Transcript The Concierge Competency Study and Certification

HOTEL CONCIERGE
COMPETENCY STUDY
63RD LES CLEFS D’OR INTERNATIONAL CONGRESS
RESEARCHERS
THE
INTERNATIONAL
SCHOOL OF
HOSPITALITY
DONNELL G. BAYOT PH.D, CHE,
TIMOTHY M. LAM MIBS, MS, CHT,
CGSP
EXECUTIVE DIRECTOR
PAULINE BUCHANAN PH.D, CHE
CPCE, CFBE
DIRECTOR OF ACADEMIC
AFFAIRS
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WHAT ARE
COMPETENCIES
LUCIA AND LEPSINGER (1999)
“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."
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WHAT IS A
COMPETENCY
MODEL
What do concierge
professionals need to know
and do to be successful, now
and in the future?
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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 …
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DEVELOPMENT
METHODS
LITERATURE REVIEW
THREE SURVEY ITERATIONS
MODIFIED DELPHI APPROACH
STATISTICAL EVALUATION
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THE COMPETENCY
MODEL
DOMAIN V:
RELATIONSHIPS
DOMAIN IV:
PERCEPTION &
KNOWLEDGE
DOMAIN I:
COMMUNICATION
DOMAIN II:
OPERATIONAL
MANAGEMENT
DOMAIN III:
PROFESSIONALISM
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DOMAIN I:
COMMUNICATION
SUB-DOMAINS
ORAL COMMUNICATION
WRITTEN COMMUNICATION
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DOMAIN II:
OPERATIONAL
MANAGEMENT
SUB-DOMAINS
DECISION MAKING ABILITIES
RISK MANAGEMENT &
AWARENESS
ORGANIZATIONAL ABILITIES
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DOMAIN III:
PROFESSIONALISM
SUB-DOMAINS
PROFESSIONAL PRESENCE
ETHICS PRACTICED
PERSONAL DEMEANOR
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DOMAIN IV:
PERCEPTION &
KNOWLEDGE
SUB-DOMAINS
HOSPITALITY INDUSTRY
KNOWLEDGE
TECHNOLOGY LITERACY
GLOBAL MINDSET &
APPRECIATION OF DIVERSITY
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DOMAIN V:
RELATIONSHIPS
SUB-DOMAINS
INTERNAL RELATIONSHIPS
EXTERNAL RELATIONSHIPS
INTERPERSONAL ABILITIES
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Developed in partnership between
Les Clefs d’Or USA, TISOH, and the
American Hotel and Lodging
Education Institute
CONCIERGE
WORKBOOK
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
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CHAPTER
AUTHORS
Jon Adler, St. Regis New York City
Charisse Fazzari, Mandarin Oriental San Francisco
Frederick Bigler, The Peninsula New York City
Laurel Gray, The Ritz-Carlton Chicago
Debbie Brumfield, Caesars Palace Las Vegas
Robert Marks, Omni San Diego
Susanne Carter, The Ritz-Carlton New York City
Jeanne Mills, Beverly Wilshire Beverly Hills
Rick Castaneda, Beverly Wilshire Beverly Hills
Dan Sotelo, Intercontinental Mark Hopkins San Francisco
Sarah Dandashy, The London West Hollywood
Elizabeth Wilson, Les Clefs d’Or USA
Leigh Anne Dolecki, Intercontinental San Francisco
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GLOBAL MARKET
COMPETENCY STUDY EXPANSION
BUILD GLOBAL VERSION
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DUBAI 2016
TOPICS
SELECTION
DEVELOPMENT
COMPETENCY STUDY
SURVEY OF SECTION
PRESIDENTS
FOCUS GROUP OF
LCD CONCIERGES
3 of 14 DOMAINS OF
CONCIERGE-SPECIFIC
ESSENTIAL
KNOWLEDGE, SKILLS,
AND ABILITIES
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EDUCATION THEME
COMPETENT
CONFIDENT
COMPASSIONATE
PROFESSIONALISM
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GLOBAL MINDSET
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