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WATERTON- Leslie Muza, co-owner and manager of Kilmorey Lodge and Aspen Village Inn, has been a leader in developing training standards for tourism since 1989. Now in her second term on the board of directors of the Alberta Tourism Education Council, Muza represents small businesses on the board which now recognizes 60 different occupations, certifying 26 of them in the industry. ATEC began its work in Alberta, expanding it to a nationwide program and is beginning to work in other countries as well. A strong believer that training makes a difference, Muza has invested heavily in her employees. "Training is a difficult thing to measure at first glance because there is no line in the financial statement that says 'training- return on investment' and I don't see it on a day-to-day basis," she said Wednesday. "But we can measure it in terms of customer satisfaction, employee satisfaction and in higher income. "It contributes to the success of our business, It makes our employees feel more comfortable and satisfied customers reduce marketing expenses," she pointed out. One of Muza's best examples that solid training pays off came last year when her daughter had open heart surgery during May, the start of the busy season at the lodge. Muza was able to take the entire month off to attend to her daughter while her staff competently and confidently ran the business. "Our trained staff took over because they were empowered to do so," she said. "It proved to be a marker year in terms of trust." While hesitant to reveal exact figures, Muza said she spends thousands of dollars each year. She pointed our the training teaches not only transferable skills in a highly transient industry but also life skills. "It's not just waiting tables, it's time management, conflict resolution and team work. "In today's highly competitive marketplace, simply telling customrs you care isn't enough,"; she added. "They want consistent, professional service that makes each encounter a positive one. That type of service takes training." She pointed out another benefit: "The impact the training has had on our staff has been incredible. Not only does the training increase their sense of pride and job satisfaction, it gives them a better importance of doing their jobs well." The Muza operation employs 65 full and part-time people in the summer months and 23 in the winter.