2010 02 03 ifh introduction for partners

1

Introducing IFH®Institute for Hospitality ManagementStaff Qualification Programs and Quality Benchmarking Services

for revenue generating solutions ________________________________________________

February 3rd, 2010

2

© by IFH® © by IFH®

Content

A. About us

B. About our products and services

C. About our customers

D. About our furture

3


A. About us

4


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

5


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

6


B. About our products and services

7


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

1 2

43

8


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

9


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

10


C. About our customers

11


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

12


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


13

BMW GroupGM-I-1TrainingsmanualClient Agent BMWDezember 2003Seite 1

BMW Enthusiasts for (BMW) Enthusiasts.Berlin: Client Agent BMW.

Client-Agent

Navigator Katalysator

Markenbot-schafter

Kontakter

Side 14

DEK – KaMo CoachingS e s s i o n I

Inspire with achievement

1

15


Introduction to Quality Management – ISO Certification

January 2006– Finalization of the 15-

Months Project – IFH supports

LH-Seeheim


16


Cooperation Lufthansa


17

IFH® Facilitator

Thomas T: Kraft – Founder & Member of the Board

Lastminute.com Sales Training_______________________________

„Successful Selling“Selling to the Industry

for lastminute.com Hunters


MINI Brand BehaviourVM-2, VZ-12Februar 2005Seite 18

MINI Brand Behaviour.training AutoSalon Genève.

mini is unique. mini is exciting. Are you mini?


Example: Disney.It‘s showtime.


Example: Ritz Carlton.We are ladies and Gentlemen serving ladies and gentlemen.

21


Trainings Center

Service for the customer__________________________________________________Service feeling 4 U!

22


D. About our Future

23


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

24


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]

25


For better businessin hospitality

Thank you for your attention

IFH® Institute for Hospitality Management