Quoting Higher Rates and Overcoming Objections Regarding Rate/Availability Restrictions
Doug Kennedy | February 6, 2024
Education
Universal Service Rules: Leadership & Service Excellence with Bryan K. Williams
Bryan & B.Williams Enterprise, LLC | October 6, 2015
** Week 4 of 6: Universal Service Rules** There are three main service rules that I like to discuss. They are the Golden Rule, Platinum Rule, and Double Platinum Rule. The Golden Rule basically states that you should treat others the way YOU want to be treated. If I want to be treated nicely, then I should treat others nicely…if I want to have doors opened for me, then I should open doors for others…and if I want to be greeted with a big hug and high-five wherever I go, then I should give a big hug and high fives to others right?....Not so fast. Watch the video to learn more! Topics: Week 1: Be Consistent Week 2: WOW So...
New AHLEI eLearning Course Focuses on Safety for Employees and Guests
the American Hotel & Lodging Educational Institute (AHLEI) | October 1, 2015
Orlando, Florida, October 2015—The American Hotel & Lodging Educational Institute (AHLEI) has launched a new eLearning program, Safety Matters. The self-paced, online training takes learners through various areas of a property and presents information about common safety and security concerns in each area, including the lobby, front desk, guest rooms, maintenance areas, food & beverage operations, and the property's perimeter. The training uses video clips and written information to provide guidelines for maintaining the safety and health of employees and guests, as well as practical tips for addressing safety and security...
The Acceptance and Implementation of the 11th Edition of the USALI Survey Results
September 30, 2015
Implementation of the11th Revised Edition of the Uniform System of Accounts for the Lodging Industry The 11th revised edition of the Uniform System of Accounts for the Lodging Industry (USALI) was published in the spring of 2014, with an implementation date of January 1, 2015. The responsibility for revising the USALI lies with the Financial Management Committee (FMC) of the American Hotel & Lodging Association (AHLA). Throughout the implementation process, the FMC has received several questions from the worldwide lodging industry. To answer these questions, the FMC has created a Frequently Asked Questions (FAQ) document on the USAL...
Navy Lodge Everett First Navy Lodging Operation to Earn Certified Guest Service Property Designation
the American Hotel & Lodging Educational Institute (AHLEI) | September 29, 2015
Orlando, Florida, September 2015—The American Hotel & Lodging Educational Institute (AHLEI) has awarded Navy Lodge Everett with the designation of Certified Guest Service Property. It is the first Navy lodging operation to earn this title, which is presented to properties that train their employees using AHLEI's Guest Service Gold® program and certify all guest-facing staff as Certified Guest Service Professionals (CGSP®). Fifteen associates earned the individual certification after completing the paper-based Guest Service Gold® training. "Our goal was to learn more about guest service skills and to provide memorab...
Learn Preferences: A Leadership & Service Excellence Series
Bryan & B.Williams Enterprise, LLC | September 28, 2015
** Week 3 of 6: Learn Preferences ** by Bryan K. Williams One of the simplest, yet most overlooked ways to create a memorable experience is by using guest preferences. As you know, a preference is anything a guest likes or doesn't like. Preferences can range from a favorite drink to a name the guest would like to be called. In many ways, identifying and acting on a preference has the potential to provide an unforgettable experience. At the end of the day, all guests want to feel valued, appreciated, and cared for. Make it a habit to learn, at least, one preference each day, then act on it. Topics: Week 1: Be Consistent Week 2: WOW Someb...
AHLEI India Welcomes Four New Registered User Institutes
the American Hotel & Lodging Educational Institute (AHLEI) | September 23, 2015
Orlando, Florida, September 2015—The India office of the American Hotel & Lodging Educational Institute (AHLEI) has added four academic institutions to its list of Registered User Institutes (RUI) in India. Registered User Institutes contract with AHLEI to offer their students AHLEI's hospitality management courses, final exams, and academic certificates. Contracts may be renewed annually, based on performance and adherence to AHLEI requirements for high-quality teaching and practical training for students. The new Registered User Institutes are: Madras Institute of Hotel Management and Catering Technology, Chennai Malwa In...
Exceptional Leaders PLUS Exceptional Service = A Successful Season!
Bryan & B.Williams Enterprise, LLC | September 22, 2015
Join Dr. Bryan Williams for a leadership and service excellence training that will educate, inspire and challenge you and your staff to deliver world class service. Two Locations! October 26, 2015: Hilton Naples – Naples, Florida October 27, 2015: Palm Beach Convention Center – West Palm Beach, Florida TWO SESSIONS! *Leading a 5-Star Service Team This session is focused for leaders will review the leadership skills and competencies needed to lead a 5-star caliber team. Special emphasis will be placed on proven techniques and processes used by highly effective leaders worldwide. Learn how to: Build a team of highly eng...
WOW Somebody: A Leadership & Service Excellence Series
Bryan & B.Williams Enterprise, LLC | September 21, 2015
** Week 2 of 6: WOW Somebody ** by Bryan K. Williams Wowing your customers is just another way of saying, 'exceed your customers expectations', or 'create exceptional memories', or 'provide an unforgettable experience'. At the end of the day, all customers want to feel valued, appreciated, and cared for. Companies who are renowned for consistently providing exceptional service have only one standard, and that standard is to WOW by any means necessary. In iconic service brands, like Ritz-Carlton, Four Seasons and Leading Hotels of the World, there is virtually no discussion about meeting expectations. Only exceeding expectations will do....
The Deepwater Horizon Oil Spill Damaged the Environment, the Travel Industry & Corporate Reputations
The Center for Hospitality Research | September 16, 2015
Cornell Study Chronicles Communication Channels after BP Oil Spill Ithaca, NY, September 16, 2015 - In the wake of the settlement for the BP oil spill in the Gulf of Mexico, a new report from the Center for Hospitality Research (CHR) at Cornell University chronicles the communication factors that led to canceled travel plans and poor regard for BP as a corporation. The report, "How the Deepwater Horizon Oil Spill Damaged the Environment, the Travel Industry, and Corporate Reputations," by Alex Susskind, Mark Bonn, and Benjamin Lawrence, is available at no charge from the CHR. Susskind is an associate professor at the Cornell University ...
PolyU Welcomes Inaugural Class of Master of Science in International Wine Management
PolyU's School of Hotel and Tourism Management | September 15, 2015
15 September 2015 - Thirty-one passionate and enthusiastic students were recently warmly welcomed to the inaugural Master of Science (MSc) in International Wine Management programme offered by the School of Hotel and Tourism Management (SHTM) at The Hong Kong Polytechnic University (PolyU). The selected cohort of students admitted to the inaugural 2015/2016 MSc programme are holders of bachelor's, master's and doctoral degrees from diverse institutions of higher education in the USA, UK, France, the Netherlands, Malaysia, Mainland China, Hong Kong, Taiwan and Australia spanning four continents. Offered in Hong Kong by the SHTM, the MSc ...
Leadership & Service Excellence Series with Bryan K. Williams
Bryan & B.Williams Enterprise, LLC | September 14, 2015
** Week 1 of 6: Be Consistent ** For many people, excellent customer service can be summed up in one word: Consistency. Consistency means repeatable. You know something's going to happen or someone's going to do something. Whether it's in the morning or afternoon or evening. Or if it's a weekend or a weekday. Or even whether it's hot or cold outside. If someone visits your business 10 times, they should get 10 similar experiences. Of course, the experiences can be consistently bad, consistently good, or consistently exceptional. The focus of this module is about being exceptional. The main idea behind consistency is to develop strong ha...
Tripartite Master of Science in Global Hospitality Business Kick Started to Groom Industry Leaders
PolyU's School of Hotel and Tourism Management | September 8, 2015
September 8, 2015 - Twenty-eight eager and excited students were warmly welcomed to the inaugural Master of Science (MSc) in Global Hospitality Business programme at the Ecole hôtelière de Lausanne (EHL), Switzerland, on 7 September 2015. With an international, business-centred and highly demanding curriculum, the MSc in Global Hospitality Business provides an ambitious programme for future hospitality leaders. Designed by three world-class centres of educational excellence, the School of Hotel and Tourism Management (SHTM) at The Hong Kong Polytechnic University (PolyU), the Conrad N. Hilton College of Hotel and Restaurant Management...
Pacifica Hotels Chooses AHLEI for Online Training
the American Hotel & Lodging Educational Institute (AHLEI) | September 2, 2015
Orlando, Florida, September 2015—Pacifica Hotels, the largest owner and operator of independent hotels along the California Coast, has signed an agreement with the American Hotel & Lodging Educational Institute (AHLEI) to provide its employees access to a variety of online learning resources through CourseLine®, AHLEI's eLearning platform. Through CourseLine®, Pacifica Hotels team members are able to access a variety of training programs, including Guest Service Gold®, Supervisory Skill Builders, START for Individual Positions, Eye on Awareness®, and 20 CyberCinema® videos in English and Spanish. Many of the training programs...
AHLEI and Interstate Hotels Announce Launch of Online Training to Raise Human Trafficking Awareness
the American Hotel & Lodging Educational Institute (AHLEI) | August 31, 2015
Orlando, Florida, August 2015 - The American Hotel & Lodging Educational Institute (AHLEI) and Interstate Hotels & Resorts announce the recent launch of AHLEI's human trafficking awareness training into Interstate's mandatory training curriculum for front-line associates and managers at more than 300 hotels in the U.S. "The Role of Hospitality in Preventing and Reacting to Child Trafficking" is an online program developed in partnership with ECPAT-USA that provides hotel staff and managers with the information they need to identify and respond to crimes of human trafficking and commercial sexual exploitation of children (CSEC). ...
Cornell Study Analyzes Effects of EB-5 Financing on Hotel Development
The Center for Hospitality Research | August 31, 2015
Ithaca, NY, August 31, 2015 - A federal program that encourages foreign residents to invest in U.S. projects can create distortions in the hotel development cycle, according to a study published by the Center for Hospitality Research (CHR) at Cornell University. The program, known as EB-5, offers U.S. citizenship to foreign residents whose investments create jobs in the United States. Hotel developers have taken advantage of the EB-5 program's relatively inexpensive capital, as detailed in the study, "Creative Capital: Financing Hotels via EB-5," by Arian Mahmoodi and Jan A. deRoos. The report, which is published in association with the...
New Edition of AHLEI’s Hospitality Industry Financial Accounting Textbook Reflects Changes to USALI
the American Hotel & Lodging Educational Institute (AHLEI) | August 27, 2015
Orlando, Florida, August 2015— The American Hotel & Lodging Educational Institute (AHLEI) has published the fourth edition of Hospitality Industry Financial Accounting by Raymond S. Schmidgall, Ph.D., CPA, and James W. Damitio, Ph.D., CMA. This textbook presents basic financial accounting concepts and shows readers how they apply to the hospitality industry. Readers will learn about: the use of accounts, journals, and ledgers to record transactions, the formats and interpretation of financial statements, the effect of inventory valuation on costs and profit, the mechanics of accrual accounting, and more. The book has been revised ...
Uniform System of Accounts for the Lodging Industry: Gross vs. Net Revenue Reporting
Agnes L. DeFranco | August 27, 2015
Implementation of the11th Revised Edition of the Uniform System of Accounts for the Lodging Industry The 11th revised edition of the Uniform System of Accounts for the Lodging Industry (USALI) was published in the spring of 2014, with an implementation date of January 1, 2015. The responsibility for revising the USALI lies with the Financial Management Committee (FMC) of the American Hotel & Lodging Association (AHLA). Throughout the implementation process, the FMC has received several questions from the worldwide lodging industry. To answer these questions, the FMC has created a Frequently Asked Questions (FAQ) document on the USAL...
Cornell Roundtable Analyzes Benefits and Threats from Big Data for Hospitality Firms
The Cornell Institute for Hospitality Labor and Employment Relations | August 26, 2015
Ithaca, NY, August 26, 2015 - Hospitality firms have more information than ever about their employees. But the rush of "big data" has opened both new opportunities and great challenges for human resources departments, as discussed in the inaugural industry roundtable on big human resources data in the hospitality industry. Sponsored by the Cornell Institute for Hospitality Labor and Employment Relations (CIHLER), the roundtable brought together participants who represent the world's top hospitality firms. They were concerned with both the quality and comprehensiveness of the data, as well as how to apply those data. Key points in the di...
AHLEI Publishes Sixth Edition of Management of Food and Beverage Operations Textbook
the American Hotel & Lodging Educational Institute (AHLEI) | August 26, 2015
Orlando, Florida, August 2015—The American Hotel & Lodging Educational Institute (AHLEI) has published the sixth edition of Management of Food and Beverage Operations by Jack D. Ninemeier, Ph.D., CHA, CFBE, CHE. This textbook addresses successful management and operational tactics used in food and beverage operations, how food service operations improve quality standards while reducing expenses, and explores ways in which technology can be used to give guests greater value for their dining dollars and improve efficiency. This edition includes information on LEED certification, updates about the EPA Energy Star program and technolo...
AHLEI Adds Kitchen Cook Training and Certification to START Program
the American Hotel & Lodging Educational Institute (AHLEI) | August 17, 2015
Orlando, Florida, August 17, 2015-The American Hotel & Lodging Educational Institute (AHLEI) has added training and certification for Kitchen Cook to its START and quickSTART for Individual Positions, which provides flexible training and certification modules in multiple formats to meet the needs of schools, workforce agencies, and properties. START for Individual Positions and quickSTART for Individual Positions provide resources for training new or prospective employees in general hospitality knowledge, soft skills, and position-specific knowledge, combined with the opportunity to earn professional certification. In addition to th...
PolyU Study Finds Daily Smartphone Use Substantially Influences Travel Experience
August 10, 2015
August 10, 2015 - The everyday use of smartphones spills over to the tourist experience, according to Dr Dan Wang of the School of Hotel and Tourism Management (SHTM) at The Hong Kong Polytechnic University and co-authors in a recently published research article. The researchers argue that "understanding how the smartphone shapes the tourist experience cannot be separated from the way it is used in one's everyday life", to the extent that "everyday life and travel should not be viewed as completely separated entities, but rather special cases of each other". The impact of technology on travel evolves, they suggest, "as the traveler gain...
AHLEI Launches 3-D Virtual Hotel Simulation
the American Hotel & Lodging Educational Institute (AHLEI) | August 7, 2015
Orlando, Florida, August 2015—The American Hotel & Lodging Educational Institute (AHLEI) offers a new experience for learners with the SLATE Hotel, an interactive, 3-D, high-fidelity virtual environment that takes players through the many responsibilities of a hotel general manager. SLATE stands for Strategic Learning and Training Experience. Learners navigate the game from the point of view of the general manager, interacting with staff and guests and making strategic decisions in the areas of front office operations, sales and marketing, food and beverage, accounting, human resources, and risk management. During the game, player...
CHART Scholarship Recipient Creates a Recipe for His Life
the American Hotel & Lodging Educational Institute (AHLEI) | August 5, 2015
Orlando, Florida, August 2015—Josiah Sanders, a graduate of CBI Tech High School at Rockland BOCES in West Nyack, New York, is the recipient of a $2500 scholarship awarded by the Council of Hotel and Restaurant Trainers (CHART) and the American Hotel & Lodging Educational Foundation. The scholarship was presented by American Hotel & Lodging Educational Institute senior vice president of sales Brenda Moons, during the CHART summer conference in New Orleans, Louisiana. In his scholarship application, Sanders identified himself as a special needs student who is determined to "create a masterpiece despite the challenges of a learn...
Implementation of 11th Revised Edition of the Uniform System of Accounts for the Lodging Industry
July 30, 2015
The 11th revised edition of the Uniform System of Accounts for the Lodging Industry (USALI) was published in the spring of 2014, with an implementation date of January 1, 2015. The responsibility for revising the USALI lies with the Financial Management Committee (FMC) of the American Hotel & Lodging Association (AHLA). Throughout the implementation process, the FMC has received several questions from the worldwide lodging industry. To answer these questions, the FMC has created a Frequently Asked Questions (FAQ) document on the USALI resource portal page of the AH&LA Education Institute's website (www.ahlei.org/usali). In an ef...
