ability are major elements in all areas of management and customer service.
Time Management This module shows new and experienced supervisors the essentials of effective time management.
Workbooks complete set of nine.©200809510SKP03ENGE – English09510SKP03SPGE – Spanish $139.95. AH&LA Members: $109.95Workbooks by individual titles.$18.95 each. AH&LA Members: $12.95 each
Leader’s Guides complete set of nine.©200809510SKG03ENGE – English$224.95. AH&LA Members: $179.95Leader’s Guides by individual title.$30.95 each. AH&LA Members: $24.95 each
Videos set of nine titles.05570DVD02ENGE – English/DVD$299.95. AH&LA Members: $239.95Videos by individual title.$59.95 each. AH&LA Members: $39.95 each
Professional Certification for:• Certified Hospitality Supervisor (CHS)$95.00. AH&LA Members: $75.00(See page 7 for details)
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SeminarsReady-to-Lead SeminarsPackaged in an easy-to-use kit, these excellent seminars are ready for you to conduct again and again at any location you choose. Each training kit includes:• Leader’s Guide• Successful Group Training booklet• Sample Certificate of CompletionParticipant Manuals are available in English only and are sold separately for each topic.
Visionary LeadershipGive managers a path to move beyond good management toward visionary leadership. In this seminar, participants learn to set strategic direction and accomplish long-range business goals. ©200093617ISE01ENGE – Seminar Kit: $199.95. AH&LA Members: $159.9593617WKB01ENGE – Participant Manual: $10.00. AH&LA Members: $8.00
Results-Oriented LeadershipIn this seminar, participants learn how to manage multiple priorities, energize employees, and meet deadlines. They’ll also discover shortcuts to reaching departmental and organizational goals.©200093616ISE01ENGE – Seminar Kit: $199.95. AH&LA Members: $159.9593616WKB01ENGE – Participant Manual: $10.00. AH&LA Members: $8.00
Supervisory Skill Builders (SSB) is also available as an online program.
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Time Management: Stop the ClockWe can’t create more hours in the day, but we can make better use of our time. This seminar will provide the skills participants need to become more productive and make the most of every working minute. ©200493619ISP02ENGE – Seminar Kit: $199.95. AH&LA Members: $159.9593619WKB02ENGE – Participant Manual: $10.00. AH&LA Members: $8.00
Building High-Energy TeamsThrough this highly interactive seminar, learn how to develop and nurture effective teams that work together harmoniously, resolve conflicts, and accomplish objectives.©200093612ISE01ENGE – Seminar Kit: : $199.95. AH&LA Members: $159.9593612WKB01ENGE – Participant Manual: $10.00. AH&LA Members: $8.00
Putting the “Pro” in Problem SolvingTurn your entire staff into proactive decision-makers and unleash the power in your department. In this seminar, learn specific steps to analyze problems and evaluate options while staying focused on achieving goals. ©200293614ISE01ENGE – Seminar Kit: $199.95. AH&LA Members: $159.9593614WKB01ENGE – Participant Manual: $10.00. AH&LA Members: $8.00 Professional Certifications for:
General Managers, Owner-Operators and Corporate Executives• Certified Hotel Administrator (CHA)$650.00. AH&LA Members: $450.00• Certified Lodging Manager (CLM)$575.00. AH&LA Members: $400.00• Certified Lodging Owner (CLO)$575.00. AH&LA Members: $400.00(See page 6-7 for details)
Guest Service
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videos
new! 10-Minute Trainer: Guest Service Page 60
Courtesy Rules! Better Telephone Skills Now Page 60
Managing Quality Guest Service Page 60
Breaking Down Barriers: Achieving Great Service for Guests with Disabilities Page 60
new! Spanish Training Program Page 61
The Spirit of Hospitality featuring Delivering Quality Guest Service Page 61
seminar
Customers for Keeps: Providing Exceptional Guest Service Page 61
PockeT guides
Survival English and Spanish Pocket Guides Page 62
Poster Page 62
www.ahlei.org
Guest Service
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VideosNEW! 10-Minute Trainer:Guest ServiceShort on time doesn’t have to mean short on service – not with this quick-training tool for all guest contact employees. Take ten minutes to view and discuss this brief video. Perfect for group training sessions and orientation!10 minutes, ©200805504DVD02ENGE – English/DVD$124.95. AH&LA Members: $99.95
NEW! 10-Minute Trainer:3-in-1 package
• 10-Minute Trainer: Guest Service• 10-Minute Trainer: Houskeeping• 10-Minute Trainer: Safety
06005DVD02ENGE– English/DVD$350.00. AH&LA Members: $250.00
Courtesy Rules! Better Telephone Skills NowEmployees’ courtesy skills reflect the quality of service a guest can expect. This video demonstrates how to:• Answer the phone promptly and
politely• Transfer, take messages, or place
on hold• Handle dissatisfied callers• Sell roomsIncludes companion guide.20 minutes, ©200405130DVD03ENGE – English/DVD $119.95. AH&LA Members: $83.95
Managing Quality Guest ServiceMake quality service a priority for your entire team – top to bottom. Use this video to help managers:• Empower and train employees to
solve guests’ concerns • Motivate staff members to
improve service on a daily basis• Increase efficiency and decrease problems through
teamwork 13 minutes, ©199705122DVD02ENGE – English/DVD$179.95. AH&LA Members: $89.95
Breaking Down Barriers: Achieving Great Service for Guests with DisabilitiesBetter educate your employees on the importance of properly serving guests with disabilities. This video with companion guide builds the necessary skills and awareness needed to deliver good service to guests with disabilities. Topics include: • Categories and definitions of disabilities• Common myths about disabilities• Basic courtesy skills• Service tips for each specific disability• Facility-oriented issues and procedures26 minutes, ©200105595DVD02ENGE – English/DVD$199.95. AH&LA Members: $139.95
NEW! Guest Service:3-in-1 package• Spirit of Hospitality• Courtesy Rules! Better
Telephone Skills Now• Breaking Down Barriers06002DVD02ENGE– English/DVD$375.00. AH&LA Members: $275.00
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NEW! Spanish Training ProgramThis training program targets Spanish-speaking employees in housekeeping, maintenance, and food service; and English-speaking managers of Spanish-speaking employees. The complete three-DVD training package includes:
Six DVD’s in Spanish:• Spirit of Hospitality –
Featuring Delivering Quality Guest Service
• Best Face Forward• Spotlight on Security for
Lodging• Quality Guestroom
Maintenance• Food Safety & Sanitation• Bussing & Dishwashing
Four language-free World Trainer DVD’s• World Trainer: Guestroom & Bathroom Cleaning• World Trainer: Laundry• World Trainer: Houseperson• World Trainer: Floor Care
One Spanish Skills Guide: Guestroom Attendant
Two Spanish-to-English Pocket Reference Guides:• English-to-Spanish pocket guides for hotel and
restaurant managers• Spanish-to-English pocket guides for hotel and
restaurant employees
The program is available for:Full-Service Property (07050ISE01SPGE)Extended-Stay Property (07055ISE01SPGE)Limited-Service Property (07060ISE01SPGE)
Price per each package:$995.00. AH&LA Members: $755.00
Spirit of Hospitality – Featuring Delivering Quality Guest ServiceTeach staff members how to see things from the guest’s point of view, strive for service excellence, and work as a team. The program contains: video, companion guide, quizzes, certificate of completion, and one “spirit” lapel pin.17 minutes, ©200593917ISE03ENGE – English/DVD93917ISE03SPGE – Spanish/DVD$224.95. AH&LA Members: $179.95
Spirit of Hospitality Lapel Pin93917PIN03ENGE$3.50 each.
SeminarCustomers for Keeps: Providing Exceptional Guest ServiceYour entire guest service team will learn how to deliver exceptional service and partner with customers, resulting in more repeat business, great word-of-mouth advertising, and increased profitability.©200293611ISE01ENGE – Seminar Kit: $199.95. AH&LA Members: $159.9593611WKB01ENGE – Participant Manual:*$10.00. AH&LA Members: $8.00
*Ask about quantity discounts on Participant Manuals when placing your order.
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Pocket GuidesSurvival English & Spanish Pocket Guides Designed with input from industry experts, Workplace Languages, LLC offers English-to-Spanish and Spanish-to-English KwikFix™ Pocket Reference Guides for the lodging industry. The four booklets teach words and phrases (with pronunciation guides) commonly used within the lodging industry: The easy-to-use guides are designed with a “grammar-less” approach, which allows you to get your point across and close the communication gap. No previous knowledge of either language is required to get you and/or your employee communicating easily and effectively.
Titles available:
Survival Spanish for Hotel Management For hotel management who need to communicate with their Spanish-speaking staff.promo code: ei-1$9.95
Survival English for Spanish-Speaking Hotel Employees For Spanish-speaking hotel employees to communicate effectively in English.promo code: ei-2$9.95
Survival Spanish for Restaurant Management For restaurant management who need to communicate work-specific phrases and requests in Spanish.promo code: ei-3$9.95
Survival English for Spanish-Speaking Restaurant Employees For Spanish-speaking restaurant employees to “get their point across” in English.promo code: ei-4$9.95
PosterWorkplace Languages Quick Reference PosterThe 24x36 poster helps both managers speak Spanish and allows Spanish speakers to communicate more effectively in English; contains industry-specific words and phrases, as well as conversational Spanish-English phrases.promo code: ei-15$31.95
Above products will be fulfilled through Workplace Languages shopping cart, www.workplacelanguages.com.
You must reference the discount code to obtain the special pricing. Direct links to the products (including complete product descriptions) are at www.workplacelanguages.com/booklets.html and www.workplacelanguages.com/products.html. Click on “Add to Cart,” enter the appropriate discount code and the click on “Apply Discount.” Volume discounts are also available by calling Workplace Languages toll free at 866-330-9419.
Housekeeping
63www.ahlei.org
videos
new! 10-Minute Trainer: Housekeeping Page 64
new! Housekeeping: Laundry Operations Page 64
new! Housekeeping: Quality Guestroom Cleaning Page 64
Housekeeping: The Deep Cleaning Process Page 64
Stay Safe: Awareness Training for Housekeepers Page 64
new! World Trainer: Laundry Page 65
World Trainer: Floor Care Page 65
new! World Trainer: Extended Stay Guestroom Cleaning Page 65
World Trainer: Guestroom & Bathroom Cleaning – Economy Lodging Version Page 65
new! World Trainer: Guestroom & Bathroom Cleaning Page 65
World Trainer: Houseperson Page 66
Book
revised! Managing Housekeeping Operations Page 66
seminar
G.R.E.A.T.: Guestroom Exceptional Attendant Training Page 66
skiLLs guides
Guestroom Attendant Page 67
Laundry Attendant Page 67
Public Space Cleaner Page 67
ProFessionaL cerTiFicaTion
CHHE – Certified Hospitality Housekeeping Executive Page 67
CHM – Certified Housekeeping Manager Page 67
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Housekeeping: The Deep Cleaning ProcessThis video and companion guide will help your property meet and exceed standards, as well as save costs by protecting and maintaining furniture, fixtures and equipment. Topics include: • Benefits of the deep cleaning process • How to keep carpet and draperies looking like new • Reducing wear on mattresses and bedding • Most effective cleaning and maintenance techniques 20 minutes, ©200505160DVD02ENGE – English/DVD05160DVD02SPGE – Spanish/DVD$224.95. AH&LA Members: $179.95
Stay Safe: Awareness Training for HousekeepersHousekeepers’ awareness is the first line of defense against safety and security risks…as long as they are properly trained. This video alerts housekeepers to possible dangers and prepares them for their responsibilities to establish and maintain a safe environment for both guests and employees.Includes companion guide.29 minutes, ©200205380DVD03ENGE – English/DVD05380DVD03SPGE – Spanish/DVD$179.95. AH&LA Members: $125.95
VideosNEW! 10-Minute Trainer:HousekeepingGet your housekeeping staff up to higher quality cleaning standards in no time at all with this concise video featuring important housekeeping scenarios and procedures in brief vignettes that also offer the opportunity for additional discussion and interactivity.10 minutes ©200805502DVD02ENGE – English/DVD05502DVD02SPGE – Spanish/DVD$124.95. AH&LA Members: $99.95
NEW! Housekeeping: Laundry OperationsThis video highlights the most important methods and procedures for efficient, safe and cost-cutting laundry operations in a concise viewing format. Discussion questions and segment stop breaks offer a level of interaction and customization for the program to fit your property’s specific training needs.12 minutes, ©200805373DVD02ENGE – English/DVD05373DVD02SPGE – Spanish/DVD$224.95. AH&LA Members: $179.95
NEW! Housekeeping: Quality Guestroom CleaningOur most popular housekeeping video and companion guide program has been completely updated to feature the latest and most effective guestroom and bathroom cleaning techniques, including:
• Enhanced bedding• Glassware cleaning• Green practices
Plus, all the original and essential guestroom and bathroom cleaning procedures that trainers have praised as the ideal guideline for housekeeping staff. 27 minutes, ©200805371DVD04ENGE – English/DVD05371DVD04SPGE – Spanish/DVD$224.95. AH&LA Members: $179.95
Professional certification for:• Certified Hospitality Housekeeping Executive
(CHHE)$475.00. AH&LA Members: $350.00Also available:• Certified Housekeeping Manager (CHM)$350.00. AH&LA Members: $275.00(See page 6-7 for details)
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NEW! World Trainer: LaundryMake sure your laundry staff knows the proper, safe, and most efficient techniques for laundry operations with this comprehensive, language-free training program that covers gathering, sorting, loading, washing, drying, folding and stacking. 23 minutes, ©200805144DVD02ENGE – English/DVD$224.95. AH&LA Members: $179.95
World Trainer: Floor CareProtect your property from slip-and-fall accidents by keeping floors in great shape! This video uses visual techniques to demonstrate floor care practices like:• Cleaning carpeted, tiled, wood,
and marble surfaces• Ways to lengthen the life of costly
floors 26 minutes, ©199605142DVD01ENGE – English/DVD$179.95. AH&LA Members: $89.95
NEW! World Trainer: Extended Stay Guestroom CleaningWith the addition of a kitchen to the standard room plan coupled with the expanded length of stay, the realm of responsibilities has significantly changed for housekeepers. Your housekeeping staff will be educated on the difference between Light Touch, Full, and Check-out cleaning, as well as proper kitchen cleansing and sanitation. ©200905149DVD02ENGE – English/DVD$224.95. AH&LA Members: $179.95
World Trainer: Guestroom and Bathroom Cleaning - Economy Lodging VersionWhy waste valuable time training room attendants in tasks that don't apply to your economy property? This version of our popular language-free® housekeeping video uses economy settings your room attendants can relate to and covers only procedures they need to know.25 minutes, ©199705148DVD01ENGE – English/DVD$179.95. AH&LA Members: $89.95
NEW! World Trainer: Guestroom & Bathroom CleaningThis best-selling, language-free™ training program is back better than ever with the most efficient, safe and effective procedures for your international housekeeping staff to follow for cleaning guestrooms and bathrooms. This video includes:• Alternative beddings• Glassware cleaning• Green practices• Easy-to-follow visual icons• Wrong-way/right way tips42 minutes, ©200805141DVD02ENGE – English/DVD$224.95. AH&LA Members: $179.95
Language-Free Videos™Meet the challenges of an increasingly multilingual staff with this cost-efficient World Trainer Video Series. These text and dialogue-free videos provide detailed skills instruction – without saying a word. They use:
•Live action demonstrations•Icons to organize the information and stimulate
retention•Animated graphics and sound effects to keep
things entertaining
Provide your staff with the same message and train them language-free™ so they apply the same useful skills on the job.
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SeminarG.R.E.A.T.: Guestroom Exceptional Attendant TrainingThis basic skills seminar shows how to combine safety, speed, economy, and thoroughness while improving overall guest satisfaction. Leads to preparation for Hospitality Skills Certification.©1999, seminar kit93623DVP01ENGE – with DVD$199.95. AH&LA Members: $159.9593623WKB01ENGE – Participant Manual:* $10.00. AH&LA Members: $8.00
*Ask about quantity discounts on Participant Manuals when placing your order.
World Trainer: HousepersonLobbies, elevators, meeting rooms, and public space in your hotel can decide a potential guest in favor of – or against – staying at your property. Using positive modeling and other on-screen techniques, this video demonstrates housekeeping support tasks such as providing amenities to guestrooms, removing soiled linens, and restocking supply rooms; cleaning the lobby and safe techniques for cleaning elevators; meeting-room set-up and tear-down; and more.27 minutes, ©199705143DVD01ENGE$179.95. AH&LA Members: $89.95
NEW! Housekeeping:4-in-1 Bilingual package
• Stay Safe: Awareness Training for Housekeepers
• Housekeeping: Quality Guestroom Cleaning• ©2009
06003DVD02BIGE – English/Spanish/DVD$450.00. AH&LA members: $325.00
BookREVISED! Managing Housekeeping OperationsRevised Third Edition Aleta Nitschke, CHA and William D. Frye14 chapters, ©2008, SoftboundISBN 978-0-86612-335-5The third edition contains more than 100 pages of new content and two new chapters, reflecting the extensive changes in the hotel industry. New and updated information
includes the following topics:• Energy management, sustainability and “green”
housekeeping • Post 9/11 security issues • Health concerns (bedbugs, mold, viral outbreaks) • Amenities and guestroom furnishings • Human resources 00338TXT03ENGE – English $96.95. AH&LA Members: $66.95
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Hospitality Skills Certifications (HSC)Front-Line Staff The industry’s first program to recognize front-line staff for job knowledge and acquired skill set for their current position within the lodging industry.
Housekeeping Guestroom Attendant Laundry Attendant Public Space Cleaner Maintenance Employee
• Hospitality Skills Certifications$50.00 each. AH&LA Members: $35.00 each
Skills GuidesThe Hospitality Skills Training Series prepares employees to pursue Hospitality Skills Certification. And to make a manager’s job easier, the guides, in three-ring binders, include a suggested training schedule and a four-step training method. Designed for easy customization throughout, the guides can be personalized with property-specific information to make training even more valuable.
Guestroom AttendantFew employees have as much impact on guest satisfaction as room attendants. Give them the needed skills to succeed. They’ll learn:• Thorough cleaning techniques• How to safely clean and sanitize the bathroom• How to neatly and efficiently make beds08031IGP01ENGE – English $124.95. AH&LA Members: $99.9508031IGP01SPGE – Spanish$60.00. AH&LA Members: $45.00
Laundry AttendantEnsure that the basics get the detailed attention they deserve. Train your laundry attendants to:• Properly and safely operate every
piece of laundry equipment• Remove spots and stains before
and after laundering08025IGP01ENGE – English $124.95. AH&LA Members: $99.95
Public Space CleanerBuild the skills your staff members need to keep public spaces in top shape. Give public space cleaners the specific task-by-task instruction they need to:• Safely clean public restrooms• Clean and dust everything from air vents to furniture08024IGP01ENGE – English $124.95. AH&LA Members: $99.95
Human Resources
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videos
Diversity WORKS Page 69
Best Face Forward Page 69
Recruiting & Interviewing Page 69
Retention & Motivation Page 69
There’s a Place for You Here Page 69
Train the Trainer: Conducting One-on-One Training Page 70
Train the Trainer: Train the Trainer: Leading Group Training Page 70
Train the Trainer: Preparing for Training Page 70
Books
Turnover & Diversity in the Lodging Industry Page 70
Training and Development for the Hospitality Industry Page 70
Managing Hospitality Human Resources Page 70
International Human Resource Management in the Hospitality Industry Page 71
Supervision in the Hospitality Industry Page 71
2002 Hospitality Compensation and Benefits Survey Page 71
sTudy guide
CHDT Page 71
seminars
Tackling Turnover: Keep Good People Once You Get Them Page 72
Success from the Start: Getting the Right People the First Time Page 72
Making Diversity Work Page 72
ProFessionaL cerTiFicaTion
CHRE – Certified Human Resources Executive Page 71
CHT – Certified Hospitality Tranier Page 71
CHDT – Certified Hospitality Department Trainer Page 71
www.ahlei.org
Human Resources
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VideosDiversity WORKSThis video and companion guide helps define diversity, explain why it’s important, and showcases the proper skills and attitudes to embrace it. Hospitality executives and diversity leaders also share their insights and expertise on what diversity means to them, where it’s going, and how your business can greatly benefit.22 minutes, ©200505890DVD02ENGE – English/DVD05890DVD02SPGE – Spanish/DVD$149.95. AH&LA Members: $99.95
Best Face ForwardThe professional appearance of any employee who comes in contact with guests, customers, or co-workers can make a significant impact on that employee’s place of business and career. This video highlights the impact of first impressions, good personal hygiene, and appearance guidelines.12 minutes, ©200505600DVD02ENGE – English/DVD05600DVD02SPGE – Spanish/DVD$149.95. AH&LA Members: $99.95
Recruiting & InterviewingThis video lets you hear what techniques others use to attract the right people in the first place. In addition to discussing alternative methods of recruitment, managers reveal how they identify the best candidates for the job.16 minutes, ©199705261DVD02ENGE – English/DVD $179.95. AH&LA Members: $89.95
Retention & MotivationHuman Resources managers and general managers alike can benefit from this video that discusses what motivates employees to stay at their jobs and how important a role managers play in retaining good employees.21 minutes, ©199705271DVD02ENGE – English/DVD$179.95. AH&LA Members: $89.95
There’s A Place For You HereLodging Orientation ProgramNineteen rising stars from different job positions within the lodging industry provide insight, information and advice to new or potential employees joining the industry. 16 minutes, ©200205010DVD01ENGE – English/DVD05010DVD01SPGE – Spanish/DVD$179.95. AH&LA Members: $125.95
NEW! Human Resources:3-in-1 package• Diversity Works• Best Forward• There’s A Place for You Here©200805200DVD01ENGE – English/DVD$375.00. AH&LA Members: $275.00
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Train the Trainer:Conducting One-on-One TrainingThis video is a must for anyone responsible for showing others how a job is done. Includes companion guide. 22 minutes, ©199805543DVD02ENGE -English/DVD$159.95. AH&LA Members: $79.95
Train the Trainer:Leading Group TrainingThis video is loaded with ideas and tips from professional trainers and shows how to give a more dynamic presentation by following proven do’s and don’ts.Includes companion guide. 21 minutes, ©199705542DVD02ENGE – English/DVD$159.95. AH&LA Members: $79.95
Train the Trainer: Preparing for TrainingDiscover an easy, organized approach to training preparation with this video, ensuring that your message will “stick”!Includes trainer’s checklist.16 minutes, ©199705541DVD02ENGE – English/DVD $159.95. AH&LA Members: $79.95
Train the Trainer: 3-in-1 package• Preparing for Training• Conducting One-on-One
Training• Leading Group Training54 minutes, ©199705540DVD02ENGE – English/DVD$300.00. AH&LA Members: $200.00
BooksTurnover & Diversity in the Lodging Industry©2004, SoftboundAH&LA, together with the Hospitality Industry Diversity Institute, has updated the 1997 publication, Turnover and Diversity in the Lodging Industry. 88124NEI01ENGE – English$60.00. AH&LA Members: $35.00
Training and Development for the Hospitality IndustryDebra F. Cannon, Ph.D., CHE, andCatherine M. Gustafson, Ph.D., CLM, CHE14 chapters, ©2002, Softbound ISBN 978-0-86612-224-5Learn how to develop, conduct, and evaluate one-on-one and group training to reduce turnover, and help your property attain its goals. 00354TXT01ENGE – English$93.95. AH&LA Members: $63.95
Managing Hospitality Human ResourcesFourth EditionRobert H. Woods, Ph.D, CHRE14 chapters, ©2006, SoftboundISBN 978-0-86612-287-0This book provides important information for those who manage the human resources within a hospitality operation. Readers will learn how to fulfill the requirements of U.S. employment and workplace laws, and discover the latest strategies for attracting employees, minimizing turnover, and maximizing productivity.00357TXT04ENGE – English$93.95. AH&LA Members: $63.95
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International Human Resource Management in the Hospitality IndustrySybil Hofmann, Michael Lefever, and Colin Johnson 20 chapters, ©2000, SoftboundISBN 978-0-86612-220-7Contributing authors offer informed perspectives on human resource issues in 20 countries worldwide. Topics include labor market issues, legal and political environments, and corporate cultures.00358CSB01ENGE – English$93.95. AH&LA Members: $63.95
Supervision in the Hospitality IndustryFourth EditionRaphael R. Kavanaugh, CHA, andJack D. Ninemeier, CHA312 pp. ©2007, Softbound ISBN 978-0-86612-295-5Covers the skills supervisors need to succeed, including increasing productivity, and managing time wisely. 00250TXT04ENGE – English00250TXT02SPGE – Spanish (Second Edition)Third Edition available in Chinese and Arabic.$95.95. AH&LA Members: $65.95
2002 Hospitality Compensation & Benefits Survey This resource provides an excellent starting point for
making policy and operational decisions about pay, incentives, and rewards. The survey analyzes 34 hospitality management and non-management position salary levels, bonuses, incentive plans, and employee benefits with breakdowns by price segment, number of location, chain status, and union status.88104NEI01ENGE – English$160.00. AH&LA Members: $80.00
Study GuideCertified Hospitality Department Trainer (CHDT) The CHDT study guide is aimed towardline-level and supervisory employees with training responsibilities, and is also optional preparation for the CHDT exam. As a department trainer you are called upon to use new and different skills such as scheduling training, conducting training, and measuring training success. The CHDT study guide is designed specifically to assist department trainers enhance their skills; including:• Understanding training responsibilities• Conducting training• Measuring training success©200208017SGG01ENGE - EnglishCHDT Study Guide only$59.95. AH&LA Members $49.95
Professional Certifications for:• Certified Human Resources Executive (CHRE) $475.00. AH&LA Members: $350.00• Certified Hospitality Trainer (CHT) $475.00. AH&LA Members: $350.00• Certified Hospitality Department Trainer (CHDT) $75.00. AH&LA Members: $50.00(See page 5-6 for details)
Human Resources
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Ready-to-Lead SeminarsPackaged in an easy-to-use kit, these seminars are ready for you to conduct at any location you choose. Each training kit includes:• Leader’s Guide• “Successful Group Training” booklet• Sample Certificate of CompletionParticipant Manuals are sold separately for each topic.
Tackling Turnover: Keep Good People Once You Get ThemThe positive impact that teamwork, motivation, and training have on your bottom line. ©200293618ISE01ENGE – Seminar Kit:$199.95. AH&LA Members: $159.9593618WKB01ENGE – Participant Manual: $10.00. AH&LA Members: $8.00
Success from the Start:Getting the Right People the First TimeDiscover fail-safe secrets for keeping those high-performance employees who deliver consistently strong service. ©200093613ISE01ENGE – Seminar Kit:$199.95. AH&LA Members: $159.9593613WKB01ENGE – Participant Manual$10.00. AH&LA Members: $8.00
Making Diversity WorkThis seminar provides participants with techniques that recognize diversity challenges while bringing out the most from our ever-changing workforce. ©200293627ISE01ENGE – Seminar Kit:$199.95. AH&LA Members: $159.9593627WKB01ENGE – Participant Manual:$10.00. AH&LA Members: $8.00
Maintenance & Engineering
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videos
Energy-$aving Tips for Lodging Page 74
Quality Guestroom Maintenance Page 74
Full Access: Making Your Property ADA Compliant Page 74
Books
Guide to Occupational Safety and Health Standards Compliance for the Lodging Industry Page 74
Hospitality Facilities Management and Design Page 74
Greening Your Property Page 75
Hotel Air Quality Action Management Guide for Managers and Engineers Page 75
Water Resources for Lodging Operations Page 75
skiLLs guides
Maintenance Employee Page 75
ProFessionaL cerTiFicaTion
CEOE – Certified Engineering Operations Executive Page 74
CMM – Certified Maintenance Manager Page 74
www.ahlei.org
Maintenance & Engineering
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Professional Certification for:• Certified Engineering Operations Executive (CEOE)$475.00. AH&LA Members: $350.00• Certified Maintenance Manager (CMM)$350.00. AH&LA Members: $275.00(See pages 6-7 for details)
VideosEnergy-$aving Tips for LodgingThis EPA award-winning video and companion guide demonstrates the value of strategic energy management when used by a property, and highlights basic practices for reducing energy costs.18 minutes, ©200305280DVD01ENGE – English/DVD$119.95. AH&LA Members: $83.95
Quality Guestroom MaintenanceYou’ll save money and keep rooms guest-ready using the practical how-to information in this video. Discover ways to help:• Minimize liability by maintaining a
safe and secure environment• Prevent minor flaws from
developing into time-consuming, expensive emergencies
Includes companion guide. 29 minutes, ©200205350DVD01ENGE – English/DVD05350DVD01SPGE – Spanish/DVD$179.95. AH&LA Members: $125.95
Full Access: Making Your Property ADA Compliant This video-based program is designed to alert and educate lodging managers, engineers, and staff to physical access issues related to the ADA, along with potential remedies. It also discusses the legal concept of “reasonable care.” Includes companion guide.19 minutes, ©200105596DVD02ENGE – English/DVD$199.95. AH&LA Members: $139.95
Maintenance3-in-1 package• Quality Guestroom
Maintenance• Full Access: Making Your
Property ADA Compliant• Energy Saving Tips for Lodging06004DVD01ENGE – English/DVD$375.00. AH&LA Members: $275.00
BooksGuide to Occupational Safety and Health Standards Compliance for the Lodging IndustryRaymond C. Ellis, Jr., CHE, CHTP ©1996Funded by a grant from the American Hotel & Lodging Educational Foundation.88103NEI01ENGE – English$60.00. AH&LA Members: $30.00
Hospitality Facilities Management and DesignThird EditionDavid M. Stipanuk and Harold Roffmann, CEOE15 chapters, ©2006, SoftboundISBN 978-0-86612-285-6Teach employees how the latest technology can streamline procedures. 00281TXT03ENGE – EnglishAlso available in Chinese and Arabic.$93.95. AH&LA Members: $63.95
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Hospitality Skills Certifications (HSC)Front-Line Staff The industry’s first program to recognize front-line staff for job knowledge and acquired skill set for their current position within the lodging industry.
• Maintenance Employee$50.00. AH&LA Members: $35.00
Greening Your Property ©1996, SoftboundThis guide will show you how environmental efforts can add green to your bottom line and give your property a public relations boost. Includes cost/value worksheets and suppliers of environmentally friendly products. Highlights: • Create an environmental policy• Manage energy consumption• Choose efficient lighting• Manage water use• Improve indoor air quality• Green your amenities and service• Publicize your programA Green Seal Guide00877TXT01ENGE – English$45.50. AH&LA Members: $37.50
Hotel Air Quality ManagementAction Guide for Managers and EngineersRobert A. Riedel, CHA, CHE170 pp., ©1995, SoftboundISBN 978-0-86612-096-8This guide is loaded with preventive steps to improve air quality and prevent problems.00875TXT01ENGE – English$63.95. AH&LA Members: $44.95
Water Resources for Lodging OperationsDavid M. Stipanuk and Stephani Robson144 pp., ©1995, SoftboundISBN 978-0-86612-127-9Developed with the guidance of AH&LA’s Executive Engineer’s Committee, this book shows how to ensure water quality while reducing expenses.00876TXT01ENGE – English$63.95. AH&LA Members: $44.95
Skills GuideMaintenance Employee Keeping your property’s mechanical systems operating smoothly is an important behind-the-scenes job that makes a big impact on guest satisfaction. Topics include:• Preventative maintenance• HVAC systems, maintenance tools• Environmental issues, and OSHA regulations08037IGP01ENGE – English $124.95. AH&LA Members: $99.95
Risk Management
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videos
10-Minute Trainer: Security Page 77
Crisis Communications Page 77
Spotlight On Security for Lodging Page 77
new! 10-Minute Trainer: Safety Page 77
new! Lodging SafetyWorks Page 77
new! Simpsons Safety Training Supplement Page 77
Planning for Emergencies Page 78
Keycard Control: Security for Electronic Locking Systems Page 78
Guest Safety Tips Page 78
Employee Awareness and Problem Prevention Page 78
Addressing Workplace Violence in the Lodging Industry Page 78
Fire Safety: Prevention and Response for the lodging Industry Page 78
Book
Security and Loss Prevention Management Page 79
seminar/Programs
Workplace Violence: Awareness, Prevention and Response Page 79
CARE® (Controlling Alcohol Risks Effectively) Page 79
Lodging Security Officer Program Page 79
ProFessionaL cerTiFicaTion
CLSD – Certified Lodging Security Director Page 79
CLSS – Certified Lodging Security Supervisor Page 79
CLSO – Certified Lodging Security Officer Page 79
www.ahlei.org
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Videos10-Minute Trainer: SecuritySix video segments depict sensitive security incidents that get staff solving security concerns as a team. 19 minutes, ©200405503DVD01ENGE – English/DVD$99.95. AH&LA Members: $69.95
Crisis CommunicationsThis video and companion guide teaches lodging operators how to effectively manage a crisis situation and work with the media to deliver accurate and appropriate messages. Viewers are given basic steps needed to prepare and recover from disastrous situations.16 minutes, ©200305930DVD01ENGE – English/DVD$50.00. AH&LA Members: $35.00
Spotlight On Security for LodgingThis video and companion guide are designed to help lodging properties provide the secure environment that guests are seeking and that today’s marketplace demands. Topics include:• Why security is so important to the bottom line• Improving employee security awareness skills• Balancing security with guest satisfaction27 minutes, ©200305920DVD01ENGE – English/DVD 05920DVD01SPGE – Spanish/DVD$139.95. AH&LA Members: $97.95
NEW! 10-Minute Trainer: SafetyA brief primer on safety issues for lodging properties featuring scenarios and procedures that help promote safety awareness and risk management. Topics include: motion safety; fire prevention; responding to a fire; chemical care and personal protective equipment; bloodborne pathogens; and emergency planning. ©200805503DVD02ENGE – English/DVD$124.95. AH&LA Members: $99.95
NEW! Lodging SafetyWorksRisk Management and minimizing liability are top priorities for any lodging property, and this video and companion guide provide a full overview for both employees and supervisors on all the major safety issues, including:motion and lifting, fire prevention, chemical care, bloodborne pathogens, and machine safety.33 minutes, ©200805230DVD02ENGE – English/DVD05230DVD02SPGE – Spanish/DVD$224.95. AH&LA Members: $179.95
NEW! Simpsons Safety Training SupplementIn partnership with Fox Studios and AH&LEI, SafetyWorld/Owen Media has created a safety awareness system that features the Simpsons characters to reinforce monthly safety training. Topics include Fire Safety; Personal Protective Equipment; Chemical Care; Lockout/Tagout; and Slips, Trips, and Falls, and correspond to topics in AH&LEI Lodging SafetyWorks video for an ideal training companion. Each kit contains the following materials related to each topic:• Simpsons Poster (1 per topic) for display near
employee entrances, or in high traffic areas.• Simpsons Table Tent (1 per topic) for break areas
or employee cafeteria tables.• Safety Quiz Cards (10 per topic) tailored for
hospitality, to document learning of key points.• Meeting Cards (10 per topic) serve as a script to
help supervisors run their meetings easily.©200807000SFW01ENGE – English$267.25. AH&LA Member: $170.95
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Employee Awareness and Problem PreventionWatch for problem zones, poorly lit areas, unsecured entryways, and likely hiding places. Inform guests of security measures and tactfully recommend precautions.17 minutes, ©199605831DVD02ENGE – English/DVD$179.95. AH&LA Members: $89.95
Addressing Workplace Violence in the Lodging IndustryWorkplace violence affects everyone and every business. Since everyone is at risk, awareness training is KEY. This comprehensive video and companion guide will show you everything from how to identify risks of workplace violence to the proper way of responding to it. 22 minutes, ©200005820DVD01ENGE – English/DVD05820DVD01SPGE – Spanish/DVD$199.95. AH&LA Members: $139.95
Fire Safety: Prevention and Response for the Lodging Industry This informative video and companion guide produced by EI, in collaboration with the National Fire Protection Association, demonstrates how fire awareness and prevention are critical in protecting not only yourself but everyone. 21 minutes, ©200005840DVD01ENGE – English/DVD05840DVD01SPGE – Spanish/DVD$199.95. AH&LA Members: $139.95
Planning for EmergenciesThis exciting video and companion guide helps you design, develop and implement a successful emergency plan. It also addresses Occupational Safety & Health Administration (OSHA) requirements that state “a fire emergency program and emergency evacuation plan must be in writing.” 21 minutes, ©200005850DVD02ENGE – English/DVD$109.95. AH&LA Members: $76.95
Keycard Control: Security for Electronic Locking SystemsBecause of the ease with which guest and master keycards can be created, your hotel may need to implement entirely new strategies for the protection of guests and employees. Bonus Material: DVD disk includes helpful worksheets, checklists, and exercises. 25 minutes, ©200506215DVD01ENGE – English/DVD$119.95. AH&LA Members: $89.95
Guest Safety TipsGuest Safety video highlights a variety of important tips to help travelers enjoy a secure and pleasant stay. The short public service announcement, can be incorporated on any hotel open channel. 2 minutes, ©200305990DVD01ENGE – English/DVD$25.00The Guest Safety Tips video is available complimentary to members.
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Risk Management: 3-in-1 packageA comprehensive security and emergency prevention and response plan is an essential safety requirement for every lodging property. Titles included in this package:• Spotlight On Security for Lodging• Fire Safety: Prevention and Response for the
Lodging Industry• Planning for Emergencies06001DVD01ENGE – English/DVD$375.00. AH&LA Members: $275.00
BookSecurity and Loss Prevention ManagementSecond EditionRaymond C. Ellis, Jr., CHE, and David M. Stipanuk 7 chapters, ©1999, SoftboundISBN 978-0-86612-178-1This comprehensive book covers physical security, asset protection, guest protection, security equipment, emergency management, OSHA requirements and more.00387CSB02ENGE – English$91.95. AH&LA Members: $61.95
Seminar/ProgramsWorkplace Violence: Awareness, Prevention, and ResponseWorkplace violence is one of the leading security threats facing businesses today, and hospitality employees are particularly at risk. This ready-to-lead seminar can help properties educate their employees about this serious issue.©2002 93624ISE01ENGE – Seminar Kit:$199.95. AH&LA Members: $159.95Ready-to-lead kit includes Leader’s Guide and sample participant manual. Additional participant manuals must be purchased separately.93624WKB01ENGE – Participant Manual$10.00. AH&LA Members: $8.00Ask about quantity discount on Participant Manuals.
CARE® Controlling Alcohol Risks EffectivelyMeet state mandates for alcohol server training and protect yourself in a court of law with this one-day award-winning workshop.
See pages 38 for details.
Lodging Security Officer (LSO) ProgramThe LSO program provides general techniques and tips as well as hospitality-specific information that security officers and other employees need to provide effective security at your property. The program consists of:• Four modular textbooks • A DVD or video supplement • A workbook with progress
quizzes Recommended study material for the CLSO program.©2005
Property package05620ISE02ENGE – English/DVD $199.95. AH&LA Members: $159.95
Employee workbook09620WKB02ENGE – English$10.00. AH&LA Members: $8.00
Professional Certifications for:• Certified Lodging Security Director (CLSD)$475.00. AH&LA Members: $350.00• Certified Lodging Security Supervisor (CLSS)$275.00. AH&LA Members: $200.00• Certified Lodging Security Officer (CLSO)$50.00. AH&LA Members: $35.00(see pages 6-7 for details)
Sales & Marketing
80
videos
Revenue Management Page 81
Competitive Edge: Sales Strategies for Small Properties Page 81
10-Minute Trainer: Sales Page 81
Building Profits Through Reservation Sales Page 81
Four Walls Marketing: A Blueprint to More Effective Sales and Marketing Page 81
Front Line to Bottom Line: Revenue Strategies for Lodging Employees Page 81
Books
revised! Hospitality Sales and Marketing Page 82
Fundamentals of Destination Management and Marketing Page 82
Hospitality and Tourism Marketing Page 82
Marketing in the Hospitality Industry Page 82
Contemporary Hospitality Marketing Page 82
Convention Sales and Services Page 83
seminar
Revenue Management: Expanded Training Seminar Page 83
ProFessionaL cerTiFicaTion
CHSP – Certified Hospitality Sales Professional Page 83
CHRM – Certified Hospitality Revenue Manager Page 83
www.ahlei.org
Sales & Marketing
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VideosRevenue ManagementThis informative video-based training program is designed to define, identify and encourage the use of a variety of revenue management techniques. Program includes:• Informational video• Comprehensive companion guide (includes
questions for discussion, case studies and room to complete your own property information)
31 mimutes, ©200105240DVD02ENGE – English/DVD$199.95. AH&LA Members: $139.95
Competitive Edge: Sales Strategies for Small PropertiesCreate and implement a successful plan through this video designed for small-property managers. Learn how to:• Create an effective sales pact• Identify curb appeal and strengths
over competitors• Overcome objections and close
the saleIncludes companion guide.24 minutes, ©200105710DVD01ENGE – English/DVD $119.95. AH&LA Members: $83.95
10-Minute Trainer: SalesThis 10-minute video offers short segments designed to facilitate discussions on sales topics that need additional emphasis at your property. Perfect for group training sessions and orientation.19 minutes, ©200405509DVD01ENGE – English/DVD$99.95. AH&LA Members: $69.95
Building Profits Through Reservation SalesThis DVD will teach your front desk, reservations, and sales staff the key skills they need to consistently turn inquiry calls into reservations:• Telephone hospitality techniques • Active listening and asking
probing questions • Transitional questions and building
a pyramid of value • Turning features into benefits• Overcoming objections• Upselling and closing the sale 25 minutes, ©200506217DVD01ENGE – English/DVD$119.95. AH&LA Members: $89.95
Four Walls Marketing: A Blueprint to More Effective Sales and Marketing This DVD program presents solid information and uses real-life interactive scenarios to show how hotel staff and managers can all be part of a marketing team that drives revenue and increases profits.33 minutes, ©200506218DVD01ENGE – English/DVD$119.95. AH&LA Members: $89.95
Front Line to Bottom Line: Revenue Strategies for Lodging EmployeesHousekeeping, laundry, and maintenance staff discover how their consistent quality efforts can ensure satisfied guests and build repeat business. Guest service agents gain insights into simple sales strategies and learn how to effectively track and manage available rooms to maximize sales.26 minutes, ©200506219DVD01ENGE – English/DVD$119.95. AH&LA Members: $89.95
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BooksREVISED! Hospitality Sales and MarketingFifth EditionJames R. Abbey, Ph.D., CHA18 chapters, ©2008, Softbound ISBN 978-0-86612-325-9The fifth edition includes several new exhibits, including profiles of key industry innovators and corporate spotlights of hotel
and restaurant companies. In addition, the Internet’s increasing role in marketing and sales is explored with new information on social media and social networks, using the Internet to build brand awareness, and sales and marketing.00472TXT05ENGE – English$96.95. AH&LA Members: $66.95
Fundamentals of Destination Management and MarketingRich Harrill, Ph.D.15 chapters, ©2005, SoftboundISBN 978-0-86612-266-5Published under the sponsorship of the Destination Marketing Association International (DMAI), this textbook is the first comprehensive guide covering basic functions of the contemporary convention and visitors’ bureau. Global in scope, the book features chapters that explore destination management and marketing outside the United States.00323TXT01ENGE – English$93.95. AH&LA Members: $63.95
Hospitality and Tourism MarketingWilliam Lazer, Melissa Dallas, and Carl Riegel18 chapters, ©2006, SoftboundISBN 978-0-86612-269-6This book focuses on the strategic dimensions of contemporary hospitality and tourism marketing management. Systems thinking is applied throughout. Concrete examples of hospitality and tourism marketing illustrate the practical applications of theoretical marketing concepts. The book also features guidelines for developing effective hospitality and tourism marketing strategies and programs.00372TXT01ENGE – English$93.95. AH&LA Members: $63.95
Marketing in the Hospitality IndustryFourth EditionRonald A. Nykiel, Ph.D., CHA, CHE26 chapters, ©2003, SoftboundISBN 978-0-86612-254-2This book provides useful tips, checklists, creative ideas, and case examples of successful hospitality marketing practices. It includes chapters on customer service, electronic marketing, marketing budgets, and marketing and the law. 00270TXT04ENGE – English$91.95. AH&LA Members: $61.95
Contemporary Hospitality MarketingWilliam Lazer, Ph.D., and Roger Layton, A.M.17 chapters, ©1999, SoftboundISBN 978-0-86612-158-3Train your staff to meet the marketing challenges of tomorrow’s competitive hospitality marketplace.00370TXT01ENGE – English$92.95. AH&LA Members: $62.95
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Professional Certifications for:• Certified Hospitality Sales Professional (CHSP) $375.00. AH&LA Members: $275.00• Certified Hospitality Revenue Manager (CHRM)$350.00. AH&LA Members: $275.00 (See page 6-7 for details)
Convention Sales and ServicesSeventh EditionMilton T. Astroff and James R. Abbey, Ph.D., CHA18 chapters, ©2006, SoftboundISBN 978-0-96207-105-8Get an in-depth look at the scope of today’s convention market and discover how to increase your market share of the convention, and trade show business.00478TXT07ENGE – English$93.95. AH&LA Members: $63.95
SeminarRevenue Management: Expanded Training SeminarUnleash the mystery of forecasting. Develop strategies for every selling situation with this expanded program that includes these topics: defining the benefits of revenue management; outlining the responsibilities of a revenue management team; developing strategies and tactics for increasing profits during critical periods, plus more. Program includes: self-paced study guide, a leader’s guide for a seminar presentation, and a case study video.8 minutes, ©2001, Seminar kit05250DVD02ENGE – with DVD$159.95. AH&LA Members: $111.95
Spa Management
84
video
new! SPA: A Comprehensive Introduction Page 85
Books
SPA: A Comprehensive Introduction Page 86
Retail Management for Spas Page 86
Uniform System of Financial Reporting for Spas Page 86
Program
Supervisory Skill Builders for the Spa Industry Page 87
www.ahlei.org
Spa Management
85
VideoNEW! SPA: A Comprehensive IntroductionThis DVD presents the wisdom and experience of a diverse group of seasoned industry professionals to provide a cross-cultural view of the world of spa. It shares interviews with spa professionals throughout the industry and showcases their spas and the treatments offered. This DVD provides a strong foundation of knowledge for success in the spa industry. It also serves as a companion piece to the introductory textbook, Spa: A Comprehensive Introduction.120 minutes, ©200800120DVD01ENGE – English/DVD$199.95. AH&LA Members: $99.95
International SPA Association & ISPA Foundation2365 Harrodsburg Road, Suite A325Lexington, KY 40504 USATelephone: 1.888.651.ISPA (4772) or 1.859.226.4326Fax: 1.859.226.4445Email: [email protected]©2008
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Uniform System of FinancialReporting for Spas©2005, Hardbound ISBN 978-0-86612-264-1This definitive guide for accounting principals was created by the ISPA Foundation in a collaborative effort with author Raymond Schmidgall, Ph.D., the American Hotel & Lodging Educational Institute and Hospitality Financial & Technology Professionals. Specifically designed for spas, it provides a financial reporting system that will allow operators to measure, compare, and report on the financial health of their business. The flexibility of the system allows spas of any size to enjoy success from implementation.00677TXT01ENGE – English$89.00. AH&LA Members: $59.00
Uniform Systems of Financial Reporting for SpasForms00677CDR01ENGE – CD/Forms$89.00. AH&LA Members: $59.00
BooksNEW! SPA: A Comprehensive IntroductionBridgette M. Redman and Elizabeth M. Johnson10 chapters, ©2008, SoftboundISBN ISBN 978-0-86612-323-5The book provides readers with an overview of the world of spa, which will help them to better communicate and work effectively with spa personnel at their
property. It also examines today’s spa industry and introduces readers to spa careers. In addition, it also takes readers through a typical day from a spa director’s perspective, examines the qualities of an outstanding spa experience, and discusses industry trends and future directions. 00120TXT01ENGE – English$85.95. AH&LA Members: $62.95
Retail Management for Spas9 chapters, ©2005, Softbound ISBN 978-1-57640-089-0The International SPA Association (ISPA) and the ISPA Foundation have partnered to create a retail management course that fully explores retail planning, inventory management, maximizing profits, sales and service, visual merchandising, and marketing within the spa environment. This course will help aspiring spa professionals increase their retail knowledge and understanding of vendor partner relationships. 00220TXT01ENGE – English$85.95. AH&LA Members: $62.95
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ProgramSupervisory Skill Builders for the Spa IndustrySecond EditionA practical series of nine workbooks and leader’s guides that provide supervisors and managers with insight into the skills and competencies they need to manage their time, communicate effectively, motivate their employees, resolve workplace conflicts, and manage the performance of their direct reports. Each topic becomes one module, developed through a workbook leader’s guide, purchased individually. The workbook provides a case-study approach to building supervisory skills. The leader’s guide provides step-by-step instructions for conducting group training sessions.
The nine topics are: • You as a Supervisor • Conducting Orientation and Training • Leadership • Handling Problems and Conflicts • Motivation and Team Building • Staffing and Scheduling • Improving Employee Performance • Effective Communication • Time Management
Workbooks complete set of nine.©200309510SKP02ENIP – English09510SKP02C1IP – Chinese$139.95. AH&LA Members: $109.95Workbooks by individual titles.$18.95 each. AH&LA Members: $12.95 each
Leader’s Guides complete set of nine.©200309510SKG02ENIP – English$224.95. AH&LA Members: $179.95Leader’s Guides by individual title.$30.95 each. AH&LA Members: $24.95 each
Technology Primers
88
TechnoLogy Primers
An Introduction to Hotel Systems – Fundamentals & Glossary Page 89
Computer System Failure Contingency Planning Page 89
E-Commerce: Frequently Asked Questions Page 89
new! The Payment Card Industry Compliance Process for Lodging Establishments Page 89
Food & Beverage Systems Page 89
Hotel Technology Infrastructure Page 89
Principles of Privacy Page 90
Revenue Management Page 90
Strategies and Tactics in System Selection Page 90
Telecommunications in the Hospitality Industry Page 90
The Fundamentals of Systems & Security Maintenance Page 90
www.ahlei.org
Technology Primers
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Technology PrimersDeveloped by: AH&LA Technology CommitteeSponsored by: American Hotel & Lodging Educational Foundation
Technology Primers are original articles, guides and reports that are prepared to support the successful use of information technology.
Technology Primer Pricing:$20.00 each. AH&LA Members: $10.00 each
The following primers address important technology topics in an integrated manner by connecting related themes and providing links to appropriate and preferred resources:
An Introduction to Hotel Systems – Fundamentals & GlossarySecond Edition 88108NEI02ENGEThis primer provides newcomers to the hospitality industry – from owners buying or renovating their first hotel property to new hires on the front desk – an overview of the main types of computer-based systems available in the hospitality marketplace. It describes the various operational areas each system covers, their main functions, and the how they interact with each other.
Computer System Failure Contingency Planning88127NEI01ENGEThis handbook deals with the whys and hows of maintaining service levels in your hotel during a failure of key hotel systems. The discussion includes:• How to operate without one of your essential
systems• General strategies in contingency planning and
system failure• Supplies needed on hand and how to prepare for a
system failure• Managing a hotel without the property management
system or its interfaces • Essential information to allow you to deliver guest
services and protect revenue during an outage
e-Commerce: Frequently Asked QuestionsSecond Edition88107NEI02ENGEWell beyond the sale of hotel rooms, e-commerce will have far-reaching implications for the hospitality industry. As industry consolidation continues, and operators and suppliers become more sophisticated in their business practices, an increasing number of routine tasks and transactions will take place online. This primer provides an overview of e-commerce, e-procurement, e-distribution, and websites as well as answers your basic e-commerce questions.
NEW! The Payment Card Industry Compliance Process for Lodging Establishments88128NEI02ENGEThe primer helps to drive awareness regarding the importance and seriousness of PCI compliance; it provides a great starting point for those unfamiliar with this topic and those just beginning their journey. This quick reference tool is a way to quickly move up the learning curve, and contains checklists and planning guides, and links to additional resources. It helps to demystify PCI compliance and explain it in terms that make sense for hoteliers. Becoming PCI compliant is a sound business practice and the right thing to do. By doing so, hotels can protect their reputations, avoid financial penalties and litigation, and protect their guests’ information.
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Food & Beverage Systems88126NEI01ENGEThis handbook provides an overview of various aspects of technology used in F&B operations, both in the front of the house and in back. The primer includes:• Point-of-sale system fundamentals and trends • Table management applications that can drive
increased revenue• Gift cards and loyalty programs • Hardware and cabling requirements • Interfaces • Inventory and purchasing systems • Centralized applications
Hotel Technology InfrastructureSecond Edition 88109NEI02ENGEThis primer is designed to familiarize hotel owners, operators, and developers with the fundamentals of technology in the hotel environment. It provides an overview of cabling infrastructure requirements for a broad range of property-level hotel technology applications. Some of these applications include:• Voice and data in guestrooms and public spaces • Administrative voice and data, including • Property Management Systems (PMS)• Point of Sale systems (POS)• Video (free-to-guest, pay-per-view, and interactive)• Locking systems• High-speed Internet access (HSIA)
Principles of Privacy88125NEI01ENGEThis primer is a prescriptive overview of the nature of practicing privacy in today's hospitality industry. Written for the hotelier, the document presents enough of the technical, conceptual and legal framework surrounding privacy issues today to understand the actionable recommendations and to utilize the checklists.
Revenue Management Second Edition88119NEI02ENGEThe object of this guide is to recognize revenue-yield management practices, and provide some basic concepts, definitions and terms that can be used as a baseline for the implementation and communication of revenue management in a hotel that does not have an automated revenue management system. It also provides guides for instilling a revenue management culture, discusses the potential benefits that can be gained and gives thoughts on choosing a solution, whether manual or automated.
Strategies and Tactics in System Selection 88118NEI01ENGEThis guide provides an overview of the range of strategies and tactics that one can employ when selecting various computer and communication systems from a hotel or hotel company. The content does not assume any specific prior knowledge in either technology or accepted purchasing practices and corporate requirements. Using this guide, you will learn what the key dimensions are for system selection and how to maintain control of the process.
Telecommunications in the Hospitality Industry88120NEI01ENGEWhereas telecommunications used to provide healthy revenues for a hotel, it has now become imperative for hotels to manage their communications effectively to realize profits in this department. This guide is intended to provide information to help managers manage their telecommunications department effectively.
The Fundamentals of Systems & Security MaintenanceSecond Edition88110NEI02ENGEThis primer reviews the main threats to your information and offers practical guidelines to making your systems as secure as is reasonable without interfering with daily routine.
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Within two days of receiving your payment, your order will be shipped either by DHL, Bax Global, or airmail, depending on the size of the order. You should receive it within 5 to 14 business days of shipping. Customers are responsible for customs charges and duties when applicable.
QuestionsIf you have any questions about how to order from your area, contact:
American Hotel & Lodging Educational Institute800 N. Magnolia Avenue, Suite 300Orlando, Florida 32803Phone:407-999-8100•Fax407-236-7848.
Video FormatsThe Educational Institute (EI) videos are available in NTSC and PAL format. If you need PAL video format, please indicate when you order and include an additional U.S. $10.00 per tape in your payment.
Language OptionsIn addition to the language options listed in this catalog, many EI products are available in other languages. Please call 407-999-8100 to find out if the products you want to order have additional language options.
International Customers(Outside the United States and Canada)
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Order Educational Institute training solutions bywebsite www.ahlei.org , or by phone, fax, or mail
2009-2010
Product DVD or Video
Code Qty. Product Name Format* Unit Price Total Price
Subtotal
Florida/Michigan residents add 6% sales tax
In U.S/Canada add 7% of subtotal for shipping.
Outside U.S./Canada call, email, or fax for shipping charges.TOTAL
*Indicate PAL video format and add $10 per tape.
Customers will be responsible for customs charges and duties where applicable. Prices are subject to change without notice.
Please Print. Check boxes as appropriate.
r My property is a member of the American Hotel & Lodging Association AH&LA Member Number: Name: Title: Property: Address: City: State/Province/Country: Postal Code: Telephone: ( ) Fax: ( ) Email address: Management Company: #of Rooms: Food &Beverage: q Yes q No Liquor License: q Yes q Noq Check Enclosed q Bill the indicated credit card accountq American Express q Visa q Master Card q Diners Club q DiscoverExpiration Date: Print name as it appears on credit card: Card Number: Signature:
Orders via online: www.ahlei.org
Phone:800-752-4567or 517-372-8800
Fax:517-372-4104 Attn: Catalog Order Department
Mail :Educational Institute2113 North High St.Lansing, MI 48906
Prices are subject to change without notice.
www.ahlei.org
93
Johnny Walker Hospitality Group • Donald Johnson • Harrahs Atlantic City • LodgeWorks, L.P. • New York State • Hospitality & Tourism Association • Kirby Payne • Resort Hotel • Mandoki Hospitality Group • Cynthia Savage • Gaines Sturdivant • Texas Hotel & Lodging Association • The Broadmoor Hotel • William Tiefel • Robert Wiemer • Hotel Business • Aimbridge Hospitality • Wes Ardis • Atlantic City Hotel & Lodging Association • Maria Austin • Hotel & Motel Management • Pennie Beach • Jordan Beckner • Beverly Coat Hanger Co., Inc • Big Cedar Lodge • Louie & Yuki Blanc • Minaz Abji • Roger Bloss • Bluefin Bay on Lake Superior • Ernest Boger • Gary & Joanne Budge •Call Management Products • Irene & Earl Jones • Canyon Equity • Chaparral Suites Resort Scottsdale • Dr. Ronald Cichy •Cindy Clark • Coakley & Williams Hotel Management • The Robert Alter Family • Douglas Collins •Colonnade Hotel Boston • Colwen Management • ConventionPlanit.com •Bob Craycraft •Days Inn -Fordyce • Host Hotels & Resorts • DHA Oklahoma Hotels, LLC dba Econo Lodge Inn & Suites •Michael Downing • Lorraine Dragavon Lee Dushoff • Raymond Ellis •Herbert Everett George Fischer •Faye Gayes • Mark Giangiulio Ramesh Gokal • Felcor Lodging Trust • Debbie Johnson • Terri Haack • Gregory Hodges • Holiday Inn Sheridan • Hotel Dynamics LLC •Hotel Equities, Inc • Hoteliers Ink • Kay Howard • Jack Craver Company •Tom & Jan-Patrice Jackson • Paul Jinneman • Alan Johnson • Debbie Johnson • Johnson Capital • Jon Inge
Over 300,000 hospitality jobs will need to be added by 2010, and most
high school and college students have never considered a career in
hospitality.
That’s where the American Hotel & Lodging Educational Foundation
(AH&LEF) comes in. Through donations from forward-thinking industry
professionals, we educate young people about the vast array of hospitality
professions and reward them financially for pursuing this path. And we
do this solely through individual and corporate donations. Want to know
who these insiders are? Check out the List.
They’re the ones who know giving back is the only way to get ahead.
The industry needs us, and we need you. Call 202-289-3100 or visit
www.ahlef.org to become part of this exceptional list.
tomorrow’s workforce
You make it happen—when you join the List.
1201 New York Avenue, NW, Suite 600Washington, DC 20005-3931(202) 289-3100
Being an AH&LA member means…
…having turned up service. Our industry is all about service. AH&LA not only provides premium services to our members, we also help our members do the same for their clients. And we’ve turned it up a notch—members get both national and state membership for the price of one.
Our comprehensive suite of benefits grants you generous discounts, exclusive industry publications, and active political support, in addition to affording you networking and educational opportunities with industry innovators. It’s everything you need to service your hotel, your guests, and your bottom line.
Now that’s service that’s hard to turn down.
Give us a call at 1-800-252-2462 or visit us at www.ahla.com/turnedup
for more information.01-080907
Members save 20-40% on all EI products. How can you turn that down?
*Start your 2 for 1 membership and start saving. Identify your state’s hotel & lodging association:
Alabama Hospitality Association 334-213-2526 www.alhospitality.org
Alaska Hotel & Lodging Association 907-272-1229 www.4aha.org
Arizona Hotel & Lodging Association 602-604-0729 www.azhla.com
Arkansas Hospitality Association 501-376-2323 www.arhospitality.com
California Hotel & Lodging Association 916-554-2676 www.calodging.com
Colorado Hotel & Lodging Association 303-297-8335 www.coloradolodging.com
Florida Restaurant & Lodging Association 850-224-2250 www.frla.org
Georgia Hotel & Lodging Association 404-771-2995 www.ghla.net
Hawaii Hotel & Lodging Association 808-923-0407 www.hawaiihotels.org
Hotel Association of New York City, Inc. 212-754-6700 www.hanyc.org
Hotel Association of Washington, D.C. 202-289-0584 www.hawdc.com
Illinois Hotel & Lodging Association 312-346-3135 www.illinoishotels.org
Indiana Hotel & Lodging Association 317-673-4207 www.indianahotels.org
Iowa Lodging Association 515-278-8700 www.iowalodgingassociation.org
Kentucky Hotel & Lodging Association 502-875-1115 www.kyhotellodging.com
Louisiana Hotel & Lodging Association 225-342-8125 www.lahla.com
Maine Innkeepers Association 207-865-6100 www.maineinns.com
Maryland Hotel & Lodging Association 410-974-4472 www.mdlodging.org
Massachusetts Lodging Association 617-720-1776 www.masslodging.com
Michigan Lodging and Tourism Association 517-267-8989 www.michiganhotels.org
Montana Innkeepers Association 406-449-8408 www.montanainnkeepers.com
Nebraska Hotel & Motel Association 402-476-1528 www.nebraskahma.com
Nevada Hotel & Lodging Association 702-878-9272 www.nvhotels.com
New Hampshire Lodging & Restaurant Association 603-228-9585 www.nhlra.com
New Jersey Hotel & Lodging Association 609-278-9000 www.hsbgnet.com
New Mexico Lodging Association 505-983-4554 www.nmlodging.org
New York State Hospitality & Tourism Association 518-465-2300 www.nyshta.org
North Carolina Restaurant & Lodging Association 919-844-0098 www.ncrla.biz
Ohio Hotel & Lodging Association 614-461-6462 www.ohla.org
Oklahoma Hotel & Lodging Association 405-942-6462 www.oklahomahotels.org
Oregon Lodging Association 503-783-2797 www.oregonlodging.com
Pennsylvania Tourism & Lodging Association 717-232-8880 www.patourism.org
Rhode Island Hospitality & Tourism Association 401-223-1120 www.rihospitality.com
The Hospitality Association of South Carolina 803-765-9000 www.schospitality.org
Tennessee Hotel & Lodging Association 615-385-9970 www.thla.net
Texas Hotel & Lodging Association 512-474-2996 www.texaslodging.com
Utah Hotel & Lodging Association 801-359-0104 www.uhla.org
Vermont Hospitality Council 802-229-2259 www.vtchamber.com
Virginia Hospitality & Travel Association 804-288-3065 www.vhta.org
Washington State Hotel & Lodging Association 206-306-1001 www.wshla.com
West Virginia Hospitality & Travel Association 304-342-6511 www.wvhta.com
Wisconsin Innkeepers Association 262-782-2851 www.wisconsinlodging.info
Wyoming Lodging & Restaurant Association 307-634-8816 www.wlra.org
*Properties in Connecticut, Delaware, Idaho, Kansas, Missouri, Minnesota, Mississippi, North Dakota, or South Dakota may join AH&LA directly. Give us a call at 1-800-252-2462 or visit us at www.ahla.com for more information.
Being an AH&LA member means…
…having turned up service. Our industry is all about service. AH&LA not only provides premium services to our members, we also help our members do the same for their clients. And we’ve turned it up a notch—members get both national and state membership for the price of one.
Our comprehensive suite of benefits grants you generous discounts, exclusive industry publications, and active political support, in addition to affording you networking and educational opportunities with industry innovators. It’s everything you need to service your hotel, your guests, and your bottom line.
Now that’s service that’s hard to turn down.
Give us a call at 1-800-252-2462 or visit us at www.ahla.com/turnedup
for more information.01-080907
Members save 20-40% on all EI products. How can you turn that down?
*Start your 2 for 1 membership and start saving. Identify your state’s hotel & lodging association:
Alabama Hospitality Association 334-213-2526 www.alhospitality.org
Alaska Hotel & Lodging Association 907-272-1229 www.4aha.org
Arizona Hotel & Lodging Association 602-604-0729 www.azhla.com
Arkansas Hospitality Association 501-376-2323 www.arhospitality.com
California Hotel & Lodging Association 916-554-2676 www.calodging.com
Colorado Hotel & Lodging Association 303-297-8335 www.coloradolodging.com
Florida Restaurant & Lodging Association 850-224-2250 www.frla.org
Georgia Hotel & Lodging Association 404-771-2995 www.ghla.net
Hawaii Hotel & Lodging Association 808-923-0407 www.hawaiihotels.org
Hotel Association of New York City, Inc. 212-754-6700 www.hanyc.org
Hotel Association of Washington, D.C. 202-289-0584 www.hawdc.com
Illinois Hotel & Lodging Association 312-346-3135 www.illinoishotels.org
Indiana Hotel & Lodging Association 317-673-4207 www.indianahotels.org
Iowa Lodging Association 515-278-8700 www.iowalodgingassociation.org
Kentucky Hotel & Lodging Association 502-875-1115 www.kyhotellodging.com
Louisiana Hotel & Lodging Association 225-342-8125 www.lahla.com
Maine Innkeepers Association 207-865-6100 www.maineinns.com
Maryland Hotel & Lodging Association 410-974-4472 www.mdlodging.org
Massachusetts Lodging Association 617-720-1776 www.masslodging.com
Michigan Lodging and Tourism Association 517-267-8989 www.michiganhotels.org
Montana Innkeepers Association 406-449-8408 www.montanainnkeepers.com
Nebraska Hotel & Motel Association 402-476-1528 www.nebraskahma.com
Nevada Hotel & Lodging Association 702-878-9272 www.nvhotels.com
New Hampshire Lodging & Restaurant Association 603-228-9585 www.nhlra.com
New Jersey Hotel & Lodging Association 609-278-9000 www.hsbgnet.com
New Mexico Lodging Association 505-983-4554 www.nmlodging.org
New York State Hospitality & Tourism Association 518-465-2300 www.nyshta.org
North Carolina Restaurant & Lodging Association 919-844-0098 www.ncrla.biz
Ohio Hotel & Lodging Association 614-461-6462 www.ohla.org
Oklahoma Hotel & Lodging Association 405-942-6462 www.oklahomahotels.org
Oregon Lodging Association 503-783-2797 www.oregonlodging.com
Pennsylvania Tourism & Lodging Association 717-232-8880 www.patourism.org
Rhode Island Hospitality & Tourism Association 401-223-1120 www.rihospitality.com
The Hospitality Association of South Carolina 803-765-9000 www.schospitality.org
Tennessee Hotel & Lodging Association 615-385-9970 www.thla.net
Texas Hotel & Lodging Association 512-474-2996 www.texaslodging.com
Utah Hotel & Lodging Association 801-359-0104 www.uhla.org
Vermont Hospitality Council 802-229-2259 www.vtchamber.com
Virginia Hospitality & Travel Association 804-288-3065 www.vhta.org
Washington State Hotel & Lodging Association 206-306-1001 www.wshla.com
West Virginia Hospitality & Travel Association 304-342-6511 www.wvhta.com
Wisconsin Innkeepers Association 262-782-2851 www.wisconsinlodging.info
Wyoming Lodging & Restaurant Association 307-634-8816 www.wlra.org
*Properties in Connecticut, Delaware, Idaho, Kansas, Missouri, Minnesota, Mississippi, North Dakota, or South Dakota may join AH&LA directly. Give us a call at 1-800-252-2462 or visit us at www.ahla.com for more information.
96
Professional Certification
Online Learning
Academic Programs
Workforce Development
The American Hotel & Lodging Educational Institute – Training the best in the industry
Mission Statement:The American Hotel & Lodging Educational Institute is the premier source for delivering quality hospitality education, training and professional certification
that serves the needs of hospitality schools and industries worldwide.
©2008 by the American Hotel & Lodging Educational Institute2113 N. High Street, Lansing, MI 48906
1-800-752-4567 | 1-517-372-8800Outside the U. S. and Canada, call 407-999-8100
The Educational Institute is a nonprofit educational foundation. 92002ADV09ENGE09-03337
