HOTEL CONCIERGE COMPETENCY STUDY AND CERTIFICATION 63 RD
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HOTEL CONCIERGE COMPETENCY STUDY AND CERTIFICATION 63 RD LES CLEFS D’OR INTERNATIONAL CONGRESS
INTRODUCTION THE INTERNATIONAL SCHOOL OF HOSPITALITY DONNELL G. BAYOT PH. D, CHE, CPCE, CFBE DIRECTOR OF ACADEMIC AFFAIRS TIMOTHY M. LAM MIBS, MS, CHT, CGSP EXECUTIVE DIRECTOR
OVERVIEW 1 2 COMPETENCY STUDY CERTIFICATION
WHAT ARE COMPETENCIES LUCIA AND LEPSINGER (1999) “the particular combination of knowledge, skills, and characteristics needed to effectively perform a role in an organization and is used as a human resources tool for selection, training, development, appraisal, and succession planning. " #lcdedu
WHAT IS A COMPETENCY MODEL What do concierge professionals need to know and do to be successful, now and in the future? #lcdedu
NEED FOR MODEL DEFINITIVE FRAMEWORK FOR THE PROFESSION ENHANCE PRESTIGE/REPUTATION OF THE HOTEL CONCIERGE PROFESSION STANDARDIZE SKILL LEVEL OF HOTEL CONCIERGES APPLICABLE TO: HR, GOVERNMENT AGENCIES … #lcdedu
DEVELOPMENT METHODS LITERATURE REVIEW THREE SURVEY ITERATIONS MODIFIED DELPHI APPROACH STATISTICAL EVALUATION #lcdedu
THE COMPETENCY MODEL DOMAIN V: RELATIONSHIPS DOMAIN IV: PERCEPTION & KNOWLEDGE DOMAIN I: COMMUNICATION DOMAIN II: OPERATIONAL MANAGEMENT DOMAIN III: PROFESSIONALISM #lcdedu
DOMAIN I: COMMUNICATION SUB-DOMAINS ORAL COMMUNICATION WRITTEN COMMUNICATION #lcdedu
DOMAIN II: OPERATIONAL MANAGEMENT SUB-DOMAINS DECISION MAKING ABILITIES RISK MANAGEMENT & AWARENESS ORGANIZATIONAL ABILITIES #lcdedu
DOMAIN III: PROFESSIONALISM SUB-DOMAINS PROFESSIONAL PRESENCE ETHICS PRACTICED PERSONAL DEMEANOR #lcdedu
DOMAIN IV: PERCEPTION & KNOWLEDGE SUB-DOMAINS HOSPITALITY INDUSTRY KNOWLEDGE TECHNOLOGY LITERACY GLOBAL MINDSET & APPRECIATION OF DIVERSITY #lcdedu
DOMAIN V: RELATIONSHIPS SUB-DOMAINS INTERNAL RELATIONSHIPS EXTERNAL RELATIONSHIPS INTERPERSONAL ABILITIES #lcdedu
Developed in partnership between Les Clefs d’Or USA, TISOH, and the American Hotel and Lodging Education Institute CERTIFIED HOTEL CONCIERGE
EDUCATIONAL OPPORTUNITIES 1 DEGREE 2 CERTIFICATES Educational credential 3 CERTIFICATIONS Peer recognized credential #lcdedu
VALUE OF CERTIFICATION INDIVIDUAL PROFESSION PEER RECOGNITION ORGANIZATIONAL ADVANCEMENT CONTEMPORARY SKILLS FORMALIZATION REPUTATION BASE OF KNOWLEDGE ASSURANCE OF QUALITY #lcdedu
CHC VS KEYS TOP OF THEIR GAME, SEASONED PROFESSIONAL EXPERT SOURCES OF INSIDE INFORMATION, INTELLIGENCE AND COMMUNICATION RECORD OF SERVICE MEETS FUNDAMENTAL STANDARDS UNDERSTANDING OF BEST PRACTICES #lcdedu
COMPOSITION COMPETENCY MODEL WORKBOOK ONLINE TRAINING EXAM AND MECHANICS #lcdedu
WORKBOOK 14 CHAPTERS AND 180 PAGES COVERS ALL COMPETENCIES WRITTEN BY LES CLEFS D’OR MEMBERS THREE ITERATIONS OF EDITING #lcdedu
CHAPTER AUTHORS Jon Adler, St. Regis New York City Charisse Fazzari, Mandarin Oriental San Francisco Frederick Bigler, The Peninsula New York City Laurel Gray, The Ritz-Carlton Chicago Debbie Brumfield, Caesars Palace Las Vegas Robert Marks, Omni San Diego Susanne Carter, The Ritz-Carlton New York City Jeanne Mills, Beverly Wilshire Beverly Hills Rick Castaneda, Beverly Wilshire Beverly Hills Dan Sotelo, Intercontinental Mark Hopkins San Francisco Sarah Dandashy, The London West Hollywood Leigh Anne Dolecki, Intercontinental San Francisco Elizabeth Wilson, Les Clefs d’Or USA #lcdedu
COST RECOGNITION Member** Non-Member US$275 US$325 ** Les Clefs d’Or or AH&LA member property $75 extra fee for in-class instruction No pin Certificate Use of “CHC” after name #lcdedu
EARN CERTIFICATION PARTICIPATION APPLY INDIVIDUALLY LEARN AND TAKE EXAM ONLINE ORGANIZE A TRAINING SESSION IN YOUR CITY #lcdedu
FUTURE OF CHC COMPETENCY STUDY EXPANSION BUILD GLOBAL VERSION OF CERTIFICATION #lcdedu
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