美国饭店协会教育学院介绍（中英文）ppt课件.ppt

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1、美国饭店协会教育学院酒店教育、培训及职业认证American Hotel & Lodging Educational InstitutueHospitality Education, Training & Professional Certification,American Hotel & Lodging Educational Institute,我们的使命 Our Mission Statement提供最优秀的饭店业教育、培训及职业资格认证。为全球酒店和酒店院校服务，帮助他们实现卓越目标。The premier source for quality hospitality educati

2、on, training, and professional certification, serving the needs and advancing the excellence of hospitality schools and industries worldwide.,美国饭店协会 (AH&LA)American Hotel & Lodging Association,成立于1910年 Founded in 1910总部在华盛顿D.C. Based in Washington DC 全球最大的饭店业协会 Worlds largest hotel industry associat

3、ion协会代表180万间酒店客房及1.5万家会员酒店 Representing 1.8 million Hotel rooms with over 15,000 member properties美国饭店协会教育学院(EI) 是AH&LA专门负责发展饭店业教育与培训的非盈利性机构 The Educational Institute is the non-profit educational and training arm of the association,美国饭店协会教育学院（EI)American Hotel & Lodging Educational Institute,成立于195

4、3年 Founded in 1953非盈利机构 Non-profit organization全球最大的饭店业培训及发展解决方案的开发机构 Worlds largest developer of training and development solutions for the hospitality industry超过100种教育产品，多种教学媒体（互联网、视频、书籍、远程教学） Over 100 products in a variety of training media (online, video, print, distance learning, mobile applica

5、tions),美国饭店协会教育学院（EI)American Hotel & Lodging Educational Institute,50多个国家90多个授权合作伙伴 90 licensed affiliates in 50 different countries 全球超过2300所院校正在使用EI的教材 Over 2300 hospitality schools worldwide using EI teaching materials,市场细分Market Segments,7,市场细分 Market Segments,市场细分 Market Segments,9,市场细分 Market

6、 Segments,市场细分 Market Segments,11,市场细分 Market Segments,学术类产品Academics,核心产品 Principal Products,本科院校 4-year Universities专科院校 2-year Community Colleges职业学校 Vo-Tech Schools高中 High Schools职业技能培训 Workforce Development,主要市场 Principal Markets,酒店管理证书课程 Courses教科书定制Customized Textbooks网络辅助学习资源 Online Enhancem

7、ents电子教科书 Digital Textbooks网络课程 CyberCinemaHTMP 酒店管理课程 HTMPSTART 酒店基础课程 START,学术类产品Academics,EI提供的证书课程 Programs offered ：5门专项领域证书课程 5-course Areas of Specialization6门酒店管理基础证书课程 6-course Hospitality Fundamentals8门酒店运营管理证书课程 8-course Hospitality Operations Program12门酒店管理文凭课程 12-course Hospitality Mgmt

8、 Diploma12门餐饮管理文凭课程 12-course Food and Beverage Diploma16门酒店&餐饮管理双文凭课程 16-course Hospitality Management and FB Diploma 美国教育委员会（American Council on Education) 已批准13门美国饭店业协会的课程为学分转换课程。,学术类产品Academics,使用EI课程的一流大学Top 4-year schools：Cornell University 美国康奈尔大学Johnson & Wales University 美国强生威尔士大学University

9、 of Alabama University of Nevada-Las VegasMichigan State University University of Central Florida Florida International UniversityUtah Valley State College,学术类产品Academics,使用EI课程的国外大学Courses are offered internationallySwiss Hotel Management School (Switzerland) William Blue College of Hospitality Man

10、agement (Australia) Indira Gandhi National Open University (India),16,美国教育委员会学分转换推荐Articulation by ACE CREDIT,美国教育委员会（ACE）是美国高等教育的主要协调机构，致力于统一重大高等教育事宜的声音及提供行业领导力，并通过倡导、研究和计划制定发挥影响。 ACE的大学学分转换推荐服务（ACE CREDIT）为各大学提供了权威和统一的学分转换评估标准。已经有13门美国饭店协会教育学院的课程通过了ACE严格的第三方评估，并得到 ACE CREDIT 的推荐。学员可根据自己所学的EI课程I向美国

11、教育委员会申请学分转换成绩单。此成绩单将作为美国大学评估学分转换申请的重要参考。费用：ACE学分转换成绩单为$35，可由EI代交,17,ACE批准学分转换推荐的课程：Courses Proved by ACE CREDIT,Hospitality Today: An IntroductionFood & Beverage Management Hospitality Facilities Management and DesignManaging Front Office OperationsManaging Housekeeping OperationsThe Art and Science

12、 of Culinary PreparationManaging Service in Food and Beverage OperationsTraining & Development for the Hospitality IndustryWorld of Resorts: From Development to ManagementInternational Hotels: Development and ManagementManaging Technology in the Hospitality IndustryHospitality Sales and MarketingCon

13、vention Management and Service,18,最新版本的中文教材Latest Chinese Version Available at CTTP,中国旅游出版社即将出版的12本中文教科书：当今饭店业 *前厅运营管理 *餐饮运营管理 *客房运营管理 *酒店市场营销与销售 *酒店管理财务 *酒店督导 *酒店设施管理及设计 *国际酒店开发及管理 *酒店领导力与管理收益管理酒店人力资源管理,为ACE 已经批准的学分转换推荐课程,19,EI全球教育合作伙伴(GAP)Global Academic Partner (GAP),GAP院校的特权及益处： 获权开授EI的证书课程 学员可获

14、双证书（本校毕业证EI的国际证书） 获权在宣传中使用美国饭店协会教育学院的名称及商标 获得国际认知度 EI官网、GAP院校网络、行业认知 获得完整的国际先进的课程体系（教材、课程计划、教辅资源、试题、考试 评估、证书） 获得EI仅向GAP院校开放的的教学资源（教师指南、试题等) EI的责任：颁发GAP执照前，进行现场评估提供有效的技术支持维护和保持GAP合作项目院校的标准对EI品牌和教育产品进行国际推广费用：特许费年费 （详见发展中国家GAP支持计划）,HTMP酒店管理职业教育课程Hospitality and Tourism Management Program (HTMP),2013年最新

15、推出的职业教育课程全球领先的课程体系专为年轻学生设计符合美国共同核心州立标准（Common Core State Standards)提供最实用的专业知识与技能丰富的教师指导材料与教学资源完善课程组件通过考试及实习评估后，可获得EI颁发的酒店管理职业证书（CHTMP)可赴美参加比赛（以学校为单位）,HTMP酒店管理职业教育课程Hospitality and Tourism Management Program (HTMP),HTMP: 美国共同核心州立标准HTMP: Common Core State Standards,HTMP 符合美国共同核心州立标准HTMP integrates the

16、 Common Core State Standards被全美45个州，哥伦比亚特区及美属维尔京群岛所采用 These standards have been adopted by 45 states, the District of Columbia, and the U.S. Virgin Islands.使学生获得就业或继续教育所需的必要知识与学校和岗位需求保持一致Are aligned with college and work expectations清晰、易懂、稳定Are clear, understandable and consistent;内容严谨、着重实际应用 Includ

17、e rigorous content and application of knowledge through high-order skills;与众多发达国家保持一致、确保学生可以获得全球性的竞争优势 Are informed by other top performing countries, so that all students are prepared to succeed in our global economy and society经过实践验证. Are evidence-based,HTMP:课程组件HTMP: Components,学生教材 每年1册 Student

18、Textbookone each year学生练习册 每年1册 Student Workbookone each year教师授课辅助材料 Teacher Classroom Materials教师用书 (含教材) Teacher Wraparound Edition (Textbook)教学资源库 USB Teacher Resource USB Drive教学重点指南 Instructions to Teachers on Key Program Elements课程计划 Lesson Plans PPT PowerPoints课堂活动 Classroom Resource Materia

19、ls/Activities评估试题 Assessments/Quizzes学生练习册试题答案&辅助材料 Student Workbook answer key & support materials教师指南 Teacher Resource Guide教学大纲 Syllabus学分转换指南（适用于申请美国学校）Credit transfer guide学习目标 Learning Competencies共同核心州立标准大纲 Common Core Standards Matrix多媒体套装 Media Package配套教学 DVD Supplemental DVD Package配套学生网络

20、课程 Supplemental Online Courses for Students,HTMP: 学生材料Student Components,(每年1册，共2册) One for each year教科书 Textbook 练习册 Workbook考试答题卡 Scantron sheet for final exam实习评估表（用于申请认证） Workplace Evaluation Form for Certification实习证明（用于申请认证） Workplace Voucher for Certification,HTMP:国际认证International Certificat

21、ion,酒店管理职业认证 （CHTMP)Certified Hospitality & Tourism Management Professional (CHTMP)认证资质要求Requirements: HTMP第一年及第二年结业考试成绩均不低于70分（满分100分） Pass both HTMP Year 1 and HTMP Year 2 final exams with a score of 70% or higher规定工作岗位100小时以上的实习工作经验 100 hour work experience in qualifying position规定的工作岗位包括：酒店、餐饮、交

22、通及景区 （详见第一册第11页） Hospitality industry is defined by four categories: Accommodations, Food & Beverage, Transportation, or Attractions (see Page 11 of Year 1 text)100小时的实习工作经验需在参加第二册结业考试之后120天内完成 100 hour work experience in qualifying position, but must be completed within 120 days of taking the Year

23、2 final exam学生需获得主管经理在实习证明上的签字，以证明其实习结束 Students will receive a Workplace Voucher to have their supervisor sign to verify they have completed the 100 hour work requirement主管经理还将为学生填写实习评估表 Supervisor will also complete a 1-page Evaluation Form,HTMP: 课程计划Lesson Plans,课堂讨论议题大纲 Discussion outline for ea

24、ch chapter section符合美国共同核心州立标准 Link to Common Core Standards符合美国饭店业职业技能标准 Link to Hospitality Cluster Standards学习目标 Learning competencies专业术语及词汇 Key terms and vocabulary小组作业和个人作业 Additional group or individual learning activities课堂管理指南 Classroom management guides教学辅导材料使用指南 Links to appropriate suppo

25、rting materials测试题答案 Apply Your Learning answers,START启航职业教育课程Skills, Tasks, and Results Training (START),为酒店职业教育特别设计的入门课程Designed specifically for workforce development to serve targeted clients such as:适用于职业学校与职业培训机构先进的课程体系教师辅导材料及教学资源应有尽有深入学习酒店最常见的岗位的知识与技能通过考试并通过实习评估后可获得一线员工职业认证职业生涯的开始便接受最国际化正规的培训

26、,教科书Textbooks,教学视频 Video Training,30,认证饭店业教育导师 CHECertified Hospitality Educator,专门为酒店管理专业教师开发获得国际认可的职业认证酒店专业教师的崇高荣誉提升学生的批判性思维能力及学习兴趣结交朋友、交流分享,黄金服务 Guest Service Gold员工培训 员工认证 企业认证 Training, Employee Certification, Property Certification,与客人产生令人难忘的情感共鸣，达到黄金服务标准Achieve a new standard of exceptional s

27、ervice based on emotionally engaging with guests in memorable ways.,黄金服务Guest Service Gold员工培训 | Training,黄金服务的7个故事 激励和启发酒店员工超越基础的服务标准，努力争取为客人提供黄金服务 Seven true brief stories - designed to motivate and inspire hotel employees to go for the gold when it comes to providing service above and beyond the

28、call of duty. 黄金服务的7个要素: 真诚：真心实意 Authenticity直觉：预见需求 Intuition同情：感同身受 Empathy冠军：服务英雄 Being a champion惊喜：喜出望外 Delight实现：持续跟进 Delivery主动：不懈努力 Initiative,黄金服务Guest Service Gold员工认证 Employee Certification,参加过黄金服务课程培训的员工并通过考试后即可获得： 黄金服务认证徽章 (CGSP) Employee who completes the Guest Service Gold Training Pr

29、ogram or an equivalent training program offered by the property is eligible to become a Certified Guest Service Professional (CGSP).,黄金服务Guest Service Gold企业认证 Property Certification,全体一线员工参加黄金服务课程培训并通过考试的酒店将有资格成为：认证黄金服务酒店 A property that certifies all of its line-level employees that are in contact

30、 with guests will be able to become a Certified Guest Service Property.认证黄金服务酒店将获得美国饭店协会教育学院的授牌。酒店可将授牌置于酒店大堂或前台,向客人展示酒店对于追求卓越服务的承诺。 The property will receive a plaque to proudly display in their lobby/front desk area for guest to recognize their commitment to providing exceptional guest service.,Gue

31、st Service Gold全球第一家黄金服务认证酒店 Nickelodeon Suites Resort,苹果手机软件 iPhone App,Hospitality i-coach (免费）随身携带的酒店管理“大师”摇一摇即可随时获得实用的酒店运营管理小贴士Gives you access to hundreds of quick tips related to on-the-job tasks and guest service in the hospitality industry 前台 Front Desk 客房 Housekeeping 餐饮 FB 工程 Engineering 领

32、导力 Leadership,网络学习课程Online Learning Course,总经理培训课程 （GM101）前台经理网络互动式课程 Front Desk Manager online courses酒店安防培训 Eye on Awareness收银培训 Cashier training网络安全 Network security博彩运营 Gaming operations一线服务技能 (TRAC) Train, Retain, Assess, Certify,培训师发展课程Trainer Development Program,为发展部门培训师专门设计的课程，内容包括:Designed

33、to develop trainers at the department level. Includes: 有效的培训 Effective training 理解工作细分和技能表现 Understanding job breakdown and skills performance 理解学习的过程 Understanding the learning process 可作为酒店部门培训师(CHDT)的学习材料 Study materials for the Certified Hospitality Department Trainer exam,酒店业领导力课程Leading in Hos

34、pitality,领导者 vs 管理者 Leading versus managing积极的领导力特征和行为Positive leadership traits and behaviors创造获得客户及员工满意的文化Culture that achieves employee satisfaction, and customer satisfaction领导力发展计划 Leadership development plan,所有培训都应获得All Training Should Lead to,职业认证Professional Certification,什么是职业认证? What is Pr

35、ofessional Certification?崇高的职业荣誉 Distinction of Excellence行业标准 The Standard for the Industry 优秀职业能力的证明 Acknowledgement of skills and competencies required to succeed in your position,您为何要获得认证？ Why should you certify?胜任工作的证明 Validation of position自我提升与激励 Self improvement & motivation获得客人、同事和雇主的认可 Rec

36、ognition树立自信及荣誉 Builder of pride & self-esteem,职业认证Professional Certification,培训与认证的益处Benefits of Training and Certification,培训体系提供持续不断的培训,44,培训与认证的益处Benefits of Training and Certification,Training System Providing Continuous Ongoing Training,总经理 Executive Level部门总监Department Heads部门经理Managers主管 Sup

37、ervisors员工 Line,超过20种职业认证Over 20 Professional Certifications,使用EI职业认证的酒店集团Industry Leaders Using Our Certifications,凯悦酒店集团 - Hyatt Hotels洲际酒店集团 - InterContinental Hotels Group万豪酒店集团 - Marriott 温德姆酒店集团 - Wyndham Worldwide精选酒店集团 - Choice Hotels最佳西方酒店集团 - Best Western International,总经理,部门总监,部门经理,部门主管,一

38、线员工,特殊认证,职业认证 Professional Certification,48,职业认证 Levels of Professional Certifications,49,徽章样本Lapel Pin Samples,认证房务总监,认证销售经理,认证培训师,认证饭店业教育导师,认证前台接待员,黄金服务认证,认证酒店主管,认证酒店总经理,认证流程Certification Process,1.,4.,3.,2.,酒店总经理级Executive Level,适用于酒店总经理、酒店业主或酒店管理集团高管 General Manager, Owner/ Operator and Corporat

39、e Executives符合申请资质要求的申请人 Qualified experience完善的学习材料 Comprehensive study materials and exam,认证酒店总经理 CHACertified Hotel Administrator (CHA),CHA 考试指南 CHA Exam Preparation Booklet 学习材料 Resource materials (CD) 辅助资源 Additional Resources在线复习课程 Online Review Session在线自测工具 Online Assessment Tool,模拟试题Exam Qu

40、estions,在线测评工具Online Assessment Tool,测评反馈Feedback,在线测评工具Online Assessment Tool,表现报告Performance Report,在线测评工具 Online Assessment Tool,酒店部门总监级Department Head Level,适用于房务总监、餐饮总监、工程总监、客房部总监 Departmental Executives for Rooms, Food & Beverage, Engineering, Security, Housekeeping符合条件的申请人 Qualified Experienc

41、e完善的学习资料 Comprehensive study materials and exam,酒店经理级Managers,适用于酒店收益经理和销售经理 Departmental Executives for Revenue Manager, Sales Professional符合条件的申请人 Qualified Experience完善的学习资料 Comprehensive study material and exam,酒店主管级Supervisors,适用于酒店所有部门的主管Supervisors for all hotel departments必须符合申请条件 Qualified

42、Experience可参加酒店督导培训 Supervisory Skill Builders training,认证酒店主管（CHS）Supervisor,酒店督导培训（SSB) 内容涵盖酒店主管所必须掌握的9种能力：Supervisory Skill Builders（SSB）Study material for the for CHS. Topics include: 主管须知 You as a Supervisor 领导力 Leadership 时间管理 Time Management 有效沟通 Effective Communication 提高员工表现 Improving Emplo

43、yee Performance 处理问题及矛盾 Handling Problems & Conflict 员工培训 Staffing & Scheduling 招聘及工作计划 Recruitment and work plan,认证岗位包括前台、客房及餐饮部的一线岗位Certification designations for Guest Services, Housekeeping, and Food and Beverage申请人必须正在申请认证岗位就职 Current employment in the hospitality industry,服务技能认证Hospitality Ski

44、lls Certification,服务技能认证Hospitality Skills Certification,Train, Retain, Assess, Certify (TRAC)一线员工认证的学习材料包括:Study resource for the line designations, includes: 培训师指南Trainers Guide 学员手册 Employee Reference Guide 认证 Certification,培训师认证Trainer Certifications,Certified Hospitality Trainer（CHT）认证酒店培训师,Cer

45、tified Hospitality Department Trainer （CHDT）认证酒店部门培训师,认证酒店培训师Certified Hospitality Trainer (CHT),适用于酒店或酒店集团的培训经理 For the property or corporate trainer为培训部门培训师而设计 Designed to develop trainers at the department level拥有设计及实施培训项目的专业能力 Acknowledges the ability to design and implement training programs,认证

46、酒店部门培训师Certified Hospitality Department Trainer (CHDT),为需要培训一线员工的部门培训师而设计 Is aimed at line and supervisory employees with training responsibilities提高部门培训师的专业水准 Adds a level of professionalism to the departmental trainers role为员工验证自己的专业水平提供了机会 Provides an opportunity for employees to validate their skills,培训路径方案Training Path,个人职业发展路径Personal Career Planning,前台主管Front Desk Supervisor,酒店总经理General Manager,房务部总监Rooms Director,前台接待员Reception,THANK YOU,