Quoting Higher Rates and Overcoming Objections Regarding Rate/Availability Restrictions
Doug Kennedy | February 6, 2024
Education
AHLEI Selected to Lead Hospitality Training Project in India
American Hotel & Lodging Educational Institute (AHLEI) | July 29, 2015
Orlando, Florida, July 2015—The American Hotel & Lodging Educational Institute (AHLEI) has signed a Memorandum of Understanding with the Tourism and Hospitality Skill Council (THSC) in India to train and certify hospitality trainers as part of a country-wide push for career skill development. Tourism and hospitality is one of 29 skill sectors identified by the government of India as a priority area for skill development. According to Dennie Matthews, chief managing officer for AHLEI India, AHLEI has been awarded the project to train and certify thousands of hospitality trainers over the next several years to fulfill the mandate of...
PolyU Study Finds Performance Gains Needed in Chinese State-Owned Hotels
July 14, 2015
14 July 2015 - Chinese state-owned hotels need to enhance their performance and market competitiveness, according to the Dr Kam Hung and Professor Hanqin Qiu of the School of Hotel and Tourism Management (SHTM) at The Hong Kong Polytechnic University, along with co-researchers, in a recently published research article. Having conducted in-depth interviews with managers and other employees of state-owned hotels in Hangzhou, they identify little distinction between the ownership and management of the hotels, the lack of a profit motive, the absence of staff incentives and the inability to match private sector competitors as causes of conc...
Les Clefs d’Or USA Selects Bryan K. Williams as the Educational Keynote Speaker
Bryan & B.Williams Enterprise, LLC | July 8, 2015
Bowie, MD (July 8, 2015) – Les Clefs d'Or USA has selected Bryan K. Williams to be the keynote speaker of the education session for its 2015 congress in New Orleans, Louisiana. The prestigious, annual event will be held at Le Meridien Hotel from July 13 – 17, 2015. Dr. Williams is a renowned international speaker and author, whose topics focus on service excellence and leadership effectiveness. The purpose of Les Clefs d'Or USA is to enhance the technical skills and professionalism of hotel concierges; foster the development of the hotel industry; and maintain the highest possible standards of service for hotel guests. "We're honore...
PolyU Releases Report on 2014 Tourist Satisfaction and Tourism Service Quality Indices
July 6, 2015
The School of Hotel and Tourism Management (SHTM) of The Hong Kong Polytechnic University (PolyU) released a report on the PolyU Tourist Satisfaction Index (PolyU TSI) and the Tourism Service Quality Index (PolyU TSQI), presenting both indices for Hong Kong in the year 2014. The 2014 PolyU TSI and PolyU TSQI stood at 74.50 and 74.51 respectively, both recording year-on-year drops. The PolyU TSI dropped 1.46 points from 75.96 in 2013, representing the largest decline in the six years since the index was launched in 2009. At the same time, the PolyU TSQI recorded a drop of 2.79 points from 77.30 in 2013. Survey data for both indices were ...
Cornell Offers Sustainability Measurement Tool
The Center for Hospitality Research | July 2, 2015
Ithaca, NY, July 2, 2015 - The hotel industry will be able to compare ranges of energy and water use, as well as carbon footprint, using a new tool from the Center for Hospitality Research (CHR). Developed by researchers Howard Chong and Eric Ricaurte, the "Hotel Sustainability Tool 2015" is available from the CHR at no charge. Chong is an assistant professor at the Cornell University School of Hotel Administration, and Ricaurte is the founder of Greenview and an adjunct instructor at New York University's Tisch Center. Chong and Ricaurte developed the benchmark ranges using aggregate input for 4,725 hotel properties from eleven interna...
Marriott International China Recognizes AHLEI’s Certification for High School Hospitality Grads
the American Hotel & Lodging Educational Institute (AHLEI) | July 1, 2015
Orlando, Florida, July 2015—The American Hotel & Lodging Educational Institute (AHLEI) and Marriott International have signed a Memorandum of Understanding (MOU) whereby Marriott International China will formally recognize AHLEI's Certified Hospitality and Tourism Management Professional (CHTMP) designation awarded to students who successfully complete the requirements of the Hospitality and Tourism Management Program (HTMP), AHLEI's high school hospitality curriculum. The signing ceremony was held at the JW Marriott Hotel, Shanghai Changfeng Park. Bill Lu, senior director of talent acquisition, Asia Pacific, signed on behalf of M...
PolyU Study Finds Hotel Employees’ Efforts Key to Successful Implementation of Green Practices
PolyU's School of Hotel and Tourism Management | June 17, 2015
17 June 2015 - Hotels in Hong Kong that are looking to implement environmentally friendly policies should consider the knowledge, awareness, attitudes and behaviour of their employees, according to the Drs Eric Chan, Alice Hon, Wilco Chan of the School of Hotel and Tourism Management (SHTM) at The Hong Kong Polytechnic University and a co-researcher. Attempting to implement new policies with employees who are unwilling to change their behaviour could increase staff turnover and reduce the success of the programme. Selecting the right employees and providing in-depth training on environmental issues are thus important strategies for ecol...
ISHC CapEx 2014 Study Offers Insight, Analysis of Hotel Capital Expenditures
the American Hotel & Lodging Educational Institute (AHLEI) | June 2, 2015
Orlando, Florida, June 2015—The International Society of Hospitality Consultants (ISHC), in conjunction with the Hotel Asset Managers Association (HAMA) has published ISHC CapEx 2014: A Study of Capital Expenditures in the Hotel Industry. The book is distributed by the American Hotel & Lodging Educational Institute (AHLEI), which receives proceeds from the sale of the book. Previous editions of this study were released in 1995, 2000, and 2007. More than 20 industry experts from the memberships of both organizations contributed to the book, led by the CapEx 2014 Committee, whose members include: Alan Benjamin, ISHC; Michael Doyle, ...
Hotel Front Desk Training Checklist Circa 2015 by Doug Kennedy
Doug Kennedy | May 26, 2015
May 26, 2015 If someone would have surveyed hotel managers 15 or 20 years ago about the future role of their front desk staff, my guess is that most would have predicted that their jobs would have become much less relevant by now due to all of anticipated technologies. Yet when we look at the position today, it is easy to see that ironically with all of the high-tech advancements, nothing has yet to replace the personalized service experiences delivered by today's front desk colleagues. Certainly it will be interesting to see how the latest push towards automated, self-check-in options now moving to smartphones will be received over the...
Cornell Roundtable Focuses on Potential Model Union Contract
The Cornell Institute for Hospitality Labor and Employment Relations | May 20, 2015
Ithaca, NY, May 20, 2015 - Work rules in union contracts were a key focus of the roundtable produced this year by the Cornell Institute for Hospitality Labor & Employment Relations (CIHLER). As explained by roundtable chair David Sherwyn, the 2015 Labor and Management Roundtable could be considered a historic entry in the roundtable series. He said: "For the first time in the 15 years that the School of Hotel Administration (SHA) has been hosting roundtables, this April 20, 2015, event included participants from both unions and management. This led to a cooperative and constructive discussion of how to improve labor contracts." A pr...
PolyU Study Finds Acculturation Determines Consumer Responses to Service Failures
PolyU's School of Hotel and Tourism Management | May 19, 2015
19 May 2015 - Chinese American consumers react differently to service failures depending on the extent to which they have integrated into American culture, suggest Dr Karin Weber and Professor Cathy Hsu of the School of Hotel and Tourism Management (SHTM) at The Hong Kong Polytechnic University and a co-author. In a recently published research paper, they report the results of a study that considered the reactions of Chinese Americans with different levels of acculturation to customer service failure. As measured by the need to maintain "face", the extent of customer satisfaction with the service experience and repeat purchase intention...
New Edition of AHLEI’s Hospitality Facilities Textbook Shows How to Keep Properties Running Smoothly
the American Hotel & Lodging Educational Institute (AHLEI) | May 11, 2015
Orlando, Florida, May 2015 - Designing and maintaining the systems that keep a hotel property running smoothly and efficiently is an important job, but one that may not even be noticed unless they stop functioning. The new, fourth edition of Hospitality Facilities Management and Design, was written by David M. Stipanuk, professor emeritus, Cornell University School of Hotel Administration, and published by the American Hotel & Lodging Educational Institute (AHLEI). It provides readers with a solid foundation in planning, operating, and maintaining the equipment and systems needed by every property. The book takes a systems approach ...
Arizona Lodging & Tourism Association Earns Certified Guest Service Partner Designation
the American Hotel & Lodging Educational Institute (AHLEI) | May 5, 2015
Orlando, Florida, May 2015 - The American Hotel & Lodging Educational Institute (AHLEI) has awarded the Arizona Lodging & Tourism Association (AzLTA) the designation of Certified Guest Service Partner. To earn the designation, the association's staff members completed AHLEI's Guest Service Gold® training and earned the Certified Guest Service Professional (CGSP®) designation. The training was conducted by Sue Garwood, CHA, CHT, senior hospitality management trainer at Best Western International, which has its headquarters in Arizona. The Arizona Lodging & Tourism Association (AzLTA) is a trade-based membership organization...
Anatol Rodgers High School Wins HTMP International Competition Hosted by AHLEI
the American Hotel & Lodging Educational Institute (AHLEI) | April 28, 2015
Orlando, Florida, April 2015 - High school hospitality students from Anatol Rodgers High School in the Bahamas took home the international title at the 12th annual American Hotel & Lodging Educational Institute (AHLEI) HTMP International Competition held April 23-25 at the Rosen Shingle Creek in Orlando. Teams of students competed for scholarship money and a trip to the International Hotel, Motel & Restaurant Show in New York City this November. Anatol Rodgers High School is the first international team to win the competition. The competition challenged student teams to display their hospitality knowledge and skills through a va...
Newport Hospitality Group Chooses AHLEI for Online Training
the American Hotel & Lodging Educational Institute (AHLEI) | April 23, 2015
Orlando, Florida, April 2015 - Newport Hospitality Group, which operates more than 30 properties in the eastern United States, has signed a two-year agreement with the American Hotel & Lodging Educational Institute (AHLEI) to provide its employees with access to a variety of online learning resources through CourseLine®, AHLEI's eLearning platform. Through CourseLine®, Newport associates will be able to access 30 AHLEI hospitality management courses, CyberCinema® online training videos, Supervisory Skill Builders modules, line-level position training, Controlling Alcohol Risks Effectively® (CARE) Online, and the Certified Hotel ...
Cornell Study Finds Travelers Want More Mobile Options
The Center for Hospitality Research | April 21, 2015
Ithaca, NY, April 21, 2015 - As the hospitality industry gradually ramps up its mobile platforms, a new study published by the Center for Hospitality Research (CHR) finds that travelers are ready to use their smartphones and tablets for far more than is currently possible. The study of 754 U.S. travelers, by Heather Linton and Robert Kwortnik, also found that privacy remains a concern-even though many travelers are willing to share personal information in exchange for special offers and services. The study, "The Mobile Revolution Is Here: Are You Ready?," is available at no charge from the CHR. "Our respondents are ready to use their mo...
University of Maryland Eastern Shore Provides Scholarships for 2015 HTMP Intl. Competition Winners
the American Hotel & Lodging Educational Institute (AHLEI) | April 21, 2015
Orlando, Florida, April 2015—The University of Maryland Eastern Shore has committed to offering scholarships to members of the first-place winning team of the 2015 HTMP International Competition hosted by the American Hotel & Lodging Educational Institute (AHLEI). The 12th annual competition will be held April 23-25 at the Rosen Shingle Creek in Orlando, Florida, and will bring together teams of enthusiastic, motivated high school hospitality students who will demonstrate their skills and knowledge as they compete for scholarships to leading hospitality programs. The department of Hospitality and Tourism Management at the Universi...
Royal Orchid Hotels Adopt quickSTART Training from AHLEI
American Hotel & Lodging Educational Institute | April 20, 2015
Orlando, Florida, April 2015: Royal Orchid Hotels Ltd is a rapidly growing hotel chain, which owns and manages 30 business and leisure hotels in 20 different locations in India and Africa. The group also operates the Presidency College of Hotel Management in India (Bangalore), which provides easy access to a ready pool of trained talent for keeping pace with the growing needs of the hospitality industry in India. Through the Presidency College of Hotel Management, the group has adopted the quickSTART line-level training and professional certification program from the American Hotel & Lodging Educational Institute (AHLEI). Royal Orch...
San Diego State University Provides Scholarships for 2015 HTMP International Competition Winners
American Hotel & Lodging Educational Institute (AHLEI) | April 17, 2015
Orlando, Florida, April 2015—San Diego State University has committed to offering scholarships to members of the top three winning teams of the 2015 HTMP International Competition hosted by the American Hotel & Lodging Educational Institute (AHLEI). The 12th annual competition will be held April 23-25 at the Rosen Shingle Creek in Orlando, Florida, and will bring together teams of enthusiastic, motivated high school hospitality students who will demonstrate their skills and knowledge as they compete for scholarships to leading hospitality programs. The L. Robert Payne School of Hospitality & Tourism Management at San Diego Sta...
PolyU Study Finds Highly Popular Drama Influences Perceptions of Korea
PolyU's School of Hotel and Tourism Management | April 17, 2015
April 17, 2015 - Viewers of the immensely popular television drama Daejanggeum (Jewel in the Palace) are keen to try Korean food and have a positive image of the country, according to Dr Samuel Seongseop Kim, Dean and Chair Professor Kaye Chon of the School of Hotel and Tourism Management (SHTM) at The Hong Kong Polytechnic University and a co-researcher. In a recently published study of customers at Korean restaurants in Hong Kong, Taiwan and Thailand, the researchers find that the drama's portrayal of Korea and its national cuisine provides a strong impetus for people to visit the destination. In today's media-dominated world, films a...
Cornell Roundtable Aims to Identify and Improve Next Generation of Loyalty Programs
The Center for Hospitality Research | April 16, 2015
Ithaca, NY, April 16, 2015 - Hospitality industry loyalty programs should involve far more than just points and price discounts. Instead, the goal should be to create genuine loyalty—which includes guests who promote and even defend a brand. With those ideas in mind, participants in the first Cornell Loyalty Management Roundtable focused on how to move hospitality loyalty programs off dead center, and to find ways to make customers truly loyal. The roundtable was sponsored by the Center for Hospitality Research (CHR) at the Cornell University School of Hotel Administration. The loyalty program ideas are summarized in a new report from...
AHLEI Honors 2015 Leaders in Hospitality Training and Education
the American Hotel & Lodging Educational Institute (AHLEI) | April 15, 2015
Washington, D.C., April 15, 2015—The American Hotel & Lodging Educational Institute (AHLEI) has announced this year's winners of its awards for leaders in hospitality training and education. The following people were honored at the American Hotel & Lodging Association (AH&LA) Legislative Action Summit in Washington, D.C., during the AH&LA Stars of the Industry Awards Brunch on Tuesday, April 14. Gerald Chase, president and chief operating officer of New Castle Hotels & Resorts, is the 2015 recipient of the Arthur Landstreet Award. Named after the Tennessee hotelier who founded the Educational Institute, the Arthur ...
AHLEI and Aspire Launch “The Art of Leadership: Foundations” Workshop
the American Hotel & Lodging Educational Institute (AHLEI) | April 13, 2015
Orlando, Florida, April 13, 2015 - The American Hotel & Lodging Educational Institute (AHLEI) has partnered with Aspire. People. Performance. Profits. (Aspire) to launch a new workshop that delivers tools for industry leaders to enhance their leadership effectiveness through alignment, focus, and understanding of Aspire's proven processes for learning and development. The Art of Leadership: Foundations workshop is a unique, interactive experience for executives, managers, and emerging leaders. The Art of Leadership: Foundations explores Aspire's 6 Pillars of Alignment, which are core leadership behaviors that support and sustain hig...
Seda Hotels Choose AHLEI for Security Training
the American Hotel & Lodging Educational Institute (AHLEI) | April 8, 2015
Orlando, Florida, April 2015—Seda Hotels in the Philippines is using resources from the American Hotel & Lodging Educational Institute (AHLEI) to provide its security personnel with hospitality-focused security training and professional certification. AHLEI's partner, Asia World Hospitality, recently conducted a Certified Lodging Security Officer (CLSO) workshop and exam session for 14 of Seda Hotels' security staff members. "The AHLEI courses will definitely strengthen Seda's reputation as a safe and secure establishment and reinforce its emphasis on providing the best protection for its clients," said Andrea Mastellone, Seda gro...
