Graduate Certificate in Guest Relations Management - Concierge Specialist

at Fanshawe College - London Downtown Campus Canada

The Culinary Skills program is an introduction into the challenging and exciting world of professional cooking. If you enjoy cooking and the creativity it offers, this program will give you the basics needed for career success. You will learn through extensive hands-on instruction, the theory, methods and techniques of food preparation such as knife skills, stocks and soups, roasting, braising and baking. Culinary Skills is the stepping stone for a multitude of career opportunities.

Learning Outcomes:-

• provide fundamental culinary preparation and presentation for a variety of food service environments using a range of classical and contemporary techniques.
• apply basic food and bake science to food preparation to create a desired end product.
• contribute to and monitor adherence of others to the provision of a wellmaintained kitchen environment and to the service of food and beverage products that are free from harmful bacteria or other contaminants, adhering to health, safety, sanitation and food handling regulations.
• ensure the safe operation of the kitchen and all aspects of food preparation to promote healthy work spaces and the responsible, efficient use of resources.
• support the development of menu options that reflect knowledge of nutrition and food ingredients, promote general health and well-being, respond to a range of nutritional needs and preferences and address modifications for special diets, food allergies and intolerances, as required.
• apply fundamental business principles and recognized industry costing and control practices to food service operations to promote a fiscally responsible operation
• apply basic knowledge of sustainability*, ethical and local food sourcing, and food security to food preparation and kitchen management, recognizing the potential impacts on food production, consumer choice and operations within the food service industry.
• use technology, including contemporary kitchen equipment, for food production and promotion.
• Perform effectively as a member of a food and beverage preparation and service team and contribute to the success of a food-service operation by applying self-management and interpersonal skills.
• develop strategies for continuous personal and professional learning to ensure currency with and responsiveness to emerging culinary techniques, regulations, and practices in the food service industry. 

Through this progressive, interactive program, students will prepare for a career in hospitality management.  Students will explore and learn about all the front of house and heart of house areas of a full service hotel or resort operation including: management practices, administration, rooms division and food and beverage services. Gain a thorough foundation of national and international markets, exceptional guest service, industry software applications, leadership, cultural diversity and proactive management skills.  Network with industry professionals through guest speakers, hospitality events, industry related field trips and work experience to gain a competitive edge.

Co-operative Education:
In order to be eligible for co-op, students must maintain a 2.0 GPA and be academically complete at the commencement of their co-op work term.
This is a two-year Co-operative Education program.  Students who fulfill both the academic and co-op requirements of the program will be eligible to graduate with a Co-op Endorsed Diploma.  More information about co-operative education can be found at www.fanshawec.ca/co-op.

Learning Outcomes:

• Support an industry and workplace service culture by adopting a positive attitude and professional decorum, accommodating diverse and special needs, and contributing as a team member.
• Deliver customer service and solutions that anticipate, meet and/or exceed individual expectations, as well as organizational expectations, standards and objectives.
• Use marketing concepts, market research, social networks, sales and revenue management strategies, relationship management skills and product knowledge to promote and sell hospitality services, products and guest experiences.
• Apply business and revenue models as well as basic accounting, budgeting, financial and administration skills to support the effective management and operation of a variety of organizations delivering hospitality services and products.
• Comply with relevant organization and workplace systems, processes, policies, standards, legal obligations and regulations, and apply risk management principles, to support and maintain efficient, safe, secure, accessible and healthy hospitality operations.
• Use appropriate technologies to enhance the quality and delivery of hospitality services, products and guest experiences and to measure the effectiveness of hospitality operations.
• Keep current with hospitality trends and issues, and interdependent relationships in the broader tourism industry* sectors to improve work performance and guide career development.
• Use leadership, teamwork, conflict and relationship management skills and tools, as well as knowledge of organizational behaviour, labour relations, employment standards and human rights to contribute to a positive work environment.
• Respond to issues and dilemmas arising in the delivery of hospitality services, products and guest experiences by using and promoting ethical behaviour and best practices of corporate social responsibility and environmental sustainability

Professional Butchery Techniques is an Ontario College Certificate program that will provide students with the comprehensive theoretical and practical knowledge to be successful in the growing meat processing industry. Throughout the program, students will engage with industry professionals to learn the latest techniques for meat cutting, with a focus on specific skills in trimming, deboning, carcass breakdown, and sausage making. Additionally, students will learn how to package and market meat products for resale. The program will have a strong emphasis on sanitation and food safety. Throughout the two term program, students will have the opportunity both to work substantially in the lab, practicing hands-on skills, and to build customer service and entrepreneurial skills by participating in the launch and operation of a small business: a full-service retail meat outlet.

Learning Outcomes

• Process the beef front quarter, beef hind quarter, a side of pork, a carcass of lamb, a side of veal, and various types of poultry into wholesale and retail cuts;
• Practise procedures used to control foodborne illness in compliance with recognized industry standards, food service laws, and government regulations;
• Provide quality customer service by responding to inquiries about basic cooking, food safety, and carving techniques and identifying health and safety issues;
• Determine markups and markdowns and profit and loss related to the retail meat cutting industry;
• Select the appropriate packaging material for different products to ensure safety and salability;
• Select parts of the animal carcass for retail cuts of meat based on bone, fat, and muscle structures, and dispose of abnormalities in a safe and sterile manner;
• Demonstrate safe working practices and the safe set up, breakdown, operation, and maintenance of tools and equipment in accordance with health and safety regulations;
• Fabricate fresh sausage using industry-specific equipment;
• Develop value-added products, such as spice rubs, marinades, and stuffed and/or breaded meat products to support sales in a retail operation;
• Identify and label meat products to comply with Canadian Food Inspection Agency regulations;
• Receive and store meat products in a safe and orderly manner to meet industry standards for quality and safety;

The Internet Applications and Web Development Ontario College Diploma program prepares students to work in the growing field of web-centric commercial application development.  The focus of the program is on the construction of various types of web applications using leading web environments, tools, servers, databases and languages. In addition, students will learn the fundamentals of both traditional web deployment platforms as well as new emerging mobile platforms.  They will develop an understanding of basic hardware, networking and operating systems as well as the installation and configuration of web and e-mail servers in Windows and Linux.  Training will also include studies in leading edge technologies such as social networking systems and semantic web applications.  Students will gain the knowledge required to build secure, reliable and useful web applications using industry standard photo, graphics, animation, database page design and programming tools.

Learning Outcomes
The graduate has reliably demonstrated the ability to

• Relate effectively to web development supervisors, coworkers, and clients.
• Configure and maintain internet services, internet application servers, databaseservers, and network services.
• Construct, modify, implement, query, and maintain effective databases, and interface with applications.
• Develop internet services and web application security by applying appropriate techniques and strategies.
• Program and debug internet applications using a variety of client-side and serverside development languages.
• Develop, deploy, and maintain electronic commerce (e-commerce) applications.
• Create and maintain functional and dynamic websites by applying graphic and web design skills and principles.
• Develop and maintain websites reflective of business objectives and clients' needs through the application of advertising and marketing principles.
• Adhere to relevant laws and industry standards.
• Coordinate or participate as a member of a project management team that develops internet applications.
• Develop strategies for ongoing personal and professional development that will lead to enhanced work performance and career opportunities, and keep pace with industry changes.

This three term Ontario Graduate Certificate program will build upon students existing Fashion Design and/or Theatre skills and prepare them for working in a wardrobe department for the entertainment industry. Students learn both the technical and creative aspects of costuming for theatre through components of classroom theory, studio training and practical work placement. Advanced classroom studies in theatre history, wardrobe planning and script analysis serve as the foundation for the focused practical training in technical costume cutting and construction.

The curriculum is designed to provide technical study and hands-on experience of building costumes. The program offers students the unique opportunity to work in collaboration with industry professionals within actual theatre wardrobe settings during their field placement. This program is supported by affiliations with The Stratford Festival, The Shaw Festival, The Banff Centre of the Arts, The Grand Theatre London, International Alliance of Theatrical Stage Employees (IATSE) and National Association of Broadcast Employees and Technicians (NABET).

Learning Outcomes
The graduate has reliably demonstrated the ability to

• Develop and create costumes that express character, through the application of knowledge of the history of theatre and costume.
• Plan the development, creation, and maintenance of all aspects of costuming with respect to the organizational, logistical and financial factors involved in wardrobe.
• Analyze scripts in order to make costume development, creation and maintenance decisions.
• Communicate costume development concepts to a varied audience using a variety of visual media, including life drawing, illustration and/or wardrobe development.
• Create a technical translation of a costume illustration, using pattern making, draping, fitting and tailoring techniques that fulfill the director/designer's vision.
• Construct costumes and costume accessories that meet the specialized needs of various productions.
• Prepare, modify, decorate, and care for fabrics and costumes, based on a thorough knowledge of textile characteristics.
• Fulfill the responsibilities of a production team member in the complex world of live entertainment by applying excellent communication, interpersonal, critical thinking, problem solving, and time/ project management skills.

Culinary Management is an exciting and creative two year diploma program designed to develop students culinary skills and professionalism. In conjunction with many practical labs where students will learn basic and  advanced culinary techniques, this program also provides instruction in the areas of food and bake theory, nutrition, entrepreneurism and kitchen management. Students will obtain Safe Food Handling and Smartserve certifications as part of the program. Upon graduation, students will be prepared to obtain WSET and Prud’homme Beer certifications.

Learning Outcomes
The graduate has reliably demonstrated the ability to:

• provide advanced culinary planning, preparation and presentation for a variety of food service environments using a range of classical and contemporary techniques.
• apply basic and advanced food and bake science to food preparation to create a desired end product.
• contribute to and monitor adherence of others to the provision of a wellmaintainedkitchen environment and to the service of food and beverageproducts that are free from harmful bacteria or other contaminants, adhering to health, safety, sanitation and food handling regulations.
• ensure the safe operation of the kitchen and all aspects of food preparation to promote healthy work spaces, responsible kitchen management and efficient use of resources.
• create menus that reflect knowledge of nutrition and food ingredients, promote general health and well-being, respond to a range of nutritional needs and preferences and address modifications for special diets, food allergies and intolerances, as required.
• apply business principles and recognized industry costing and control practices to food service operations to manage and promote a fiscally responsible operation.
• apply knowledge of sustainability*, ethical and local food sourcing, and food security to food preparation and kitchen management, recognizing the potential impacts on food production, consumer choice and operations within the food service industry.
• select and use technology, including contemporary kitchen equipment, for food production and promotion.
• perform effectively as a member of a food and beverage preparation and service team and contribute to the success of a food-service operation by applying self-management and interpersonal skills.
• develop strategies for continuous personal and professional learning to ensure currency with and responsiveness to emerging culinary techniques, regulations, and practices in the food service industry.
• contribute to the development of marketing strategies that promote the successful operation of a food service business.
• contribute to the business management of a variety of food and beverage operations to foster an engaging work environment that reflects service excellence.

Other Information
Graduates of the program are eligible to continue their studies in one of the following diplomas:

• Baking and Pastry Arts Management
• Nutrition and Food Service Management

The Interactive Media Design program will professionally prepare students for an evolving job market in digital media design, development and production, providing comprehensive training in new media technologies with an emphasis on web application design, interactive rich media, and current technologies for developing usable, media-rich sites and applications. The curriculum will combine courses in design, coding, marketing and media management and incorporate industry-standard tools from companies such as Adobe, Maxon, etc., as well as open-source technologies for web application development.

Learning Outcomes
The graduate has reliably demonstrated the ability to

• Complete both individual and collaborative interactive media projects effectively.
• Use best practices and tools to design and develop dynamic, rich-media content.
• Contribute to the assessment of the requirements of an interactive media project.
• Contribute to the development, budgeting, planning and professional presentation of an interactive media project.
• Design a media project (interface, navigation, graphics, text treatment) using current best practice design and development principles, and applying conceptual and theoretical frameworks.
• Build effective and dynamic Web sites and/or mobile applications.Identify and analyze ethical and professional issues arising in an online environment.
• Apply research and conceptual skills to propose possible solutions for mobile/multimedia/Web development problems.
• Use creative and critical thinking techniques in the effective design, development and implementation of an interactive media project.
• Contribute to the assessment of the financial, technical and artistic success of an interactive media project.

This one-year full-time program is designed to prepare graduates for a supervisory career in the food-processing industry. Learners will apply concepts that lead to excellence in food processing and business processes with a focus on quality assurance, food safety, and continuous improvement including lean six sigma to design systems. Students will have the opportunity to participate in experiential learning with local food processing industry partners.

Are you passionate about premium service, working in an environment where you are challenged daily to use your creativity in fulfilling a guest’s needs? This program was developed to enhance the student’s ability to succeed as a Concierge in the multi-faceted premium service sector of the tourism and hospitality industry. Students will learn the realities of today’s premium service hospitality trends and be prepared to work with today’s discerning clientele.

This two-year Ontario College Graduate Certificate program in Hospitality and Tourism Operations Management is designed for university and college graduates seeking a career in the tourism and hospitality sector. The program will focus on hospitality operations within a global economy, encompassing leadership, management, and operations of hospitality and tourism businesses of varying size and complexity.

During this program, students will have the opportunity to complete the following industry certificates:

• Wine & Spirit Education (WSET)
• Prud ‘homme Beer Certification
• Smart Serve – Beverage Sales & Service Training
• Certificate in Revenue Management (CRMA) 
• Workplace Hazardous Materials Information System (WHMIS) training
• Safe Food Handling training
• Certified Guest Service Professional (CGSP)

Learning Outcomes
The graduate has reliably demonstrated the ability to

• Identify, select and utilize financial management principles, including cost accounting, management accounting, and audit practices and procedures.
• Select and implement the appropriate management theory and operating practices, including the fundamental principles underlying management planning, organizing, directing and controlling in a service-driven industry.
• Utilize financial operating and statistical reports to assist in intermediate and long-term decision-making.
• Assess the adequacy of strategic and operational decisions through the application and analysis of appropriate financial indicators.
• Develop a sound organizational marketing plan.
• Develop and implement effective customer relations; manage guest problems with empathy and sensitivity.
• Select and utilize industry-specific and generic software packages relating to operational planning and management.
• Contribute effectively to the development and implementation of management procedures for the supervision of employees; identify and use appropriate organizational behaviour principles and motivational or team-building techniques to achieve desired performance.
• Identify, analyze, and work within relevant government legislation and regulations bearing on the hospitality and tourism industry, including occupational health and safety legislation, employment standards and labour relations, and contract law.
• Maintain service standards and address business needs in an ethical and socially responsible manner.
• Develop, implement, and revise strategic operational plans for a department or business.
• Conduct meetings and make formal presentations employing effective public speaking skills and techniques.