HOSP8225 - Certificate for Customer Service in Hawaii

Course Description

The Certificate for Customer Service in Hawaii (HOSP8225) and Hawaii Professional Tour Guide Certificate (HOSP8227) training programs are designed for employees in Hawaii’s Visitor, Service and Hospitality industries. The foundation of the program is based on the Hawaiian culture, and focused on developing practical skill sets that provide a gratifying and memorable experience for our community and global visitor market.

Course Outline

Required Training Pathway and Courses:

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

This course prepares students to complete a graded capstone media assignment integrating and applied learned course materials.

This Certificate for Customer Service in Hawaii and Hawaii Professional Tour Guide Certificate training programs are designed for employees in Hawaii’s Visitor, Service and Hospitality industries. The foundation of the program is based on the Hawaiian culture, and focused on developing practical skill sets that provide a gratifying and memorable experience for our community and global visitor market.

Team Instructors Charen Kepler and Lauren Blickley are hospitality-industry veterans who share a passion for Hawaii.

Notes

Team Instructors Charen Kepler and Lauren Blickley are hospitality-industry veterans who share a passion for Hawaii.

Please note: You are encouraged to bring a laptop, tablet and/or smartphone to class to assist you with in-class assignments.

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.

Recommendations

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.