Training and Professional Development Add Value to Hospitality Careers By Elizabeth M. Johnson, Senior PR & Marketing Manager, American Hotel & Lodging Educational Institute (AHLEI) tHere’S An ADAGe tHAt StAteS: “It takes money to make money.” That’s particularly true when it comes to training your employees. When faced with tough budgetary decisions, it may be tempting to reduce or eliminate training. But don’t give in to that temptation. Because all of the wi-fi connections, high-thread-count sheets, and designer amenities won’t keep guests coming back to your property if your employees aren’t trained to deliver exceptional service. Training increases employee retention, which increases guest satisfaction, which increases profitability. And that’s what you want in today’s competitive economy. Is there really a link between training and profitability? Yes. When the Council of Hotel and Restaurant Trainers (CHART) conducted a study on “Profitability, Retention, Technology and Best Practices in Training,” they found that organizations with higher training budgets had higher profit levels. They also found that profits were high at organizations where the training function was well integrated with the human resources department and where senior executives showed positive support for training. The CHART study also found higher profit levels at organizations where training programs served the whole organization and in organizations that used multiple training modalities. In other words, it’s not just important to train, it’s important to offer training to everyone at your property, and to offer training in different ways, such as written, verbal, visual (DVD or video), e-learning, and professional certification. The American Hotel & Lodging Educational Institute (AHLEI) has been developing a broad range of professional development and supplemental learning resources for the hospitality industry for more than 60 years. During that time, the organization’s general philosophy has been to provide current and future employees with the solid foundation they need to be successful in the hospitality industry, and to offer a variety of resources they can use as stepping stones to create their own path to whatever level they aspire to achieve. In addition, as the certifying body for the hospitality industry, AHLEI provides employees with the industry-recognized credentials they need to succeed, from line-level guest service and skills certification all the way to certifications for general managers and hotel executives, and every level in between. In California, more 400 individuals have obtained the Certified Hotel Administrator (CHA®) designation, the clear leader in certifications in the last 10 years. While CHA® is still a popular choice, there have been significant increases in line-level certifications, specifically, Certified Guest Service Professional (CGSP®) and Certified Lodging Security Officer (CLSO), demonstrating that hotels are investing in their line-level employees. Even the newest Certification in Hotel Industry Analytics (CHIA), geared to revenue managers, general managers, corporate staff and research professionals, has been earned by nearly 50 individuals this year. For more information on Certifications programs, visit www.calodging.com/ resources/certifications-and-education/ or contact Susan Ragatz, Education Director, CH&LA. It’s important for employers to offer resources for their associates to learn and grow in their current positions, and to help them discover where they want to be in one, five, or 10 years— When the Council of Hotel and Restaurant Trainers (CHART) conducted a study on “Profitability, Retention, Technology and Best Practices in Training,” they found that organizations with higher training budgets had higher profit levels. 8 California Hotel & Lodging Association Winter 2015
CH & LA Winter 2015
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