Certificate in Concierge Operation

Course Objectives / Description

In an environment of advancements of technology where service delivery is expected to be seamless and efficient, the role of the Concierge will need to both embrace technology and retain the individualized approach in “making it happen for guests”.  To accomplish this, our colleagues need to develop a framework of disciplined operational and organisational management, personal upgrading, networking (both hotel and destination) and the “can do” attitude.

The programme also aims to refine colleagues’ personal presentation and conduct, so as to exude confidence and credibility in achieving service standards. Our final goal is to elevate our Concierge colleagues’ personal image and capability to "icon" status in their hotels, making a unique and huge difference in the guest’s arrival, staying and departure experience.

Course Content

  • Organisational Overview
    • Concierge Organisation Structure
    • Concierge Shangri-La Experience and Service Standards
  • Operations Management
    • Organisation
    • Documentation
  • Personal Presentation and Interaction
    • Non-Negotiables in Personal Grooming and Presentation
    • Determining Guest Needs
    • Exuding Calm, Composure and Confidence
    • Personal Branding
  • Networking and “Making It Happen”
    • Building Networks Locally and Globally
    • Les Clef d’Or Organization
    • Information Management and Software Solutions

Main Instructor(s)

Academy Faculty
SLIM-Rooms officers
Concierge Practitioner from selected hotel

Duration of the Course

5 days institutional learning in a hosting hotel

Maximum Class Size


Minimum Class Size


Target Participants

Level 3 or Level 4 in Concierge
Attended Shangri-La Care 1, 2, 3 and 4 or their equivalent in Traders and Kerry properties

Language Medium