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