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
$99.95 / Non-Member Price
$149.95
Check-Out From CH&LA's FREE Member Training
Library
Short on time doesn't have to mean short on service - not with this quick-training tool for all guest
contact employees. Take ten minutes to view and discuss a brief video segment. Vignettes depict a variety of guest service
situations and spark discussion among your employees about how to apply top-notch guest service. Perfect for group training
sessions and orientation!
Member Price
$99.95 / Non-Member Price
$124.95
Check-Out From CH&LA's
FREE Member Training Library
Better business begins on the telephone. Whether at the front desk or in the back office, hospitality
employees who answer the telephone are ambassadors for your property or brand. Their courtesy skills directly reflect the quality
of service a caller or potential guest can expect should they book a reservation or event. Use this easy-to-follow 20-minute video
and companion guide to demonstrate how to use the telephone courteously and efficiently. View video clip 56K View video clip
Broadband Topics include: Answering the phone promptly and politely Effective talking and listening techniques How to transfer,
take messages, or place on hold Handling dissatisfied callers Selling rooms
Member Price
$119.95 / Non-Member Price
$169.95
Check-Out From CH&LA's
FREE Member Training Library
Your entire guest service team will benefit from this one-day, how-to seminar. They'll learn how to deliver
exceptional service and partner with customers, resulting in more repeat business, great word-of-mouth advertising, and increased
profitability. Covers: verbal and nonverbal communication, listening, guest needs and expectations, attitude.
Member Price
$159.95 / Non-Member Price
$199.95
Service is what the hospitality business is all about, and having an employee base that understands how to
provide the best service possible to any situation that comes through the door is going to increase your occupancy. Delivering
Quality Guest Service DVD and COMPANION GUIDE feature testimonials from experienced industry employees and sample scenarios that
show how to fulfill that responsibility and achieve that goal. Topics include: Skills for exceeding guest expectations Five simple
steps for delivering quality guest service How to handle guest complaints effectively Tips for improving service quality Employee
motivational techniques
Member Price
$179.95 / Non-Member Price
$249.95
Check-Out From CH&LA's
FREE Member Training Library
Service is what the hospitality business is all about, and having an employee base that understands how to
provide the best service possible to any situation that comes through the door is going to increase your occupancy. Delivering
Quality Guest Service VIDEO and COMPANION GUIDE feature testimonials from experienced industry employees and sample scenarios that
show how to fulfill that responsibility and achieve that goal. Topics include: Skills for exceeding guest expectations Five simple
steps for delivering quality guest service How to handle guest complaints effectively Tips for improving service quality Employee
motivational techniques
Member Price
$179.95 / Non-Member Price
$249.95
Your entire guest service team will benefit from this one-day, how-to seminar. They'll learn how to deliver
exceptional service and partner with customers, resulting in more repeat business, great word-of-mouth advertising, and increased
profitability. Covers: verbal and nonverbal communication, listening, guest needs and expectations, attitude.
Member Price
$159.95 / Non-Member Price
$199.95
3 complete training programs On 1 DVD 10-Minute Trainer programs were developed exclusively by the
Educational Institute with the immediate needs of today's hospitality managers and supervisors in mind. Each program contains up to
seven brief segments from several training programs based on a particular training area or need. These programs can serve as a
stand-alone overview or primer for that topic, or in powerful compliment to a more comprehensive training program. PROGRAM 1:
10-Minute Trainer: Sales 17 minutes Includes segments from these full-length training programs: - Competitive Edge: Sales
Strategies for Small Properties - Courtesy Rules! Better Telephone Skills Now - Sales: A Winning Formula - Revenue Management
PROGRAM 2: 10-Minute Trainer: Front Office 17 minutes Includes segments from these full-length training programs: - Economy
Operations: At Your Service Plus - Full Service Operations: At Your Service - Guest Relations: Aiming to Please - Energy-$aving
Tips for Lodging PROGRAM 3: 10-Minute Trainer: Security 15 minutes Includes segments from these full-length training programs: -
Spotlight On Security for Lodging - Stay Safe: Awareness Training for Housekeepers - Planning for Emergencies - Crisis
Communications
Member Price
$225.00 / Non-Member Price
$289.95
Communication is a key ingredient to the success of any hospitality operation. Use this easy-to-lead,
hospitality-specific seminar to help every staff member prevent breakdowns between guests, management, and co-workers. In one day,
your employees learn verbal and nonverbal communication skills, effective communication and guest service, communication styles and
listening.
Member Price
$159.95 / Non-Member Price
$199.95
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.
Member Price
$119.95 / Non-Member Price
$149.95
Check-Out From CH&LA's
FREE Member Training Library
What a difference a video makes! When your employees understand and use the three-step secrets to speaking
and listening, your guests will enjoy better service and your staff will work better as a team. Employees learn how to: speak
effectively so others listen and understand - no crossed messages!; communicate hospitality through voice tone and nonverbals;
listen actively in order to work cooperatively and ensure the best possible service to guests. Includes Trainer's Guide and
Viewer's Guide.
Member Price
$179.95/ Non-Member Price
$224.95
Check-Out From CH&LA's
FREE Member Training Library
Use this video to help managers and supervisors raise the level of service in their areas and then maintain
high standards. They'll discover how to: empower and train employees to solve guests' concerns immediately; motivate staff members
to improve service on a daily basis; increase efficiency and decrease problems through teamwork; make quality service a priority
for your entire team - top to bottom.
Member Price
$179.95 / Non-Member Price
$249.95
Check-Out From CH&LA's
FREE Member Training Library
Service is the spirit of hospitality, and the enhanced "Spirit of Hospitality" training program from
Educational Institute of the American Hotel & Lodging Association shows employees how to provide the kind of service that
builds guest loyalty and increases occupancy. "Service in our industry is becoming a lost art. In too many instances, service
training has been replaced with bottom-line cost cutting -- and our industry is suffering for it," said Joseph R. Kane, Jr., CHA,
group president, Cendant Hotel Group, president/CEO of Days Inn Worldwide, and incoming AH&LA chairman. "The enhanced Spirit of
Hospitality program offers the latest training strategies to deliver 21st century exceptional service. It will empower all
employees to strive for service excellence and create memorable guest experiences. Trust me: it will be the best $40.00 (members
only) you invest all year on your team." "Spirit of Hospitality" features the "Delivering Quality Guest Service" DVD (or video) and
a comprehensive leader's guide that teaches all staff members how to see things from the guest's point of view, strive for service
excellence, and work as a team. The program also includes quizzes to track achievement of learning objectives, and a certificate of
completion for those who successfully complete the program. 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. Spirit of
Hospitality featuring Delivering Quality Guest Service showcases: Tips for improving service quality Skills for exceeding guest
expectations How to handle guest complaints effectively Five simple steps for delivering quality guest service Employee
motivational techniques Testimonials from experienced industry employees and sample scenarios The program contains: Delivering
Quality Guest Service video, companion guide, quizzes, and certificate of completion.
Member Price
$80.00 / Non-Member Price
$140.00
Service is what the hospitality business is all about, and having an employee base that understands how to
provide the best service possible to any situation that comes through the door is going to increase your occupancy. Delivering
Quality Guest Service VIDEO and COMPANION GUIDE feature testimonials from experienced industry employees and sample scenarios that
show how to fulfill that responsibility and achieve that goal. Topics include: Skills for exceeding guest expectations Five simple
steps for delivering quality guest service How to handle guest complaints effectively Tips for improving service quality Employee
motivational techniques
Member Price $179.95 / Non-Member Price $249.95
Use this video to help managers and supervisors raise the level of service in their areas and then maintain
high standards. They'll discover how to: empower and train employees to solve guests' concerns immediately; motivate staff members
to improve service on a daily basis; increase efficiency and decrease problems through teamwork; make quality service a priority
for your entire team - top to bottom.
Member Price
$179.95 / Non-Member Price
$249.95
The highlights of the full Spirit of Hospitality video presented in a condensed, easy-to-watch format. This
fast-paced, quick-training, guest service video encourages employees to see things from the guest's point of view, strive for
excellence, and work as a team. Perfect support for line-level guest service training sessions, this video makes it easy for a
manager or supervisor to reinforce the importance of teamwork and quality guest service to employees.
Member Price
$59.95 / Non-Member Price
$74.95
Service is the spirit of hospitality, and the enhanced "Spirit of Hospitality" training program from
Educational Institute of the American Hotel & Lodging Association shows employees how to provide the kind of service that
builds guest loyalty and increases occupancy. "Service in our industry is becoming a lost art. In too many instances, service
training has been replaced with bottom-line cost cutting -- and our industry is suffering for it," said Joseph R. Kane, Jr., CHA,
group president, Cendant Hotel Group, president/CEO of Days Inn Worldwide, and incoming AH&LA chairman. "The enhanced Spirit of
Hospitality program offers the latest training strategies to deliver 21st century exceptional service. It will empower all
employees to strive for service excellence and create memorable guest experiences. Trust me: it will be the best $40.00 (members
only) you invest all year on your team." "Spirit of Hospitality" features the "Delivering Quality Guest Service" DVD (or video) and
a comprehensive leader's guide that teaches all staff members how to see things from the guest's point of view, strive for service
excellence, and work as a team. The program also includes quizzes to track achievement of learning objectives, and a certificate of
completion for those who successfully complete the program. 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. Spirit of
Hospitality featuring Delivering Quality Guest Service showcases: Tips for improving service quality Skills for exceeding guest
expectations How to handle guest complaints effectively Five simple steps for delivering quality guest service Employee
motivational techniques Testimonials from experienced industry employees and sample scenarios The program contains: Delivering
Quality Guest Service video, companion guide, quizzes, and certificate of completion. PRODUCT SPECIAL - $40 AH&LA Members Offer
ends 12/31/06 Also available on VHS
Member Price
$80.00 / Non-Member Price
$140.00
The highlights of the full Spirit of Hospitality video presented in a condensed, easy-to-watch format. This
fast-paced, quick-training, guest service video encourages employees to see things from the guest's point of view, strive for
excellence, and work as a team. Perfect support for line-level guest service training sessions, this video makes it easy for a
manager or supervisor to reinforce the importance of teamwork and quality guest service to employees.
Member Price
$59.95 / Non-Member Price
$74.95
From attitude awareness and teamwork, to general work habits, this SEMINAR will instill a sense of
hospitality in your staff to greet and treat every guest in a way that makes him/her feel right at home.
Member Price
$159.95 / Non-Member Price
$199.95
Seminar participants can refer to this manual during and after the seminar to retain useful information that
they can apply on the job.
Member Price
$8.00 / Non-Member Price $10.00
