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!
NEW!The 10-Minute Trainer: Front Office video and companion guide contains seven brief segments from
several training programs based on a particular training area or need. These segments are designed to facilitate discussions on
front office topics that need additional emphasis at your property. The program can serve as a stand-alone overview or primer for
that topic, or a powerful compliment to a more comprehensive training program. 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
Member Price
$99.95 / Non-Member Price
$149.95
NEW LOOK, SAME PRODUCT - Bell attendants provide more than luggage service to guests-they are a measure of
your property's ability to provide outstanding service in all areas. Make sure they are well-equipped to deliver. With this
guide, they'll learn: qualities necessary to be an outstanding bell attendant; how to handle security issues such as key control;
how to deal with guests under the influence of alcohol.
Member Price
$99.95 / Non-Member Price
$124.95
Case Studies in Front Office Management presents a new dimension to the Educational Institute's popular
case study series. This book is a collection of case studies that take place at the Boden Oceanside Resort and Lodge, a luxury
property in a rural tourist destination. The 18 case studies follow the traditional guest cycle with cases taking place in the
pre-arrival, arrival, occupancy, and departure stages.
Member Price
$20.00 / Non-Member Price
$38.00
Case Studies in Front Office Management presents a new dimension to the Educational Institute's popular
case study series. The book is a collection of case studies that take place at the Boden Oceanside Resort and Lodge, a luxury
property in a rural tourist destination. The 18 case studies follow the traditional guest cycle with cases taking place in the
pre-arrival, arrival, occupancy, and departure stages. Each case study is accompanied by detailed facilitator guidelines for
discussion and suggestions for more intensive study.
Member Price
$60.00 / Non-Member Price
$83.00
Learn to create and implement a successful sales plan through this video designed for small-property
managers. Includes information on finding local prospects, building relationships, overcoming objections, and closing the
sales.
Member Price
$119.95 / Non-Member
Price $169.95
NEW LOOK, SAME PRODUCT - It's been described as the most difficult job at a full service property-but it
just got easier. This comprehensive guide provides a framework of knowledge and skill expectations for one of the most visible
positions at a property. It covers: qualities needed to make a good concierge; and how to handle typical and unusual guest
requests.
Member Price
$99.95 / Non-Member Price
$124.95
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
NEW LOOK, SAME PRODUCT - The first contact many guests have with your property is with your front desk
employees. Make the most of that contact by fully preparing your front desk staff for everything from check-in to check-out.
They'll learn: how to use all front desk equipment, including the computer, printer, and telephone; every step of check-in
procedures--from preparation to follow-up; how to service guests during their stay; proper check-out procedures that leave a
lasting, favorable impression; employees who complete this guide are ready to pursue Hospitality Skills Certification.
Member Price
$99.95 / Non-Member Price
$124.95
Check-Out From CH&LA's
FREE Member Training Library
The first contact many guests have with your property is with your front desk employees. Make the most of
that contact by fully preparing your front desk staff for everything from check-in to check-out. They'll learn: how to use all
front desk equipment, including the computer, printer, and telephone; every step of check-in procedures, from preparation to
follow-up; how to service guests during their stay; proper check-out procedures that leave a lasting, favorable impression.
Employees who complete this guide are ready to pursue Hospitality Skills Certification.
Member Price
$35.00 / Non-Member Price
$50.00
3 complete training programs On 1 DVD PROGRAM 1: Courtesy Rules! Better Telephone Skills Now 24 minutes Hospitality
employees who answer the phone are ambassadors for your property or brand. This training program is designed to help them make
sure that first impression is an excellent one. Topics include: - Effective talking and listening techniques - How to transfer,
take messages, and place on hold - Handling dissatisfied callers PROGRAM 2: Competitive Edge: Sales Strategies for Small
Properties 27 minutes This training program features basic sales skills and powerful strategies you can immediately put into
action to increase sales and achieve your marketing goals. Topics include: - Identifying curb appeal and strengths over
competitors - Targeting and approaching specific local markets - Overcoming objections and closing the sale PROGRAM 3: Guest
Relations: Aiming to Please 23 minutes This training program focuses your hospitality staff on the very heart of the business -
establishing great guest relations. Topics include: - Exceeding guest expectations - Handling special needs with appropriate care
- Turning guest complaints into opportunities
Member
Price $300.00 / Non-Member Price $425.00
Give your staff the big picture with this comprehensive overview of all the ways to deliver superior guest
service. Step by step, your staff will see how to: -Greet and register guests -Assign rooms and issue keys -Fill special requests
-Embrace the idea of team service -Give directions and information -Communicate effectively and politely -Successfully complete
all steps to the check out process
Member Price
$199.95 / Non-Member
Price $269.95
Check-Out From CH&LA's
FREE Member Training Library
Train your staff to focus on the heart of your business--the guest. This video will teach your staff: -
How to exceed guest expectations - How to serve guests with special needs - What really counts in guest contact - How to put
international guests at ease in a strange surrounding - How to build great relationships with guests - How to provide
satisfactory resolutions that transform into return business
Member Price
$199.95 / Non-Member
Price $269.95
Check-Out From CH&LA's
FREE Member Training Library
Prepare your front office staff to sell your services and amenities. When you train with this video, your
staff will understand how: - Matching each guest with property features increases guest satisfaction - Asking for the sale is
essential - Recognizing the best opportunities to offer suggestions is the key to great sales - Using a variety of proven closing
techniques will help achieve sales objectives
Member Price
$199.95 / Non-Member
Price $269.95
Check-Out From CH&LA's
FREE Member Training Library
Boost your reputation for exceptional guest service. This seminar covers the full range of service skills
that front desk employees need in order to make your property more competitive while improving their own professionalism: read
guests and anticipate their needs; deal with challenging check-ins/check-outs; put business-building sales techniques into
action; maintain security, guest privacy, and key control; work proactively with irate guests.
Member Price
$249.95 / Non-Member
Price $299.95
Mistakes in reservations can cost you business. Show your reservationists how they can make a real
difference to your property by using proven upselling techniques and solid guest relations skills. This video clearly
demonstrates how to: efficiently and accurately obtain guest information; avoid confusion over options; promote property
features; handle complaints and special requests.
Member Price
$159.95 / Non-Member
Price $199.95
Check-Out From CH&LA's
FREE Member Training Library
The revision of this EI bestseller reflects the increased role of technology in front office operations,
with a new chapter on e-commerce and a chapter-length appendix on basic Internet concepts. There is also a new appendix outlining
strategies and action steps for what to do when technology fails and you have to fall back on manual operations. There are 14 new
case studies, new exhibits, and updated content in every chapter.
Member Price
$53.95 / Non-Member Price
$71.95
Check-Out From CH&LA's
FREE Member Training Library
NEW LOOK, SAME PRODUCT- Your PBX operators are the voice of your property. Is it an enthusiastic,
friendly, efficient voice or one your guests are glad to hang up on? This comprehensive guide gives PBX operators the skills to:
proficiently use the phone system for everything from placing international calls to making wake-up calls; respond to emergencies
such as fire alarms, bomb threats, and inclement weather; follow all appropriate guest privacy and security measures.
Member Price
$99.95 / Non-Member Price
$124.95
Check-Out From CH&LA's
FREE Member Training Library
Courtesy vans are often the first and last contact guest have with your property, so the impression they
get from that service can have a dramatic impact on their decision whether to return. Topics included in this 23-minute DVD:
Vehicle safety and appearance inspection Safe and sensible driving techniques Proper luggage storage and handling How to handle a
traffic or parking accident Better guest service and interaction skills The Companion Guide included with this DVD features a
daily vehicle inspection checklist, rules of the road, and additional tips for better courtesy van service. Click a link below to
view a video clip. Low Bandwidth Broadband Also available in VHS!
Member Price
$179.95 / Non-Member
Price $249.95
Check-Out From CH&LA's
FREE Member Training Library
Courtesy vans are often the first and last contact guest have with your property, so the impression they
get from that service can have a dramatic impact on their decision whether to return. Topics included in this 23-minute VIDEO:
Vehicle safety and appearance inspection Safe and sensible driving techniques Proper luggage storage and handling How to handle a
traffic or parking accident Better guest service and interaction skills The Companion Guide included with this video features a
daily vehicle inspection checklist, rules of the road, and additional tips for better courtesy van service. Click a link below to
view a video clip. Low Bandwidth Broadband Also available in DVD!
Member
Price $179.95 / Non-Member Price $249.95
Get the most from those first and last impressions-they're crucial to your business! This video helps your
bell service staff make guests feel at home and at the same time increase sales. Dramatizes how to: promote your property's
revenue-generating facilities through suggestive selling; perform efficient, thorough room checks; increase job enjoyment (and
gratuities!) by increasing professionalism.
Member Price
$159.95 / Non-Member
Price $199.95
NEW LOOK, SAME PRODUCT - Reservationists can make the difference between a profitable occupancy rate and a
bleak one. This guide gives them all the skills they need to be powerful sales tools for your property. Reservationists will
learn to use effective telephone sales techniques, accurately take and process reservations, and prepare room availability
forecasts.
Member Price
$99.95 / Non-Member Price
$124.95
NEW LOOK, SAME PRODUCT - Retail operations, from gift shops to specialty kiosks, are becoming important
profit centers for lodging properties. Make sure that the retail cashiers who staff these facilities have the same hospitality
skills as the rest of your staff, so that guests have a consistent service experience. This guide provides step-by-step task
breakdowns and job knowledge for retail cashiers, including information on telephone courtesy, retail sales skills, point-of-sale
equipment, and retail operations and the lodging property environment.
Member Price
$99.95 / Non-Member Price
$124.95
Check-Out From CH&LA's
FREE Member Training Library
Mistakes in reservations can cost you business. Show your reservationists how they can make a real
difference to your property by using proven upselling techniques and solid guest relations skills. This video clearly
demonstrates how to: efficiently and accurately obtain guest information; avoid confusion over options; promote property
features; handle complaints and special requests.
Member Price
$159.95 / Non-Member
Price $199.95
Get the most from those first and last impressions-they're crucial to your business! This video helps your
bell service staff make guests feel at home and at the same time increase sales. Dramatizes how to: promote your property's
revenue-generating facilities through suggestive selling; perform efficient, thorough room checks; increase job enjoyment (and
gratuities!) by increasing professionalism.
Member Price
$159.95 / Non-Member
Price $199.95
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. Coming soon on DVD.
Member Price
$40.00 / Non-Member Price
$140.00
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. Also available on DVD
Member Price
$40.00 / Non-Member Price
$140.00
NEW LOOK, SAME PRODUCT - Your guests' interaction with the valet attendant may provide the first
impression they have of your property. Ensure that the impression is a great one, by providing your valet attendants with the job
knowledge and task information they need to perform to the highest service standards. This guide includes step-by-step training
information on a variety of valet skills, including the telephone system, handling luxury limousines, respecting guests' vehicles
and property, and reporting tips.
Member Price
$99.95 / Non-Member Price
$124.95
