IFH is a 20-year-old hospitality training and benchmarking firm with over 100 employees. It offers staff qualification programs, quality benchmarking services, and sales management support to global hospitality brands. IFH aims to help customers generate more revenue through improving staff skills and quality standards. It has a wide range of training courses and mystery shopping/calling programs to assess customer service levels. Major hospitality company clients include Jumeirah, Kempinski, Starwood, and Rezidor. IFH also works with non-hospitality firms to improve their customer service. It seeks further growth through new markets, strategic partnerships, and acquisitions.

1. Introducing IFH®Institute for Hospitality Management
Staff Qualification Programs and Quality Benchmarking Services
for revenue generating solutions
________________________________________________
February 3rd, 2010
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2. Content
A. About us
B. About our products and services
C. About our customers
D. About our furture
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3. A. About us
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4. A. ABOUT US
IFH® at a glance – 20 years of history and experience
Founded in 1989 in Frankfurt, Germany by Thomas T. Kraft
More then 100 employees plus a pool of freelance trainer
Focus on the hospitality industry with additional branches
Part of I.H.S. International Hospitality Services Group with sister
companies
Thomas T. Kraft Steffen Weidemann
Founder/Board Member Chief Executive Officer
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© by IFH® © by IFH®

5. A. ABOUT US
Our global offices servicing global customers
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
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Steffen Gabrielle
© by IFH® Weidemann McMahon © by IFH®

6. B. About our products and services
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© by IFH® © by IFH®

7. B. ABOUT OUR PRODUCT AND SERVICES
Our products and services for revenue generating solutions
1 2 1. Staff Qualification Programs
Staff Quality Training, Coaching, Certified Programs
Qualification Performance
Programs Benchmarking 2. Quality Performance Benchmarking
Mystery Shopping, Mystery Calls,
Industry Benchmarking, Quality
Development Program
3. Sales Management Services
3 4 General Sales Agent, Rent-a-Sales and
Sales sales support (Germany only)
Management Management
Services Support 4. Management Support
Brand-, Marketing-, Yield-, Revenue and
Quality Strategies
… revenue generating solutions …
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© by IFH® © by IFH®

8. 1 B. ABOUT OUR PRODUCT AND SERVICES
Within our training department we offer different services
Open seminars Training by Design Certified Diplomas Train & Save Program
Selection of 12 different Tailor made in-House Industry known, Training-Voucher-
faculties/topics: Trainings recommended and Promotion package
accepted certifications:
Management, Leadership Over 80 different topics from 3 Trainings
Personality, Communica- exclusive for your CHE (Certified Hotel onwards
tion, Rhetoric, Marketing, company/hotel Executive)
Savings up to 46%
Sales, Revenue & Yield
From 6-7 participants CSP (Certified Hotel compared to individually
Mgmt. MICE, F&B, FO,
Sales Professional) paid price
Housekeeping, Content individually
designed according to CCM (Certified
Different dates per topic per Valid for all IFH® -
your needs Convention Manager)
year seminars
IFH® -Trainer will CRM (Certified Revenue
New topics 2010:
conduct the session at Manager) Voucher per hotel
IFH® -Brainpools,
your premisis independent from
IFH® -Learn Events CDS (Certified Director
participants
IFH® -Training-Elite of Sales
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© by IFH® © by IFH®

9. 2 B. ABOUT OUR PRODUCT AND SERVICES
In Quality Performance Benchmarking we offer three different
approaches
Call Performance Quality Performance MICE Sales Performance
Mystery Calls Mystery Shops Mystery Sales Flow Check
Mystery call to be conducted in Web based on site Mystery shops in 6 Covering the whole MICE sales flow
various areas: key areas of the hotels with direct from first inquiry via phone/web/mail to
guest contact points follow up, offer submission, quotation,
Reservation /Front Office (RES),
up to site inspection
Convention (MICE), Business Group Systematic gap analyses and quality
Desks, Call Center and Cluster performance check of hardware and Inquiry via faked emails etc.,
Offices software request/RFP with „true“ companies
(own numbers, website, etc.)
Coaching and development of staff at Benchmark reports easy accessible
the PoS via web – within the hotel group, but Detail report and identification of
also as industry benchmark and over a weaknesses in the sales flow up to
Sustainable improvements of the call
period of time finalization and closing the business
agents upon inquiries
Use of newest web based technology
with individual criteria set up and
reports
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© by IFH® © by IFH®

10. C. About our customers
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11. C. ABOUT OUR CUSTOMERS
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. 11
© by IFH® © by IFH®

12. C. ABOUT OUR CUSTOMERS
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
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13. BMW Group
GM-I-1
BMW Enthusiasts for (BMW) Enthusiasts.
Trainingsmanual
Client Agent BMW
Dezember 2003
Seite 1
Berlin: Client Agent BMW.
Kontakter Markenbot-
schafter
Client-
Agent
Navigator Katalysator
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14. DEK – KaMo Coaching
Session I
Inspire with achievement
1
Side 14

15. C. ABOUT OUR CUSTOMERS
Introduction to Quality Management – ISO Certification
January 2006
– Finalization of the 15-
Months Project
– IFH supports
LH-Seeheim
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© by IFH® © by IFH®

16. C. ABOUT OUR CUSTOMERS
Cooperation Lufthansa
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17. C. ABOUT OUR CUSTOMERS
Lastminute.com Sales Training
_______________________________
„Successful Selling“
Selling to the Industry
for lastminute.com Hunters
IFH® Facilitator
Thomas T: Kraft – Founder & Member of the Board 17

18. MINI Brand
Behaviour
VM-2, VZ-12
Februar 2005
MINI Brand Behaviour.
Seite 18
training AutoSalon Genève.
mini is unique.
mini is exciting.
Are you mini?

19. MINI Brand
Behaviour
VM-2, VZ-12
Example: Disney.
Februar 2005
Seite 19 It‘s showtime.

20. MINI Brand
Behaviour
VM-2, VZ-12
Example: Ritz Carlton.
Februar 2005
Seite 20 We are ladies and Gentlemen
serving ladies and gentlemen.

21. Trainings Center
Service for the customer
__________________________________________________
Service feeling 4 U!
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22. D. About our Future
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23. D. ABOUT OUR Future
IFH wants growth
1. In new emerging markets
2. In established markets with high potential
3. In strategic markets
4. Through motivated JV Partners
5. Through acquisition
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© by IFH® © by IFH®

24. For any questions please contact us
Steffen Weidemann Tel.: +49 (0) 69 – 95 91 39 – 24
Mobile: +49 (0) 172 – 680 0409
Chief Executive Officer
Fax: +49 (0) 69 – 959139 – 69
E-mail: steffen.weidemann@ifh-worldwide.com
Thomas T. Kraft Tel.: +49 (0) 69 – 95 91 39 – 24
Founder & Mobile: +49 (0) 171 – 310 1143
Member of the Board Fax: +49 (0) 69 – 959139 – 49
E-mail: thomas.kraft@ifh-worldwide.com
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© by IFH® © by IFH®

25. Thank you for your attention
IFH® Institute for Hospitality Management
For better business
in hospitality
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© by IFH® © by IFH®