REDEFINING PROFESSIONALISM FOR THE CONTEMPORARY CONCIERGE LES CLEFS

REDEFINING PROFESSIONALISM FOR THE CONTEMPORARY CONCIERGE LES CLEFS D’OR EDUCATION SYMPOSIUM

JAMES HEALEY DIRECTOR OF HOTEL OPERATIONS NEW YORK, NEW YORK HOTEL & CASINO LAS VEGAS, NV, USA

OVERVIEW PROFESSIONALISM MUST BE DEFINED BEFORE IT CAN BE PRACTICED AND ENHANCED A PROFESSIONAL CONCIERGE IS A LEADER IN SERVICE, ENGAGEMENT, AND COMPETENCE “ We are what we repeatedly do. Excellence then, is not an act , but a habit.

RATIONALE INDIVIDUAL ORGANIZATION DEVELOPMENT SUCCESS STATUS SATISFACTION INVESTMENT HUMAN CAPITAL PERFORMANCE COMPETITION #lcdedu

PROFESSIONALISM DEFINED EIGHT DIMENSIONS PASSION OPEN-MINDEDNESS TEAM-ORIENTED ATTITUDE COMPETENCE SELF-CONTROL ETHICS LEADERSHIP BY EXAMPLE PERFECTIONISM #lcdedu

PASSION ON DISPLAY BODY LANGUAGE EMPATHY ENTHUSIASM “ A great leader’s courage to fulfill his vision comes from passion, not position. #lcdedu

OPENMINDEDNESS TECHNOLOGY GLOBAL TRENDS AND EVOLUTION OF GUEST DESIRES #lcdedu

TEAM-ORIENTED COMMON PURPOSE AND MUTUAL ACCOUNTABILITY INTERPERSONAL RELATIONSHIPS, BOTH INTERNAL AND EXTERNAL, ARE ESSENTIAL PROMOTE A SENSE OF BELONGING #lcdedu

COMPETENCE COMMUNICATION PERCEPTION AND KNOWLEDGE “ ” I have no idols. I admire work, dedication, and competence. OPERATIONAL MANAGEMENT RELATIONSHIPS #lcdedu

SELF-CONTROL IS MORE THAN MANAGING ONE’S EMOTIONS AND FEELINGS; SELF-CONTROL IS THE CHILD OF HUMILITY #lcdedu

ETHICS IS WHAT IS RIGHT ACCORDING TO THE STANDARDS OF A GROUP STANDARDS, POLICIES, AND PROCEDURES ENSURE FAIRNESS AND EQUAL TREATMENT … QUALITY WITHOUT COMPROMISE #lcdedu

LEADERSHIP BY EXAMPLE ROLE MODEL CITIZEN EMPLOYEE FOLLOWER LEADER #lcdedu

PERFECTIONISM FLAWLESS EXECUTION PERFORMANCE ACCURACY EXCELLENCE “ They say that nobody is perfect. Then they tell you practice makes perfect. I wish they’d make up their minds. #lcdedu

SUMMARY PROFESSIONALISM IS A DEFINABLE QUALITY PASSION OPEN-MINDEDNESS TEAM-ORIENTED ATTITUDE COMPETENT SELF-CONTROL ETHICS LEADERSHIP BY EXAMPLE PERFECTIONISM #lcdedu

Concierge KSAs 1 2 3 KNOWLEDGE: ETHICS; POLICIES AND PROCEDURES; LANGUAGE SKILLS: DECORUM; COMMUNICATION; LEADERSHIP ATTITUDES: ENTHUSIASM; DEDICATION; CONFIDENCE #lcdedu

THE PLATINUM RULE

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REFERENCES Artsfon. (2016). 78490. San Jose, CA. (Image). Buchanan, P. and Mc. Cray, S. , eds. (2015). Certified Hotel Concierge. Orlando: American Hotel & Lodging Education Institute. Cheng, S. and Wong, A. (2015). Professionalism: A Contemporary interpretation in hospitality industry context. International Journal of Hospitality Management, 50, 123 -133. Chung-Herra, B. G. , Enz, C. A. , and Lankau, J. J. “Grooming future hospitality leaders: A competencies model. ” (2003). Cornell Hotel and Restaurant Administration Quarterly 44 (3), 17 – 26. Qin, Q. et al. “How and when the effect of ethical leadership occurs? A multilevel analysis in the Chinese hospitality industry. ” (2014). International Journal of Contemporary Hospitality Management , 26, 974 -1001. #lcdedu