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Course Description

Whether you are a hotel guest service agent, an account clerk at a tour company, restaurant wait help, retail sales associate, housekeeping attendant at a hospital, front-line clerk in a government agency, ticket agent at the airport, you are an “Ambassador of Aloha”.  Your role in Hawaii’s visitor and service-related industries is important because you provide a service to our community, as well as to those who visit the islands from around the globe. Providing hookipa, or hospitality, was second nature to ancient Hawaiians.  While customer needs have evolved over the years, providing hookipa is what makes our islands unique. As we strive to provide Hawaiian hospitality, we are challenged to exceed customer expectations as “Ambassadors of Aloha”.   This Certificate for Customer Service in Hawai`i training program is designed for employees in Hawaii’s visitor and service-related industries. The foundation of the program is based on the Hawaiian culture, as well as focused on developing practical skills that help to provide a gratifying and memorable customer service experience for our community and global customers.

Course Outline

Required Training Pathway and Courses:

  • Introduction to the Service Industry in Hawai‘i (2 hours)
  • Servicing the Global Customer (6 hours)
  • Ho‘okipa Me Ke Aloha (8 hours)
  • Foundations of Hawai‘i (8 hours)
  • Communicate with Impact: Talking Story about Hawai‘i (4 hours)
  • Know Your Island: O‘ahu (8 hours)

Learner Outcomes

By the end of the program, participants will be able to use the knowledge gained to:

  • Describe professional standards for “Ambassadors of Aloha” and how they apply to all sectors of the visitor and service industries.
  • Demonstrate professional standards when managing customer service situations.
  • Respond appropriately to a diverse customer audience.
  • Provide a customized visitor experience based on guest preferences and requests.
  • Present interesting and factual information about Hawaii’s history, language, culture, and significant sites.
  • Incorporate the service principles of "Hospitality with Aloha" in their role and career as professional "Ambassadors of Hawai‘i".

Notes

Please note: You are encouraged to bring a laptop, tablet and/or smartphone to class to assist you with in-class assignments. If you don’t have access to any of these items, please inform your instructor so we can make arrangements for you.

Certificate Eligibility Requirements

A Certificate of Professional Development will be granted to learners who successfully complete all the requirements for the listed courses in this program:

  • Learners must complete the entire training program (by attending at least 80% of the classes).
  • Complete the capstone project by the established due date.
  • Achieve at least a 75% score on the capstone project.

Employment Training Funds are available: http://labor.hawaii.gov/wdd/home/employers/etf/micro/

If you are a student with a documented disability and have not voluntarily disclosed the nature of your disability so that we may coordinate the accommodations you need, you are invited to contact the Disability Support Services Office (DSSO) in ‘Ilima 107, ph.734-9552, or email kapdss@hawaii.edu for assistance. For students whose primary disability is Deaf or hard of hearing, contact the KCC Deaf Center at ph. 734-9210 (V), 447-1379 (videophone), or email kapdeaf1@hawaii.edu.

Please note: you will need to contact Kapi’olani CC’s DSSO or Deaf Center to request accommodations in a Kapi’olani CC course even if you’ve already registered or are receiving services at another UH campus’s disability support program.

 

Kapi‘olani Community College Refund/Drop Policy:

100% refund: Notification to Non-Credit Registration made 10 business days or more prior to start date of course.

50% refund: Notification to Non-Credit Registration made 5-9 business days prior to start date of course.

0% refund: Notification to Non-Credit Registration made less than 5 business days prior to start date of course.

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