The future of hospitality is within reach

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The future of hospitality is within reach

• 2010

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Programme

1. Introduction Tools
2. Case Studies
3. Assessment
4. Solutions Implementation
5. AHLEI Family of Products and Services
6. Exam, Q A , Roundtable Invite, Demo

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For The End of Session Exam

• Room revenue Room nights sold X Room rate
  charged
• Occupancy Room nights sold in a period
• Room nights available in that same period X
  100
• ADR Room revenue
• Number of room nights sold
• RevPAR Room revenue for a period
• Total rooms available for that period
• RevPAR ADR X Occupancy percentage
• GOPPAR Gross operating profit for a period
• Available rooms during that period
• Contribution margin Room rate Variable cost
• Required new occupancy (Current contribution
  margin
• New Contribution Margin) XCurrent Occupancy
  X 100
• Market average ADR Total room revenue
• (Total room nights sold)
• Market average RevPAR Average market ADR x
  Average market occupancy percentage
• Market average occupancy percentage Total room
  nights sold
• Total available room nights X 100

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Case 1 Check-in

• 5-Star Resort
• 795 USD per night
• 2 Night Business Stay
• Global Top Luxury Branded Hotel
• Secret Audit Trip Contracted by Property Owner

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Case 1 Solution

• Front-Desk Line-Level Certification
• Lodging Management Programme
• START Programme
• TRAC
• Spirit of Hospitality DVD
• Going the Extra Mile Service Skills
• Hospitality Skills Certifications for Front
  Office

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Case 2 Long Night Hotel

• 4-Star Resort
• 350 USD per night
• 2 Night Business Stay
• Pre-warned late check-in, 4 day advance
• Top rated hotel on the island
• Site visit to inspect a potential AHLEI GAP
  partner

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Case 2 Solution

• Supervisory Skill Builders
• Front Desk Line Level Certification
• Going the Extra Mile
• Hospitality Skills Certifications for Front
  Office Reservationist and Front Desk
  Representative

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Case 3 May I Order Lunch? akaThe Mysterious
Keratin Punch

• Same Resort
• 1230 pm / 12h30 / 1230
• At pool bar observing diners

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Case 3 Solution

• Certified Restaurant Server
• Hospitality Skills Certifications in Food
  Beverage

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Case 4 From Venezuala with Love

• 4-Star Resort
• 250 USD per night
• 2 Night Business Stay
• Elite Platinum Member
• Large global chain

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Case 4 Solution

• Hospitality Skills Certifications for Front
  Office/Guest Services
• Welcome Home Superior Skills for Valet, Door, and
  Bell Staff
• Going the Extra Mile
• Hospitality Skills Certification for Valet
  Attendant

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Case 5 Spa-tastic!

• 5-Star Resort
• 850 USD per night
• 2 Night Business Stay
• Referred to as Most Luxurious Chain

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Case 5 Solution

• Supervisory Skill Builders for the Spa Industry
• Spa A Comprehensive Introduction
• Retail Management for Spas

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Case 6 The Shaker Mover

• 4-Star Resort
• 199 USD per night
• 3 Night Business Stay
• Conference room rental
• 15 Conference attendees

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Case 6 Solution

• Certificate Revenue Management Maximizing
  Revenue in Hospitality Operations
• Convention Management and Service
• Going the Extra Mile for Service

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Case 7 This is the Story of a Hurricane

• 4-Star Resort
• 150 Million USD construction
• 2 Night Act-of-God Induced Stay
• Elite Member
• Large global chain

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Case 7 Solution

• Hospitality Skills Certifications
• Certified Lodging Security Officer
• Concierge
• Front Desk Representative
• Certified Lodging Security Supervisor
• Certified Lodging Security Director

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Case 8 Did you see my _________

• 5-Star Resort 1
• Most Luxurious Resort on Island A
• 5-Star Resort 2
• Most Luxurious Resort and major employer on
  Island B

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Case 8 Solution

• Certified Hotel Administrator
• Certified Lodging Security Director
• Certified Lodging Security Supervisor
• Certified Lodging Security Officer

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Case 9 Buckle-Up, Buttercup

• Niche island
• Claim tourism is focus
• Insist on local trainers but claims to target
  international clientele(?)
• Massive reduction in tourists of late
• Nation is billions (B) in debt
• 1130am, 11h30, 1130

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Case 9 Solution

• Promises Taxi Driver Service Training

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Case 10 Yes We Have No Bananas

• Niche island
• Focus on high-end tourism
• Airport on regional carrier

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Case 10 Solution

• Hospitality Today
• LMP, START
• Going the Extra Mile
• Lobotomy

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Case 10.5 Parting Gift

• Tourism is our Resource
• Tourism week
• Nickel and dime on departure tax
• Surly personnel

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Case 10.5 Solution

• PCI Credit Card Compliance
• Jail

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Assessment

1. Value for Money
2. Service, not Servitude
3. Penny-wise and dollar-dumb
4. 800USD/night for high-school, on-the-job trained
   managers?
5. Do local or regional training and compliance
   solutions best prepare staff to serve
   international clientele?
6. Exclusively In-house training. Does a copy of a
   copy quality?
7. Can annual training (or worse) build good habits?

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Solutions Implementation

1. Continuous Improvement Compliance Programme
2. Mass Certification of Hotels as Mark of
   Excellence
3. Rewrite Small Hotels Manual 1 Year Timeline
4. Rewrite Hurricane Manual
5. Upgrade, Enhance, Merge CaribCert to Standards
6. Heavy promotion of graduates, certified
   professionals, and hotels that make commitment to
   continuous improvement and consistent training to
   an international standard
7. We provide the carrot, the market provides the
   stick!

Disney Sept 28 Oct 1 2011
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American Hotel Lodging Educational Institute
(AHLEI)

• Our mission statement
• To be the premier source for quality hospitality
  education, training, and professional
  certification, serving the needs and advancing
  the excellence of hospitality schools and
  industries worldwide.

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American Hotel Lodging Educational Institute
(AHLEI)

• Founded in 1953
• Non-profit organization
• Worlds largest developer of training and
  development solutions for the hospitality
  industry
• 45 member board of trustees
• 350 products in a variety of training media
  (online, video, print, distance learning)

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iPhone Application

• Hospitality iCoach

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American Hotel Lodging Association (AHLA)

• Based in Washington DC
• Worlds largest hotel industry association
• Representing 1.8 million Hotel rooms with over
  15,000 member properties
• Celebrating its centenary year
• AHLEI is the non-profit educational and training
  arm of the association

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Market Segments
LODGING INDUSTRY
Professional Certification
Training Media
Independent Study
Self-paced Hospitality Courses
Qualified Hospitality Employees
Corporate Hotels Management Companies Individual
Properties
General Managers Department Managers Department
Supervisors Line-Level Employees
Videos Textbooks Seminars Program Development
Textbooks Print Materials Online
Courses Proctored Exams
Academic
Specialized Markets
University / Schools
Hospitality Related Businesses
Textbooks Distance Learning Online
Courses Customized Textbooks
Military Gaming Cruise Lines Clubs
Restaurants Spas
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Training
Customized Program Development
Online Learning
Text / Skill Guides
Training Videos
Training Seminars
Departmental Training
Food Beverage
General Management
Maintenance Engineering
Safety Security
Human Resources
Guest Service
Housekeeping
Front Office
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Independent Study Courses
Distance Learning Courses
CourseLine Courses
Text and Print Materials
Interactive Internet Courses
Proctored Written Exams
Proctored Internet Exams
34 Hospitality Courses
Self-Paced Programs - Maximum Requirements
Single Course(s) - 4 months Certificate of
Specialization (5 courses) - 20
months Hospitality Operations Certificate (8
courses) - 32 months Hospitality Management
Diploma (12courses) - 48 months
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Academic

• Principal Markets

• Principal Products

• 4-year Universities
• 2-year Community Colleges
• Vo-Tech Schools
• High Schools
• Workforce Development

• Courses
• Customized Textbooks
• Online Enhancements
• Digital Textbooks
• CyberCinema
• LMP
• START

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Academic

• Programs offered
• 5-course Areas of Specialization
• 6-course Hospitality Fundamentals Program
• 8-course Hospitality Operations Program
• 12-course Hospitality Management Diploma
• 12-course Food and Beverage Diploma

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Academic

• Courses offered in 2500 schools
• Johnson Wales University
• University of Alabama
• University of Nevada-Las Vegas
• Michigan State University
• Cornell University
• University of Central Florida
• Florida International University

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Academic

• Top 2-year schools
• Hocking College
• Central Texas College
• Culinary Academy of New York
• Trident Technical College
• San Diego Golf Academy College
• Utah Valley State College

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Academic

• Courses are offered internationally
• Indira Gandhi National Open University (India)
• William Blue College of Hospitality Management
  (Australia)
• Swiss Hotel Management School (Switzerland)

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Distance Learning

• Convenient way to increase industry knowledge and
  skills
• Offers career education in an easily-accessible
  format to independent learners
• Prepares hospitality workers for career
  advancement and offer opportunities for
  professional growth

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Lodging Management Program (LMP)

• High School curriculum
• 2-year program introduces students to the lodging
  industry
• Open doors of opportunity and set the students on
  an exciting career path
• Students learn management principles
• Certified Rooms Division Specialist (CRDS)

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Lodging Management Program (LMP)

• Components
• Student Textbook--one each year
• Student Workbook--one each year
• Workplace Competency Checklist
• Teacher Materials
• Lesson plans
• Assessments
• Transparency masters
• Teacher workbook
• Teacher Resource Guide
• DVDs available at additional cost

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Lodging Management Program (LMP)

• Top states offer LMP
• New York
• Pennsylvania
• Oklahoma
• New Mexico
• Louisiana
• Maryland

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Skills, Tasks, and Results Training (START)

• Designed specifically for workforce development
  to serve targeted clients such as
• at-risk youth
• welfare-to-work
• dislocated workers
• and other targeted groups

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Skills, Tasks, and Results Training (START)

• Students in the START program get on track to
  begin a career in lodging
• 180 hour curriculum
• in-depth look at the most common line-level
  positions at most hotels
• course includes line-level certification
• ideal curriculum for 9th or 10th grade high
  school students to prepare them to enter the
  Lodging Management Program (LMP)

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Skills, Tasks, and Results Training (START)

• Top states offering START
• Florida
• New York
• Massachusetts
• Kansas
• South Carolina
• Michigan

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Product Development
Instructional System Design Model
Analysis
Informal, Quality-Control Evaluation (On going)
Design
Evaluation
Development
Implementation
Developing instructional training tools
through various media while adding hands
on interactive learning opportunities.
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Supervisory Skill Builders Online
09-03397

• You as a Supervisor
• Leadership
• Time Management
• Effective Communication
• Improving Employee Performance
• Handling Problems Conflict
• Conducting Training Orientation
• Staffing Scheduling
• Study materials for the Certified Hospitality
  Supervisor (CHS) certification exam.

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Line-Level Skills Program Online

• Front Desk Representative
• Guestroom Attendant
• Restaurant Server Reference Guides
• Preventive Maintenance

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Online Learning

• PCI Compliance
• Technology Security Awareness (licensed)
• Gaming courses Title 31 CTRC, Title 31 SARC, and
  Title 26

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Line-Level Skills Program

• Train, Retain, Assess, Certify (TRAC)
• Trainers Guide
• Employee Reference Guide
• Certification

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Textbooks
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Video Training
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Now available!

• Customers can now access videos online
• Front Desk First Impressions
• Preventive Guestroom Maintenance
• Lodging SafetyWorks
• Housekeeping Quality Guestroom Cleaning
• Housekeeping Laundry Operations
• 10-Minute Trainer Housekeeping

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Workshop Leading in Hospitality

• Leading versus managing
• Positive leadership traits and behaviors
• Culture that achieves employee satisfaction, and
  customer satisfaction
• Leadership development plan

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Workshop Alcohol Awareness

• Controlling Alcohol Risks Effective (CARE)

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All Training Should Lead To
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Professional Certification

• What is Professional Certification?
• Distinction of Excellence
• The Standard for the Industry
• Acknowledgement of skills and competencies
  required to succeed in your position

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Professional Certification

• Why should you certify?
• Validation of position
• Motivator
• Recognition
• Builder of pride and self-esteem

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Professional Certification

• Over 40 Certifications
• Executive Level
• Department Heads
• Managers
• Supervisors
• Line Level

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Whos Who

• Those who highly support Professional
  Certification
• Choice Hotels
• Best Western International
• Hyatt
• InterContinental Hotels Group
• Marriott
• Wyndham Worldwide
• Ritz Carlton

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Levels of Professional Certification
CHA Certified Hotel Administrator
CLM Certified Lodging Manager
CRDE Certified Rooms Division Executive
CHRE Certified Human Resources Executive
CFBE Certified Food Beverage Executive
CLSD Certified Lodging Security Director
CEOE Certified Engineering Operations Executive
CHHE Certified Hospitality Housekeeping Executive
CHS Certified Hospitality Supervisor
CLSS Certified Lodging Security Supervisor
CGS Certified Gaming Supervisor
CHSP Certified Hospitality Sales Professional
CMHS Certified Master Hotel Supplier
Certified Lodging Security Officer
Line-Level Certifications
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Executive Level

• General Manager, Owner/ Operator and Corporate
  Executives
• Qualified experience
• Comprehensive study materials and exam

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Certified Hotel Administrator

• New study materials for the CHA program
• CHA Exam Preparation Booklet
• Three volume resource materials (CD)
• Additional Resource
• CHA Online Assessment Tool

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Department Head Level

• Departmental Executives for Rooms, Food
  Beverage, Engineering, Housekeeping, Human
  Resources
• Qualified Experience
• Comprehensive study materials and exam

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Managers

• Departmental Executives for Rooms, Food
  Beverage, Engineering, Housekeeping, Human
  Resources
• Qualified Experience
• Comprehensive study material and exam

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Supervisory Level

• Supervisors for all hotel departments
• Qualified Experience
• Supervisory Skill Builders training

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Line Level Certification

• Recognizes Guest Services, Housekeeping and Food
  Beverage staff
• Hospitality Skills Training Series

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Security

• Certified Lodging Security Director (CLSD)
• Updated review materials and exam to include
  information from
• Department of Homeland Security (DHS)
• USA PATRIOT Act
• Occupational Safety and Health Administration
  (OSHA)
• Centers for Disease Control and Prevention (CDC)

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Security

• Certified Lodging Security Supervisor (CLSS)
• Certified Lodging Security Officer (CLSO)

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Certified Hospitality Trainer (CHT)

• For the property or corporate trainer
• Acknowledges the ability to design and implement
  training programs

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Certified Hospitality Department Trainer (CHDT)

• Is aimed at line-level and supervisor employees
  with training responsibilities
• Adds a level of professionalism to the
  departmental trainers role
• Provides an opportunity for employees to validate
  their skills

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Certified Hospitality Educator (CHE)

• Designed specifically for hospitality educators
• Strengthen students' critical thinking and
  motivation to learn
• Share ideas with your peers
• Recognition for teaching abilities from students,
  colleagues, and the industry

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Personal Career Planner
CHA

• General
• Manager

CRDE

• Rooms Director

CFDM

• Front Desk Manager

CHS

• Front Desk Supervisor

Front Desk Representative
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Aids to Certification

• Custom Study Guides
• Supervisory Skill Builders (also for Restaurants,
  Clubs Gaming)
• Hospitality Skills Training Guides

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Certification Process
Application
Qualification
Proctored Examination (paper-based or online)
Certificate Pin
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• On the horizon

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Trainer Development Program

• Designed to develop trainers at the department
  level. Includes
• Effective training
• Understanding job breakdown and skills
  performance
• Understanding the learning process
• And more

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PCI Compliance

• Compliance training at line level
• Retail
• Front Desk
• Information Technology
• Restaurant
• Back of the House

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Supervisory Skill Builders Online(Spanish)
09-03397

• You as a Supervisor
• Leadership
• Time Management
• Effective Communication
• Improving Employee Performance
• Handling Problems Conflict
• Conducting Training Orientation
• Staffing Scheduling
• Study materials for the Certified Hospitality
  Supervisor (CHS) certification exam.

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Certification

• Certified Hotel Administrator (CHA) review class
  online
• Certified Lodging Security Officer (CLSO)
• Guest Service Certification

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Online Learning

• Guest Service online (and video)
• Concept focuses on 7 truths of guest service
  Authenticity, Empathy, Intuition, Delight,
  Delivery, Initiative, and Champion
• Features scenarios to immortalize each concept,
  based on true stories of heartfelt, exceptional
  service delivered by real hotel employees

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Online Learning

• Front Office Manager online course
• Interactive online course for Front Office
  Managers
• Content based on Managing Front Office
  Operations, 8th edition
• Course is 10 modules approximately 10 hours
  total to complete

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General Manager 101 Hospitality Operations

• A unique online learning experience where
• A Cyber-Mentor will guide GMs through hospitality
  operations online training
• Key topics unique to lodging executive leadership
• Career learning pathways to assist GMs increase
  their knowledge and expertise

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Security Awareness/Anti-terrorism

• Interactive online program targeting 3 tiers (all
  employees, security officer, and security
  directors).
• Department of Homeland Security
• Cardinal Point Strategies
• Hotel Security and Anti-Terrorism Working Group

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Benefits of ongoing Training and Certification
Training System Providing Continuous Ongoing
Training
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