For over 50 years, the American Hotel & Lodging Association’s Educational Institute (EI) has been the source for
providing industry-tested, research-driven hospitality training resources. EI continues to meet and exceed its education and training
mission by using the Internet, videos, textbooks, study guides, seminars, and professional certification to train all levels of
personnel.
CH&LA members receive special member pricing on all Educational Institute training resources. Also, CH&LA has developed and maintains a FREE Training Library (click here for details). As a CH&LA member service, you can purchase or check-out EI products on-line or via fax or mail through CH&LA’s Education & Training Catalog.
Let us help you save money on your education and training needs!
AH&LA, together with the Hospitality Industry Diversity Institute, has updated the 1997 publication,
Turnover and Diversity in the Lodging Industry. Turnover and diversity are challenging issues facing management, and new and
updated data is needed to quantify and set benchmarks. The publication, funded by AH&LEF, and members may download a
complimentary copy via AH&LA web site, MEMBERS ONLY.
Member Price
$35.00 /
Non-Member Price $60.00
No property should be without this book! Based on research conducted by a project team at the Cornell
University School of Hotel Administration, American Lodging Excellence describes 145 best practices in the lodging industry at
both the corporate and property levels. Case histories highlight practices in 10 different operational areas, including sales and
marketing, human resources, and technology. This project was funded by the American Hotel Foundation in partnership with American
Express.
Member Price
$25.00 / Non-Member Price
$33.00
This primer provides newcomers to the hospitality industry-from owners buying or renovating their first
hotel property to new hires on the front desk-an overview of the main types of computer-based systems available in the
hospitality marketplace. It describes the various operational areas each system covers, their main functions, and the how they
interact with each other.
Member Price
$10.00 / Non-Member Price
$20.00
Effective work teams don't just happen, they must be developed and nurtured. This highly interactive
one-day seminar provides the tools needed for team members to work together harmoniously, resolve conflicts, and accomplish
goals. Available in two formats: 1) As a Ready-to-Lead Seminar Kit, which includes Leader's Guide with transparency/flip chart
masters and Participant Manual; "Successful Group Training" booklet; video; and sample Certificate of Completion. 2) As a
facilitated seminar.
Member Price
$159.95 / Non-Member
Price $199.95
Professionals in condominium/vacation ownership have contributed to this anthology of real-world case
studies to provide supervisors and managers an opportunity to profit from the experience of others. Great preparation for
handling situations on the job.
Member Price
$49.95 / Non-Member Price
$69.95
Hotel professionals all over the world gather in CHA Review sessions when it's time to take the exam for
Certified Hotel Administrator. But what happens when your schedule doesn't permit for it? EI provides you with the next best
thing, a set of three CHA audiotapes (includes participant manual). It is the perfect way to guarantee that you have all of the
pertinent information needed to earn the prestigious CHA designation. Audiotapes include: - General Management and Human
Resources/Personnel Management - Management of Rooms Division, Engineering/Property, Food & Beverage, Marketing & Sales -
Marketing & Sales, Accounting and Cost Control CHA Set/3 Audiotapes
Member Price
$24.95 / Non-Member Price
$29.95
Hotel professionals all over the world gather in CHA Review sessions when it's time to take the exam for
Certified Hotel Administrator. But what happens when your schedule doesn't permit for it? EI provides you with the next best
thing, a set of five CHA videotapes (includes participant manual). It is the perfect way to guarantee that you have all of the
pertinent information needed to earn the prestigious CHA designation. Videotapes titles include: - General Management and Human
Resources/Personnel Management (38 minutes) - Human Resources/Personnel Management (55 minutes) - Rooms Division Management and
Engineering/Property Management (54 minutes) - Food & Beverage Management and Marketing & Sales Management (48 minutes) -
Marketing & Sales, Accounting and Cost Control (49 minutes) CHA Set/5 Videotapes
Member Price
$149.95 / Non-Member
Price $179.95
Hotel professionals all over the world gather in CLM Review sessions when it's time to take the exam for
Certified Lodging Manager . But what happens when your schedule doesn't permit for it? EI provides you with the next best thing,
a set of four CLM videotapes (includes participant manual). It is the perfect way to guarantee that you have all of the pertinent
information needed to earn the CLM designation. CLM Set/4 Videotapes
Member Price
$119.99 / Non-Member
Price $143.99
Hotel professionals all over the world gather in CHA Review Sessions when it''s time to take the exam for
Certified Hotel Administrator. But what happens when your schedule doesn''t permit for it? EI provides you with the next best
thing, a set of five CHA audio CD. It is the perfect way to guarantee that you have all of the pertinent information needed to
earn the prestigious CHA designation. Audio CD''s include: General Management and Human Resources/Personnel Management Management
of Rooms Division, Engineering/Property, Food & Beverage, Marketing & Sales Accounting and Cost Control
Member Price
$24.95 / Non-Member Price
$29.95
This primer provides an overview of e-commerce, e-procurement, e-distribution, and websites as well as
answers your basic e-commerce questions. Well beyond the sale of hotel rooms, e-commerce will have far-reaching implications for
the hospitality industry. As industry consolidation continues, and operators and suppliers become more sophisticated in their
business practices, an increasing number of routine tasks and transactions will take place online.
Member Price
$10.00 / Non-Member Price
$20.00
A recent survey ranked ETHICS as the #1 topic of importance to hospitality education. Authors Karen
Lieberman and Bruce Nissen tackle the challenge of providing hospitality students with the basis for a strong moral compass with
this new book. The first section describes four ethical theories in simple, every day language. The second section applies those
ethical theories to situations in various hospitality industry job areas, including front office, housekeeping, food and
beverage, human resources, purchasing, marketing and sales, environmental practices, and public policy issues. Practical case
studies and examples focus students' attention on ethical issues facing the industry and teach them to view situations from an
ethical perspective. Table of Contents Chapter 1 Major Ethical Theories Gray Water Black Water case study Things Go Bump in the
Night case study
Member Price
$49.95 / Non-Member Price
$70.95
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FREE Member Training Library
These 40 quick-hitting case studies require students to apply management principles and creative solutions
to situations they may encounter as upper-level executives. Students are encouraged to use role-playing, team decision making,
and consensus-building techniques to develop solutions to the cases. These case studies teach students to consider issues that
will affect them as they climb the corporate ladder. ISBN # 0-86612-240-0
Member Price
$20.00 / Non-Member Price
$38.00
These 40 quick-hitting case studies require students to apply management principles and creative solutions
to situations they may encounter as upper-level executives. Students are encouraged to use role-playing, team decision making,
and consensus-building techniques to develop solutions to the cases. These case studies teach students to consider issues that
will affect them as they climb the corporate ladder.
Member Price
$60.00 / Non-Member Price
$83.00
This information-packed book is designed to assist hotel and restaurant owners, directors, and managers in
meeting their obligations regarding federal wage and hour laws. The book deals with the application of the Fair Labor Standards
Act (FLSA) to employees of hotels, motels, and restaurants, and includes rulings, regulations and interpretative positions of the
Federal Wage and Hour Division that affect the hospitality industry. Donald J. McNeil, Editor 14 chapters, ©2002,
Tapebound ISBN 0-86612-239-7
Member Price
$35.00 / Non-Member Price
$50.00
A must for any employee that needs a "service attitude" boost. No more "That's not my job" nay-sayers! All
employees who watch this video will see how giving great service to each other results in outstanding service for the guest - and
increased job satisfaction. Shows your staff how to: work better with other departments; make quality guest service part of every
job - even those far removed from actual guest contact; fit into the big picture and make themselves more valuable to your
operation; prepare to be amazed as everyone pulls in the same direction toward the same goals. You'll achieve new levels of
service that keep everybody smiling.
Member Price
$179.95 / Non-Member
Price $224.95
Check-Out From CH&LA's
FREE Member Training Library
People new to hospitality may be confused by terms like "par" or "walking." This easy-to-use glossary
sheds some light on words and phrases that have special meanings in a hospitality setting. A great resource for orientation!
Member Price
$9.95 / Non-Member Price
$19.95
This book presents examples of best practices in tourism development and marketing based on case studies
made by the author of fifteen tourism-focused organizations in the U.S. and Europe. Represented are nine convention and visitors
bureaus, four state and regional tourism agencies, and two university programs. The book describes best practices of these
organizations in the areas of research, funding, professional development, information dissemination, advocacy, and Web
marketing. The best practices cited provide models that can be easily adapted by organizations planning or implementing tourism
growth programs for their destinations. Coming January 2005: "Guide to Best Practices in Tourism and Destination Management,
Volume 2" and "Fundamentals of Destination Management." For more information, contact Rich Harrill at
rich.harrill@edi.gatech.edu.
Member Price
$35.00 / Non-Member Price
$48.00
Discover successful approaches in the areas of tourism and destination management research, funding,
professional development, Web marketing, and sustainable tourism. Author Rich Harrill has compiled best practice winners from
local, state, and international organizations; convention and visitors bureaus; and university programs to provide readers with a
wealth of ideas to guide their organizations to greater success.
Member Price
$35.00 / Non-Member Price
$48.00
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.
Member Price
$61.95 / Non-Member Price
$79.95
Check-Out From CH&LA's
FREE Member Training Library
This primer is designed to familiarize hotel owners, operators, and developers with the fundamentals of
technology in the hotel environment. It provides an overview of cabling infrastructure requirements for a broad range of
property-level hotel technology applications. Some of these applications include voice and data in guestrooms and public spaces
as well as administrative voice and data, including telephone (also known as Private Branch Exchange, or PBX), Property
Management Systems (PMS), Point of Sale systems (POS), video (free-to-guest, pay-per-view, and interactive), locking systems,
high-speed Internet access (HSIA), and more.
Member Price
$10.00 / Non-Member Price
$20.00
Learn the secrets for using teamwork to unleash the productivity of your staff with this video. Apply
these team approaches and you'll see: increased cooperation and job satisfaction among employees; better customer service;
improvement in your own ability to achieve the results you want--includes matching strengths to the job skills needed, motivating
each member of the team, and maintaining the team effort.
Member Price
$179.95 / Non-Member
Price $224.95
Check-Out From CH&LA's
FREE Member Training Library
English-language learning program for Spanish-speaking employees focuses on common words and phrases used
in the hospitality industry. Employees learn job-specific English to help them perform tasks, interact with guests and
co-workers, and understand training instructions. Training package includes: one video, three study workbooks (for group
training) and three Spanish-English dictionaries.
Member Price
$149.95 / Non-Member
Price $179.95
Provides the background every graduate will need in today's rapidly changing global marketplace. It
prepares students to plan, develop, market, and manage hotels in the international arena. It gives students a solid foundation
for understanding and managing cultural diversity in the workplace, and underscores the importance of protocol in international
interactions.
Member Price
$69.95 / Non-Member Price
$92.95
A good leader effectively directs his or her staff with ease and competence through all the challenges
that arise. This dynamic video outlines the key points of successful leadership in the area of hospitality. Workbook and leaders
guide also available.
Member Price
$39.95 / Non-Member Price
$59.95
Students will learn how to improve their leadership abilities and develop an understanding of
high-performance teams and employee empowerment. New information will provide students with an understanding of diversity and
cultural change. Practical information prepares them to put management tools into action to enhance service and boost
business.
Member Price
$57.95 / Non-Member Price
$76.95
This textbook offers an introduction to the dynamic field of technology as it relates to hospitality. The
revision includes new information on systems security and systems maintenance, expands on the ever-changing world of e-commerce,
and explores technology positions in the hospitality industry.
Member Price
$57.95 / Non-Member Price
$76.95
This primer is a prescriptive overview of the nature of practicing privacy in today's hospitality
industry. Written for the hotelier, the document presents enough of the technical, conceptual and legal framework surrounding
privacy issues today to understand the actionable recommendations and to utilize the checklists.
Member Price
$10.00 / Non-Member Price
$20.00
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
Member Price
$58.95 / Non-Member Price
$79.95
Not just for resorts! This book helps developers and managers apply successful resort concepts to any type
of property. Highlights: Planning and Development, Facilities, Recreation, Food and Beverage, Housekeeping, and Laundry
Operations, Property Management, Energy Conservation, Accounting, and Purchasing, Security and the Management of Risk, Marketing
Resorts.
Member Price
$52.95 / Non-Member Price
$70.95
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
Member Price
$159.95 / Non-Member
Price $199.95
EI and the American Hospitality Academy (AHA) have developed SERVLEAD (Service Leadership in a
Multicultural Workplace), a turnkey internship program that teaches practical skills and multicultural leadership. Highlights of
the program include: Focus on practical hospitality leadership skills Cultural awareness training needed to succeed in today's
global hospitality industry Competencies developed by hospitality industry leaders and university partners around the world
Reading assignments, workshops, and assessments to complement the student's on-site internship experience Certificate of
completion from AHA and EI Certified Hospitality Supervisor (CHS) Study Guide Opportunity to earn the CHS professional
certification (a $75 value)
Member Price
$130.00 / Non-Member
Price $130.00
This guide provides an overview of the range of strategies and tactics that one can employ when selecting
various computer and communication systems from a hotel or hotel company. The content does not assume any specific prior
knowledge in either technology or accepted purchasing practices and corporate requirements. Using this guide, you will learn what
the key dimensions are for system selection and how to maintain control of the process.
Member Price
$10.00 / Non-Member Price
$20.00
This nine-workbook modular series is 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 or for learning in groups, the
hands-on 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 workbook provides a case-study
approach to building supervisory skills. The video summarizes the workbook lessons and enhances learning retention. The Leader's
Guide includes workbook materials and provides easy to follow employee tracking materials and step-by-step instructions for
conducting group training sessions. Completion of the nine-workbook Supervisory Skill Builder series fulfills a prerequisite for
the Certified Hospitality Supervisor (CHS) program.
Member Price
$99.95 / Non-Member Price
$124.95
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FREE Member Training Library
This nine-title DVD series is 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 or for learning in groups, 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 set of 9 titles provide an entertaining approach to building
supervisory skills. Nine topics are: You as a Supervisor, Conducting Orientation and Training, Leadership, Handling Problems and
Conflicts, Motivation and Team Building, Staffing and Scheduling, Improving Employee Performance, Improving Communications, and
Time Management.
Member Price
$239.95 / Non-Member
Price $299.95
This nine-video series is 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 or for learning in groups, 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 set of 9 videos provide an entertaining approach to building
supervisory skills.
Member Price
$239.95 / Non-Member
Price $299.95
NEW! Tech Primer Revenue Management The object of this GUIDE is to recognize revenue-yield management
practices, and provide some basic concepts, definitions and terms that can be used as a baseline for the implementation and
communication of revenue management in a hotel that does not have an automated revenue management system. It also provides guides
for instilling a revenue management culture, discusses the potential benefits that can be gained and gives thoughts on choosing a
solution, whether manual or automated. Developed by: AH&LA Technology Committee
Member Price $10.00 / Non-Member Price $20.00
Whereas telecommunications used to provide healthy revenues for a hotel, it has now become imperative for
hotels to manage their communications effectively to realize profits in this department. This guide is intended to provide
information to help managers manage their telecommunications dept. effectively..
Member Price $10.00 / Non-Member Price $20.00
Get new hospitality students excited and interested in the world's largest service industry with this
unique introductory textbook. The book covers all hotel operating departments to give readers an understanding of each department
and how it operates. It also includes chapters on the history of lodging and tributes to outstanding leaders and legends in the
lodging and food service industry. The sixth edition includes new information about the expanding prevalence of online
reservations; a new discussion of key accounting ratios hotel managers use; information on the effects the 9-11 terrorist attacks
on the United States had on national and international travel industries; and expanded/updated discussions on franchising, hotel
management, time share, amenities, automation, yield management, and hospitality career paths.
Member Price $50.95 / Non-Member Price $67.95
Time is money in the fast-paced world of hospitality, so it needs to be managed as carefully and
accurately as if you were managing money. This entertaining and energetic video shows new and experienced supervisors what it
takes to make every minute count. Workbook and leaders guide also available.
Member Price
$39.95 / Non-Member Price
$59.95
We can't create more hours in the day, but we can make better use of our time. This seminar will provide
the skills to help participants become more productive and make the most of every working minute.
Member Price
$159.95 / Non-Member
Price $199.95
The legal issues involved in running a lodging operation can be overwhelming. This comprehensive textbook
introduces hotel and restaurant operators to potential legal problems and pitfalls they may encounter in the hospitality
industry. Recent court cases illustrate laws affecting the hospitality industry. The new edition features a new chapter on the
Internet, new court cases, relevant Internet sites, and "Important Points for Management" at the end of each chapter. Thirty-nine
chapters cover the following: basic legal principles governing hospitality operations; the hotel-guest relationship; the
hotel’s duties to guests and others; restaurants, food service, and bars; the hotel and its employees; and laws relating to
general hotel operation.
Member Price
$59.95 / Non-Member Price
$71.95
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FREE Member Training Library
Give managers the keys to moving beyond good management toward visionary leadership. Participants learn to
set strategic direction and accomplish long-range business goals.
Member Price
$159.95 / Non-Member
Price $199.95
