Career Essentials & Services
ABOUT THE COURSE
The Career Essentials and Service (CES) online business course was designed for students who are preparing to begin their business or hospitality career, or anyone currently working in the service industry. The overall purpose of the CES online hospitality course is to enhance the participant's career essentials and professional development skills. The topics and activities in CES are designed to inspire participants to deliver service excellence by developing an “A HA!” Amazing Hospitality Attitude!
The course modules emphasize the importance of personal leadership development as you cannot begin to lead others until you can first begin to lead yourself. CES inspires you to develop a more positive attitude, strong character, an appreciation for the benefits of effective communication and cultural understanding.
You Will Learn
• Enhancing Career and Professional Development Skills
• Top employability traits deemed essential by hospitality and tourism industry leaders
• Emphasizing people and service skills enriched with multicultural understanding and awareness
• Developing an appreciation of other cultures, traditions and beliefs, to perform more effectively in the workplace
• Inspiring participants “A HA!” or Amazing Hospitality Attitude needed for success in life - both personally and professionally
PROGRAM SYLLABUS
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SPIRIT OF HOSPITALITY
Increasing competition within the fast paced 21st Century workplace has also increased the importance of the role customer service plays in the success of any organization. This seminar will help you develop the kind of positive, caring customer service attitude that will enable you to shine! You will learn to recognize what constitutes and contributes to customer satisfaction and how exceeding these standards directly correlate to the success of your hospitality career and future position.
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CHOOSE YOUR ATTITUDE
It is not your aptitude but your attitude that will determine your success in your business career. A positive attitude is the essence of providing exceptional customer service, which is why the most successful companies hire for attitude and train for aptitude. Life produces extraordinary rewards for those who give in extraordinary ways. Learn how to soar to new heights with an "attitude of gratitude" that sees life's challenges as opportunities.
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CHARACTER BUILDING
Teaches you to appreciate the importance of developing positive character traits, identify desirable traits and be able to explain their benefit in the workplace. It's important to recognize personality and behavior flaws that cause difficulties on the job. Good character does not just happen. We develop this, each and every day, by the choices we make in both our personal and professional lives.
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BUSINESS COMMUNICATION
Good character does not just happen. We develop this, each and every day, by the choices we make in both our personal and professional lives. This seminar will teach you to appreciate the importance of developing positive character traits, identify desirable traits and be able to explain their benefit in the workplace. It's important to be able to recognize personality and behavior flaws that cause difficulties on the job.
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COOPERATION
Without cooperation, workplaces will not survive, much less thrive. The ability to cooperate with co-workers is key to individual success, team success, and the success of the organization. This seminar reviews the professional interactions and cooperation skills.
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ATTENDANCE AND TIME MANAGEMENT
Time is always a scarce and precious resource for everyone. Those who manage their time wisely lead well-rounded lives, accomplish more personally, as well as professionally, experience less stress and feel better about themselves. This seminar helps you develop strategies for delegating tasks, prioritizing, and planning to increase your efficiency.
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APPEARANCE AND ETIQUETTE
Studies have shown that thirty seconds is all it takes for someone meeting you to form an entire list of impressions about your character and your abilities. In this seminar, we will discuss the importance of appearance, grooming, hygiene and etiquette in the workplace. Once we learn to look through the eyes of the guest, we will begin to realize that our success depends not only in acting, but in looking the part as well.
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EMBRACE CHANGE AND FALL UP!
Things do not always go our way. Failure is not the falling down, but the staying down. In other words, if you stay down, you quit- you fail! You are going to have disappointments in your work and in your personal life. The question that separates the best from the rest is how you are going to deal with negativity and embrace the change around you. This seminar will discuss how you can “fall up” and embrace the change around you.
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ELEMENTS OF SERVICE AND CUSTOMER MAGIC
Discusses how you can own and take charge of your customer interactions and deliver the "A HA!" with magic! Learn the 3 C's of Customer Magic: Connect, Contribute and Conclude. We will discuss commitment, imagination, creativity and how you can develop customer magic skills by having an open mind and consistency.
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TEAMWORK - WEAR YOUR "A HA!" ONSTAGE!
Discusses how you and your team can work together to display Amazing Hospitality Attitudes while onstage at work. The ultimate goal of any organization is to achieve overall effectiveness. In other words, the sum should be greater than its parts! Of course, we all want to succeed as individuals, but our primary focus should always be on the success of the organization as a whole. This requires teamwork.
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UNDERSTANDING CULTURE
Defines key terms, processes, and concepts to help you understand the general meaning of culture and how it works in our world. The central focus of this session is the relationship between "Culture in the Abstract" and "Culture in the Flesh." It is important to understand that the beliefs and behaviors of a particular culture are not arbitrary, but are part of that culture's rich history and heritage.
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BREAKING DOWN STEREOTYPES
Focuses on the important keys to building a cross-cultural community, specifically the need for breaking down harmful stereotypes. Breaking down stereotypes requires that individuals, societies, and government institutions make a commitment to gaining new insights and perspectives through compassion, honesty, self-control, compromise and participation, with the common good in mind.
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EFFECTIVE CROSS-CULTURAL COMMUNICATION
Covers the challenges of business communication in a multi-cultural workplace and introduces you to issues that may occur as a result of miscommunication. Learn the skills needed for effective cross-cultural communication and the strategies that you may implement to increase your ability to communicate in a multi-cultural setting.
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CELEBRATING DIVERSITY
Offers you the opportunity to learn how to celebrate cultural diversity in the workplace with your peers, employees or clientele. It introduces you the importance of diversity in the workplace, explains the characteristics and challenges of a multi-cultural workplace, and presents leadership strategies for you to practice and implement.
