Dear Colleagues, Attracting and keeping the best talent is of paramount concern to successful organizations regardless of industry, as it sustains both their present and future business growth. Training and development opportunities are the foundation of engaging your team to deliver the highest level of customer service. Whether your aim is to develop a future leader, build team cohesiveness or be exposed to the best industry practices - Leading Learning Institute (LLI) is pleased to offer training options to address all of the above! Enclosed is the 2013 LLI Training Calendar, which extends to member hotels access to training options specific to the needs of the luxury hotel segment. LLI offers a blended approach to training comprised of three components: • eCornell - offering the best Ivy League curriculum via an online platform • In-Class Courses - offering face-to-face instruction • Regional Learning Workshops - offering leadership training to hotel managers and department heads There are several new courses included in the 2013 calendar, adding value to the existing group of core courses. They include: • • • • • Professional Presentation Skills Professional Up-Selling in Food & Beverage Fundamentals of Hotel Sales Advanced Leadership Management Reporting: Systems and Strategies 2013 is just around the corner. Is your team prepared to execute your business at the highest level? I invite you to join Leading Learning Institute to address the training needs of your hotel, as well as the engagement of your most valuable resources, your employees. With kind regards, Lisa James Director, Leading Learning Institute The Leading Hotels of the World, Ltd. For inquiries on how to register your hotel to participate in the training offered, please contact us. Lisa James Director, Leading Learning Institute The Leading Hotels of the World, Ltd. 485 Lexington Avenue, Suite 401 New York, NY 10017 United States of America Telephone: (+1) 212 515-5666 Facsimile: (+1) 212 515-5749 E-Mail: ljames@lhw.com Robert Brunn Associate Manager, Leading Learning Institute The Leading Hotels of the World, Ltd. 485 Lexington Avenue, Suite 401 New York, NY 10017 United States of America Telephone: (+1) 212 515-5814 Facsimile: (+1) 212 515-5749 E-Mail: rbrunn@lhw.com Through our partnership with eCornell, LLI is excited to offer over 100 online courses for our colleagues to enhance skills necessary for personal career growth. Certificate track programs with MBA-level content are available in more than 20 fields of study. eCornell courses are designed to be engaging and practical so you can readily apply what you’ve learned on the job. Most courses take approximately five-six hours to complete at your own pace, over a two-week period. LLI member hotels have complimentary access to four seats each year through eCornell. Additional seats may be purchased at a cost of USD395. Hotels that are not members of LLI may also have access to eCornell at a cost of USD535 per seat. Course topics include: Financial Management Mastering the Time Value of Money Making Capital Investment Decisions Understanding Financial Statements Hospitality and Foodservice Management Managing Strategic Change Restaurant Revenue Management-4 courses Hotel Revenue Management-5 courses Non-Traditional Revenue Management Human Resource Management Leadership and Strategic Management Management Essentials Organizational Culture and Work/Life Balance Human Resources Leadership Employee Engagement Aligning HR Strategy with Organizational Strategy Developing an Agenda for Change Strategic Thinking Negotiating Support & Buying for Your Agenda Understanding Pay-for-Performance Understanding Team Dynamics Facilitating Group Decisions Creating Service Cultures Leading People to Higher Performance Marketing Applied Marketing Strategy and Decision-Making Tools Distribution Strategy and International Marketing Project Leadership and Design Introduction to Project Leadership Earned Value Management Influence without Authority “This course has had the most impact on my outlook for the role that I have to play and how to get the desired results. No course has affected my outlook as much as this. Old dog learning a new trick.” Student from Human Resources Leadership course “I was surprised and pleased by how vigorous the testing was, and how much research material was provided.” Student from Marketing Fundamentals for the Hospitality Industry course For full details concerning eCornell courses available via LLI please visit our webpage at www.ecornell.com/lli eCornell Certificate Programs Certificate programs are also available from eCornell. Certificates vary in length, and are available in fields such as Executive Leadership, Business Leadership and in Foodservice Management. New in 2012, is the certificate in Advanced Revenue Management which has been especially popular with Revenue and Reservations Managers. Empower your emerging leaders today! For more details please visit www.ecornell.com/lli IN-CLASS COURSES For some, there is simply no substitute for the atmosphere provided by a classroom setting highlighted by face-to-face engagement with an instructor and classmates. Our instructors are industry experts with years of vital experience who have pioneered new techniques for optimal service delivery in the luxury hospitality industry. Students will be immersed in their course topic. With challenging curricula and practical exercises to reinforce what has been learned, LLI courses instill the knowledge and confidence your staff needs to perform to their highest potential. Demonstrate your commitment to your staff and customers today by registering for an in-class LLI course! Revenue Maximization Length Revenue Management Concepts Level 1 Upon completion of this course, the participants will be able to: • Create a unifying RM culture and define RM – history, best practices, systems, and measurement • Identify market segmentation categories and its role in RM • Explain dynamic pricing, and the necessity and impact of flexible pricing • Summarize the reasons and the processes for accurate forecasting and its impact • Communicate RM tactics and apply these tools by identifying ways to improve current practices • Compare different client channels and describe how to maximize each channel’s revenue 2 Days Location Stockholm Amsterdam Frankfurt Mexico City Dates May 13-14 June 11-12 July 8-9 September 23-24 Cost LLI:DDR* Non-LLI: USD795 “I was very excited for this training since I am looking to direct my career path towards RM (Revenue Management). This training was excellent and I would encourage my co-workers to attend in the future.” – LLI course participant testimonial Applied Revenue Management Level 2 Pre-course work is required and students must bring a laptop with them to this course. This course is offered by IDeaS and demonstrates advanced techniques for manual Revenue Management which is incorporated in their proprietary Revenue Management software. Through a case study/sample hotel, Revenue Managers will learn to apply techniques to their “simulated” hotel and understand the impact and considerations. The participants will: • Be able to incorporate learning back at their Hotels • Be better able to apply advanced RM techniques • Understand the impact that decisions can have on performance of their hotel 3 Days Stockholm Frankfurt Mexico City Dublin May 15-17 July 10-12 September 25-27 November 19-21 LLI:DDR* Non-LLI: USD1,195 1 Day Amsterdam Johannesburg Miami London NYC April 19 May 16 June 03 September 6 October 17 LLI:DDR* Non-LLI: USD495 * Hotels using an automated revenue management system will not benefit from attending this class Professional Up-Selling in Food Beverage (From Order Taker to Order Maker) This training is targeted to employees with direct guest contact working in the Food & Beverage areas of the hotel. Participants will learn to effectively identify the needs of the customer, thus become more skilled in successfully selling and up-selling. They will be taught sales opportunities more quickly and will increase their sales by applying suggestive selling techniques which in turn increases revenue. This training also identifies methods to pro-actively prevent complaints as well as identify ways of communicating positively with difficult customers! *DDR- Daily Delegate Rate that covers the cost of the venue rental, coffee breaks, lunch break, a/v equipments, and other associated costs. Professional Up-Selling in Reservations This training is for employees from Reservations or Front Office who have a solid background in reservation sales. This course will give the participant tools that will assist in securing a higher conversion of inquires into bookings. Participants will be introduced to the latest methods in alternative selling techniques. Through the course of the seminar, they will be able to develop these skills in order to implement immediately back at work. 1 Day Nice NYC Madrid Amsterdam April 03 May 31 July 19 October 01 LLI:DDR* Non-LLI: USD495 “I have seen how the Reservations Office has a big influence on the revenues the hotel generates with every call we take. I learned strategies and tactics for up-selling, but the most importantly, in my opinion, is how much we can learn from each other!” – LLI course participant testimonial Sales Length Location Effective Negotiation Skills Participants will learn communication techniques to effectively and confidently manage and win price negotiations with customers, as well as how to define a strategy which will enable them to behave more confidently in difficult situations. They will also learn the how to strategically and competently manage contract negotiation with existing customers or new accounts. 2 Days London Miami Frankfurt Lausanne May 29-30 July 8-9 August 29-30 December 5-6 LLI:DDR* Non-LLI: USD795 Fundamentals of Hotel Sales This training is designed for new members, or potential new members, of a sales team who are being developed to join the hotel’s field sales force. Participants will be shown techniques required to represent their hotel with a customer-focused viewpoint. They will be taught the principles of the market, different sales segments, and how to approach new sales responsibilities. Additionally they will be introduced to the foundations of effective selling techniques and how to apply them during their day-to-day contact with prospects and customers. 1 Day Rome Zurich Miami Amsterdam Sao Paulo April 17 July 01 October 04 October 31 November 4 LLI:DDR* Non-LLI: USD495 Professional Development Professional Presentation Skills Participants will learn how to present their point of view convincingly in a group situation. They will learn the basic principles of public speaking (applying voice, choice of language and personality), and techniques to reduce inhibitions when speaking publicly. The delegate will understand how to set goals for a presentation, and prepare a creative and stunning presentation. The training sessions will enable participants to utilize various presentation techniques and to make convincing, off-the-cuff presentations to a variety of audiences. Length 2 Days Location Paris NYC Johannesburg Beirut Geneva Dates Dates March 26-27 April 24-25 May 14-15 October 23-24 November 25-26 *DDR- Daily Delegate Rate that covers the cost of the venue rental, coffee breaks, lunch break, a/v equipments, and other associated costs. Cost Cost LLI:DDR* Non-LLI: USD795 Essentials of Leadership Discover what makes a great leader, own leadership strengths and weaknesses, and gain insights into team members to use the best leadership styles. You will better ensure that your team efforts support the overall strategy and mission toward the realization of the vision. You will realize that you determine the “working environment” by how you treat, delegate to, empower and communicate with your team members. Designed for employees in managerial positions without formal leadership training. 2 Days Lausanne Amsterdam Marbella June 27-28 September 2-3 November 4-5 LLI:DDR* Non-LLI: USD795 Advanced Leadership Connecting the company’s vision and mission to your leadership objectives, setting up responsibilities in your team, defining project work to encourage motivation, empowerment of team members, setting annual goals for each employee. 2 Days Washington DC London NYC March 27-28 April 23-24 July 10-11 LLI:DDR* Non-LLI: USD795 Leading Service Delivery Delivering world class service to your guests is the cornerstone of luxury hospitality. Are you prepared to lead your team to do so? This course takes a bi-level training approach to creating a world class service culture in your hotel by offering training for both the leadership and line level employees. This program is conducted in two parts. Day 1, is a full day of training, and is designed for attendance by management level employees. Day 2, is delivered in two half-day sessions, and is intended for non-management staff. The content delivered in the two half-day sessions is identical, so each employee would only need to attend one of the sessions. 2 Days Geneva March 18, 19 LLI:DDR* Non-LLI: True Colors This session focuses on the business aspects of emotional intelligence, identifying core preferences based on your talents and strengths. We will look at what energizes you, how you make decisions, and how you relate to others. By identifying your blind spots / opportunities, “True Colors” will reveal ways to be more strategic, and the best approach to creating the outcomes you want. 1 Day Day 1 Mgr+Dept USD795 Day 1+1/2 Day2 295 Day 2 1/2 Day Day 2 Line Level employees Lausanne Madrid NYC April 26 June 18 October 4 *DDR- Daily Delegate Rate that covers the cost of the venue rental, coffee breaks, lunch break, a/v equipments, and other associated costs. LLI:DDR* Non-LLI: USD495 REGIONAL LEARNING WORKSHOPS This two-day management development workshop is a learning event designed to introduce hotel managers and department heads to new ways of looking at how they achieve results. Workshop participants will be exposed to new methods of capturing their best effort, and that of the people they lead. They will gain skills to better manage their direct reports, as well as the many projects that fall under their responsibility. Improving skills needed to navigate our current work environment is a key aspect of effectively managing and achieving extraordinary results. Location Dates Cost Europe June 2013 LLI:DDR* USA September 2013 Non-LLI: USD1,300/person TESTIMONIAL Dominic Ladet, Corporate Director of Sales & Marketing, Fasano Group said: “Participating in LLI’s Regional Learning Workshop in São Paulo, was definitely one of the year’s highlights for me and my team. The content was carefully studied to suit the needs of the high-ranking professionals that attended. LLI’s training provided the attendees with a brand new concept of how to map your team’s behavioral aspects, allowing each leader to better disseminate this knowledge down through its collaborators.” Emmy Stoel, Acting General Manager, Hotel Okura Amsterdam said: “It was a pleasure for me to attend this workshop. It was very motivational and an excellent opportunity to enlarge your network within Leading Hotels of the World. As a participant of Leading Learning Institute it was even more attractive to join this workshop. The sessions True Color, Employee Engagement, Development in Place and How Great Leaders Inspire gave in-depth insights on how to compile and keep a well performing team.” *DDR- Daily Delegate Rate that covers the cost of the venue rental, coffee breaks, lunch break, a/v equipments, and other associated costs.