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Overview - 2022/2023

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.

Program overview

  • 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.

 

Career Information

A passion for people and culture, an enhanced service orientation, and openness to new experiences will lead graduates of Fanshawe’s Guest Relations Management – Concierge Specialist program to rewarding careers in a variety of tourism and hospitality companies in roles such as: concierge, cruise/tour director, customer service trainer, and supervisory/management roles with internationally recognized leisure and corporate service providers.

 

Did you know Fanshawe consistently ranks high in graduation employment rates among large colleges in Ontario? 

Here are some examples of career opportunities for graduates of Fanshawe’s Guest Relations Management – Concierge Specialist program:

Guest Services Coordinator
Responsible for overseeing the ticket sales team and reporting any issues as well as train staff in customer service.

Customer Experience Concierge
Play a key role in ensuring customer service excellence through the home-buying process while ensuring that profitability goals are being met.

Tour Director/Program Director

Take risks and challenge yourself in order to provide travelers with unforgettable experiences on world-wide tours.

 

"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
Learning Outcomes

The graduate has reliably demonstrated the ability to

  1. Lead, guide and supervise staff as required in concierge-related services.
  2. Display self-confidence and personal effectiveness when providing concierge-related services.
  3. Recommend products and services according to guest needs and preferences.
  4. Manage customer or concierge-related problems using initiative, resourcefulness and self-control to ensure an effective and creative solution.
  5. Work independently, and effectively as a team member to provide services to guests and the general public.
  6. Communicate in a guest-service environment using appropriate intercultural strategies and techniques.
  7. Utilize desktop publishing, multimedia, and a variety of software to produce effective marketing materials.
  8. Make informed financial decisions to meet the goals of a guest-service enterprise.
  9. Develop and apply strategies for personal, career and professional development to enhance work performance and maintain currency with the guest-service industry.

     

 

Program Details

Program Code
CGS2

Program Coordinator:

Michelle Giroux

Delivery
Day Time
Full-Time
Credential
Ontario College Graduate Certificate
Duration
45 weeks

Admission Requirements

A Two- or Three-Year College Diploma, or a Degree
OR
Acceptable combination of related work experience and post-secondary education as judged by the College to be equivalent to the above*

Note:
    *Applicants may be required to submit a resume and cover letter that includes details of work experience.

English Language Requirements

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 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

Recommended Personal Preparation

  • Professional Attire-Uniform Required
  • 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
  • Professionalism
Applicant Selection Criteria

Applicant Selection Criteria

Where the number of eligible applicants exceeds the available spaces in the program, the Applicant Selection Criteria will be:
  1. Preference for Permanent Residents of Ontario
  2. 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)
  3. Achievement in the Admission Requirements

Tuition Summary

London - Downtown

Canadian Costs
$5,341.69
Total Cost of Program
International Costs
$16,736.20
Total Cost of Program

*Total program costs are approximate, subject to change and do not include the health and dental plan fee, bus pass fee or program general expenses.

 

Courses

Level 1
Take all of the following Mandatory Courses:
COMM-6035Global Communication3
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.
HOSP-6013Culture of Service4
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-6004Internship Preparation 12
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-6010Leadership & Organizational Skills3
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-6007Attractions & Tourism3
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.
INFO-6074Emerging Digital Trends3
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.
BEVR-6004Beverages, Wines & Spirits3
Students will learn the fundamentals of wine and beverage service. Students will develop skills in a practical lab to mix and serve beverages in a full-service licenced establishment. Students will assess the clients requirements, recommend, prepare, and serve beverages in a practical environment. As part of this course, students will complete Smart Serve Ontario's Responsible Alcohol Service Training Program.
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