LEVERAGING A GLOBAL MINDSET AT THE CONCIERGE DESK
LEVERAGING A GLOBAL MINDSET AT THE CONCIERGE DESK LES CLEFS D’OR EDUCATION SYMPOSIUM
REBECCA HAWKINS LES CLEFS D’OR COPYWRITER, INTERNATIONAL HONORARY MEMBER
PANELISTS ALEXANDRA ZILOVIC SENIOR VICE-PRESIDENT JAMES HEALEY DIRECTOR OF HOTEL OPERATIONS DONNELL BAYOT DIRECTOR OF ACADEMIC AFFAIRS ELS EDUCATIONAL SERVICES, NEW YORK, NEW YORK THE INTERNATIONAL INC. HOTEL & CASINO SCHOOL OF HOSPITALITY #Les. Clefsd. Or. Edu
DEFINITIONS What is global mindset and how is it related to globalization and diversity? GLOBALIZATION IS INCREASED INTERCONNECTEDNESS A GLOBAL MINDSET IS AWARENESS OF, AND OPENESS TO, BENEFITS OF GLOBALIZATION #Les. Clefsd. Or. Edu
HOSPITALITY Is hospitality a universal concept? A GLOBAL CONCEPT BASED UPON FUNDAMENTAL NEEDS “ In the cherry blossom’s shade, there is no such thing as a stranger.
Jeff Wielgopolan VICE PRESIDENT, LEARNING & DEVELOPMENT FORBES TRAVEL GUIDE “The topics of Communication, Professionalism and Perception & Knowledge are key to the increasing responsibilities of the Concierge. At a time where guests have a wealth of information at the touch of their fingertips, it is integral for the concierge to continue to refine their skills of communicating their expertise, perfecting the art of personalization and providing intuitive, thoughtful service. These three topics tie in directly with Forbes Travel Guide’s view of the concierge department and correlate with the standards that they are held accountable for and asked to represent on a daily basis. ” #Les. Clefsd. Or. Edu
Are there any competencies to developing a global mindset? 1 2 3 CONCIERGE COMPETENCIES KNOWLEDGE: CULTURAL; GEOGRAPHIC; LINGUISTIC SKILLS: PATIENCE; MANAGING GUEST EXPECTATIONS; COMMUNICATION ATTITUDES: RESPECT FOR CULTURES; OPEN-MINDEDNESS; TOLERANCE #Les. Clefsd. Or. Edu
COMPASSIONATE GLOBAL MINDSET #Les. Clefsd. Or. Edu
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