Download - 2010 02 03 Ifh Introduction For Partners
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Introducing IFH®Institute for Hospitality ManagementStaff Qualification Programs and Quality Benchmarking Services
for revenue generating solutions ________________________________________________
February 3rd, 2010
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© by IFH® © by IFH®
Content
A. About us
B. About our products and services
C. About our customers
D. About our furture
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© by IFH® © by IFH®
A. About us
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© by IFH® © by IFH®
IFH® at a glance – 20 years of history and experience
Founded in 1989 in Frankfurt, Germany by Thomas T. KraftMore then 100 employees plus a pool of freelance trainer
Focus on the hospitality industry with additional branchesPart of I.H.S. International Hospitality Services Group with sister companies
Thomas T. Kraft Founder/Board Member
Steffen WeidemannChief Executive Officer
A. ABOUT US
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© by IFH® © by IFH®
Our global offices servicing global customers
SteffenWeidemann
Gabrielle McMahon
We are a service provider with global presence
Our trainings, services, mystery shop and calls are performed in multiple languages, orchestrated by our global offices:
• London• St. Petersburg• Dubai• Hong Kong• Singapore• Miami• Belgrade
Further countries are currently under development and processed
A. ABOUT US
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© by IFH® © by IFH®
B. About our products and services
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© by IFH® © by IFH®
Our products and services for revenue generating solutions
1. Staff Qualification Programs Training, Coaching, Certified Programs
2. Quality Performance BenchmarkingMystery Shopping, Mystery Calls, Industry Benchmarking, Quality Development Program
3. Sales Management Services General Sales Agent, Rent-a-Sales and sales support (Germany only)
4. Management SupportBrand-, Marketing-, Yield-, Revenue and Quality Strategies
… revenue generating solutions …
B. ABOUT OUR PRODUCT AND SERVICES
StaffQualification
Programs
QualityPerformance
Benchmarking
Sales Management
ServicesManagement
Support
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Within our training department we offer different services
Open seminars Training by Design Certified Diplomas Train & Save Program
Selection of 12 different faculties/topics:
Management, Leadership Personality, Communica-tion, Rhetoric, Marketing, Sales, Revenue & Yield Mgmt. MICE, F&B, FO, Housekeeping,
Different dates per topic per year
New topics 2010: IFH® -Brainpools, IFH® -Learn EventsIFH® -Training-Elite
Industry known, recommended and accepted certifications:
CHE (Certified Hotel Executive)
CSP (Certified Hotel Sales Professional)
CCM (Certified Convention Manager)
CRM (Certified Revenue Manager)
CDS (Certified Director of Sales
Training-Voucher-Promotion package
from 3 Trainings onwards
Savings up to 46% compared to individually paid price
Valid for all IFH® -seminars
Voucher per hotel independent from participants
Tailor made in-House Trainings
Over 80 different topics exclusive for your company/hotel
From 6-7 participants
Content individually designed according to your needs
IFH® -Trainer will conduct the session at your premisis
1 B. ABOUT OUR PRODUCT AND SERVICES
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In Quality Performance Benchmarking we offer three different approaches
Call Performance
Mystery call to be conducted in various areas:
Reservation /Front Office (RES), Convention (MICE), Business Group Desks, Call Center and Cluster Offices
Coaching and development of staff at the PoS
Sustainable improvements of the call agents upon inquiries
Use of newest web based technology with individual criteria set up and reports
Mystery Shops
Quality Performance
Web based on site Mystery shops in 6 key areas of the hotels with direct guest contact points
Systematic gap analyses and quality performance check of hardware and software
Benchmark reports easy accessible via web – within the hotel group, but also as industry benchmark and over a period of time
Mystery Calls Mystery Sales Flow Check
Covering the whole MICE sales flow from first inquiry via phone/web/mail to follow up, offer submission, quotation, up to site inspection
Inquiry via faked emails etc., request/RFP with „true“ companies (own numbers, website, etc.)
Detail report and identification of weaknesses in the sales flow up to finalization and closing the business
MICE Sales Performance
B. ABOUT OUR PRODUCT AND SERVICES2
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C. About our customers
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We cover global customers with our global services
As global provider of training and quality benchmark services uniquely to the hospitality industry, we cover a wide range of customers in different areas. Here are some of our clients
• Jumeirah International – Training• Kempinski Hotels – Training and Mystery Calls• Leading Hotels – Global Training Institute• NH Hoteles – Mystery Calls and Training• Mövenpick Hotels – Training and Mystery Shops• Starwood – Quality Performance Benchmark • Rezidor Hotel Group – Mystery Shops• Carlson Hotels Asia – Training• Rotana – GSA, Training • The Peninsula Hotels – Training• WORLDHOTELS – Global Training / Mystery Shops• etc.
C. ABOUT OUR CUSTOMERS
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We also service global customers outside of the hospitality industry
These client have mainly chosen IFH because of its background in hospitality and its specific sales approach
• AVAG – Opel car dealership• BMW – owned car retail• Clifford Chance – Customer Service• Deutsche Telekom – training centres• Dek Printing Machines• Lastminute.com• Lufthansa – Education Center• Mini – owned car retail
C. ABOUT OUR CUSTOMERS
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BMW GroupGM-I-1TrainingsmanualClient Agent BMWDezember 2003Seite 1
BMW Enthusiasts for (BMW) Enthusiasts.Berlin: Client Agent BMW.
Client-Agent
Navigator Katalysator
Markenbot-schafter
Kontakter
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DEK – KaMo CoachingS e s s i o n I
Inspire with achievement
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Introduction to Quality Management – ISO Certification
January 2006– Finalization of the 15-
Months Project – IFH supports
LH-Seeheim
C. ABOUT OUR CUSTOMERS
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Cooperation Lufthansa
C. ABOUT OUR CUSTOMERS
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IFH® Facilitator
Thomas T: Kraft – Founder & Member of the Board
Lastminute.com Sales Training_______________________________
„Successful Selling“Selling to the Industry
for lastminute.com Hunters
C. ABOUT OUR CUSTOMERS
MINI Brand BehaviourVM-2, VZ-12Februar 2005Seite 18
MINI Brand Behaviour.training AutoSalon Genève.
mini is unique. mini is exciting. Are you mini?
MINI Brand BehaviourVM-2, VZ-12Februar 2005Seite 19
Example: Disney.It‘s showtime.
MINI Brand BehaviourVM-2, VZ-12Februar 2005Seite 20
Example: Ritz Carlton.We are ladies and Gentlemen serving ladies and gentlemen.
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Trainings Center
Service for the customer__________________________________________________Service feeling 4 U!
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D. About our Future
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IFH wants growth
1. In new emerging markets2. In established markets with high potential3. In strategic markets4. Through motivated JV Partners5. Through acquisition
D. ABOUT OUR Future
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© by IFH® © by IFH®
For any questions please contact us
Tel.: +49 (0) 69 – 95 91 39 – 24
Mobile: +49 (0) 172 – 680 0409
Fax: +49 (0) 69 – 959139 – 69
E-mail: [email protected]
Steffen Weidemann
Chief Executive Officer
Thomas T. Kraft
Founder & Member of the Board
Tel.: +49 (0) 69 – 95 91 39 – 24
Mobile: +49 (0) 171 – 310 1143
Fax: +49 (0) 69 – 959139 – 49
E-mail: [email protected]
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© by IFH® © by IFH®
For better businessin hospitality
Thank you for your attention
IFH® Institute for Hospitality Management