Home  Educational Programs
ARDA's Education and Training Resources
In
addition to our independent study courses, ARDA has partnered with
AH&LA to offer videos, textbooks and CD-ROMs on all aspects of the
hospitality industry. Spanish and language-free versions available
where noted.
Quality Service and Management
General Management
Housekeeping
Maintenance
Risk Management
Human Resources
Order Form
Quality Service
and Management
Delivering
Quality Guest Service (Video)
Set your property apart
from the competition with simple practices described in this video. Your
staff will learn how to; anticipate, meet, and exceed the unique
expectations of your guests; take personal responsibility for solving
guests' problem; spot service problems, provide feedback to management,
and actively participate in solutions; assist co-workers in providing
quality service to guests. 20 minutes, also available in
Spanish and Korean.
ADA: Breaking
Down Barriers: Achieving Great Service for Guests with Disabilities
(Video)
Build the necessary
skills and awareness needed to deliver good service to guests who have
disabilities with a new video-based program. Legal factors, revenue
interests ans some physical compliance issues are aslo discussed to
round out the training. 25 minutes.
Hosting
International Guests (Video)
Tap into the boom created
by world travelers! This video helps you build a strong repeat business
by making international guests feel at home. Your employees get clear
guide-lines for delivering world-class hospitality, including how to:
handle common situations successfully-from exchanging currency to
suggesting appropriate foods; avoid embarrassment by using the correct
words, gestures, and attitudes that communicate hospitality across
cultures; overcome language barriers with signs and symbols. 18
minutes.
Telephone Skills:
Basics and Beyond (Video)
Watch your property's
reputation for excellence grow every time the phone rings! You'll see
immediate results from your entire staff from this video, including:
faster, more efficient service; fewer mistakes and delays; courteous,
smooth handling of conflicts; personal attention to every caller's
needs; how to avoid common telephone annoyances; calming irate callers;
projecting a better personal and professional image over the phone;
taking proper messages, transferring calls, and placing callers on hold.
Loaded with practical how-to information! 28 minutes.
General
Management
Hospitality
Today: An Introduction, Fifth Edition (Book)
The fifth edition of this
EI best seller now features more than 100 full-color photos and
illustrations throughout to better highlight the appeal of the
hospitality industry. New examples, exhibits, and industry statistics
provide readers with the most up-to-date information on the hospitality
industry, including an overview of today's hot issues and an
introduction to the wide spectrum of opportunities available in this
field.
Resort
Condominium and Vacation Ownership Management: A Hospitality Perspective
(Book)
Discover the
fastest-growing segment of the lodging industry with this
first-of-its-kind book. A must for all CVO professionals, the scope of
this publication encompasses the importance of hospitality to successful
resort condominium operations while covering: The relationship of
managers to owners, boards, and guests; unique staffing challenges;
accounting differences in this non-traditional operation; balancing the
interests of owners and guests.
Case Studies in
Condominium/Vacation Ownership Management (Book)
Professionals in
condominium/vacation ownership have contributed to this anthology of
real-world case studies to provide supervisors and managers an
opportunity to profit from the experience of others. Great preparation
for handling situations on the job.
InglÉs sin
Barreras: InglÉs para HotelerÍa y Turismo
(English without Barriers: English for Hotels and Tourism) (Video,
workbooks and dictionaries)
English-language learning
program for Spanish-speaking employees focuses on common words and
phrases used in the hospitality industry. Employees learn job-specific
English to help them perform tasks, interact with guests and co-workers,
and understand training instructions. Training package includes: one
video, three study workbooks (for group training) and three
Spanish-English dictionaries.
Housekeeping and
Maintenance
Managing
Housekeeping Operations - Second Edition (Book)
This is the book that
makes it easier for today's housekeeping executives to stay on top of
day-to-day demands. Loaded with ideas that will save time and money in
every aspect of housekeeping management, it offers case studies and
proven tips from housekeeping pros as well as a valuable technical guide
with step-by-step cleaning procedures. Explains how to: recruit, hire,
orient, train, schedule, motivate, and discipline employees; plan and
control inventories, expenses, and security; effectively oversee an
on-premises laundry; ensure quality in cleaning every area of the hotel;
properly handle chemicals and comply with OSHA standards - includes a
sample comprehensive Hazard Communication Plan.
World Trainer:
Houseperson (Video)
Lobbies, elevators,
meeting rooms, and public space in your hotel can decide a potential
guest in favor of - or against - staying at your property. Train your
housekeeping staff to keep these areas looking great with this
language-free video. Using positive modeling and other on-screen
techniques, this language- free video demonstrates: housekeeping support
tasks such as providing amenities to guestrooms, removing soiled linens,
and restocking supply rooms; cleaning the lobby and safe techniques for
cleaning elevators; meeting-room set-up and tear-down; make a positive
first impression with a property that sparkles from front door to guest
room! 27 minutes.
World Trainer:
Extended Stay Guestroom Cleaning (Video)
With the addition of a
kitchen to the standard room plan coupled with the expanded length of
stay, the realm of responsibilities has significantly changed for
housekeepers in this market. Your housekeeping staff will be educated on
the difference between Light Touch, Full, and Check-out cleaning, as
well as proper kitching cleaning and sanitation. 34
minutes.
World Trainer:
Laundry (Video)
Nothing is more important
to a guest than a clean, comfortable bed and clean towels in the
bathroom - nothing. That's why it's crucial that laundry staff
understand their training, no matter what language they speak. This
language-free video uses the same techniques as other World Trainer
videos to demonstrate: how to sort laundry according to color, use,
stains, etc.; safe ways to handle laundry chemicals; the correct way to
operate machines to avoid injury and damage to laundry; make your
guests' top concern your top training concern! 13 minutes.
World Trainer:
Floor Care (Video)
Competent floor care
doesn't just affect how your property looks. It has an economic and
legal impact, as well. Don't take a chance on misunderstood training.
This language-free video uses visual techniques (augmented with music
and sound effects) to demonstrate floor care practices like: cleaning
carpeted, tiled, wood, and marble surfaces; how staff members can avoid
injury to themselves and guests; ways to lengthen the life of costly
carpets and floors. Protect your property from slip-and-fall accidents
by keeping floors in great shape! 26 minutes.
Maintenance
Quality Guestroom
Maintenance (Video)
You'll save money and
keep rooms guest-ready with the practical how-to information in this
video. Offers step-by-step guidelines for repairing faucets, torn
wallpaper, damaged drywall, leaking toilets, and more! Discover ways to
help: identify and correct problems quickly; minimize liability by
maintaining a safe and secure environment; prevent minor flaws from
developing into time-consuming, expensive emergencies. Includes Video
Training Guide. 28 minutes. Available in Spanish.
Full Access:
Making Your Property ADA Compliant (Video)
This video-based program
is designed to alert and educate lodging managers, engineers, and staff
to physical access issues related to the ADA, along with potential
remedies. It also discusses the legal concept of "reasonable care."
Includes Companion Guide.
19 minutes.
Risk
Management
World Trainer:
Security Awareness (Video)
Security is every
employee's responsibility. This language-free video builds service
consistency as all employees receive the same message. The video uses
demonstrations, sound effects icons and graphics to show employees how
to look for security problems and how to safely handle security
incidents. 15 minutes.
Planning for
Emergencies (Video)
Helps hotel managers and
supervisors limit the impact of emergency situations. This video covers
how to: avoid legal problems by writing a usable, practical emergency
plan; ensure safety and promote positive guest relations by preparing
employees; involve all employees in identifying and correcting hazardous
situations. Includes Planners Guide. 25 minutes. Also available in
Spanish.
Safety and
Security: Everyone's Job (Video)
Put all staff members on
your security team with this video. Help them spot and prevent potential
problems. Clearly demonstrates ways to tactfully question suspicious
people, eliminate possible hazards, handle guest injuries calmly and
compile vital reports. Includes Manager's Guide and Employee's
Manual. 18 minutes.
Addressing
Workplace Violence in the Lodging Industry (Video)
Workplace violence affects everyone and every business. Train your staff
to identify risks of workplace violence and the proper way to respond to
it with this video. Includes Companion Guide. 15 minutes.
Available in Spanish.
Human
Resources
Managing
Hospitality Human Resources - Third Edition (Book)
As employees continue to
struggle with filling positions in a tight labor market, the role of the
human resources manager becomes even more crucial. This revised edition
has been updated with new case studies, Internet exhibits and Web links.
There is a greater emphasis on legal issues including ADA and OSHA
regulations, and a new focus on corporate/organization culture.
International
Human Resource Management in the Hospitality Industry
(Book)
An international group of
authors creates a mosaic of hospitality human resource practices
throughout the world in this unique book. This global exploration of
today's key human resource issues includes: recruitment and selection,
legal and political environments, societal work values, corporate
cultures, and training practices. Featured countries are: China, Egypt,
France, Greece, Ireland, Israel, Jamaica, Kenya, Lebanon, Malta,
Mauritius, Mexico, Netherlands, Romania, Russia, Scotland, South Korea,
Switzerland, Turkey, and the United States.
Recruiting and
Interviewing (CD-ROM or Video)
Build a bright, diverse,
and capable staff through techniques presented in this program,
available in CD-ROM or video. First you'll gather the information you
need for successful recruiting and interviewing. Next, through a
virtual, highly interactive workshop, you'll actually use the
information to practice your skills in: using aggressive approaches to
finding the best applicants; writing the right recruiting message to
attract dependable associates from diverse areas of the population;
writing job descriptions, conducting interviews, and making the right
hiring decision.
16 minutes.
Retention and
Motivation (CD-ROM or Video)
Once you've assembled a
great team, here's how to keep them motivated and happy to be working at
your property. Available in CD-ROM or video-- is an excellent tool in
fighting turnover. You'll learn turnover projections for the future,
reasons employees leave, strategies for retaining the best and brightest
and tips to motivate associates in pursuing a continuing career with
your organization.
21 minutes.
Personal Grooming
(Video)
Makes it easy to say what
must be said. Straightforward. Entertaining. From funky jewelry to bad
breath, wild hair to loud makeup - you can say goodbye to
embarrassments. This video helps employees feel good about themselves
and look sharp.
10 minutes.
Firing: The Right
Way (Video)
Reduce tension and minimize confrontation as you confidently
and carefully handle a termination. This video helps you: reduce the
risk of wrongful dismissal litigation; stay in control of the emotional
side of dismissals - both on the part of the manager and the employee;
pick the most appropriate time and location for terminating a staff
person's employment; handle a termination session with a minimum of hard
feelings and a hopeful eye to the future. Includes Viewer's
Guide. 20 minutes.
Email Darla
Zanini to get more details or download
the order
form.
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