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 you will learn how to use the Oracle property management system.

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Fees & Facts

Fees:

$10,000 CAD

Fees after scholarship*
$4,995 CAD - international students
$2,500 CAD - domestic students

*Valid until November 2020 intake

Duration:

Full-time
Academic: 12 weeks in-class and 12 weeks of co-op

Total length: 31 weeks including scheduled breaks

Start Dates: Some intakes are available to start online.

May 4, 2020
July 6, 2020
September 7, 2020
November 2, 2020
January 4, 2021
March 1, 2021
May 3, 2021
July 5, 2021
September 7, 2021
November 1, 2021

Class time:

Daytime: Monday to Thursday - 9am to 2pm

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
Guaranteed co-op placement

Learning Partner

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.

Co-op Experience

The co-op term provides you with an opportunity to integrate academic studies with related employment experience. We have a 100% guaranteed 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

Program Modules

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.

Admission Requirements

Ontario Secondary School Diploma or equivalent* or mature student**
Aged 18 or older
IELTS of 5.0 or equivalent for non-native English speakers

*A transcript, diploma or certificate from another country are considered equivalent to an Ontario Secondary School Diploma (OSSD) if assessed at an Ontario OSSD-level recognized assessment service.

** Mature students must be at least 18 years of age and pass a Wonderlic Scholastic Level Exam.

Assessment Method

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 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.

Career Opportunities

Hear from our students and faculty

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

Success Stories

Nanako Hidaka
Wedding planner by day. Student by night. Nanako, from Japan believes that pursuing her studies in Toronto will provide her with Canadian work opportunities and help her establish a business in the hospitality and tourism industry – something she's always dreamt about.

Julia Matelus
Julia from The Bahamas came to Toronto, Canada to enjoy a multicultural experience as an international student. As she ventures to a new environment, she realized that life learnings can be based on the differences of students who came from different walks of life.

Mellisa Gonsalves
20-year-old Mellisa from Guyana loves studying abroad and being able to share her experiences with instructors and classmates. The Co-op program is a great way for Mellisa to see what it is really like to be working in the hospitality and tourism industry.

Rima and Sumitra
Rima and Sumitra traveled to Canada to gain an international education in Toronto, These inseparable schoolmates became best friends and are now living, studying, and working together.

Heidi Short
High spirited Heidy from Curaçao is especially interested in the tourism sector specifically the aviation industry as she see this as a dynamic and challenging career. For Heidy, nothing is impossible here in Canada. She says this country offers endless and vast opportunities!

Nanako Hidaka, Hospitality and Tourism - Japan

Hospitality & Tourism
Student
Video

Julia Matelus, Hospitality and Tourism - The Bahamas

Hospitality & Tourism
Student
Video

Mellisa Gonsalves, Hospitality and Tourism - Guyana

Hospitality & Tourism
Student
Video

Rima and Sumitra, Business & Hospitality - Nepal

Business
Hospitality & Tourism
Student
Video

Heidy Short, Hospitality and Tourism - Curaçao

Hospitality & Tourism
Student
Video

Kasumi Tsukada, Hospitality and Tourism - Japan

Kasumi Tsukada
Kasumi has always wanted to gain experiences in foreign countries. She moved to Toronto, with the ambition of working in a luxury hotel. Toronto School of Management have been a tremendous help for her regarding her work at two luxury hotels in Toronto.

Hospitality & Tourism
Student
Video

Mohamad Tanweer, Hospitality and Tourism - Mauritius

Mohamad Tanweer
Mohamad Tanweer is a 21-year-old from Mauritius. He is fascinated with the food and beverage industry and looks forward to broadening his industry knowledge and skills so he can achieve his future goal of gaining a managerial job in this area.

Hospitality & Tourism
Student
Video

Jay Park, Hospitality & Tourism - South Korea

Jay Park
Jay from South Korea has always been the adventurous person. He loves to travel to different countries, not only to expand his English, but also to widen his social network. Even though he has plans of travelling abroad after his studies, he will definitely return to Toronto as he loves the city.

Hospitality & Tourism
Student
Video