Certificate in Customer Service Excellence Co-op

The modules are:

1. Hospitality Career Readiness

This module will help you develop and enhance your written, verbal, interpersonal skills, communication skills, time management skills and presentation techniques, to ensure success in any business environment. You will also learn to use Microsoft Office to help you operate more efficiently and become more productive.

2. Customer Service

The aim of this module is to give you a better understanding of what customer service is and how it can be utilized to satisfy the needs/wants of customers. It also emphasizes the importance of effective communication techniques when dealing with various customer-related situations.

3. Front Office Operations

This module will introduce you to the systems and procedures required for front desk operations. It emphasizes the importance of maintaining high standards of customer service and will help you develop knowledge and skills when assisting customers during registration as well as understanding key legislation.

4. Food and Beverage Operations

The aim of the Food and Beverage Operations module is to provide you with an understanding of the operational and supervisory aspects of running food and beverage operations for international and local clientele in a range of establishments. Additionally, you will gain a fundamental understanding of wine and spirits as well as how they are paired with food.

5. Work Placement

Upon conclusion of the program, you will be required to complete 240 hours of a work placement in a suitable business environment. Appropriate business sectors for placement include hotels, resorts, restaurants or any other customer services related-organizations.

Graduates of this certificate can expect career opportunities under NOC 6513, 6525, 6552, 6513 which includes positions such as:

1. Hotel front desk clerk
2. Banquet server
3. Captain waiter/waitress
4. Chief wine steward
5. Cocktail waiter/waitress
6. Food and beverage server
7. Formal service waiter/waitress
8. Sommelier
9. Waiter/waitress
10. Wine steward
11. Guest services agent – hotel
12. Night clerk
13. Reservations clerk – hotel
14. Room clerk
15. Accounts information clerk
16. Bus information clerk
17. Complaints clerk – customer service
18. Contact centre agent – customer service
19. Courtesy desk clerk
20. Customer service representative – call centre
21. Enquiries clerk
22. Information clerk – customer service
23. Lost-and-found clerk
24. Order desk agent
25. Public relations clerk
26. Tourist information clerk