1. REDEFINING PROFESSIONALISM FOR THE CONTEMPORARY CONCIERGE LES CLEFS D’OR EDUCATION SYMPOSIUM

2. JAMES HEALEY DIRECTOR OF HOTEL OPERATIONS NEW YORK, NEW YORK HOTEL & CASINO LAS VEGAS, NV, USA

3. “” OVERVIEW PROFESSIONALISM MUST BE DEFINED BEFORE IT CAN BE PRACTICED AND ENHANCED A PROFESSIONAL CONCIERGE IS A LEADER IN SERVICE, ENGAGEMENT AND COMPETENCE We are what we repeatedly do. Excellence then, is not an act, but a habit. -Aristotle

4. #LesClefsdOrEdu RATIONALE DEVELOPMENT SUCCESS STATUS SATISFACTION INDIVIDUAL INVESTMENT HUMAN CAPITAL PERFORMANCE COMPETITION ORGANIZATION

5. #LesClefsdOrEdu PROFESSIONALISM DEFINED PASSION OPEN-MINDEDNESS TEAM-ORIENTED ATTITUDE COMPETENCE SELF-CONTROL ETHICS LEADERSHIP BY EXAMPLE PERFECTIONISM EIGHT DIMENSIONS

6. #LesClefsdOrEdu PASSION ON DISPLAY BODY LANGUAGE EMPATHY ENTHUSIASM “” A great leader’s courage to fulfill his vision comes from passion, not position. – John Maxwell

7. #LesClefsdOrEdu OPEN- MINDEDNESS TECHNOLOGY GLOBAL TRENDS AND EVOLUTION OF GUEST DESIRES

8. #LesClefsdOrEdu TEAM-ORIENTED COMMON PURPOSE AND MUTUAL ACCOUNTABILIT Y INTERPERSONAL RELATIONSHIPS, BOTH INTERNAL AND EXTERNAL, ARE ESSENTIAL PROMOTE A SENSE OF BELONGING

9. #LesClefsdOrEdu COMMUNICATI ON PERCEPTION AND KNOWLEDGE RELATIONSH IPS OPERATIONA L MANAGEMEN T COMPETENCE “” I have no idols. I admire work, dedication, and competence. - Ayrton Senna

10. #LesClefsdOrEdu SELF-CONTROL SELF-CONTROL IS MORE THAN MANAGING ONE’S EMOTIONS AND FEELINGS; SELF- CONTROL IS THE CHILD OF HUMILITY

11. #LesClefsdOrEdu ETHICS ETHICS IS WHAT IS RIGHT ACCORDING TO THE STANDARDS OF A GROUP STANDARDS, POLICIES, AND PROCEDURES ENSURE FAIRNESS AND EQUAL TREATMENT … QUALITY WITHOUT COMPROMISE

12. #LesClefsdOrEdu LEADERSHIP BY EXAMPLE CITIZEN EMPLOYEE FOLLOWER LEADER ROLE MODEL

13. #LesClefsdOrEdu PERFECTIONISM PERFORMANCE ACCURACY EXCELLENCE FLAWLESS EXECUTION “” They say that nobody is perfect. Then they tell you practice makes perfect. I wish they’d make up their minds. – Wilt Chamberlain

14. #LesClefsdOrEdu SUMMARY PROFESSIONALISM IS A DEFINABLE QUALITY PASSION OPEN-MINDEDNESS TEAM-ORIENTED ATTITUDE COMPETENT SELF-CONTROL ETHICS LEADERSHIP BY EXAMPLE PERFECTIONISM

15. #LesClefsdOrEdu 1 2 3 Concierge KSAs KNOWLEDGE: ETHICS; POLICIES AND PROCEDURES; LANGUAGE SKILLS: DECORUM; COMMUNICATION; LEADERSHIP ATTITUDES: ENTHUSIASM; DEDICATION; CONFIDENCE

16. THE PLATINUM RULE

17. #LesClefsdOrEdu COMPETENT PROFESSIONALISM

18. #LesClefsdOrEdu SHARE @lesclefsdor @TISOH_SCHOOL @LesClefsdOrIntl @TISOH www.facebook.com/lesclefsdorintl www.facebook.com/tisoh #LesClefsdOrEdu #TISOH

19. #LesClefsdOrEdu REFERENCES Artsfon. (2016). 78490. San Jose, CA. (Image). Buchanan, P. and McCray, S., eds. (2015). Certified Hotel Concierge. Orlando: American Hotel & Lodging Education Institute. Cheng, S. and Wong, A. (2015). Professionalism: A Contemporary interpretation in hospitality industry context. International Journal of Hospitality Management, 50, 123-133. Chung-Herra, B.G., Enz, C. A., and Lankau, J.J. “Grooming future hospitality leaders: A competencies model.” (2003). Cornell Hotel and Restaurant Administration Quarterly 44 (3), 17 – 26. Qin, Q. et al. “How and when the effect of ethical leadership occurs? A multilevel analysis in the Chinese hospitality industry.” (2014). International Journal of Contemporary Hospitality Management, 26, 974-1001.