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AH&LA Training Products
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Take advantage of the selection of independent study courses,
textbooks and training videos offered in conjunction with the American
Hotel & Lodging Association to become more familiar with all aspects
of the hospitality industry. From general management to housekeeping,
risk management to human resources, these tools can provide critical
information for you and your staff. The independent study courses are
traditional distance learning classes with a textbook and proctored
exam.
Textbooks
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Hospitality Today: An Introduction, Fifth
Edition
The fifth edition of this EI best seller now features more than 100
full-color photos and illustrations throughout to better highlight the
appeal of the hospitality industry. New examples, exhibits, and industry
statistics provide readers with the most up-to-date information on the
hospitality industry, including an overview of today’s hot issues
and an introduction to the wide spectrum of opportunities available in
this field.
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International Human Resource Management in the
Hospitality Industry
An international group of authors creates a mosaic of hospitality human
resource practices throughout the world in this unique book. This global
exploration of today’s key human resource issues includes:
recruitment and selection, legal and political environments, societal
work values, corporate cultures, and training practices. Featured
countries are: China, Egypt, France, Greece, Ireland, Israel, Jamaica,
Kenya, Lebanon, Malta, Mauritius, Mexico, Netherlands, Romania, Russia,
Scotland, South Korea, Switzerland, Turkey, and the United States.
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Resort Condominium and Vacation Ownership Management: A
Hospitality Perspective
Discover the fastest-growing segment of the lodging industry with this
first-of-its-kind book. A must for all CVO professionals, the scope of
this publication encompasses the importance of hospitality to successful
resort condominium operations while covering: the relationship of
managers to owners, boards, and guests; unique staffing challenges;
accounting differences in this non-traditional operation; balancing the
interests of owners and guests.
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Managing Hospitality Human Resources – Fourth
Edition
This textbook provides important information for those who manage the
human resources who provide services 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.
Independent Study
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Bar and Beverage Management
This course is a must for anyone involved with alcohol service. It
includes everything you need to know to profitably manage your
establishment, from planning and marketing to understanding legal issues
related to alcohol service. Topics include control systems, hiring and
training, responsible alcohol service, and essential information on a
wide range of beverage products. You’ll also learn the importance
of product knowledge to successful bar and beverage operations
management.
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Hospitality Today: An Introduction, Fifth
Edition
This course takes a management perspective in explaining the
organization and structure of hotels, restaurants, casinos, cruise
lines, and clubs. It includes information on franchising, management
contracts, business ethics, human resources, marketing, and much more.
Charts, exhibits, hospitality industry statistics, and Web site listings
provide useful information that can be applied on the job.
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Managing Hospitality Human Resources, Fourth
Edition
Hospitality is a people industry, and this textbook will teach students
how to manage the important human resources who provide services within
a hospitality operation. They'll 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.
Revisions to this edition include:
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New trends and approaches to performance appraisals
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New section on orientation programs for effectively welcoming new
employees
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New section contrasting Maslow's hierarchy of needs and Alderfer's
ERG theory
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Updated demographic information on hospitality industry
employees
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Updated information on union elections, new Labor Relations Board
rules, and interpretations on unions
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Managing Housekeeping Operations, Second
Edition
No property can be profitable without clean rooms and efficient
housekeeping operations. Learn what it takes to manage this important
department. This course provides a thorough overview, from the big
picture of hiring and retaining a quality staff, planning, and
organizing, to the technical details for cleaning each area of the
hotel. Practical, up-to-date information from industry experts make the
contents of this course immediately applicable to your job situation.
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Managing Technology in the Hospitality Industry, Fourth
Edition
Today’s hospitality operations rely increasingly on
computer technology. This course provides a solid grounding in
hospitality technology and the management of information systems.
Content includes applications for all functional areas, including
reservations, rooms, food and beverage, sales and event management, and
accounting. You’ll learn the basics of purchasing, implementing,
maintaining, and managing today’s information systems. This course
also explores systems security and maintenance, e-commerce, and
hospitality careers in information technology.
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Resort Management, Second Edition
Learn how to increase your property’s share of the growing leisure
and conventions market with successful resort concepts. You’ll
learn about the social, economic, and environmental issues involved in
resort planning, and how the many jobs at a resort work together to
create a positive guest experience. Topics include the concierge
function, computer systems, and health club/spa facility management.
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Security and Loss Prevention Management, Second
Edition
Security is one of the top concerns in today’s hospitality
industry. This course provides the background you need to be informed
about the security issues and practices that affect your property every
day. Topics include the physical security of the property, asset
protection, guest protection, security equipment, emergency management
and procedures, OSA requirements, and more. Exhibits, sample forms and
documents, and links to safety and security Web sites make this course
practical and relevant.
Training Videos
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Addressing Workplace Violence in the Lodging Industry
Workplace violence affects everyone and every business. Train
your staff to identify risks of workplace violence and the proper way to
respond to it with this video. Includes companion guide. 15
minutes.
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Delivering Quality Guest Service – Spirit of
Hospitality
This unique guest service training video and companion guide teaches
employees how to see things from the guest's point of view, strive for
service excellence, and work as a team. The program contains: Delivering
Quality Guest Service video, companion guide, quizzes, and certificate
of completion.
Spirit of Hospitality featuring Delivering Quality Guest Service
showcases:
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Tips for improving service quality
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Skills for exceeding guest expectations
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How to handle guest complaints effectively
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Five simple steps for delivering quality guest service
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Employee motivational techniques
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Testimonials from experienced industry employees and sample
scenarios
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ADA – Breaking Down Barriers: Achieving Great Service
for Guests with Disabilities
Build the necessary skills and awareness needed to deliver good
service to guests who have disabilities with a new video-based program.
Includes Companion Guide. 25 minutes
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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.
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Hosting International Guests
Tap into the boom created by world travelers! This video helps you build
a strong repeat business by making international guests feel at home.
Your employees get clear guide-lines for delivering world-class
hospitality, including how to: handle common situations
successfully—from exchanging currency to suggesting appropriate
foods; avoid embarrassment by using the correct words, gestures, and
attitudes that communicate hospitality across cultures; overcome
language barriers with signs and symbols. 18 minutes.
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Planning for Emergencies
Helps hotel managers and supervisors limit the impact of emergency
situations. This video covers how to: avoid legal problems by writing a
usable, practical emergency plan; ensure safety and promote positive
guest relations by preparing employees; involve all employees in
identifying and correcting hazardous situations. Includes Planners
Guide. 25 minutes.
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Quality Guestroom Maintenance
You’ll save money and keep rooms guest-ready with the practical
how-to information in this video. Offers step-by-step guidelines for
repairing faucets, torn wallpaper, damaged drywall, leaking toilets, and
more! Discover ways to help: identify and correct problems quickly;
minimize liability by maintaining a safe and secure environment; prevent
minor flaws from developing into time-consuming, expensive
emergencies. Now available in Spanish. Includes Video Training
Guide. 28 minutes.
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World Trainer: Floor Care
Competent floor care doesn't just affect how your property looks. It has
an economic and legal impact, as well. Don't take a chance on
misunderstood training. This language-free® video uses visual
techniques (augmented with music and sound effects) to demonstrate floor
care practices like: cleaning carpeted, tiled, wood, and marble
surfaces; how staff members can avoid injury to themselves and guests;
ways to lengthen the life of costly carpets and floors. Protect your
property from slip-and-fall accidents by keeping floors in great shape!
26 minutes.
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World Trainer: Houseperson
Lobbies, elevators, meeting rooms, and public space in your hotel can
decide a potential guest in favor of – or against – staying
at your property. Train your housekeeping staff to keep these areas
looking great with this language-free® video. Using positive
modeling and other on-screen techniques instead of dialogue and
narration, 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; make a positive
first impression with a property that sparkles from front door to guest
room! 27 minutes.
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World Trainer: Laundry
Nothing is more important to a guest than a clean, comfortable bed and
clean towels in the bathroom – nothing. That's why it's crucial
that laundry staff understand their training, no matter what language
they speak. This wordless language-free® video uses the same
techniques as other World Trainer videos to demonstrate: how to sort
laundry according to color, use, stains, etc.; safe ways to handle
laundry chemicals; the correct way to operate machines to avoid injury
and damage to laundry; make your guests' top concern your top training
concern! 13 minutes.
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World Trainer: Extended Stay Guestroom Cleaning
With 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 in this market. Your housekeeping
staff will be educated on the difference between Light Touch, Full, and
Check-out cleaning, as well as proper kitching cleaning and sanitation.
This is a language-free® video. 34 minutes.
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World Trainer: Security Awareness
Security is every employee's responsibility. This language-free®
video builds service consistency as all employees receive the same
message. The video uses demonstrations, sound effects icons and graphics
to show employees how to look for security problems and how to safely
handle security incidents. 15 minutes.
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Recruiting and Interviewing
Build a bright, diverse, and capable staff through techniques
presented in this program, available in CD-ROM or video. First
you’ll gather the information you need for successful recruiting
and interviewing. Next, through a virtual, highly interactive workshop,
you’ll actually use the information to practice your skills in:
using aggressive approaches to finding the best applicants; writing the
right recruiting message to attract dependable associates from diverse
areas of the population; writing job descriptions, conducting
interviews, and making the right hiring decision. 16 minutes.
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Retention and Motivation
Once you’ve assembled a great team, here’s how to keep them
motivated and happy to be working at your property. Available in CD-ROM
or video-- is an excellent tool in fighting turnover. You’ll learn
turnover projections for the future, reasons employees leave, strategies
for retaining the best and brightest and tips to motivate associates in
pursuing a continuing career with your organization. 21 minutes.
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