On-the-job training

Imagine a classroom overlooking a pristine lake nestled among breathtaking mountains. As part of the curriculum, students are given a spa treatment and when the demands of the class require early arrival, students are treated to a night in a beautiful hotel. That is exactly what 17 Lakeland High School students are experiencing as part of a new program called The Resort Academy.

In partnership with the Coeur d’Alene Resort, students are receiving hands on instruction in all facets of a career in the hospitality industry. The course was the idea of assistant superintendent Brad Murray who heard about a similar program on the East Coast. Intrigued, he traveled to New Hampshire with Lakeland principal Conrad Underdahl and teacher Marjorie Tibbits to meet with those involved in the development of the program there. Soon afterward, Lakeland School District began to develop its own curriculum.

“We are mirroring their (the New Hampshire) program,” said Tibbits.

The class meets five days a week which includes three days of classroom instruction, two of which are at the Coeur d’Alene Resort and one at Lakeland High School. There are also two days a week devoted to hands-on learning where the students rotate among different departments at the resort including food preparation and food service at the Dock Side Restaurant, banquet food preparation and service, front desk, reservations, housekeeping, the spa and laundry.

“I cannot give enough accolades to the resort,” said Tibbits. “It’s a big commitment to ask your department manager to commit three hours a week to a program like this.”

The Resort Academy is a two-year program and the students receive three hours of college credit after completing the first year. If they complete their second year, they will receive an additional nine credits.

According to Tibbits, there were 32 who applied to the program; those accepted were chosen based upon an application, their grade-point average, discipline record and attendance record.

The students have actually helped serve at banquets and also were asked to put in extra hours when “Good Morning America” broadcasted from the resort in November. Required to be there at 3:30 in the morning, students were offered the opportunity to stay at the resort free of charge.

“They (employees at the resort) care so much about these kids and they did not want them driving at that hour,” said Tibbits.

The students are provided a uniform of navy pants and a white shirt with the Coeur d’Alene Resort logo. They are professional and polite when addressing both guests and management.

“I truly applaud the students because they’ve not only represented themselves, but also Lakeland High School and the resort very well,” said Tibbits, who points out that the students are really stepping out of the comfort zone of typical 16- and 17-year-olds having to interact with adults in such a professional setting.

The second year of the program has not been fully planned but Tibbits said the focus will be on four departments and the rotations will be more in depth. Possibilities include the advertising, sales, marketing and accounting departments.

“The students may even be expected to come in and help with night audits,” said Tibbits.

But it is not only the students who are benefiting from the program, the resort is as well.

“It benefits us too,” said Tamara Heath, reservations manager for the resort. “It’s a win-win situation.”

Heath said that some of the kids have already been hired at the resort and if they don’t work for them now, there is a possibility they may return to work at the resort in the future. Heath said students are in each department for a total of seven days and while that may not be enough time to learn everything there is to know, they do get a good idea of what it takes to work in the specific areas.

“The students receive the same training as our staff receives,” said Heath. “If we invest our time in this program, they are already ahead of the learning curve.”

Heath has been impressed with the students she has met thus far and has high praise for the program.

“They (the students) have such high integrity because the program has such high standards,” Heath said.

Jeremiah Neal is the food service manager for the Dock Side Restaurant at the resort. He instructs the students on everything from the host position to busing tables, to profit-and-loss statements and the entire financial side of running a restaurant.

He said he strives to make a point of having the students look at things how a guest would see it.

“One thing I try to implement is how things are seen from a guest’s point of view,” said Neal.

One student, Kirsten Rotz, said she enjoys learning the business end of running the resort.

“It’s interesting learning about things like numbers and how to prepare the budget,” said Rotz.

Berni Campbell is the manager of the spa at the Coeur d’Alene Resort and said that as part of her program with the students, she offers them a spa day.

“It shows them how the guest is treated,” said Campbell.

Student Melissa Phillips said she was surprised at the amount of work that the managers and the staff go through to make sure the guest has a great experience during their stay at the Resort.

“I’ve learned a lot about how management deals with all the accounting and the employees. It’s amazing what goes into running a business,” said Phillips. “It’s really nice to learn all that goes on behind the scenes.”

Tibbits and the students made Christmas gifts for all the staff who have opened up their world to enable the students to participate in hands on learning. But Tibbits said there aren’t enough ways to show their appreciation.

“I’ve run out of ways to thank them,” said Tibbits. “They (the resort staff) have embraced the program and provided incredible learning opportunities for the students.”