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Concierge Services - Guest Relations Specialist Ontario College Graduate Certificate

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  • Objectives
    This Ontario College Graduate Certificate program 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 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.
  • Practical experience
    There is an internship component associated with this program.
  • Academic Title
    Concierge Services - Guest Relations Specialist Ontario College Graduate Certificate
  • Course description
    Level 1    Credits
    Take all of the following Mandatory Courses:
    • COMM-6006    Global Communication I     4.00
    • HOSP-6001    The Top Ten...     3.00
    • MGMT-6010    Leadership and Organizational Skills     3.00
    • MGMT-1207    Meetings & Special Events Mgmt 1     3.00
    • PBRL-6004    Internship Preparation I     2.00
    • TOUR-6001    Cultural Literacy     4.50
    • TOUR-6002    Out and About     4.50
    • TOUR-6003    Case Study Presentations     3.00

    Level 2    Credits
    Take all of the following Mandatory Courses:
    • COMM-6007    Global Communication II     4.00
    • COMP-5019    Software Solutions     3.00
    • ECON-6001    World Economics     3.00
    • MGMT-5049    Meetings & Special Events Mgmt 2     2.00
    • PBRL-6008    Internship Preparation II     2.00
    • TOUR-6004    Cultural Literacy     4.50
    • TOUR-6005    Case Study Documentation     2.00
    • HOSP-6002    The Top Ten...     3.00

    Level 3    Credits
    Take the following Mandatory Course:
    • PBRL-6010    Internship     14.00

    COMM-6006 -  Global Communication I

    This course is designed to improve the student's ability to listen and respond effectively to the written and verbal requests of clients and the 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 be studied and practiced extensively throughout the course. In parallel with the student's enhanced English communication studies, students will also learn key tourism/hospitality phrases in a variety of languages intended to develop a facility for multilingual conversation with their clientèle.

    COMM-6007 -  Global Communication II

    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. In parallel with the student's enhanced English communication studies, students will also learn key tourism / hospitality phrases in a variety of languages intended to develop a facility for multi-lingual conversation with their clientèle.

    COMP-5019 -  Software Solutions
    The high touch-high tech nature of the industry is expertly served by a variety of computer software applications. The student will learn to efficiently use a variety of computer programs, from Word, Publisher, FanshaweOnline, and HIS Epitome to meetings/special event and project management tools.

    ECON-6001 -  World Economics

    A study of the principles of 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 firms, government intervention, international trade, money and banking, stock markets and the determination of overall levels of employment and income.

    HOSP-6001 -  The Top Ten...

    In todays tourism/hospitality industry there is increasing demand for premium quality service. To meet this demand, the guest relations specialist must have a keen awareness of the products and services required to fulfill the needs and expectations of the increasingly affluent traveler. From linens to limousines and candy to caviar, the student will develop a comprehensive knowledge of the diverse essentials necessary to satisfy the most discriminating guest.

    HOSP-6002 -  The Top Ten...

    In todays tourism/hospitality industry there is increasing demand for premium quality service. To meet this demand, the guest relations specialist must have a keen awareness of the products and services required to fulfill the needs and expectations of the increasingly affluent traveler. From linens to limousines and candy to caviar, the student will develop a comprehensive knowledge of the diverse essentials necessary to satisfy the most discriminating guest.

    MGMT-1207 -  Meetings & Special Events Mgmt 1
    This administrative course will enhance thestudents ability to respond to the diverse demandsof the meeting market and to plan, organize andexecute special events. Taught in conjunction withEvents Planning (FDMG-3008), the student willassume the advisory role in the production of alarge gala event. Skills learned in thetheoretical portion of the course will be enhancedby application in a parallel practicum.

    MGMT-5049 -  Meetings & Special Events Mgmt 2
    Level II of this course is designed to providestudents with the opportunity to hone theirself-confidence and organizational skills whileplanning and executing an exclusive special event.The entire class, working as various interrelatedcommittees, will handle all aspects fromconceptualization to final product.

    MGMT-6010 -  Leadership and Organizational Skills

    This course is designed to identify leadership styles and to allow the student to develop multi-tasking capabilities within the framework of the most suitable leadership environment.

    PBRL-6004 -  Internship Preparation I
    Working with an academic mentor each student will develop a collaborative training plan and personal portfolio suitable for employment with a noted premium quality service provider during the internship semester. Throughout this course the student will develop a professional image as it is an integral element to the delivery of quality service. In a variety of workshops, the student will acquire the skills to present themselves as poised and professional players on the world stage.

    PBRL-6008 -  Internship Preparation II
    "You will never get a second chance to make a first impression". This has never been truer than for those who aspire to deliver quality service. This course is designed to heighten the student's awareness of the impact of their first impression and their ability to actively manage their professional image and career success as this image is strongly linked to providing premium quality service. In a variety of workshops the student will acquire the skills necessary to present themselves as poised and professional; and develop a collaborative learning plan suitable for employment.

    PBRL-6010 -  Internship

    Immediately following successful completion of the program's prescribed academic semesters, the student will complete a semester of appropriate paid employment with an approved premium quality service provider within the tourism and hospitality industry. The student, employer and academic mentor will evaluate a minimum of 15 weeks full-time employment.

    TOUR-6001 -  Cultural Literacy
    During this advanced series of facilitated workshops, the students will organize various cultural travelogue events, which typify the food preparation, dining, social etiquette and regional diversity of the predominant world cultures that visit North America. In-depth team research and subsequent presentation of findings in a lively interactive setting promise lasting memories without going abroad. Particular attention will be paid to the varied business protocols appropriate for success in the international marketplace.

    TOUR-6002 -  Out and About
    The student will attend in-depth site visits to significant tourism/hospitality businesses engaged in hosting the leisure and corporate client. Students will engage in subsequent exploration and research of related service outlets within close proximity, and report their findings in peer presentations, resulting in the compilation of case data documents for personal and professional use.

    TOUR-6003 -  Case Study Presentations
    This course is designed to improve the student's ability to incorporate the use of technologies to enhance presentations, utilize effective speaking skills to maximize comprehension, concisely deliver information to an audience and demonstrate the use of professional mannerisms during a presentation. The goal is for the student to emerge out of the classroom and walk into the boardroom and deliver a professional presentation with confidence.

    TOUR-6004 -  Cultural Literacy
    During this advanced series of facilitated workshops, the students will organize various cultural travelogue events, which typify the food preparation, dining, social etiquette and regional diversity of the predominant world cultures that visit North America. In-depth team research and subsequent presentation of findings in a lively interactive setting promise lasting memories without going abroad. Particular attention will be paid to the varied business protocols appropriate for success in the international marketplace.

    TOUR-6005 -  Case Study Documentation
    The student will attend in-depth site visits to significant tourism/hospitality businesses engaged in hosting the leisure and corporate client. Students will engage in subsequent exploration and research of related service outlets within close proximity, and report their findings in peer presentations, resulting in the compilation of case data documents for personal and professional use.

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