Overview - 2019/2020
Are you passionate about premium service, working in an environment where you are challenged daily to use your creativity in fulfilling a guest's needs? This program was developed to enhance the student's ability to succeed as a Concierge in the multi-faceted premium service sector of the tourism and hospitality industry. Students will learn the realities of today's premium service hospitality trends and be prepared to work with today's discerning clientele.
- A unique one-year graduate program that allows students to continue to build on their current tourism and hospitality education and skill sets, improving upon both personal and professional abilities;
- Introduction to a variety of employer partners, while studying the realities of today's premium service hospitality trends;
- Includes a four-month paid internship with exposure to exciting global employment opportunities;
- Recognized by Royal Roads University, a two-year credit granted to BA Commerce, Entrepreneurial Management;
- We are proudly endorsed by Les Clef's d'Or Canada, the world's leading Concierge association.
"Les Clefs d'Or Canada is an elite fraternity of hotel Concierges dedicated to the achievement of exceptional service by connecting, educating & inspiring our members to constantly exceed guest expectations. With our motto “In Service Through Friendship” and as #yourkeytoeverything, our members are linked to a network of over 4,000 top Concierges in the world, enabling us to assist our guests with local experts globally. Les Clefs d'Or Canada proudly endorses the Concierge program at Fanshawe; with four graduates already in the membership, we look forward connecting more students with the world and inspiring future generations of superlative service".
Carolina Avaria – President, Les Clefs d'Or Canada
Admission Requirements - 2019/2020
A Two- or Three-Year College Diploma, or a Degree
Acceptable combination of related work experience and post-secondary education as judged by the College to be equivalent to the above*
*Applicants may be required to submit a resume and cover letter that includes details of work experience.
English Language Requirements
Applicants whose first language is not English will be required to demonstrate proficiency in English by one of the following methods:
- A Grade 12 College Stream or University Stream English credit from an Ontario Secondary School, or equivalent, depending on the program's Admission Requirements
- Test of English as a Foreign Language (TOEFL) test with a minimum score of 570 for the paper-based test (PBT), or 88 for the Internet-based test (iBT), with test results within the last two years
- International English Language Testing System (IELTS) Academic test with an overall score of 6.5 with no score less than 6.0 in any of the four bands, with test results within the last two years. SDS Program Requirements.
- Canadian Academic English Language (CAEL) test with an overall score of 70 with no score less than 60 in any of the four bands, with test results within the last two years
- Pearson Test of English Academic (PTE) with a minimum score of 59, with test results within the last two years
- A Cambridge English Test (FCE/CAE/CPE) with an overall score on the Cambridge English Scale of 176 with no language skill less than 169, with test results within the last two years
- An English Language Evaluation (ELE) at Fanshawe College with a minimum score of 75% in all sections of the test, with test results within the last two years
- Fanshawe College ESL4/GAP5 students: Minimum grade of 80% in ESL4/GAP5 Level 9 or 75% in ESL4/GAP5 Level 10
Recommended Personal Preparation
- Professional Attire-Uniform Required (Business and Casual)
- High level of customer service
- Ability to work successfully in both an independent and team environment
- Keen interest in cultural diversity
- Aptitude for language study
Applicant Selection CriteriaWhere the number of eligible applicants exceeds the available spaces in the program, the Applicant Selection Criteria will be:
- Preference for Permanent Residents of Ontario
- Receipt of Application by April 1st (After this date, Fanshawe College will consider applicants on a first-come, first-served basis until the program is full)
- Achievement in the Admission Requirements
Guest Relations Management - Concierge SpecialistýGuest Relations Specialist-2019/2020
Level 1 COMM-6035 Global Communication 3 This course is designed to enhance the student's ability to communicate by listening and responding effectively to the requests of clients and the hospitality industry network. Multi-cultural aspects of communication will be studied to provide the student with a broader perspective of global intercultural communications. A wide range of business and social applications will also be studied and practiced extensively throughout the course. MGMT-6110 Guest Relations Security & Risk Mgmt 3 This course investigates the sources of risk and its business implications in an enterprise environment including a discussion of global risk management standards and guidelines. Students will explore risk beyond the traditional hazard risk to include financial and strategic risks. Risk identification and analysis tools and techniques will be discussed in detail. FDMG-6014 Global Perspective of Food & Wine 3 This course will look at wine from an historical perspective and follow the evolution of its creation and development from a simple nutritious beverage to a religious symbol to a commercial success to a global commodity. It will focus on the historically important growing regions and grapes and its path from the old world to the new world and its importance in today's world through a culinary and hospitality lens discussing styles, quality and food pairing from local dishes to world cuisine. HOSP-6013 Culture of Service 4 Critical to the success of the Guest Relations Specialist is the ability to create and participate in a culture that places the guest and service at the centre of its business. This course offers the theoretical rationale and the practical application of customer service in the hospitality industry. Students in this course will develop self-confidence through an understanding of themselves and others, and how they can use a variety of interpersonal and intercultural skills to provide concierge-related services professionally. Initiative, resourcefulness and self-management will be stressed through the examination of models, case studies and assignments. PBRL-6004 Internship Preparation 1 2 This course will stress the essential employability skills needed to begin a professional career in the Hospitality Industry. Throughout this course the student will develop a professional image as it is an integral element to their career success and to the delivery of quality customer service. Each student will develop a personal career portfolio suitable for employment during their internship semester. A wide range of career specific topics will be discussed which will enhance the student's ability to gain successful employment and increase their understanding of the importance of developing a career strategy. MGMT-6010 Leadership & Organizational Skills 3 Leadership and organizational skills are critical to creating a career path of the guest relations specialist. In this course, students will be presented with organizational techniques that are valuable in school, the workplace and their personal life. Leadership will focus on knowledge, skills and attitudes that will be important should the student wish to pursue more senior opportunities in the hospitality industry. There will also be a focus on how students can demonstrate leadership in their first positions. Leadership topics will be presented and reinforced through case studies, discussion and assignments. TOUR-6007 Attractions & Tourism 3 This course is designed to provide an overview of the areas of the tourism industry that act as tourism generators. The role of events, conferences, attractions, and outdoor adventure and recreation activities will be discussed. This course will also provide information regarding public and private support services that are in place to order to promote the tourism industry. Level 2 MGMT-6106 Special Events Management 3 This course will provide students with the theory, practices and principles needed to plan and execute a variety of different events. The skills learned in the theoretical portion of the course will be enhanced by application in the planning and execution of an event. This course is designed to provide students with the opportunity to hone their self-confidence and organizational skills. HOSP-6011 Premium Goods & Services 3 In today's tourism/hospitality industry there is increasing demand for premium quality products and services. To meet this demand, the guest relations specialist must have a keen awareness of the product and service trends required to fulfill the needs and expectations of the increasingly affluent guest. The student will develop a comprehensive knowledge of the diverse essentials necessary to satisfy the most discriminating guest. ECON-6001 World Economics 3 A study of the principles of micro and macro economics, as related to the distribution of goods and services in the tourism/hospitality industry. Major topics include the theory of consumer demand, output and price determination by business, market structures, government intervention, environmental economics, stock markets and the impact of labour economics. INFO-6074 Emerging Digital Trends 3 Technology is essential for today's guest relations specialist. There are many systems available that can assist in managing this data and customer issues. Students will be exposed to and operate a variety of systems throughout this course. MGMT-6107 Transportation Services 3 Transportation is an integral component of the hospitality industry. This course will focus on the impact and significance that the transportation, accommodation and food and beverage sectors have on the hospitality industry. Emphasis will be placed on various modes of transportation and their role in the industry. As well as unique accommodation options and the evolving significance of corporate, niche and eco-travel. HOSP-6014 Culture of Service 2 3 This course provides students with the strategies involved in delivering service excellence which is critical in today's International and competitive environment. This course emphasizes value-added service strategies and tactics for developing and maintaining service excellence. MGMT-6132 Leadership in a Global World 4 Create a global impression as a conscious leader within the hospitality sector. This course is intended to provide students with the knowledge of how to use effective leadership and management strategies to affect change on a global scale. Students will become leaders with the capacity for a global mindset and an ability to lead in multicultural settings. Level 3 PBRL-6010 Internship 14 Internship education is a learning method which allows industry proficient students an opportunity to broaden their professional competencies through ongoing mentorship while on the job. Students employed within the Tourism & Hospitality industry will work for a defined period of time, collaboratively with an Internship Coach and Employer partner. This opportunity will see the student setting specific developmental goals, identifying opportunities for growth, evaluating workplace issues and experiences as they pertain to their personal leadership development.
Careers - 2019/2020
Career OpportunitiesCareer opportunities exist in a wide variety of companies within the tourism and hospitality industry. The graduates' enhanced service orientation will lead them to positions as concierges, cruise/tour directors, customer service trainers, and supervisory/management roles with internationally recognized leisure and corporate service providers.
More Information - 2019/2020A One-Year Ontario College Graduate Certificate ProgramProgram Code: CGS2
Campus Code: LCD (LCD - London Downtown)
15 week terms
Academic Calendars available at www.fanshawec.ca/academicdates
ContactSchool of Tourism, Hospitality and Culinary Arts: 519-452-4289
This Ontario College Graduate Certificate program endorsed by Les Clefs d'or Canada, is designed to enhance the graduate's ability to succeed in the multi-faceted premium service sector of the tourism and hospitality industry. An extraordinary guest relations department is often the factor that differentiates product and service in today's highly competitive marketplace. Graduates who exhibit outstanding critical thinking, multi-tasking and problem-solving skills, with heightened degrees of global knowledge, sophistication and confidence, are prized by all tourism and hospitality employers. This program includes a four month paid Internship with exposure to exciting global employment opportunities.Learning Outcomes
The graduate has reliably demonstrated the ability to
- Lead, guide and supervise staff as required in concierge-related services.
- Display self-confidence and personal effectiveness when providing concierge-related services.
- Recommend products and services according to guest needs and preferences.
- Manage customer or concierge-related problems using initiative, resourcefulness and self-control to ensure an effective and creative solution.
- Work independently, and effectively as a team member to provide services to guests and the general public.
- Communicate in a guest-service environment using appropriate intercultural strategies and techniques.
- Utilize desktop publishing, multimedia, and a variety of software to produce effective marketing materials.
- Make informed financial decisions to meet the goals of a guest-service enterprise.
- Develop and apply strategies for personal, career and professional development to enhance work performance and maintain currency with the guest-service industry.
- Graduates of this program who wish to pursue further education have a number of pathway opportunities to degrees and programs around the globe. Students are encouraged to search the various links on the Tourism, Hospitality and Culinary Arts website and discuss the program specific opportunities with the Tourism, Hospitality and Culinary Arts Student Success Advisor.
- For information about Program Pathways visit www.fanshawec.ca/programpathways