HOTEL CONCIERGE COMPETENCY STUDY 63 RD LES CLEFS D’OR INTERNATIONAL CONGRESS

#LesClefsdOrEdu THE INTERNATIO NAL SCHOOL OF HOSPITALITY DONNELL G. BAYOT PH.D, CHE, CPCE, CFBE DIRECTOR OF ACADEMIC AFFAIRS PAULINE BUCHANAN PH.D, CHE TIMOTHY M. LAM MIBS, MS, CHT, CGSP EXECUTIVE DIRECTOR RESEARCHERS

#LesClefsdOrEdu WHAT ARE COMPETENCIES “the particular combination of knowledge, skills, and characteristics needed to effectively perform a role in an organization and is used as a human resources tool for selection, training, development, appraisal, and succession planning." LUCIA AND LEPSINGER (1999)

#LesClefsdOrEdu WHAT IS A COMPETENCY MODEL What do concierge professionals need to know and do to be successful, now and in the future?

#LesClefsdOrEdu NEED FOR MODEL DEFINITIVE FRAMEWORK FOR THE PROFESSION ENHANCE PRESTIGE/REPUTATION OF THE HOTEL CONCIERGE PROFESSION STANDARDIZE SKILL LEVEL OF HOTEL CONCIERGES APPLICABLE TO: HR, GOVERNMENT AGENCIES …

#LesClefsdOrEdu DEVELOPMENT LITERATURE REVIEW THREE SURVEY ITERATIONS MODIFIED DELPHI APPROACH STATISTICAL EVALUATION METHODS

#LesClefsdOrEdu THE COMPETENCY MODEL DOMAIN I: COMMUNICATION DOMAIN II: OPERATIONAL MANAGEMENT DOMAIN III: PROFESSIONALISM DOMAIN IV: PERCEPTION & KNOWLEDGE DOMAIN V: RELATIONSHIPS

#LesClefsdOrEdu DOMAIN I: COMMUNICATION ORAL COMMUNICATION WRITTEN COMMUNICATION SUB-DOMAINS

#LesClefsdOrEdu DOMAIN II: OPERATIONAL MANAGEMENT DECISION MAKING ABILITIES RISK MANAGEMENT & AWARENESS ORGANIZATIONAL ABILITIES SUB-DOMAINS

#LesClefsdOrEdu DOMAIN III: PROFESSIONALISM PROFESSIONAL PRESENCE ETHICS PRACTICED PERSONAL DEMEANOR SUB-DOMAINS

#LesClefsdOrEdu DOMAIN IV: PERCEPTION & KNOWLEDGE HOSPITALITY INDUSTRY KNOWLEDGE TECHNOLOGY LITERACY GLOBAL MINDSET & APPRECIATION OF DIVERSITY SUB-DOMAINS

#LesClefsdOrEdu DOMAIN V: RELATIONSHIPS INTERNAL RELATIONSHIPS EXTERNAL RELATIONSHIPS INTERPERSONAL ABILITIES SUB-DOMAINS

CONCIERGE WORKBOOK Developed in partnership between Les Clefs d’Or USA, TISOH, and the American Hotel and Lodging Education Institute

#LesClefsdOrEdu WORKBOOK 14 CHAPTERS AND 180 PAGES COVERS ALL COMPETENCIES WRITTEN BY LES CLEFS D’OR MEMBERS THREE ITERATIONS OF EDITING Acknowledgements Jeanne Mills Shujaat Khan Robert Marks

#LesClefsdOrEdu CHAPTER AUTHORS Jon Adler, St. Regis New York City Frederick Bigler, The Peninsula New York City Debbie Brumfield, Caesars Palace Las Vegas Susanne Carter, The Ritz-Carlton New York City Rick Castaneda, Beverly Wilshire Beverly Hills Sarah Dandashy, The London West Hollywood Leigh Anne Dolecki, Intercontinental San Francisco Charisse Fazzari, Mandarin Oriental San Francisco Laurel Gray, The Ritz-Carlton Chicago Robert Marks, Omni San Diego Jeanne Mills, Beverly Wilshire Beverly Hills Dan Sotelo, Intercontinental Mark Hopkins San Francisco Elizabeth Wilson, Les Clefs d’Or USA

#LesClefsdOrEdu GLOBAL MARKET COMPETENCY STUDY EXPANSION BUILD GLOBAL VERSION

#LesClefsdOrEdu DUBAI 2016 COMPETENCY STUDY 3 of 14 DOMAINS OF CONCIERGE- SPECIFIC ESSENTIAL KNOWLEDGE, SKILLS, AND ABILITIES TOPICS SURVEY OF SECTION PRESIDENTS SELECTION DEVELOPMENT FOCUS GROUP OF LCD CONCIERGES

#LesClefsdOrEdu EDUCATION THEME PROFESSIONALISM COMPETENT MIND YOUR E-TONE CONFIDENT GLOBAL MINDSET COMPASSIONATE

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