1. HOTEL CONCIERGE COMPETENCY STUDY AND CERTIFICATION 63 RD LES CLEFS D’OR INTERNATIONAL CONGRESS

2. INTRODUCTION DONNELL G. BAYOT PH.D, CHE, CPCE, CFBE DIRECTOR OF ACADEMIC AFFAIRS TIMOTHY M. LAM MIBS, MS, CHT, CGSP EXECUTIVE DIRECTOR THE INTERNATIONAL SCHOOL OF HOSPITALITY

3. 1 2 OVERVIEW COMPETENCY STUDY CERTIFICATION

4. #lcdedu 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 LESPSINGER (1999)

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

6. #lcdedu 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 …

7. #lcdedu DEVELOPMENT LITERATURE REVIEW THREE SURVEY ITERATIONS MODIFIED DELPHI APPROACH STATISTICAL EVALUATION METHODS

8. #lcdedu THE COMPETENCY MODEL DOMAIN I: COMMUNICAITON DOMAIN II: OPERATIONAL MANAGEMENT DOMAIN III: PROFESSIONALISM DOMAIN IV: PERCEPTION & KNOWLEDGE DOMAIN V: RELATIONSHIPS

9. #lcdedu DOMAIN I: COMMUNICATION ORAL COMMUNICATION WRITTEN COMMUNICATION SUB-DOMAINS

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

11. #lcdedu DOMAIN III: PROFESSIONALISM PROFESSIONAL PRESENCE ETHICS PRACTICED PERSONAL DEMEANOR SUB-DOMAINS

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

13. #lcdedu DOMAIN V: RELATIONSHIPS INTERNAL RELATIONSHIPS EXTERNAL RELATIONSHIPS INTERPERSONAL ABILITIES SUB-DOMAINS

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

15. #lcdedu 123 EDUCATIONAL OPPORTUNITIES DEGREECERTIFICATESCERTIFICATIONS

16. #lcdedu VALUE OF CERTIFICATION PEER RECOGNITION ORGANIZATIONA L ADVANCEMENT INDIVIDUAL FORMALIZATION BASE OF KNOWELDGE RELEVANT AND CURRENT SKILLS ASSURANCE OF QUALITY PROFESSIONINDUSTRY

17. #lcdedu CHC VS KEYS MEETS FUNDAMENTAL STANDARDS OF PROFESSION CHC CREDENTIAL SIGNIFIES COMPETENCE IN SERVICE SEASONED PROFESSIONAL WITH MANY YEARS OF EXPERIENCE GOLDEN KEYS REPRESENT UNMATCHED EXCELLENCE IN SERVICE

18. #lcdedu COMPETENCY MODEL WORKBOOK ONLINE TRAINING EXAM AND MECHANICS COMPOSITION

19. #lcdedu WORKBOOK 14 CHAPTERS AND 180 PAGES COVERS ALL COMPETENCIES WRITTEN BY LES CLEFS D’OR MEMBERS THREE ITERATIONS OF EDITING

20. #lcdedu 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

21. #lcdedu APPLICATION REQUIREMENTS AND PROCESS 90 DAY EMPLOYMENT AS HOTEL CONCIERGE REQUIREMENTS ONLINE APPLICATION RECEIVE WORKBOOK AND ONLINE ACCESS SELF-STUDY WITH REVIEW or LIVE TRAINING EXAM PROCESS

22. #lcdedu COST ONLINE US$ Member** Non- Member 1-9 $275 $325 10-50 $250 $300 51-99 $225 $275 100+ $200 $250 **AH&LA member property, or Les Clefs d’Or member property $75 extra fee for in-class instruction

23. #lcdedu EARN CERTIFICATION APPLY INDIVIDUALLY, LEARN AND TAKE EXAM ONLINE ORGANIZE A TRAINING SESSION IN YOUR CITY TIMOTHY LAM tlam@tisoh.com tlam@tisoh.com AHLEIahlei.org/chc INFORMATION

24. #lcdedu FUTURE OF CHC BUILD GLOBAL VERSION OF CERTIFICATION

25. #lcdedu SHARE #lcdedu @lesclefsdor @TISOH_SCHOOL @LesClefsdOrIntl @TISOH www.facebook.com/lesclefsdorintl www.facebook.com/tisoh