professional training and developement 2013
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The 2013 Professional Training and Development EbrochureTRANSCRIPT
Professional
Development
Programmes
Consulting Services
Business
Benchmarking
Needs-Assessments
Tailor-made
programmes
Executive
Development
Professional Training
and Development
ANNUAL TRAINING PORTFOLIO
2013
Improving Business Performance Through
CO
NTE
NTS
1. Professional Training and Development
2. Vision and Mission
3. Training Services
4. Consulting Services
5. Training Methodology & Certification
6. Meet the Training Team
7. Associations
Partial List of Key Clients
Speed, change and
innovat ion are
hallmarks of society
t o d a y , T h e
Professional Training
& Development
d e p a r t m e n t
complements our
strong vocational
education faculty.
Employers are able
to draw on an
e x p e r i e n c e d
i n te rd i s c i p l i na ry
team with strong
regional knowledge,
with a commitment
to excellence.
Ron Hilvert
Managing Director and
Founder, Emirates
Academy of Hospitality
Management
The Professional Training and Development of The Emirates Academy of
Hospitality Management offers you the opportunity of professional development through our collection of short
courses. The Professional Training and Development
Department provides an impressive range of training, consulting, and research services. Our
experienced multilingual facilitators deliver programmes for a large number of organizations,
private and public, and across all industries.
Our hospitality and service-focused, training programmes, are designed to enhance your ability to effectively communicate with guests/clients, on the phone and face-to-face
on a daily basis; deliver excellent service consistently; stay highly motivated in a challenging,
ever demanding environment.
The Academy can take your service to another level by encouraging your team to think outside the box and create their own WOW effects. In our training
programmes, we often include visits to our five-star family properties in Dubai, including the Burj Al Arab and the Madinat
Jumeirah; so that programme participants can experience their high level of service, first hand.
Whether you read this as an individual interested in personal learning and growth, or as a business leader seeking to enhance the
effectiveness of your people or address specific challenges and opportunities, we are likely to have the resources to assist you. For a fuller description of our services, please visit our website: http://
www.emiratesacademy.edu/Professional-Services/Professional-Training-and-Development/ or contact us directly to discuss your specific
requirements, at +971 4 315 5101 to speak with Celeste Pagunsan.
We look forward to broadening and strengthening our partnerships in
the industry, and to working with you for your continued growth and
future success in these dynamic and exciting times.
Professional Training & Development 1
We succeed by helping organisations bring the best out of their talent
to achieve win-win outcomes for the organisation and the individuals;
and by supporting individuals to help them realize their potential and
achieve their personal goals. As well as providing effective business
and human capital solutions.
Integrity: We act honestly, sincerely and ethically at all times
Responsibility: We take responsibility, hold ourselves accountable for
our actions, and show full commitment
Passion: We are responsive, enthusiastic and energetic in everything
we do
Relationships: We succeed by building mutually beneficial
relationships with the people we work with
Continuous Growth: We believe in continuous improvement and in
encouraging self-awareness and feedback.
The Emirates Academy of Hospitality Management is well equipped with
excellent facilities. Centrally located in the heart of Dubai's hospitality
haven, our facilities are also suitable for any professional or business-
related event and it includes state-of-the-art meeting rooms and
attractive banquet rooms.
The history of The Academy already includes a remarkable list of
successful events such as the launch of the Middle East Food Industry
Data Book, Nestle Cooking Events, the award ceremony of the Sheikh
Mohammed Centre for Cultural Understanding, to name a few. Guest
lecturers to The Academy have included such renowned figures as
Michel Roux, Ken Hom and Gary Rhodes.
Our Vision
Our Mission
Our Offices
Our Vision & Mission 2
The programmes of the Professional Training and Development
department have been written and are constantly updated in accordance
with the most current international business practices and principles. Our
programmes draw from experience, research, and the individually
assessed needs of our clients.
Our public training programmes are available to all applicants from any
business sector. The added bonus of our on-site delivery allows the
participants to devote their undivided attention to their professional
development away from their place of work and share experience with
people from other companies as well as gain insight to common problems.
The Professional Training and Development Programmes cover a number
of different topics;
Human Resources Management
Project Management
Leadership and Management
Rooms Division Programmes
Customer Service and Guest Relations
Sales and Marketing
Financial Management Courses
Information Technology
Food and Beverage Management and Service
Business English
Interpersonal Skills and Self-Development
Administrative Courses
Public Training
Programmes
“We have worked
with The Academy
f o r m a n y
programmes for
our associates and
we have found
t h e m t r u l y
i n s p i r a t i o n a l ,
helping our team
open their minds to
the hotel world. We
are happy with the
results achieved
and proud to have
the Academy as
our partner for
p e o p l e / t a l e n t
development.”
Bernard Micallef, GM
Donbass Palace,
Ukraine; “Leading
Hotels of the World”
Training Services 3
The Language Centre of The Emirates Academy of Hospitality
Management is the first in the region to offer language courses
specifically aimed at the hospitality industry. Classes are held at the
campus in our beautiful, modern and comfortable classrooms. The aim
is to make learning a new language enjoyable and educational, so that
you will be more inclined to continue to develop it and allow it to
enhance your career.
Multi-lingual employees hold a distinct advantage in their ability to
communicate with industry professionals from other countries. We can
assist you to master English (as the international language), but also
allow you to “break the ice” by addressing a colleague or client in his
native tongue.
We offer courses in:
Arabic, English as a
Second Language,
German, Russian,
French, Spanish and
Mandarin.
The Language
Center
“Airways Hotel uses a number of
international training institutions
throughout the world for assistance with
our extensive training programmes. The
Academy has certainly been a standout
institution amongst them with the
quality of course content, willingness to
adapt programmes, value for money &
professionalism of the facilitators. It is,
however, the attitude of cooperation
and professional friendliness that really
does set The Emirates Academy apart.
We look forward to continuing our
training programme for many years to
come.”
Kevin Yaxley, General Manager,
Airways Hotel, Papua New Guinea
Global awareness of the value of effective Human Resources practices
including Training, in helping organisations meet their strategic
objectives, is increasing.
In the rapidly growing Middle East region, the battle to attract, retain and develop talent is getting tougher. Gone are the days when
employers could fly in cadres of skilled and trained people; more attention has to be placed in areas such as Learning & Development,
Performance Management, Talent Management and Rewards and
Remuneration.
Our team within the Training and Development Division of The Emirates
Academy of Hospitality Management is equipped to help clients with a
wide range of human resources areas that span the employee life cycle.
Our core competence is built on our experience within the hospitality
industry and many of our resources have been successfully applied in
other industries.
We help clients establish all aspects of HR, including pre-opening HR
support, assisting with Strategic Human Resources Management and
providing Organisational Development interventions. Our Training
solutions are also broad and varied, including Executive Development,
Team Building, Leadership and Management Skills, Customer Service,
and the functional areas such as Marketing, Human Resources, Finance,
Corporate Social Responsibility, Revenue Management, Rooms Division,
Food and Beverage operations and Career Transitions.
We run public professional development workshops and tailored
programmes for individual clients. All courses are delivered at The
Emirates Academy of Hospitality Management, however programmes
can be delivered at your location (in the UAE or aboard) if this better
suits your needs. Programmes delivered on campus can also be
residential as studio accommodation is available.
In Company
Training
Programmes
Training Services ..continued
We believe that the success of our clients will make us successful.
We Promise:
Solutions based on a combination of industry expertise and innovative
& creative ideas.
Tailor made courses to solve your individual business needs.
Committed collaboration between our team and you to develop
effective solutions.
To provide inspiration to encourage the client to participate in the
process.
We provide support throughout the assessment of needs, the
development of solutions and the implementation of these.
To add value to your organization by enhancing the knowledge and
skills of your colleagues.
To help you achieve your goals.
Our Promise
An organisation that develops customized training for its associates based
on a needs analysis particular to its business objectives and current operation will see its overall profitability increase as a result. We work
with companies to identify their training needs and use a systematic and
original approach to solve both existing and potential issues.
Our level of involvement depends on the scope of the problems and the clients demands. The solution may range anywhere from simple counsel
and recommendations to the design of comprehensive systems for the client. The Department also evaluates and re-designs existing systems to
best match individual client needs.
After agreeing to the scope of the project, the assessment begins by
identifying the clients true “need” by looking at the gap between what is currently in place and what is needed. Gaps can include discrepancies/
differences between:
The companies expectations and what actually happens
Current and desired job performance
Existing and desired competencies and skills
Our team of consultants works with staff to collect facts and data, which is analysed to identify the best/most practical solutions. And we work on
creating and delivering personalized programs and templates based on the conclusions. We go one step further by working with the organizations
own training personnel to empower them to deliver the same programs in-house in the future for subsequent new staff. The range of services
includes;
Job analysis and evaluations
Personnel Standards and Procedures
Manpower Planning and Organization
Compensation, Salary and Benefits Surveys
Competency Frameworks, includes Models and Definitions
Human
Resources
Management
The Emirates
Academy is one of
our most trusted
external training
providers. They are
informative and
worth the
investment. The
trainers are highly
qualified and have
an in-depth
knowledge of the
subjects.
They have been and
will always be a part
of our training plan.
We value our
associates’
development and
we are pleased we
found a reliable
institution that can
support us.
Jergen Arnade,
Personnel Mgr.
Anantara Desert
Islands Resort & Spa,
Abu Dhabi
4 Consulting Services
Performance Systems based on Competencies
Various Performance Management Systems
Reward Systems based on Performance
Organizational Reviews
Process Mapping and Structural Development
Streamlining Work Methods and Procedures
Appraisal of Key Performance Indicators
Strategic Planning and Change Management Strategies
A Balanced Scorecard of Performance Measurement
Training Needs and Competency Gap Assessments
Audit of Existing Training Efficiency and Development Functions
Career Development and Succession Planning Design
Analysis of Employee Capabilities and Potential
Work Standards and Productivity Levels
Satisfaction Surveys
Communication Strategies for Employees
Competency based Appraisals
Identifying Qualitative Performance
Indicators based on Employee Profiles
Organization
Management
Performance
Management
Strategic
Management
Training and
Employee
Development
Employee
Efficiency
Audits of Materials and Project Management
Quality Management Strategies
Maintenance Planning Strategies
Marketing Strategies
Quality Service and Sales Management Programmes
Comprehensive Customer Service Programmes
Feasibility Studies
Business and Financial Forecasting
Financial Strategies and Procedures
Industry Benchmarking Studies and Formulated Reports
Due Diligence
Financial Restructuring and Sensitivity Audits
Internal Control Systems
Budgeting Systems and Operational Manuals
Improvement
Strategies
"My experience with the Professional
Training & Development division of The
Academy has been
of professionalism, personalized focus
and engagement to ensure that our
development needs are achieved. The
courses are diverse and adapted to fit the learning needs of the participants.
The range of programmes on
offer, results in us being able to satisfy departmental needs
of our 1800 colleague strong
resort.”
Tara Jackson, Director,
Learning & Development
Jumeirah Beach Hotel
Corporate
and Financial
Investment
Sales and
Marketing
Consulting Services ..continued
We rely of a variety of training methods and
techniques. When applied these customized
methods enhance both individual and group
interaction and knowledge retention, this includes the following;
Direct Presentations and Group Debriefing
One-to-one and Group Discussions
Individual and Team exercises
Behaviour modelling and role-play
Case studies, Stimulations, and Small Projects
Video and Verbal Recording, Taping, and Playback
Self-Analysis surveys and other learning instruments
Individual Action Plans to Follow-up and Evaluate Outcomes
Most Programmes run from 9:00 am to 5:00 pm and include coffee
breaks and a buffet style lunch on-site.
The Professional Training and Development offers a number of
international certified training programmes in areas such as Finance,
Human Resources, and Food & Beverage. All participants will either
receive a Certificate of Attendance or a Professional Achievement
Certificate based on the individual programme’s successful completion.
Training
Methodology
Certification
5 Training Methodology & Certification
Karyn Williams-Sykes, MBA, CHT-Director, Professional Training & Development
Karyn holds a MBA from the University of Leicester, UK, and is a graduate
of the University of the West Indies Centre for Hotel and Tourism
Management, with a BSc in Hotel Management. Karyn has worked
extensively throughout the Caribbean hospitality industry, including The
Bahamas, Jamaica, Tobago and the Turks and Caicos Islands.
Karyn joined the Emirates Academy of Hospitality Management after 5
years as Head of Department- Hospitality Studies at the Turks and Caicos
Islands Community College. Prior to the academic stream, Karyn had
years of operations experience: a former F&B Manager; Industrial Catering
Manager; Hotel Association Executive Manager. As a direct result of her
industry experience, she has done hospitality and service training for many hotels/resorts,
including the Sandals/Beaches International chain and Club Med Turquoise. Karyn is an
American Hotel and Lodging Association Certified Hospitality Trainer and a WSET Certified
Educator.
Marina Duerrmeier-Rizzi, BSc–Training Manager
Born in Germany and having lived mainly in America and Mexico, Marina
joined The Emirates Academy after many years of operational management
experience working for a number of select and luxury properties. Some of her
former assignments include: Housekeeping Manager and Operations Manager
for the exclusive Chateau de Farcheville & Yellowstone Club World, Resident
Manager for members of the Abu Dhabi Royal family, and teaching TOEFL for
the ELS language academy. A graduate of the renowned Ecole Hoteliere de
Lausanne with a BSc. in International Hotel Management, Marina also fluently
speaks numerous languages including: French, German, Spanish, and Italian.
The Professional Training and Development Team is dedicated to providing comprehensive,
professional, diverse, and valuable training programmes. All our training professionals are
highly qualified with a variety of professional degrees, and have had many years of valuable
real-world experience in their dedicated training fields.
Meet the Training Team 6
Elizabeth Schmidt Ioanna Karanikola Michael Kitts Duncan Gibson Claire Pua Fong
Helen Morris Benaifer Hussain Clive Rogerson Margaret Mitchell Angela Anthonisz
Faculty and Facilitators Specialized in Various Areas of Expertise
Celeste, Pagunsan– Training Coordinator
Celeste has studied International Relations, while additionally majoring in Diplomacy, in the Lyceum University in Manila, Philippines. Prior to working
in the hospitality industry, Celeste has had multiple years of experience working in customer service, sales and business process outsourcing
centers.
She discovered her passion for the hospitality industry when she joined Jumeirah Emirates Towers as an Food & Beverage attendant, later moving
up through the career ladder within the department. After years of undertaking many different roles within the Food & Beverage Department,
Celeste then joined Rooms Reservation Department handling over 18 Jumeirah hotel properties worldwide prior to joining The Emirates Academy of Hospitality Management as Professional Training and Development
Coordinator.
Associations 7
Airways Hotel, Papa New Guinea
Al Faisaliah Group, Kingdom of Saudi Arabia
Al Maha Desert Resort and Spa, UAE
Amiri Presidential Flights, Dubai
Anantara Hotels and Resorts, Abu Dhabi UAE
Copthorne Hotel, Dubai
Darley Flying Start
Donbass Palace and Opera Hotel, Ukraine
Dubai Creek Hotel and Golf Course
Dubai Ladies Club
Grand Millennium, Abu Dhabi UAE
Gems Education, UAE
Hotel Yalta, Crimea, Ukraine
Hyatt Hotels and Resorts, Middle East
John Keells Holdings Leisure Group, Sri Lanka & Maldives
Meydan Hotels and Hospitality, Dubai UAE
Ministry of Presidential Affairs, Abu Dhabi UAE
Rotana Hotel Group, Middle East
The Office of the Prime Minister, Dubai UAE
World Gold Council
Partial List of Key Clients