• Overview - 2019/2020

    Starting Fall 2018, this program will be located downtown! Learn more.

    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.

    "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

     

    Program coordinator:

    Christie Pollard
    Phone: 519-452-4289

  • Admission Requirements - 2019/2020

    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

    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
    • Professionalism

    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
  • Courses

    Guest Relations Management - Concierge Specialist-2019/2020

    Level 1Credits
    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.
    MGMT-6110Guest Relations Security & Risk Mgmt3
    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-6014Global Perspective of Food & Wine3
    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-6013Culture of Service4
    For customers the quality of customer service determines whether to buy, and particularly whether to remain a customer. In this course, students will review the key concepts, fundamental skills and proven strategies to manage customer expectations in the hospitality industry to create customer satisfaction and loyalty. Students will also learn techniques that will empower them to provide effective solutions to customer facing problems, when they arise.
    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.
    ECON-6001World Economics3
    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.
    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.

    Level 2Credits
    Take all of the following Mandatory Courses:
    MGMT-6106Special Events Management3
    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-6011Premium Goods & Services3
    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.
    MGMT-6010Leadership & Organizational Skills3
    Whether working in private/public sectors, profit or not-for-profit institutions, OB theories apply toeveryone. This course investigates how individuals, groups & structure affect behaviour within organizations. Discussions include: history of OB, evolution of organizational structure, design and culture; work place productivity, employee skills & technology demands; conflictresolution; interpersonal skills; legislation as it relates to workplace discrimination & harassment;leadership; manage change and power/politics.
    INFO-6074Guest Systems Management3
    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-6107Transportation Services3
    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-6014International Guest Relations Strategies3
    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-6111Global Leadership Strategies4
    This course is designed to provide students with the skills and knowledge necessary to become an effective manager. Students will explore topics critical to developing effective management skills including motivating staff, building effective teams, managing change in the workplace, performance management, and dealing with diversity. Case studies and exercises will be evaluated to increase students self-confidence and leadership abilities.

    Level 3Credits
    Take the following Mandatory Course:
    PBRL-6010Internship14
    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.

    Program Residency
    Students Must Complete a Minimum of 15 credits in this
    program at Fanshawe College to meet the Program Residency
    requirement and graduate from this program

  • Careers - 2019/2020

    Career Opportunities

    Career 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 - 2019/2020

    A One-Year Ontario College Graduate Certificate Program
    Program Code: CGS2
    Campus Code: LCD (LCD - London Downtown)
    September Admission
    15 week terms
    Academic Calendars available at www.fanshawec.ca/academicdates
     

    Contact

    School of Tourism, Hospitality and Culinary Arts: 519-452-4289

    Program Description

    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

    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 Pathways

    • 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
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