Certificate in Customer Service Excellence Co-op

This is a 31-week program – 12 weeks of which will be spent on a co-op placement in sector-related establishments such as hotels, restaurants or other relevant hospitality and tourism places. This program is powered by Oracle Hospitality and Perlego. You will learn how to use the Oracle property management system.

Oracle HospitalityPerlego

Fees & Facts

2022 Fees:
$9,750 CAD
Fees after scholarship*
International Students

$5,750 (Daytime session)
$5,000 (Evening session)

Domestic Students

$2,750 (Daytime / Evening session)


2023 Fees:
$9,750 CAD
Please note that 2023 tuition fees will be applicable from August 1st, 2022 when applying for any of 2023 intakes
Fees after scholarship*
International Students

$6,750 (Daytime session)
$5,750 (Evening session)

Domestic Students

$4,250 (Daytime / Evening session)

*Additional fees may apply. All fees are in Canadian dollars. Please see Fees page to learn more.

Duration:
Full-time
Academic:
 12 weeks in-class and 12 weeks of co-op
Total length: 31 weeks including scheduled breaks

Start Dates:

November 7, 2022


January 9, 2023
March 6, 2023
May 1, 2023
July 3, 2023
September 5, 2023
November 6, 2023

Class Time:
Daytime
Evening

This 31-week program will train you to become a leader in delivering unparalleled customer service and experiences.

Learn from industry experts on hospitality management such as front desk operations, food and beverage, and customer service. Students will develop core competencies such as problem-solving, relationship-building, leadership, and teamwork.

Program Outcomes

  • Learn about the different aspects of hospitality management such as front desk operations, food and beverage management and customer service
  • Gain excellent communication skills that will allow you to work in any business environment
  • Focus on the latest developments in the hospitality and tourism industry
  • Identify and understand the techniques and theoretical knowledge required in the modern hospitality and tourism environment
  • Develop competencies such as effective problem-solving, communication skills, excellent customer service skills, leadership and teamwork
  • Acquire the necessary knowledge and skills needed to be successful in the hospitality and tourism industry
  • Strengthen your resume with Canadian work experience
  • Co-op placement* or Capstone

Learning Partners

Oracle Hospitality

The program is powered by Oracle Hospitality. OPERA Property Management Cloud Service by Oracle Hospitality is a cloud-based, mobile-enabled platform for next generation hotel property management. You will learn how to use the Oracle property management system as if you were to be working in a hotel.

Perlego

This program is powered by Perlego. It is a digital online library focusing on the delivery of academic, professional and non-fiction eBooks. It is a subscription-based service that offers users unlimited access to over 2,000 academic publishers and offers an impressive 600,000+ professional and academic titles across 900+ different topics and subtopics for the duration of subscription.

Co-op Experience

The co-op term provides you with an opportunity to integrate academic studies with related employment experience. We have a co-op placement policy* in the field of studies.

The co-op work experience could include positions in the following areas:
  • Customer Service Representative
  • Front Desk Officer
  • Guest Relations Officer
  • Food and Beverage Server
* Students will be offered paid or unpaid entry-level positions related to their field of studies. The Career Services Department will provide full support to students on booking and preparing for interviews. It is the student’s responsibility to perform well during all interviews as well as during the full length of the co-op term. Placements are subject to availability and will vary based on the program, season and job market changes as well as the student’s English level and previous professional and academic experience. Should the co-op placement not be available the student will be required to complete a Capstone Project as an alternative to graduate from the program.

You will have 240 hours  of classroom learning and another 240 hours of a Co-op placement which can be completed anywhere in Canada.

The modules are:
1. Hospitality Career Readiness

This module will help you develop and enhance your written, verbal, interpersonal skills, communication skills, time management skills and presentation techniques, to ensure success in any business environment. You will also learn to use Microsoft Office to help you operate more efficiently and become more productive.

2. Customer Service

The aim of this module is to give you a better understanding of what customer service is and how it can be utilized to satisfy the needs/wants of customers. It also emphasizes the importance of effective communication techniques when dealing with various customer-related situations.

3. Front Office Operations

This module will introduce you to the systems and procedures required for front desk operations. It emphasizes the importance of maintaining high standards of customer service and will help you develop knowledge and skills when assisting customers during registration as well as understanding key legislation.

4. Food and Beverage Operations

The aim of the Food and Beverage Operations module is to provide you with an understanding of the operational and supervisory aspects of running food and beverage operations for international and local clientele in a range of establishments. Additionally, you will gain a fundamental understanding of wine and spirits as well as how they are paired with food.

5. Work Placement

Upon conclusion of the program, you will be required to complete 240 hours of a work placement in a suitable business environment. Appropriate business sectors for placement include hotels, resorts, restaurants or any other customer services related-organizations.

  • Have an Ontario Secondary School Diploma or equivalent or be at least 18 years of age and pass the Wonderlic test.
For non-native English speakers:
  • Successful completion of TSoM EAP Level 3 or
  • Have the required IELTS 5 score or equivalent or
  • Pass the TSoM English Assessment (Written onsite or online with exam proctor)
For more information on English language requirements, please see English Proficiency page
Computer Use Expectation

In order to successfully progress through your studies at Toronto School of Management (TSoM), it is recommended that you have access to a personal computer or laptop. TSoM offers access to computer labs on campus, but availability cannot be guaranteed and some program software may not be available on all open access computers.

You must take and successfully complete all modules and the co-op to be awarded the Certificate in Customer Service Excellence Co-op. You are required to achieve a minimum overall grade of 50% per module to pass. If you fail to meet the learning outcomes and the 50% passing grade in each module, you will have an opportunity to re-take the module at the next available sitting.

The assessment of each module consists of:
  • Individual assignment or class test: 50%
  • Final exam: 40%
  • Participation: 10%

 

Work Placement Report: Pass/Fail

If you do not pass the module, you can re-take the module when it is offered next and by paying a retake fee.

Grade Percentage
Distinction (D) 75% – 100%
Merit (M) 55% – 75%
Pass (P) 40% – 54%
Fail (F) 0 – 39%
Work placement Complete/incomplete (C/I)

Upon completion of this program, you will be awarded a Certificate in Customer Service Excellence Co-op.

Graduates of this certificate can consider career opportunities under NOC 6513, NOC 6525 and NOC 6552. Such positions include:
  • Front desk agent
  • Room attendant
  • In-room dining attendant
  • Concierge
  • Registration agent
  • Servers
  • Hostess
  • Bartenders
  • Sales representative
  • Tour guide
  • Travel agent
  • Visitor information counsellor

Hear from our students and faculty

Watch these videos to gain a deeper perspective of studying at TSoM.

Laura Frainer de Oliveira, Learn more about Laura and why she chose to study at TSoM, as well as her insights on what makes studying in Canada such an amazing experience!

Image of Laura Frainer de Oliveira

Laura Frainer de Oliveira, Advanced Hospitality & Tourism Management Co-op – Brazil

Jazheel-Inocencio-1

Jazheel Inocencio, Hospitality & Tourism Management Co-op – Philippines

MayMalihan

May Malihan, Hospitality and Tourism – Philippines

NathalyCuadros

Nathaly Cuadros, Hospitality and Tourism – Peru

LetciaPontes

Leticia Pontes, Hospitality and Tourism – Brazil

AlexBaracat

Alex Baracat, Hospitality and Tourism – Brazil

Image of Laura Frainer de Oliveira

Laura Frainer de Oliveira, Advanced Hospitality & Tourism Management Co-op – Brazil
Laura Frainer de Oliveira, Learn more about Laura and why she chose to study at TSoM, as well as her insights on what makes studying in Canada such an amazing experience!

Jazheel-Inocencio-1

Jazheel Inocencio, Hospitality & Tourism Management Co-op – Philippines
Jazheel Inocencio, Jazheel, our student in the Diploma in Hospitality & Tourism Management Co-op program from the Philippines, tells us why she chose to study at TSoM and provides us with tips for aspiring international students.

MayMalihan

May Malihan, Hospitality and Tourism – Philippines

May Malihan

As a young professional, May wanted to expand her horizons and to have a formal education in Hospitality and Tourism. She chose TSoM after learning about its accolade as the Best Hospitality and Tourism Post-Secondary Education Institution in Ontario last 2020.

NathalyCuadros

Nathaly Cuadros, Hospitality and Tourism – Peru

Nathaly Cuadros

Nathaly spent most of her life in Spain and there she studied at a university and acquired a bachelor’s degree in Tourism. As a degree holder, Nathaly felt that she needed something new, which is why she decided to study at TSoM.

LetciaPontes

Leticia Pontes, Hospitality and Tourism – Brazil

Leticia Pontes

Leticia is one of our amazing students from Brazil, studying for the Diploma in Hospitality and Tourism Management Co-op. She works for After Breast Cancer as an events coordinator in completion of her co-op program.

AlexBaracat

Alex Baracat, Hospitality and Tourism – Brazil

Alex Baracat

Alex Baracat, originally from Brazil, shares his life story on how he was able to successfully achieve his longtime dream of being a permanent resident in Canada.
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