The School -English version

 

 SCHOOL-BASED VOCATIONAL EDUCATION PROGRAMMES

Hotel Concierge

LEVEL IV CERTIFICATION

MINISTRY OF NATIONAL EDUCATION

Partnership between

The National Union of Hotel Concierges

“ Les Clefs d’Or ” France (UNCH)

and

Occitanie Vocational School for the Hotel and Tourism 

Industries in Toulouse

This School-based Vocational Education Programme is the only one providing 

Hotel Concierge training that is recognised by the National Union of Hotel Concierges “Les Clefs d’Or” France.

The profession of Hotel Concierge

In prestigious hotels, the Hotel Concierge welcomes and takes care of the client before, during and after their stay. He or she supervises all the practical details of the client’s stay and is in permanent contact with the hotel’s in-house departments (reception, housekeeping, technical services, etc.) and services outside the hotel (theatre ticket agencies, limousine hire, travel agencies, guides, doctors, etc.).

Traditionally, the Concierge team includes the following jobs: Head Concierge, Deputy Head Concierge, Concierge, Assistant Concierge, Floating Concierge, Night Concierge, Errand Runner, Bellhop, Doorman, Parking Valet, Porter.

The Hotel Concierge’s lodge is usually situated near to the main entrance.

The Concierge works from behind a desk and wears a traditional uniform (suite, tailcoat or fitted frock coat) and spends most of his/her working day standing. Concierge services are run 24 hours a day and 7 days a week, which implies a great deal of availability.

Aptitude

The Hotel Concierge, when dealing with a varied and cosmopolitan clientele, must demonstrate sound general knowledge and communication skills. He or she must also have perfect command of information and communication tools.

Excellent working knowledge of English and at least one other language is essential.

The Hotel Concierge is often defined as being friendly and generous, perseverant, discreet and a perfectionist.

A highly-developed sense of organisation and excellent memory are also indispensible.

Training programme contents

The course takes place over one academic year (from September to June) including in situ training. The following aspects are covered:

Concierge service techniques (theory and practical)

Design, organisation and management of a “lodge”

Interpersonal communication techniques 

Human resource management

Knowledge of international and French gastronomy

Economy – Labour laws, Hotel laws

History of art, religions, tourism geography

Foreign languages: -English linguistics

-English in the workplace (including specific vocabulary)

-English in situ: customer relations at the desk, on the telephone, dealing with letters and e-mails

Second foreign language: Spanish, specific vocabulary (beginners to experienced speakers)

Participation of visiting “Clefs d’Or” Concierges throughout the academic year, dealing with the following aspects: 

The Concierge in the lodge and in the Hotel	Selecting a service provider
Structural and logistical organisation of the lodge	Safety in prestigious Hotels
Organisation of workload in large capacity hotel	Training on concierge services software programme
The history of the Clefs d’Or	Memory management
Major clients / protocol / dealing with VIPs	Actions carried out by U.N.C.H. partners (limousine hire companies,   parcel shipping companies, florists, etc.)

The students carry out two training periods in one or several Hotels (4-star, 4-star Luxe or Palace) that have a Concierge service that meets the standards recommended by the National Union of Hotel Concierges “les Clefs d’Or” France and directed by the Concierges “Clefs d’Or”.

During these two training periods, the student will be accompanied by a tutor, who is either a “Clefs d’Or” Head Concierge or Concierge. 

Assessment

Assessment of the candidate’s knowledge is carried out on the basis of continuous assessment in the workplace and at the school.

At the end of the course, a jury comprising professionals and teachers certifies the candidate, or not.

The student obtains the Level 4 certificate of Hotel Concierge, 

Obtaining employment

According to the establishments and the candidate’s experience, in France and abroad, initial career positions include: errand runner, porter, parking valet, assistant concierge or concierge.

Thanks to the practical experience obtained during the exclusive training course, it will be possible to obtain jobs with greater responsibility more quickly.

Training Course Schedule

From September to December, training at the Vocational School for the Hotel and Tourism Industries in Toulouse.

January and February, first practical work experience in a hotel.

First week in March, educational trip to Paris.

Fromm id-March to mid-May, second practical work experience in a hotel.

Last fortnight in May, return to the Vocational School for the Hotel and Tourism Industries in Toulouse to finish the course and pass the   final assessment.

The trainee has the status of a student (high school student) during the year, and as such, the training course is free of charge.

Accommodation, meals and transport are normally to be paid by the trainee during the period at the Vocational School.

In addition to school stationery, supplies and books, the trainee must also anticipate the purchase of the training uniform.

During the practical work experience in a hotel, the hotel shall pay for:

return transport, home-hotel, on the basis of the cheapest means of transport 

meals and laundry

in some cases, professional work clothes

The hotel may possibly offer:

accommodation

a work placement allowance

Recruitment

Diplomas and/or level of education required:

General baccalaureat, Technological baccalaureat or Professional baccalaureat

or

Higher Technician’s degree

or

Five years’ professional experience within the Hotel Concierge Services department

Admission is made after firstly a review of the candidate’s application (application form may be requested by post or downloaded from March onwards) then a final decision will be made after an interview to be carried out in both French and English in order to establish the candidate’s degree of motivation (beginning of June after the exam dates).

Application forms are available from:

the Lycée des Métiers de l’Hotellerie et du Tourisme d’Occitanie

1 rue de l'abbé Jules Lemire - 31026 Toulouse cedex 3 - Tel: + 33 (0) 534.501.010

http://www.ac-toulouse.fr/lyc-hotellerie-tourisme-toulouse 

or

the l’Union Nationale des Concierges d’Hotels “ Les Clefs d’Or ” France

12 rue Cambon - 75001 Paris - Tel: + 33 (0) 142.607.757

http://www.clefsdor-france.org/ 

    Partner hotels

Paris Ile de France	Hotel Astor Saint Honoré	Hotel Méridien Etoile
	Hotel Bel Ami	Hotel Montalembert
	Hotel Bristol	Hotel Meurice
	Hotel Concorde Saint Lazare	Hotel Prince de Galles
	Hotel Fouquet’s Barrière	Hotel Raffles Royal Monceau
	Hotel Four Seasons George V	Hotel Raphaël
	Hotel Grand Hotel Intercontinental	Hotel Saint James
	Hotel Hospes Lancaster	Hotel Scribe
Cannes	Hotel Majestic Barrière et Hotel Carlton Intercontinental
St  Jean Cap Ferrat	Grand Hotel
Biarritz	Hotel Du Palais
St Jean de Luz	Grand Hotel Loréamar
Lyon	Hotel La Cour des Loges
Courchevel	Hotel Les Airelles
Monaco	Hotel Hermitage
Deauville	Hotel Royal Barrière

Committee in charge of the training course

1.  
   1.  
      1.  
         1. For the National Union of Hotel Concierges “Les Clefs d’Or” France

Christian LAPEBIE HOTEL DU PALAIS BIARRITZ

Stéphane  DUVAL GOUNARI HOTEL HERMITAGE BARRIERE LA BAULE

Samuel LEVEILLE HOTEL MANDARIN ORIENTAL GENEVA

Lionel LORANS HOTEL RAPHAEL PARIS

Philippe VERDUMO HOTEL FOUR SEASONS GEORGE V PARIS

Claude MANUELLO MEMBRE ASSOCIE LES CLEFS D’OR FRANCE BIARRITZ

1.  
   1.  
      1.  
         1. For the Occitanie Vocational School for the Hotel and Tourism Industries in Toulouse

Marie BRIER Training Programme Coordinator – Housekeeping Teacher

Students from the class of 2007/2008 (sponsored by Dominique Desseigne, Chairman of the Supervisory and Strategic Committee of the Lucien Barrière Group SAS)  accompanied by Patricia Morel, Principal, Roger Bastoni, former Chairman of U.I.C.H., and Roderick Levéjac, Chairman of U.N.C.H. Les Clefs d’Or France

Students from the class of 2008/2009 (sponsored by Christopher W. Norton, CEO of the Four Seasons Hotel George V and Four Seasons Regional Vice-chairman) accompanied by members of the Clefs d’Or Training Committee

.

Students from the class of 2009/2010 (sponsored by Pierre Ferchaud, CEO of SAS Hotel Le Bristol) in front of the Occitanie Vocational School in Toulouse in the company of Roderick Levéjac, Chairman of UNCH – Les Clefs d’Or France, Christian Lapébie, Vice-Chairman, in charge of training and Marie Brier, training programme coordinator. 

Students from the class of 2010/2011 (sponsored by François DELAHAYE, CEO Hotel Plaza Athénée and Director of Operations for the Dorchester Collection) accompanied by Christian Lapébie, Vice-Chairman UNCH-Les Clefs d’Or France, Antoine Guillon, Delegated Chairman Aquitaine-Midi-Pyrénées Region, Claude Manuello, Member of the FPE Committee and Marie Brier, training programme coordinator.

UNCH “les Clefs d’Or” France

12 rue Cambon - 75001 Paris

Tel: + 33 (0) 142.607.757

cambon@clefsdor-france.or

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