| This one-month certificate course in concierge and guest services will provide students with the skills and knowledge they need to succeed in a variety of concierge and guest services roles. Students will learn about the different aspects of the concierge and guest services profession, including hotel operations, guest relations, communication and interpersonal skills, problem solving and conflict resolution, time management and organization, local area knowledge, travel planning and reservations, meetings and conferences, and safety and security. |
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Module 1: Introduction to Concierge and Guest Services.
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- Define the role and responsibilities of a concierge.
- Identify the different types of concierge services.
- Explain the importance of concierge services in the hospitality industry.
- Module 2: Customer Service Excellence.
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- Define customer service excellence and explain its importance.
- Identify the key components of customer service excellence.
- Apply customer service excellence principles in practice.
- Module 3: Hospitality Etiquette.
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- Understand the importance of hospitality etiquette.
- Learn the basic principles of hospitality etiquette.
- Apply hospitality etiquette principles in interactions with guests.
- Module 4: Hotel Operations.
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- Gain an understanding of the different departments of a hotel.
- Learn about the various hotel procedures and protocols.
- Be able to provide guests with information about the hotel and its services.
- Module 5: Guest Relations.
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- Understand the importance of guest relations.
- Learn how to build and maintain positive relationships with guests.
- Be able to handle guest complaints and resolve issues effectively.
- Module 6: Communication and Interpersonal Skills.
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- Develop effective communication and interpersonal skills.
- Learn how to communicate effectively with guests, colleagues, and supervisors.
- Be able to handle difficult conversations in a professional manner.
- Module 7: Problem Solving and Conflict Resolution.
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- Develop problem-solving and conflict resolution skills.
- Learn how to identify and analyze problems.
- Be able to develop and implement effective solutions to problems.
- Module 8: Time Management and Organization.
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- Develop effective time management and organization skills.
- Learn how to prioritize tasks and manage time effectively.
- Be able to work efficiently and effectively under pressure.
- Module 9: Local Area Knowledge.
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- Gain a good understanding of the local area, including its attractions, restaurants, transportation, and services.
- Be able to provide guests with recommendations and information about the local area.
- Module 10: Travel Planning and Reservations.
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- Learn how to plan and book travel arrangements for guests.
- Be able to make reservations for hotels, flights, and other travel services.
- Provide guests with information about travel requirements and visa regulations.
- Module 11: Meetings and Conferences.
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- Learn how to plan and coordinate meetings and conferences.
- Be able to book meeting and conference space, arrange catering, and provide other logistical support.
- Provide guests with information about the meeting or conference.
- Module 12: Safety and Security.
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- Understand the importance of safety and security in the hospitality industry.
- Learn about the various safety and security procedures and protocols.
- Be able to handle safety and security incidents in a professional manner
- High school or equivalent
- Strong communication and interpersonal skills
- Interest in the course topic
- Good level of English
| 100 GLH |