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 innRoad and Perlego. You will learn how to use the innRoad property management system.
- 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*
innRoad aims to streamline operations for hoteliers and increase revenue through innovative software. This tool provides students with hands-on experience for managing inventory, processing reservations and generating financial reports that detail operational results. Through innRoad’s simulation tool, students are able to gain valuable insights into how hotels are able to optimize performance and improve guest experiences.
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.
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
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 2 or
- Have the required IELTS 4.5 score or equivalent or
- Pass the TSoM English Assessment
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%
If you do not pass the module, you can re-take the module when it is offered next and by paying a retake fee.
|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
- Registration agent
- Sales representative
- Tour guide
- Travel agent
- Visitor information counsellor