ii

American Hotel & Lodging Association

Serving the hospitality industry for more than a century, AH&LA is the sole national association representing all sectors and stakeholders in the lodging industry, including individual hotel property members, hotel companies, student and faculty members, and industry suppliers. Headquartered in Washington, D.C., AH&LA provides members with national advocacy on Capitol Hill, public relations and image management, education, research and information, and other value-added services to provide bottom line savings and ensure a positive business climate for the lodging industry.

Sirviendo a la industria de la hospitalidad por más de un siglo, el American Hotel & Lodging Association (AH&LA) es la única asociación en los Estados Unidos a nivel nacional que representa a todos los sectores y partes interesadas en la industria hotelera, incluyendo los miembros individuales de la propiedad del hotel, las empresas hoteleras, estudiantes, profesores, y proveedores de la industria. Con sede en Washington, DC, AH&LA ofrece a sus miembros con la defensa nacional en el Capitolio, relaciones públicas y gestión de imágenes, la educación, investigación e información, y otros servicios de valor añadido para proporcionar obtención de ganancias y garantizar un clima de negocios positivo para la industria hotelera.

Educational Institute

Established in 1953, as a nonprofit educational foundation of the American Hotel & Lodging Association, the American Hotel & Lodging Educational Institute (EI) is one of the finest nonprofit organizations committed to hospitality training and education, supported by quality standards of practice through leadership, professional certification, education, and advocacy.

Direct industry input goes into the development of every one of our products, ensuring that the knowledge you gain is up-to-date, practical, and accurate. Leading hotel brands and thousands of properties around the world use our products and courses for their corporate training.

More than 1,500 universities, colleges, vocational technical schools, and governmental agencies worldwide use the Educational Institute courses and textbooks in their classrooms. The Educational Institute offices are located in Florida, Michigan, and India.

Establecida en 1953, como una fundación sin fines de lucro de educación de la American Hotel & Lodging Association, el American Hotel & Lodging Educational Institute (EI) es una de las mejores organizaciones sin fines de lucro comprometida con la formación de hoteles y la educación, apoyado por estándares de calidad de la práctica a través del liderazgo, la certificación profesional, educación y defensa.

Entrada directa en la industria va en el desarrollo de cada uno de nuestros productos, asegurando que el aumento de los que el conocimiento esté al día, práctico y preciso. Las principales marcas de hoteles y miles de propiedades en todo el mundo utilizan nuestros productos y cursos para la formación corporativa.

Más de 1,500 universidades, colegios, escuelas de formación profesional técnica, y las agencias gubernamentales mundialmente utilizan nuestros cursos y los libros de texto en sus clases. Las oficinas del Instituto se encuentran en Florida, Michigan, y la India.

1

PRODUCT SHOWCASEPRODUCT LISTING

Professional Certification

Certified Guest Service Professional

Certified Guest Service Property

Certified Hotel Administrator

Certified Lodging Security Director

Certified Lodging Security Officer

Online Learning

Eye on Awareness®: Hotel Security Training

Front Office Manager

General Manager (GM) 101

Revenue Management

Supervisory Skill Builders

Videos

Bed Bugs: Facts and Prevention

Enabling Independence: Service for Guests with Disabilities

Front Desk First Impressions

Hazard Communications

Hospitality Fire Prevention

Methamphetamines: Too Dangerous to Ignore

Preventing Work Related Burns in Restaurants

Restaurant: Hazard Communications

Sexual Harassment: What Employees Need to Know

Sexual Harassment: What Managers Need to Know

Books

ADA Guide for Lodging Owners & Operators

The Art and Science of the Hotel Concierge

Contemporary Club Management

Distribution Channel Analysis: A Guide for Hotels

Greening Food and Beverage Services

Hotel and Restaurant Accounting

Hotel Investments: Issues & Perspectives

Hotel Sustainable Development: Principles & Best Practices

Managing Front Office Operations

Managing Hospitality Human Resources

Managing Service in Food and Beverage Operations

Managing Technology in the Hospitality Industry

Revenue Management: Maximizing Revenue in Hospitality Operations

Security and Loss Prevention Management

Supervision in the Hospitality Industry

Programs

Controlling Alcohol Risks Effectively (CARE®)

Guest Service Gold®

Hospitality and Tourism Management Program (HTMP)

Lodging Security Officer Program

Skills, Tasks, and Results Training (START)

www.ahlei.org/guestservicegold +1-407.999.8100

3

PRODUCT SHOWCASECertified Guest Service Professional (CGSP)Each employee who completes the Guest Service Gold® Training Program is eligible to become a Certified Guest Service Professional (CGSP).

• Complete and return a CGSP application to the Educational Institute, along with fee.

• Successfully pass the 30-question certification exam with a score of 80% or higher.

• CGSP exam is available in English and Spanish, in print or online format.

©2011 06500PGF01ENGE – English/Certification06500PGF01SPGE – Spanish/Certification

Certified Guest Service Property or Certified Guest Service PartnerTake the first step to improving your property’s guest service ratings and become a Certified Guest Service Property. This property certification is essential to promote your property’s commitment to guest service and guest satisfaction.

Once all front-line employees who have guest contact pass the Certified Guest Service Professional exam, your property can apply to be recognized as a Certified Guest Service Property or Certified Guest Service Partner.

Successful properties and/or organizations will receive a CGSP certification plaque to display prominently for guest to recognize their commitment to providing exceptional guest service.

The Certified Guest Service Property or Certified Guest Service Partner designation is valid for one (1) year from the property issue date. Visit www.ahlei.org/guestservicegold for recertification qualifications.

Academic InstitutionGuest Service Gold® is available to schools with additional materials to assist instructors with presenting the program in an academic setting. Schools may choose to use the program with or without the Certified Guest Service Professional (CGSP) exam.

Guest Service Gold® Training Program Five-star service begins with your employees, and service is more important than ever in a tough, tight, and competitive market. Excellent guest service is not an expense, but an investment. Look beyond the standard guest service training and get recognized for implementing and achieving guest service best practices with Guest Service Gold®.

Guest Service Gold® is a comprehensive program designed to accomplish the goal of creating guest service-oriented front line employees who know how to engage with their guests to provide memorable guest service. Core components include training, employee certification and property certification and can be implemented by any service oriented business, such as restaurants, transportation companies, attractions, and retail outlets, not just lodging properties. It can also be used in academic settings to provide students with a solid foundation in guest service skills.

Completion of Guest Service Gold® can lead to the Certified Guest Service Professional (CGSP) designation. Once all employees pass the CGSP, the property or organization can apply for the Certified Guest Service Property/Partner designation.

• Guest Service Gold® features a video with seven brief stories designed to motivate and inspire hotel employees to ‘go for the gold’ and provide service above and beyond the call of duty.

• Program includes: 22 minute video (DVD), pre-shift lesson plans, one Trainer’s Guide, five Participant Workbooks

Additional workbooks sold separately Available in English and Spanish (print and online).

©2011 06500DVP01ENGE – English/Program 06500WKB01ENGE – English/Participant Workbooks 06500BVP01SPGE – Spanish/Program 06500WKB01SPGE – Spanish/Participant Workbooks 06500WEB01ENGE – English/Online Program06500WEB01SPGE – Spanish/Online Program

The Guest Service Gold® Program does not include the Certified Guest Service Professional (CGSP) certification designation. CGSP is priced separately.

4

Certified Hotel Administrator (CHA)Online Review ©2011, 6.5 hours, Online CourseThe Certified Hotel Administrator (CHA) Online Review is a self-paced, online preparation course that is perfect for busy hospitality professionals seeking the Certified Hotel Administrator (CHA) certification. It offers the same instruction as attending a CHA review session in person without having to travel.

The CHA Online Review covers six (6) modular presentations that correlate to each section of the CHA study materials:

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

Also covered are exam questions similar in format and content to those on the actual CHA exam.

It takes approximately 6.5 hours to complete the CHA Online Review. That’s 2.5 hours of additional instruction compared to attending a live session. The expanded instruction targets financial management and human resources. These are two of the most challenging topics according to historical testing patterns.

The CHA Online Review is available to individuals that meet the necessary prerequisites to become a CHA and have submitted a CHA application to EI and have been accepted as a candidate for the designation. 07001DVD01ENGE – English

Certified Hotel Administrator (CHA) (For Hospitality Executives)The Certified Hotel Administrator (CHA) is the most prestigious certification available to a hotel general manager and hospitality executive. Those who hold the CHA are part of an elite group of hospitality professionals who by combining education and experience with dedication to the industry have achieved a high level of expertise.

Globally recognized, the CHA is a highly respected professional credential that validates your advanced knowledge in the hospitality industry. It is an honor awarded to lodging professionals whose leadership and managerial abilities are exemplary.

For information and prerequisites, visit www.ahlei.org/cha, or call +1-407-999-8100 or +1-888-575-8726.

Earning the CHA designation in 1989 has opened many doors in my extensive hospitality career. I recommend it to GM’s who want to validate their background and experience with a world-renowned certification.

Paul H. Ingebretsen, CHAGeneral Manager

The Westin Lima Hotel & Convention CenterLima, Peru

5

PRODUCT SHOWCASESECURITY/RISk MANAGEMENT

Certified Lodging Security Director (CLSD)The CLSD is the ideal certification for a professional who is a security director at property level or as a corporate executive employed by a firm responsible for the operation of three or more properties, who serves as a regional or corporate director of security, or has ultimate corporate responsibility for security and/or risk management issues.

Prerequisites: Candidate who is in a qualifying position mayapply for certification in one of three ways (see applicationfor additional details):

PLAN A – Education EmphasisMinimum two-year degree from an accredited institution and one year of full-time experience in the qualifying position.

PLAN B – Experience EmphasisTwo years of full-time experience in the qualifying position.

PLAN C – Early EntryCurrent full-time employment in the qualifying position and meet the experience requirement in order to earn the Professional Certification designation.08008PGF01ENGE – English/Certification

The Educational Institute has been working with the AH&LA Loss Prevention Committee, the U.S. Department of Homeland Security (DHS), and other agencies to update our current security certifications and to develop new programs designed to provide hospitality security personnel and other employees with information on terrorism awareness and anti-terrorism preparedness.

Lodging Security Officer Program ©2011, ProgramThe Lodging SecurityOfficer (LSO) programprovides general techniques and tips as well as hospitality specific information thatsecurity officers andother employees need to provide effective security at a lodging property.

The LSO program was developed with the helpof hospitality industrysecurity experts.

The LSO program utilizes print materials and various videosegments to illustrate the duties and responsibilities of alodging security officer. The program consists of:• four modular textbooks• a DVD• a workbook with activities and quizzes

New or updated topics include:• Suspicious activity reporting• Updated ADA regulations• Drug related issues• Foodborne illnesses• Death of a guest• Active shooter• Signs of terrorism• Additional information on bombs• Hostage Situations• Shelter-in-place05620ISE03ENGE – English09620WKB03ENGE – English/ additional workbooks

Certified Lodging Security Officer (CLSO)The Lodging Security Officer program is a beneficial tool in preparation for the Certified Lodging Security Officer (CLSO) designation. The CLSO designation is priced separately.

See Something• Suspiciousappearanceandbodylanguage

• Suspiciousinterestinthehotel• Suspiciousitems• Signsofterrorism• Indicatorsofpotentialviolence

Say Something• Urgencyofsuspiciousactivity• Whotocall• Whattoreport• Don’tsofreporting

Do Something• Evacuationandshelter-in-place• Activeshooter• Bombthreats• Suspiciousmailandpackages• Localareaemergencies

07080WEB01ENGE-English07080WEB01SPGE-Spanish

2011,45min,OnlineCourseYourpersonnelarethefirstlineofresponseandshouldbepartofyourproperty’ssecuritymeasures—theyknowtheproperty.It’simportanttorecognizethatsecurityisn’tjustthesecuritystaffs’responsibility;it’sapartofeveryhotelemployee’sday-to-dayresponsibilities.

TheAmericanHotel&LodgingEducationalInstitute,incollaborationwithCardinalPointStrategies,hasdevelopedaninteractive,onlinesafetytrainingandanti-terrorismprogram,Eye on Awareness®: Hotel Security Training.

Eye on Awareness®,whichcomplementstheDepartmentofHomelandSecurity’s(DHS)“If You See Something, Say Something™”terrorismawarenesscampaign,isdesignedtoassisthotelsinprovidingfocusedsecurityknowledgeandskillstopromotegreaterunderstandingofsecurityandterrorismawarenessatalllevelsofoperations,whileimprovingcapabilitiesandenablingconfidentfirstresponseexecutionandreporting.

Suspicious person behavior

Reporting

®

Securing sensitive areas

Unauthorized personnel

Think of training in a different way–from the perspective of a terrorist. Terrorists train too...they run training camps---to develop their skills; they produce manuals and guides; they hold webinars for their affiliated members. If they are putting so much effort into their training, can we afford to be doing any less? That’s the security training challenge we face.

Mark SannaVice President of Corporate

SecurityHyatt Hotels

www.ahlei.org/eyeonawareness

7

PRODUCT SHOWCASEused to determine a hotel’s potential revenue performance. It also discusses how to form a cooperative revenue management team to implement sound pricing strategies and tactics. Course includes: • Orientation Module• Revenue Management Module• Case Study• Knowledge Checks • 10-question quiz 00374WEB01ENGE – English

ONLINE LEARNINGFront Office Manager©2011, 10 hours, Online programFront Office Manager is a 10-module, interactive online program that provides an overview of the organization and management of the front office. Users will love the self-paced, discovery-driven approach that puts them in control as they explore each area of the hotel and click on highlighted objects to learn about each facet of front office operations.

The program highlights customer interactions with the front office during the four stages of the guest cycle: pre-arrival, arrival, occupancy, and departure.08032WEB01ENGE – English

GM101 (General Manager) ©2011, 6 hours, Online ProgramGM101 (General Manager) is an interactive, online program that provides an overview of the knowledge and skills that help new or experienced general managers and/or new property owners/operators to successfully manage a hotel property.

Major areas of hotel operations are covered in this program, including:• Property Operations • Financial Management • Guest Experience • People Management and

Leadership • Marketing and Sales

Management • Food and Beverage Operations

GM101 includes case studies, practice sessions, pre-diagnostic assessment, and post-diagnostic assessment to measure development of skills and knowledge of hotel operations.08033WEB01ENGE – English

Revenue Management 2012, 2 hours, Online CourseThe Revenue Management online course uses an exploratory learning approach to explain the skills and role of revenue managers, benefits of revenue management practices and systems in lodging operations, reports that assist with fair market share forecasting, occupancy and rate optimization tactics, group management considerations, evaluating other revenue sources, and common mathematical computations

Supervisory Skill Builders ©2007, 18 hours, Online CourseThe Supervisory Skill Builders online course provides an entertaining approach to building supervisory skills through a series of nine modules. These modules are loaded with need to know information on how supervisors should carry out their responsibilities to management as well as employees. Ideal as a self-trainer, the series helps supervisors: meet management’s objectives for productivity and quality guest service; solve everyday workplace challenges; gain respect, trust, and support from the people who work for them.

The nine online modules are: • You as a Supervisor • Conducting Orientation and Training • Leadership • Handing Problems and Conflict • Motivation and Team building • Staffing and Scheduling • Improving Employee Performance • Effective Communication • Time Management09510WEB03ENGE – English

Certified Hospitality Supervisor (CHS)The Supervisory Skill Builders Online Course can be used to prepare for the Certified Hospitality Supervisor (CHS) professional certification designation. 08009PGF01ENGE – English/Online Course

For information and prerequisites, visit www.ahlei.org/chs, or call +1-407-999-8100 or +1-888-575-8726.

8

Enabling Independence: Service for Guests with Disabilities(Bilingual: English/Spanish)©2011, ProgramThis video program shares practical guidelines for recognizing a disability, effectively communicating with persons with disabilities, offering appropriate accommodations that meet their needs, and respectfully assisting them during their stay as well as during emergency situations. Topics include:• Define and describe various disabilities• Basic and expanded ADA requirements• Effective communication and courtesy

tips• Power-driven mobility devices• Service animals• Emergency situations

This video training program can help you fulfill the new ADA Title III non-discrimination requirements, so you can confidently and respectfully deliver great service to guests with disabilities.

Video program is 33-minutes long and includes:• Bilingual DVD (English and Spanish)• Leader’s Guide (English only)• One Bilingual Video Companion Learner’s GuideAdditional Learner’s Guides can be purchased separately.05597DVP01BIGE – Bilingual: English/Spanish05597WEB01BIGE – Additional Learner’s guide

Front Desk First Impressions©2010, 43 minutes, video/ DVDThis video is designed to showcase the ideal types of front desk service, behavior and attitudes that make a great first impression, and improve the property’s reputation, guest satisfaction, return bookings and bottom line. PDF materials included with this video provide additional ideas, information and points for discussion to enhance the training; includes:• Leader’s Guide• Learner’s Guide• Pre-shift lesson plans• Accomplishment checklist05226DVD01ENGE – English/DVD

VIDEOSBed Bugs: Facts & Prevention©2009, 12-minutos, video/DVDRaising employee awareness on the issues surrounding bed bug infestations has become a critical element in hotel property operations. Bed bugs can crawl out of a traveler’s suitcase and establish themselves in hotel rooms. Theprocess of eliminating bed bugs from hotel rooms can be quite expensive and lead to litigation, large settlements and loss of business. Can your property afford it? This video trains your employees to spot bed bugs in the early stagesand respond before a major infestation occurs.07010DVD01SPSS – Spanish07010DVD01ENSS – English 07010DVD01BISS – Bilingual

Telly Award

In this photo: Jaime Mesia, EI Managing Director, at Las Americas Hoteles, Cartagena de India, Colombia.

9

PRODUCT SHOWCASEHazard Communications ©2009, 10 minutes, VideoChemicals can be found in nearly every area of your property. OSHA mandates that all employees be trained in the safe use, storage and handling of these materials. This video details material safety data sheets, container labeling and basic chemical safety.07020DVD01ENSS – English07020DVD01SPSS – Spanish

Hospitality Fire Prevention©2007, 12 minutes, VideoFew things can be more terrifying and catastrophic than a fire in a hotel. That is why training and education are so important. This video looks at ways fires can be prevented and covers the basics of fire prevention, conditions that contribute to fires and steps employees can take to minimize the risk of a potential fire. Effective fire prevention demands the participation and cooperation of everyone on the staff and this video is a great way to start.07040DVD01ENSS – English07040DVD01SPSS – Spanish

Methamphetamines: Too Dangerous to Ignore©2009, 17 minutes, VideoThis program was developed to educate your associates about the dangers of meth and the devastating effects it has on lives, jobs and property. Topics include: how to spot potential problems, security tips to prevent risk, and what to do if a lab is discovered.07035DVD01ENSS – English07035DVD01SPSS – Spanish

Preventing Slips & Falls©2009, 10 minutesSlips and falls can happen to almost anyone on your property: guests, bell staff, front desk staff, housekeeping, maintenance, management and others. These unfortunate events can also happen almost anywhere on your property: parking lots, the lobby, stairs, the kitchen, bathrooms and conference facilities. This video takes a look at several different scenarios and examines what circumstances or conditions contributed to each incident, employee behavior that contributed to each incident and what steps can be taken to prevent future similar occurrences.07025DVD01ENSS - English07025DVD01SPSS - Spanish

Preventing Work Related Burns in Restaurants©2011, 10 minutes, VideoThe food service industry experiences the highest number of burns of any employment sector, about 12,000 each year. The industry employs approximately 6.5 million workers in the United States each year; it also comprises one of the largest groups of workers injured on the job in the United States. These injuries and illnesses are costly and damaging, both for the employee and for the individual restaurant owner. Job injuries and illnesses contribute to absenteeism, light duty assignments or other work restrictions, high turnover, and higher workers’ compensation costs.07030DVD01ENSS – English07030DVD01SPSS – Spanish

Restaurant: Hazard Communications©2011, 10 minutes, VideoChemicals can be found in nearly every area of your restaurant. OSHA mandates that all employees be trained in the safe use, storage and handling of these materials. This video details material safety data sheets, container labeling and basic chemical safety.07045DVD01ENSS – English 07045DVD01SPSS – Spanish

Sexual Harassment: What Employees Need to know©2005, 16-minutos, video/DVDSexual harassment can undermine the productivity, success and morale of any organization. Failure to recognize or respond to such incidents can result in emotional conflicts and damage among co-workers, and costly lawsuits for the property. This video is designed to build awareness for employees of the threat sexual harassment poses to the work environment, and to help prevent future incidents.07001DVD01SPSS – Spanish07001DVD01ENGE – English

Sexual Harassment: What Managers Need to know ©2005, 18 minutes, video/ DVDThis video explains how to handle and respond to complaints and how to recognize potential sexual harassment in the workplace. Information is provided on how to conduct a proper investigation of a sexual harassment complaint. Human resource managers or other personnel involved in the investigation of a sexual harassment complaint will find this to be a helpful guide.07015DVD01ENSS – English

10

Distribution Channel Analysis: A Guide for Hotels Authors: Cindy Estis Green and Mark V. Lomanno©2012, SoftboundThe American Hotel & Lodging Association (AH&LA) and STR Special Report “Distribution Channel Analysis: a Guide for Hotels,” published by the Hospitality Sales & Marketing Association International (HSMAI) Foundation, discusses the effects of channel mix on profitability and what the industry can expect in the near term in the distribution landscape. It reviews the size and structure of the hotel industry at a high level, with respect to hotel performance and its use of distribution channels. It also drills down to issues of distribution costs and benefits, price elasticity, and the evolving roles of marketing, revenue management and distribution strategy in a dynamic and volatile online environment. The full report is the most comprehensive analysis made to date of the hotel industry’s use of distribution channels in order to develop tools and metrics to assist hotels in determining their optimal channel mix. It is based on interviews with hundreds of industry executives along with data sources including distribution costs, price elasticity analyses, media spending for hotel advertising, consumer clickstream data and channel mix from more than 25,000 hotels and 100 brands representing more than three million hotel rooms. 88138NEI01ENGE – English

Revised! Contemporary Club ManagementThird EditionEditors: Joe Perdue, CCM, CHE, and Jason Koenigsfeld,Ph.D., CHE for the Club Managers Association of America©2013, 17 chapters, SoftboundThis textbook introduces students to the complex world of private club management. The third edition features two new chapters. “Effective Communication for Club Managers” covers common communications challenges; speaking, writing, and listening; important workplace communication issues, and technology and communication. “Club Facility Management” provides an overview of facility management responsibilities at a private club, sustainability, building projects, and quality assessments.00313TXT03ENGE – English

NEW AND REVISED TEXTBOOkS ADA Guide for Lodging Owners & OperatorsWritten by: Minh N. Vu, Esq.Contributors: Karen Stephenson, Esq., Kristina Launey, Esq., Laura Robinson, Esq., Seyfarth Shaw LLP©2012, SoftboundLodging owners and operators are well-versed in hospitality. Compliance with the Americans with Disabilities Act (ADA) should be viewed as a part of this philosophy. The ADA’s non-discrimination requirements are designed to ensure that individuals with disabilities feel welcome and are able to enjoy all of the goods, services, facilities, and amenities that a place of lodging has to offer. The law requires places of lodging to do more than simply refrain from treating individuals with disabilities differently because of their disabilities. The ADA imposes affirmative obligations that in many cases require lodging facilities to commit additional resources to ensure equal access.

Long awaited changes to the Accessibility Guidelines of the Americans with Disabilities Act were recently issued mandating numerous changes on lodging requirements under the ADA. Most of the changes apply to the lodging industry effective 2012.88150NEI01ENGE – English

The Art and Science of the Hotel Concierge Author: Holly Stiel, with Lin Ivice©2011, 18 chapters, SoftboundThis textbook, by concierge trainer, speaker, and consultant Holly Stiel, details every aspect of the profession of hotel concierge, focusing on the service issues and opportunities that have shaped the concierge profession. The book includes illustrative true stories, immediately implementable tips, and occupational hazards, collected from concierges and service experts from all over the world. Topics include: thinking like a concierge, building and nurturing relationships, the effects of technology on the concierge’s role, and the evolution of the concierge phenomenon.

This book is an excellent supplemental resource for a lodging operations or front office course. 00619TXT01ENGE – English

11

PRODUCT SHOWCASEGreening Food and Beverage Services: A Green Seal Guide to Transforming the IndustryAuthor: Cheryl Baldwin, Ph.D.©2012, 7 chapters, Softbound Sustainability and green are more than just buzzwords—they are vital new keys to the profits of food service businesses and their relationships with customers. This textbook shows how food service affects air quality, oceans, fresh waters, and land use, and how food professionals can implement methods to make positive changes. Learn the benefits of sustainability for the earth and it people, as well as for business profitability and marketability. The focus on profitability and cost savings makes this concise textbook a must for any culinary program and an ideal companion to any planning and control or foods course.Textbook only. No final exam available.00679TXT01ENGE – English

Hotel and Restaurant AccountingSeventh Edition Author: Raymond Cote, CPA, CCP ©2012, 17 chapters, SoftboundThis introductory accounting textbook accentuates the interrelationship between business principles and accounting. Information presented is based on the most recent uniform systems of accounting for hotels and restaurants. It uses computerized general ledger accounting as the basis for processing financial data. The text also contains several introductory managerial accounting chapters.

The seventh edition includes new information on the role of accounting in successful business decision making, fair value accounting, feasibility studies, and buying a franchise. Two new chapters cover depreciation and amortization and business math for hospitality managers.00261TXT07ENGE – English00261WKB07ENGE – English/workbooks

Hotel Investments: Issues & Perspectives, Fifth Edition Editors: Lori E. Raleigh, ISHC, and Rachel J. Roginsky, ISHC ©2012, 20 chapters, SoftboundThis book presents a one-of-a-kind collaboration of hospitality industry leaders who share their hotel investment experience and expertise with readers. Chapters cover a myriad of timely hotel investment topics including key industry trends, establishing an investment program, managing the investment, e-commerce, revenue management, best practices in food and beverage profitability, key legal issues, and sustainability.

This is an excellent resource for hotel investors and lenders, as well as asset, property, and general managers of hotels. Chapter contributors include: Randell Smith, Paul Beals, Rich Warnick, Peter Yesawich, A.J. Singh, Chad Crandell, Sean Hennessey, Bob Gilbert, David Heath, Jon Inge and more00668TXT05ENGE – English

Hotel Sustainable Development: Principles & Best PracticesAuthors: A.J. Singh, Michigan State Universty, and Hervé Houdré, InterContinental New York Barclay©2012, 21 chapters, SoftboundThis book of readings by leading sustainable development experts covers a variety of topics from regulatory, policy, development, and architectural issues to financial, operational, and emerging trend perspectives. Readers will learn how to apply the triple bottom-line concept of sustainable development—People, Planet, and Profit—at the corporate and operating level. Best practice examples include discussion of sustainability standards, certifications, measurement, and communication of results.00678TXT01ENGE – English

12

Managing Service in Food and Beverage OperationsFourth EditionAuthors: Ronald F. Cichy, Ph.D., CHA Emeritus, CFBE, CHEand Philip J. Hickey Jr.©2012, 14 chapters, SoftboundThis textbook shows how food service professionals create and deliver guest-driven service, enhance value, build guest loyalty, and promote repeat business.

The fourth edition is a comprehensive revision featuring the latest service trends contributing to the guest experience; new leadership information; sustainability/green issues for suppliers, equipment, and facilities; menu trends; and revise labor and cost control.

This textbook has an optional online component that provides additional interactive learning material to reinforce textbook content. 00349TXT04ENGE – English00349TXT04ENGEOC – English/Book with online component00349TLN04ENGE – English/ eText with online component

Managing Technology in the Hospitality IndustrySixth EditionAuthor: Michael L. Kasavana, Ph.D.©2011, 12 chapters, SoftboundThe sixth edition of this textbook features 10 new sections with the latest information on benchmarking hospitality technology, social networking, Internet marketing, self-service technologies, Voice over Internet Protocol (VoIP), open and closed payment systems, Payment Card Industry (PCI) compliance, menu item pricing, inventory replenishment, and data mining.

This textbook has an optional online component that provides additional interactive learning material to reinforce textbook content. 00468TXT06ENGE – English/Book00468TXT06ENGENC – English/Book (no online component)00468TLN06ENGE – English/eText with online component00468TXT06RUGE – Russian

Revised! Managing Front Office OperationsNinth EditionAvailable Late Fall 2012Author: Michael L. Kasavana, Ph.D.©2013, 14 chapters, SoftboundThis textbook provides students with a comprehensive overview of a hotel’s front office and the role it plays in create memorable guest experiences. This edition features new information on several technologydriven topics, including social media channels, QR codes, tablet PC applications, mobile payments, and cloud computing concepts. Other new topicsinclude meeting and event planning, digital signage, location-based services, reservation channel management, and PCI compliance concepts.

This textbook has an optional online component that provides additional interactive learning material to reinforce textbook content. 00333TXT09ENGE – English00333TXT09ENGEOC – English/Book with online component00333TLN09ENGE – English/eText with online component

Managing Hospitality Human ResourcesFifth EditionAuthors: Robert H. Woods, Ph.D., CHRE, Misty M. Johanson, Ph.D., and Michael P. Sciarini, Ph.D.©2012, 14 chapters, SoftboundThis textbook shows how to manage the important human resources who provide services within a hospitality operation. 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. This edition has been extensively revised to reflect changing economic conditions and industry trends.

This textbook has an optional online component that provides additional interactive learning material to reinforce textbook content. 00357TXT05ENGE – English00357TXT05ENGEOC – English/Book with online component00357TLN05ENGE – English/eText with online component

13

PRODUCT SHOWCASERevised! Supervision in the Hospitality IndustryFifth EditionAuthors: Jack D. Ninemeier, Ph.D., CHA, CFBE, and RaphaelKavanaugh, Ed.D., CHA©2013, 14 chapters, Softbound This textbook introduces students to the supervisory skills they’ll need to succeed in a hospitality career. They will identify key supervisory skills and learn how to implement them. The fifth edition features revised procedures for managing conflict; expanded information on motivation, including a discussion of on-boarding; new information on the role of technology and social media on recruiting and reference checks; new information on the costs and benefits of training; and a discussion of the use of technology for employee scheduling.

This textbook has an optional online component that provides additional interactive learning material to reinforce textbook content. 00250TXT05ENGE – English00250TXT05ENGEOC – English/Book with online component00250TLN05ENGE – English/eText with online component

Revenue Management: Maximizing Revenue in Hospitality Operations Author: Gabor Forgacs ©2010, 5 chapters, SoftboundA solid understanding of revenue management’s key concepts and the selective application of its most effective strategies and tactics have become mission critical for most hospitality operations. This book explores the applicability of revenue maximization strategies and their operational aspects. It provides readers with a concise overview of this important discipline and will benefit hospitality professionals in general management, sales and marketing, and front office positions. 00374TXT01ENGE – English

Revised! Security and Loss Prevention Management Third Edition Available 2013Authors: David M. Stipanuk and Raymond C. Ellis Jr., CHE ©2013, 10 chapters, Softbound This textbook has been substantially updated to reflect safety and security issues of current concern within the hospitality industry, presenting best practices and guidance related to risk management in the hospitality workplace. The third edition includes: • Information from research about guest and meeting • planner rankings of security and safety practices • Expanded discussion of hotel safety issues including • indoor air quality, foodborne illness, infectious • diseases and bed bugs • A new chapter focusing on employee safety • Expanded discussion of emergency management with • additional material on natural disasters and terrorism

This textbook has an optional online component that provides additional interactive learning material to reinforce textbook content. 00387TXT03ENGE – English00387TXT03ENGEOC – English/Book with online component 00387TLN03ENGE – English/eText with online component

13

14

PRODUCT SHOWCASE

The Hospitality and Tourism Management Program helps and encourages high school juniors and seniors to take their first real steps toward promising careers. The Educational Institute’s latest high school curriculum (©2012) introduces the hospitality and tourism industry on a global scale with a large focus on diversity. The program is delivered with graphic-rich textbooks and workbooks, and utilizes the best of modern day technology with a selection of online coursework.

Most importantly, this curriculum is industry driven as evidenced by the fact that we invited more than 60 industry leaders to serve as subject matter experts, ensuring that today’s program matches the needs of hospitality employers across the world. And with the stamp of the American Hotel & Lodging Educational Institute, you can guarantee that this program comes packed with industry insight and professional development activities to take students straight from the classroom and into the workforce.

Program Benefits:

•Provides specific skills knowledge for students, leading to an industry-recognized and portable professional certification from the American Hotel & Lodging Educational Institute—Certified Hospitality & Tourism Management Professional (CHTMP)

•Aligned to the Common Core State Standards

•Offers teacher training and the opportunity for instructors to earn a professional certification from the American Hotel & Lodging Educational Institute—Certified Hospitality Instructor (CHI)

•Showcases Career Pathways for a dynamic, and fast-growing industry

•Reinforces hospitality on a global scale, with increased focus on diversity

• Teaches employability skills and job-specific technical skills for the Hospitality & Tourism Career Cluster

• Includes everything the instructor will need to teach the program, from lesson plans to assessments and examinations

• Leads to advanced placement in college through articulation agreements

• Includes work-based learning experiences with an industry internship

•Offers an International Competition for students to showcase their skills and earn scholarship opportunities

PRODUCT SHOWCASE

15

PRODUCT SHOWCASETheSkills,Tasks,andResultsTraining(START)Program,developedbytheAmericanHotel&LodgingEducationalInstitute(EI),isacurriculumthatgiveshighschoolstudentsandpeoplere-enteringtheworkforcethereal-worldknowledgeandskillsneededforalong-termcareerinthelodgingindustry.

STARTprovidestrainingforhospitalitypositionsintheroomsandfoodandbeveragedivisionsofalodgingoperation,includingfrontdesk,reservations,housekeeping,bellservices,restaurantservice,banquetsetup,andmore.Guestserviceprofessionalism,andcareerexplorationareotherimportantcomponentsofthisprogram.

StudentswhocompletetheSTARTprogramandworkinadesignatedhospitalityposition,canearncertificationsfromtheEducationalInstitute,inadditiontoacertificateofcompletionforsuccessfullypassingthecourseandexam.

We can give those you serve a strong new START . . .

AlreadyusedsuccessfullybyJobCorps,workforcedevelopmentgroups,educationalinstitutions,andcommunityandfaith-basedorganizations,STARTprovidesparticipantswiththetraining,credentials,andcontactstheyneedtomoveintohigh-growthjobsinhospitality.STARTissupportedbymembersoftheAmericanHotel&LodgingAssociation,anationwidenetworkof10,000hotelowners,operators,andotherindustryemployers.

We work in partnership with you to offer skills-based training and job opportunities to: •Youth•Adults(includingwelfareandTANFpopulations)•Dislocatedworkers•Ex-offenders•Incumbentworkers•Olderworkers•Homelesspopulations

We offer your clients . . . • 180hoursofclassroomandhands-oninstructioncoveringallaspectsofhoteloperations

• Skills-basedtrainingin12line-levelhospitalitypositions

• Instructioninguestservice,professionalism,andsafety

• Industry-recognizedcertificationuponprogramcompletion

Employers Want START Graduates

I volunteered my property to serve as a training ground for the students in the START program. After working in each of the departments—front office, housekeeping, maintenance, breakfast bar, back office—they had a good understanding of how everything you do in a hotel works together. I’m developing other hotels, and I know that these students have all the skills I’m going to be looking for in prospective employees. As an employer, it’s invaluable to me to know that there is a trained workforce ready to fill the openings I’ll have.

RudyDabdoubOwner/Operator

HolidayInnExpressNogales,AZ

Tolearnmore,visitwww.ahlei.org/workforce,orcall+1-407-999-8100|+1-800-349-0299

WORkFORCE

16

PROGRAMS

CARE® for Servers(Controlling Alcohol Risks Effectively)This one-day workshop prepares alcohol servers 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

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

• CARE State laws • One DVD Notebook©200706990ISE03ENGE – English

Reusable Participant MaterialIncludes:• One Server’s Manual (reusable)• One Pocket Guide• Exam06995MSC03ENGE – English

Exam Packet (Refill)Includes:• One Pocket Guide• Exam06993MSC03ENGE – English

Participant MaterialIncludes:• One Server’s Manual (student keeps)• 6994MSC03ENGE – English

CARE® Online CourseThe four-hour CARE® program online provides flexible, self-paced training to prepare employees for handling the challenges of responsible alcohol service. This online program has interactivity with 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 • Certificate of Completion for servers who pass the final exam• CARE® Pocket guide (provided in PDF format)06990MSF02ENGE – English

The CARE® program is not available for individual purchase.

17

PRODUCT SHOWCASEiCoachHospitality

Receive hospitality training advice with EI’s, FREE application by downloading it to your iPhone, iPod Touch, or iPad. Hospitality iCoach generates random hospitality training tips in Leadership, Front Desk, Food and Beverage, Housekeeping, and Maintenance with a shake of your hand. Tips can be used as training refreshers, discussion starters, or idea generators for future training sessions.Recently updated, new features include:

– the ability to screen touch to see new tips, in addition to the current shake functionality – alerts users with animation and sound when changing between tips – allows user to see new and updated tips first

New tips continually available!

FREE DOWNLOAD, visit http://itunes.apple.com/app/hospitalityicoach/id366676012?mt=8.

Or scan it!

www.ahlei.org

Florida800 N. Magnolia Avenue, Suite 300Orlando, FL 32803 USA +1-407-999-8100 +1-407-236-7848

Michigan2113 North High StreetLansing, MI 48906 USA +1-517-372-8800 +1-517-372-5141

IndiaAsha House 28, Suren Road,Andheri (East) Mumbai - 400 093 +91-22-26820878 +91-22-26830043

12-04312 92087ADV07ENGE